Has anyone got anything decent to say about these people ... ????

Story : Hubby bought me a phone from the Drakehouse store in December last year for Xmas. It broke in March so I went back, they refused to swap it, & offered to repair it - I ranted for half and hour about it being £150 & I am not having it repaired I want a new one. Eventually, they gave in & I got a new one. Then about 8 weeks ago, it went again, so I trundled into the one at Catcliffe - closer on my way home from work & they said they would repair it - fair enough I said, but what if it goes again ? The manager said if it goes again we will replace it. Ok I thought so they sent it off for repair. It came back with everything wiped off it ! Ah well never mind I thought. Anyhoo at the same time I had taken my Blue tooth headset in as this was knackered too. He swapped that with no problems. So I get my phone back a week later & it's fine, until 3 days later when it dies again. So I trundle back in, and they say oooh sorry we need to repair it ! No you dont - you need to replace it - your manager said you would, I said. Oh no - not with a new one, we can give you a reconditioned one no problem, but not a new one I'm afraid. As you can imagine I was not best pleased, then he tells me that they don't have any of my model, so would have to give me an alternative, now this alternative was around £100 when mine was bought so I explained I would be losing out & he just shrugged. Said there was nothing he could do !!
Surely there has to be something I can do ?!?! Any ideas anyone ?

I think that once they've had an opportunity to repair your phone you are then entitled to a replacement (ie a brand new one) because the first quite clearly wasn't fit for purpose - you have every right to expect a mobile phone to work for longer than a year. You do not have to accept a reconditioned/second-hand phone.

Just tell them that you want a new phone (because of the above) or you will see them in the small claims court. It doesn't cost much to do and you are almost certain to win in a case like this.

Sales staff and managers are often full of bullsh*t because most people just accept what they're told. They also often quote a "company policy" but that is irrelevant if the law says differently.

Carphone warehouse! Doesn't surprise me in the slightest. I changed from them on mobile, home phone and internet. An absolute load of rubbish - they have totally lost the plot - I think old Charly has got that much money - he has took his finger off the pulse and the Company is going down the drainpipe in terms of service. VOTE with your feet - that's the only thing that Companys understand these days.

i agree carphone warehouse are pants!!

i too would threaten them with legal action!!

i went to buy a Nokia 7600 off them last year. It was on offer at ?50+?10 top-up. took the box to the counter , the woman then boxed it up and said 'right that will be ?60 please' . I gave them ?60 in cash she pushed it back at me and told me i can only pay with credit/debit.

I refused then to buy the item, ( cos' i'd withdrawn the cash to buy it).
All my other phones have either been ebay or ex-contracts of mates who've upgraded.

is this common on buying new pay & go phones or is it just CPW ?
________
Think Mill (http://thinkmill.com/)

If vodafone can replace 7 handsets for me in 1 year then you should defo get a new one! Be very persistant at the store you originally got the phone from, if that fails give Consumer Direct (Trading Standards) a call on 0114 2736289 They have never failed me yet on disputes such as this n i've had my fair share i'l tel ya

To be honest if they had not said it was going to be replaced with a re-con you would not have known, replacement phones from most companies are reconditioned, just with a nice wrapper and new plastics you would never know!

Come on gal, you're missing the obvious. :)

Go back to the shop and kick off in your loudest voice (and I've heard that voice! :hihi: ) until they give you what you want.

Shall I come with you? :)

I had a similar experience with the shop on Fargate. I got a Motorola V3 Razr there last September and accidentally dropped it in November whilst it was open. A few weeks later the problems started.

The phone would go blank and say "Insert SIM" or "Check SIM" when the SIM card was in there. If I switched the phone off and back on again, it worked for a short while but then the same thing happened. It was even cutting out midway through calls to give this message. I went into the shop and explained this to them. The guy said it was because the SIM card was bent and wasn't fitting into the holder properly, and suggested that I order a new one from T-Mobile.

This cost £10 and the phone worked for about two months with this, but then the same thing happened again. I went back into the shop and a different guy then told me it was a software problem. He said that if I left the phone with them that afternoon, he'd "flash" the software then it'd work okay. I did this and it worked for a while, but then the same problem happened again.

I went back to the shop, explained about the previous two repairs and was told this time that it needed to be sent back to head office for repair. They had it for about six weeks and I finally got it back again. It was fine for a few weeks but then exactly the same thing started happening again. They'd had it for six weeks and they'd obviously done nothing to it!

I went back to the shop and this time spoke to the assistant manager. She offered to try and repair it again, but I told her I had absolutely no faith in their ability to fix it so I wanted a brand new replacement. I was half expecting them to return me the same one and try and pass it off as a new one, but there haven't been any problems for five months now so it must be a new phone.

My neighbours have had trouble with their free Broadband... can't get anybody at the help centre to answer the phone. Shop staff at Drakehouse absolutely useless!!

Come on gal, you're missing the obvious. :)

Go back to the shop and kick off in your loudest voice (and I've heard that voice! :hihi: ) until they give you what you want.

Shall I come with you? :)

Hmm I may have to go down this road again i think, and guess what - the bluetooth headset died today too !!

Phones 4 u aren't much better my daughter has had a W810i for just over a month (bearing in mind that this phone is a replacment as her 1st one went faullty just under 28 days) exactly the same fault as with the 1st phone, the screen started flashing white and we couldn't do anything with it. Took it to the shop and they sent it off for repair.
Well we got the phone back today via post and i am so mad as the screen is now scratched and the case on the phone is scuffed. I have rung their customer services up all they could say was take it back to the shop( which i will be doing later) and they will send it for repair again, so another week for my daughter without her mobile. :rant:

Rant over

My neighbours have had trouble with their free Broadband... can't get anybody at the help centre to answer the phone. Shop staff at Drakehouse absolutely useless!!

My neighbour had this problem too,plus the cheeky so and so's tried billing her for installation or something, she sorted it by telling them to stick it!

i currently work for cpw and have done for nearly a year now... and some of you customers are just impossible to please.
regarding this post in particular. the staff at drakehouse and the fargate store follwed the procedures to the letter. our company policy is if a handset is demmed faulty by natural fault. cpw will repair the handset free of charge as long as it is deemed as a warranty repair and is under a year old from the original purchase... the only exception is if the handset is faulty within 28 days of original purchase a exchange is permitted. if a phone bought from cpw goes faulty with the same fault 3 times in 3 months from repair a H.A.B (handset and battery). which is a reconditioned handset in the sense that it has been returned, but it was a 14 day peace of mind return which was fully working when returned back to us, then it has to be thoroughly checkd and tested by our fully qualified engineers before it is sent back out as a h.a.b! a h.a.b will be ordered from head office and will be exchanged for the faulty handset.

which other mobile phone retailers have instore engineers in nominated sites.......? NONE!!!!!!

the fargate store and the meadowhall stores have a instore repair service and in most cases the turnaround is 3 working days.. i some extreme cases, handsets will be sent to our head office for repair if a engineer cannot complete the job or is not able to complet the job becaus of lack of parts etc...

I WORK IN ONE IN A RETAIL STORE WITH A ONSIGHT ENGINEER!!!!!! and on numerous occasions phones4u, t-mobile, orange, vodafone and others. fob you customers off with repairs because they cannot be arsed with booking in the repairs and send them to us. who will reapir your phones for free aslong as they are under a year old and have a proof or purchase.

but yet again you still are not happy. :loopy:

mobile phones are electronic equipment. if u do not take car with them they will break.... would you take a dvd player back to currys and expect them to replace it for a brand new 1 if u bought it seven months ago and dropped it...
the answer is no you wouldnt!!!!!! so why abuse us staff a cpw if we cannot help you anymore than what company policy states.

we have won awards for the last 10 years for being the best mobile retailers in the uk, as voted by consumers and our industry peers. if we are that bad the majority does not agre with the minority.

Hubby went in last year for contract phone.They recommended getting one with the monthly insurance where after having the phone for 6 months you can go back and get your phone upgraded.I was with him when he got it and they made it sound so simple.He went back this week to do this and was told if he upgrades he will lose his number.They didn't tell us this when we went in for the phone.His number is used for business so he doesn't want to lose it.
We dont usually bother with the insurance on phones but they made this sound really good.

if its aphone upgrade they're talking cobblers i'm afraid. i upgraded mine in december - new phone same number ,same provider.

Yes a phone upgrade..He called in to two branches and they both told him the same..He rang the insurance people who are supposed to be going to call him back.

you dont have to have your number changed if it a phone upgrade well iv never had to anyway

No,he never has before but he has always had an ordinary upgrade after 12 or 18 months but with this special insurance you can upgrade every 6 months..like I said though,they never mention you will lose your number.

I think that once they've had an opportunity to repair your phone you are then entitled to a replacement (ie a brand new one) because the first quite clearly wasn't fit for purpose - you have every right to expect a mobile phone to work for longer than a year. You do not have to accept a reconditioned/second-hand phone.

Last I looked ....

You're only entitled to a completely new handset within 28 days of purchase, or at the retailers descretion. Once you agree to the item being repaired, the retailer is no longer under any obligation to replace it with a new one.

You *do* have to accept a repair or a reconditioned phone, or go without.

That's pretty much how it is with all retail items.

I would suggest you all send a strongly worded email to dunstonec@cpw.co.uk

But this ex-employee didn't tell you to do that;)

The same shop as I had problems with.when I asked for a new one as its broken they refused so I had a rant and they just laugh in your face, Car phone ware house staff at drakehouse are nothing but low down dirty snobs.

Last I looked ....

You're only entitled to a completely new handset within 28 days of purchase, or at the retailers descretion. Once you agree to the item being repaired, the retailer is no longer under any obligation to replace it with a new one.

You *do* have to accept a repair or a reconditioned phone, or go without.

That's pretty much how it is with all retail items.

I agree ''fit for purpose'' doasnt cover general breakdown, now if in the general design meant it was awkward or impossible to make calls then that would be different, fact is it worked as advertised, but broke down, after 28 days the shop can replace it ir repair it as they wish.

C

I agree ''fit for purpose'' doasnt cover general breakdown, now if in the general design meant it was awkward or impossible to make calls then that would be different, fact is it worked as advertised, but broke down, after 28 days the shop can replace it ir repair it as they wish.

C

Then try this I had the same replaced or (apparently repaired) 3 or 4 times by them paying £18.50 each time till they decided the handset was not very good and they charged me another £18.50 when it broke again to have a different phone, And they restarted my contract as a separate contract closing the other but continued to charge me for the other contract as well as my new one for the next 5 or 6 months, Fair?

Then try this I had the same replaced or (apparently repaired) 3 or 4 times by them paying £18.50 each time till they decided the handset was not very good and they charged me another £18.50 when it broke again to have a different phone, And they restarted my contract as a separate contract closing the other but continued to charge me for the other contract as well as my new one for the next 5 or 6 months, Fair?

I would say not, and i can't understand why they would end the contract, and on doing so make you still pay for it !!

Hubby went in last year for contract phone.They recommended getting one with the monthly insurance where after having the phone for 6 months you can go back and get your phone upgraded.I was with him when he got it and they made it sound so simple.He went back this week to do this and was told if he upgrades he will lose his number.They didn't tell us this when we went in for the phone.His number is used for business so he doesn't want to lose it.
We dont usually bother with the insurance on phones but they made this sound really good.

I think the insurance you have taken is their lifeline insurance which allows you to cancel your contract after 6 months not upgrade. I take this insurance as it means I don't have to keep the phone for the full contract term if I don't like it/get bored. It costs £30 to cancel the contract.

Then you are free to take out another contract, unfortunately this means a new number as it's not technically an upgrade.

Has anyone got anything decent to say about these people ... ????

Story : Hubby bought me a phone from the Drakehouse store in December last year for Xmas. It broke in March so I went back, they refused to swap it, & offered to repair it - I ranted for half and hour about it being £150 & I am not having it repaired I want a new one. Eventually, they gave in & I got a new one. Then about 8 weeks ago, it went again, so I trundled into the one at Catcliffe - closer on my way home from work & they said they would repair it - fair enough I said, but what if it goes again ? The manager said if it goes again we will replace it. Ok I thought so they sent it off for repair. It came back with everything wiped off it ! Ah well never mind I thought. Anyhoo at the same time I had taken my Blue tooth headset in as this was knackered too. He swapped that with no problems. So I get my phone back a week later & it's fine, until 3 days later when it dies again. So I trundle back in, and they say oooh sorry we need to repair it ! No you dont - you need to replace it - your manager said you would, I said. Oh no - not with a new one, we can give you a reconditioned one no problem, but not a new one I'm afraid. As you can imagine I was not best pleased, then he tells me that they don't have any of my model, so would have to give me an alternative, now this alternative was around £100 when mine was bought so I explained I would be losing out & he just shrugged. Said there was nothing he could do !!
Surely there has to be something I can do ?!?! Any ideas anyone ?

I bet your phone was a sony erricson then as back then they were being returned left right and centre specialy the 850 and 850i.