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To think it shouldn't be this hard to get Carphone Warehouse to help me?

(12 Posts)
MrPorky Tue 27-Oct-15 17:02:43

I bought a new 2 year contract in the summer. Only a cheap one but it should work!

Recently, all sorts of things have gone wrong with it so I went into the store, to be spoken to like I was some sort of idiot and told to re-set the phone to factory settings. I asked how to do that and was told "just plug it into your PC, here's the technical support number"

Which I did. Nothing happened, as expected, so I Googled how to reset the phone, followed the instructions and still nothing. So I rang the technical support number to be told initially that it was a chargeable service, and they couldn't help me unless I paid £15, then eventually they took down a load of details and told me they should have helped me in store, that there's nothing they can do over the phone.

By this point I've been on the phone for 35 minutes. If I drive back to the store now and get the same service again, I'm likely to blow.

WhyCantIuseTheNameIWant Tue 27-Oct-15 17:10:42

Have a chat with reading standards.

They will give you proper advice.

Or the financial services ombudsman.

Neither will automatically say "you are right", but they will tell you who is responsible and what should be a fair resolution.

VimFuego101 Tue 27-Oct-15 17:14:27

I would suggest public shaming by posting on their Facebook/Twitter.

bloodyteenagers Tue 27-Oct-15 17:19:55

Go back and be more forceful.
Tell them the issues and that you have done various resets and still having issues.. Tell them that you want a replacement because it's not fit for purpose. Under the consumer act of 1978 (think that's the one) equipment has to be fit for purpose and clearly this is not the case.
Chances are you will be fobbed off. So start tweeting in store and ask for the persons name, when asked why m, say it's for the car phone tweet.

Or they might offer to send it off to be repaired. Tell them you want a phone in the meantime. They can do this. Just don't expect the phone to be back in a few days as promised or for the issue to be resolved when returned.

laffymeal Tue 27-Oct-15 18:21:14

Standard practice for Carphone Warehouse in my experience, they're awful.

Witchend Tue 27-Oct-15 18:29:35

Go into store; ours is excellent. I take any phone of ours that has gone wrong in and they've sorted it or told us how to sort it without charge, including ones we haven't bought from them.
They've even told me the cheapest place on town (not them) to get things they sell.

MrPorky Wed 28-Oct-15 08:31:54

I'm glad you had a better experience than me Witchend, but I started in store and got no help at all.

I am irrationally annoyed by that fact that the member of staff didn't even stand to talk to me, but slouched throughout....

KingJoffreyLikesJaffaCakes Wed 28-Oct-15 09:54:57

Vodafone are the same.

Once you've signed a contract they stop caring and customer service goes out of the window.

PolShelby Wed 28-Oct-15 10:06:03

I had issues with carphone warehouse and when I emailed a complaint they wouldn't deal with me unless I gave them the 'correct' address. I gave them my address and they kept telling me it was the wrong address and so couldn't help me hmm I gave up in the end.

cranberryx Wed 28-Oct-15 16:50:54

What brand of phone is it? You may have it covered under the warranty - I found Carphone Warehouse worse that useless, but going directly to your network (vodafone, O2 etc) may be more help to you.

I wouldn't tie yourself into anything more with them - if you are within the first 28 days of your contract you may be able to cancel still.

I also agree with going to the Ombudsman if you can't get a resolution!

OurBlanche Wed 28-Oct-15 16:53:26

But do take it back and try another member of staff. I've only ever had similar experiences to Witchend.

Good luck

WeirdCatLadySaysFuckOffJeffrey Wed 28-Oct-15 18:10:32

Go back into the store and refuse to leave until they have sorted it out.

I had to do this. I'm not a confrontational person but after many fruitless hours on the phone to the appalling awful customer support people I reached the end of my tether.

I went in, got stroppy and...hey presto...they managed to get it sorted.

Sometimes you just have to be an arse.

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