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To esculate this complaint with Car Phone Warehouse

(39 Posts)
VinegarTits Fri 07-Aug-09 12:33:25

I may well be BU, i am sure you will tell me if i am
Have had my mobile phone contract with CPW for 5 and a half years, contract about to run out so rang up last week to cancel as i have seen a better deal on the net, the deal was for 100 mins and unlimited texts for £15 a month with 14 months free line rental

CPW said we can match that for you, give you same phone for £15 a month but instead of 14 months free, i would get £200 cash back! she also said i could have a bolt on for unlimited internet.

I said great i will go for it, however the phone came and the battery life is shit, i got the phone on Tues and already had to charge it twice, so i rang to tell them i would like to swap it.

I since found out that the deal they have given me is actually for 75 mins and 250 texts hmm this is not what she told me on the phone

So i have asked them to investigate the phone call and either give me the origonal deal or cancel my contract, they were very reluctant to do this and said they will give me another deal for 200 min but i can't have the bolt on and i cant swap the phone for a different make, i have to swap it for the same make, which is shit because the battery life is shit

AIBU to tell then to esculate my complaint so i can cancel my contract with them? or should i just keep 75 min and 250 text and swap the phone in the hope i just got a dud battery with this one?

daisymaybe Fri 07-Aug-09 12:40:07

YANBU, i was so fed up with being bullied by the CPW that I'm now on pay as you go, much less hassle.

RumourOfAHurricane Fri 07-Aug-09 12:40:38

Message withdrawn

Lovemyshoes Fri 07-Aug-09 12:40:48

I would definately escalate it, you may have to stick with the phone (which one is it), but you should get the 100 minutes and 75 minutes text they promised you.

My contract is up for renewal shortly and someone rung me with an amazing deal, but, when i asked for the deal in writing and some paperwork they refused, so, I am going to still where I am I think. I currently pay 25.00 a month and get 65.00 to spend as I like on texts and calls.

RumourOfAHurricane Fri 07-Aug-09 12:41:49

Message withdrawn

TrillianAstra Fri 07-Aug-09 12:41:55

If they won't give you what they offered on the phone they should let you cancel with no penalties and no charge.

I don't think you can make them give you what you asked for on the phone, even if they agreed at the time (they can just say the person wasn't really authorised to allow that or something).

Leave them. Go with someone else instead. Do not accept a worse deal than you could get elsewhere.

Lovemyshoes Fri 07-Aug-09 12:42:13

I would also advise that you keep copies of EVERYTHING.

When making phonecalls write the no's times and who you spoke to down so that you can cover your back.

RumourOfAHurricane Fri 07-Aug-09 12:42:45

Message withdrawn

VinegarTits Fri 07-Aug-09 12:44:26

I am definately sure about what i was told in the phone call, the guy who i spoke to before was a bully, he wouldnt let me speak, i actually had to say to him 'can i speak please?' when i said i want to be released from the contract he said 'oh so you would rather turn down a better deal and go with a company on the net who you never heard of' hmm

The phone is an LG Cookie

VinegarTits Fri 07-Aug-09 12:47:13

Apparently i dont have 14 days cooling off (unless i haven't used the phone) if i have used the handset then i am stuck with it, even it it is shite and the deal is not what they first offered me hmm

And its a bloody 24 month contract

BitOfFun Fri 07-Aug-09 12:47:51

I'm no expert on consumer rights, but I would cancel and escalate the complaint, yes. Have you tried googling reviews of the phone to see what people say about the battery life?

VinegarTits Fri 07-Aug-09 12:49:47

Reviews of the phone on the CPW website were all good

Have since looked at other reviews elsewhere and they all say the battery life is not good

VinegarTits Fri 07-Aug-09 12:52:51

So stick to my guns then and when they ring me back tell them i want out of my contract?

BitOfFun Fri 07-Aug-09 12:54:13

Absolutely. Tossers.

VinegarTits Fri 07-Aug-09 12:57:11

Ta, wasnt sure if i was just being a nowty bitch, cos i can be

BitOfFun Fri 07-Aug-09 12:59:25

I don't believe that! Nah, they are trying to screw you, they are in the wrong, for sure.

VinegarTits Fri 07-Aug-09 13:01:54

Effin B's they are

Sugarkane Fri 07-Aug-09 13:11:43

Have a look at the distance selling regulations, they should have included this informtion in with the contract. Im not sure how long CPW give you but I worked for T-mobile and they gave 28 days to return the mobile but you had to tell them you where sending it back first. Fingers crossed this helps and remember to get back onto them ASAP.

StealthPolarBear Fri 07-Aug-09 13:16:41

Just about battery life I recently got a new phone and was shocked by how short the battery life was (need to charge it every other night if I use it even slightly) my last one could keep going for weeks!
DH pointed out this one has a colour screen, takes pictures and is generally more battery-using than my previous flintstone model!
Just a thought - the rest sounds crap though and I would definitely escalate!
Hijack - TA did you ever get the E51?

VinegarTits Fri 07-Aug-09 13:20:12

Sugarkane i havent been given any written contract, it was all done over the phone and i recieved the phone by post next day (well 4 days later but it was supposed to be next day delivery)

VinegarTits Fri 07-Aug-09 13:21:55

Stealth, my last phone was a colour screen (although not as big as this) and the battery life was excellent, i have since read more reviews and it does seem to have a particularly short battery life compared to similar phones

StealthPolarBear Fri 07-Aug-09 13:26:16

oh dear definitely follow up!

wannaBe Fri 07-Aug-09 13:29:33

I would escalate the complaint - possibly not because of the phone but because you were missold the contract.

TrillianAstra Fri 07-Aug-09 13:31:47

Stealth it's in the post!

Why do you have a new one if the E51 is so great?

Sugarkane Fri 07-Aug-09 13:33:48

With regards to the battery life compare it to the estimates it gives you in the instruction booklet, should be able to see if its the mobile in general or a fault.

They should have provided a copy of contract etc in the parcel, DSR gives you a cool off period as such whilst also invloving things such as being given what you where promised over the telephone, you obviously have not been given what you they said you would but proving this can be hard.

Read up on the DSR on the Office of Fair Trading website and their website and call CPW back, do not back down. They may tell you to put it all in writting to their complaints department but well anything is worth a try. Oh and remember to be calm but factual as call centres are more willing to help you when not shouted at (not always right but unfortunatly how it is.)

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