I have been with CPW for over 5 years now and my last phone started playing up after 8/9 months. I put up with these problems for a few months until the phone would constantly turn off and on while in my pocket. I took the phone to the store in Kensington High st they took it off me and ordered a refurbished hand set & told me it would be a good phone, a phone that had been sent back within 14 days of someone opening the contract. Confident I was getting a good phone I made the trip back to the store a few days later after receiving a call the phone was with them. The refurbished N95 I got was worse than my original & after charging, it was on off on off cutting off when I was using it and then developed into only turning on if I took the battery out and replaced it, then finally on the same day it turned its lights off forever.
Now, I took the phone back to the same shop only to be told I had 2 options the 1st was- another refurbished phone.
now after this experience I did not want a refurbished phone, in fact I would rather have my original back.
My 2nd and to my disbelief was - to have the phone sent for repair.
Now when I buy something faulty I expect a NEW replacement NOT a repair.
I tried to leave the phone but they would not accept the phone nor give me any help or advise just harsh customer service.
After 2 weeks of nothing, no contact to see if my position had been resolved I went to another store again at my own cost and was told the same thing Again I spoke to CPW on the phone after the store and again no help. I went back to this store about 3x over the next 2 weeks to find out if I could get another refurbished hand set as I refused to have it sent for repair. And was told no N95's left new ones are available but broken ones are not is what they wanted or should have said.
Another week or so I went into another store and was helped finally. The staff were very helpful but had there hands tied although they did argue my case with CPW which had now been passed onto the insurance team as my refurbished handset was faulty and sent back for repair. Nobody seemed to understand the phone was given to me faulty.
When I finally sent the phone in for repair about 2 months after handing over my handset they sent it back and told me it had water damage, they were actually going to make me buy a new phone until I repeated about 10x that the phone DID NOT WORK when I got it.
oh and the phone came back with a hole and crack on the casing too.
so after another few days of arguing on my behalf they offered me 5 refurbished handsets again why they cant give me a new one after all this I don't know. so the 5 phone only 1 was a Nokia the only phones I like (is this a crime?) but this the N5800 looks cheap and nasty. I only got this contract of £35 per month for the N95. I have told them I want the N95 or I would accept the N86 but guess what they don't have one available so now I have no choice except accept a phone I DON'T WANT and carry on paying the bill. I have spoken to the complaints team and asked for a cancelation but guess what, yes they cant or WONT. I asked to speak to MARTIN DUFFY a name I was told would help. Guess what they would not put me through to him they said do you have his extension number. If anyone has it please tell me. or any advise or comments please send them to me at [email protected]
I am now considering leagal action.