Best Wishes


Reg


----- Forwarded Message ----
From: regis auckland <[email protected]>
To: [email protected]
Sent: Friday, 11 March, 2011 8:58:20
Subject: Fw: Complaint


Dear Mr Charles Dunstone

I wish you to be aware of the appalling service I have received from the Carphone Warhouse today and the lack of resolve to my complaints.

What they have done is not fair, decent or moral and I wish you to help me resolve this issue.

Yours sincerely

Mr Régis Auckland


Copy of letter to Carphone Warehouse below

Yesterday I was contacted by your South African call centre at 02.07 pm offering me an upgrade. Your representative was on the phone for 22.57 minutes selling me the upgrade and left little opportunity for me to respond.

My concern with the existing phone was the poor signal that I have at my address with O2, she said it was down to the antenna on my old phone and there would be no problems with the new upgrade. This she reiterated at least twice.

Today I received my new phone, no contract or notification of the terms agreed, just an envelope stating that:

“Important – Read before opening” Please note that by inserting the enclosed SIM card into a handset and using it, you have signified your acceptance of the Terms and Conditions enclosed and will NOT be able to return the handset or cancel the airtime contract under the Consumer Protection (Distance Selling) Regulations 2000

My complaints are:

a) I have a new/replacement phone that does not pick up an O2 signal in my home, and cannot be set up because of this.

b) My present contract with O2 expires on Saturday and cannot be extended making my old phone useless from this Saturday while I am away on a business trip in France and that nothing can be done about it.

c) Although I have not used the new SIM I cannot return the phone or ask to be change to T Mobile or Orange, both work well on my son’s identical Black Berry Pearl phone in my house.

d) That the 14 days cooling off period is null and void because I had the audacity to not just look at the phone and just see if it was attractive enough to use, but to check the signal strength!

I spent from 12.00 hours until 15.15 hours today trying to resolve the problems with the Carphone Warehouse re the poor signal and the fact that I would have no phone to use from this Saturday while on a business trip in France.

Table of events

1) At 12.00 hours I received the new phone and found out the signal on the new phone is just as poor as the old.

2) That I cannot set up the 3D on the phone as the signal so poor.

3) I then made contact with the Carphone warehouse and spoke to Jennifer re the problems, Jennifer just kept stating that because I had used the phone that I had entered into the contract which could not be broken unless the upgrade had been miss sold to me. That they would make contact with South Africa and listen to the taped conversation to see if there had been any miss selling this would take 72 hours which she later change to 5-7 days.

4) I explained about the terms on the envelope containing the new SIM and that I had not used this SIM. She said that I had used the phone and that the contact was now automatically in place. Jennifer said it was dependant on the outcome of the taped conversation as to whether the phone would be replaced. That I was to use the new SIM and see if that improved the signal, to this I said no as it would break the implied terms written on the SIM envelope

5) I then spoke to a man from returns who said also stated that regardless of what the message on the new SIM envelope said that I had used the phone and therefore had entered into a contract with yourselves regardless of whether the phone worked or not.

6) I again spoke to Jennifer who put me onto a Sarah from your company and again no joy, I would have to wait and if I wasn’t prepared to try the new SIM go without a phone until the outcome of taped conversation. Sarah said that I could not return the phone until then

7) I went down to the Carphone Warhouse in Dunstable and was helped by 2 young ladies who were a credit to Carphone Warehouse. I told them of my plight and they said there should be no problem to change network or phone as I had 14 days grace, I hadn’t used the SIM and even if I had if I had gone to them to renew my contract the phone would have been changed anyway. They made contact with your offices, who again said there should be no problems in changing networks or phone. They then looked at my file and said there were a lot of notes and made contact with the complaints department. They were told as I had already complained there was nothing they could do until the matter had been investigated. The young ladies then tried to contact a senior manager via e-mail re my complaint only to find the guy was on holiday until the 14th of this month. This tok about one and a half hours in total.

I have been a customer of Carphone Warhouse for a quite a few years without hitch; today I have lost all faith in common sense, fairness, and the management at your concern. My business trip to France will have to be without a mobile from Saturday and no phone until 5-7 day’s time. I am assuming to rub salt in the wounds that this 5-7 working days not including today!!!

I am giving myself time to cool down before I contact outside sources to help with my treatment and claim. I shall not let this case rest I assure you.

Mr R E G Auckland

5 MONTHS AGO CARPHONE WAREHOUSE UPGRADED ME TO A LG CHOCOLATE. I AM 60 AND DID NOT GET ON WITH THE TOUCH SCREEN, THEY WILL NOT CHANGE. THEY WILL SWOP FOR ANOTHER CHOCOLATE. I HAVE TO GO 19 MONTHS LEFT ON CONTRACTCT WITH A PHONE I CAN'T USE PAING 30 POUND A MONTH. HAVE TRIED 3 TIME TO GET THEM TO CHANGE IT BUT THEY WONT.

I took a mobile contract out with Caphone Warehouse in January 2009 where I was on a high tariff due to the value of the phone. The network provider was 02 and the handset was the new Nokia Arte Carbon.

Within the first 16 days I declared the handset faulty and was advised by the Branch Manager of the store in Manchester where I had taken the phone out, that due to length of time being over the 7 days, I was unable to cancel the contract but he would do what he could to ensure that the handset was replaced with a new working handset.

It took Carphone Warehouse over 4 months to acknowledge my complaint regarding my handset. During this time, I made various phone calls to the store manager and head office, wrote letters as per their complaints process enquiring about the status of complaint and how long it would be before my handset was replaced. But no-one could help me and instead I was passed from person to person. At the same time I was expected to make my monthly premiums for the line rental and also the insurance despite the phone not working to its full capacity.

In April 2009 I then liaised with OFTEL who advised that I would need a “deadlock letter” from Carphone Warehouse before they could intervene. It was during my request to the Head Office for this letter that it had come to light that my complaint and the numerous conversations that I had, had with the Branch Manager of the store in Manchester, were never recorded on my file! So the numerous promises and re-assurances that he had made were not only false but there was no record of them anywhere. It was at this point Carphone Warehouse also refused to cancel the contract or provide me with a new handset, instead I was told to choose another handset which was of a different value and range!

I then escalated my concern to the Regional Manager of Manchester – Ian Jude – who provided me with an immediate resolution based on the numerous legislations that had been broken by Carphone Warehouse, whereby I wanted the contract to be cancelled, the handset to be returned and any money owed to me to be returned. He agreed to this minus any compensation and within a few days requested me to return the handset and agreed a monetary figure (the value of the premiums) with me which he and a lady from the Head Office had agreed to raise in a cheque immediately to allow me to pay off the mobile provider myself.

However, after returning the handset and requesting an early settlement request from my mobile provider, Carphone Warehouse the decided to disputed the amount and refused to issue the cheque until I, as the customer, provided them with prove why they should issue me with the cheque or the value agreed.

So not only was I left with no phone, I was left with an early settlement invoice that needed to be paid by a deadline otherwise I will have defaulted with the network provider and no money to do this with! I am now still chasing Carphone Warehouse on numerous occasions to find that once again I am just being passed from one person to another, and also provided with very conflicting information. Not to mention all of this as a cost to me.

I would appreciate any advice or support to this as I really do not know what to do or who to turn to. I have spent so much money in phone calls/letters and also am finding that I am getting no where.

I have been a customer of talk talk for 2 years now and unbeknown to me I have been billed for caller display form the start of my contract. I have only been made aware of this today and did not request this facility with my original order. I do not have a phone with caller display capability on it so it is therefore useless to me, whn i advised them of this they told me they would neither credit my account or refund the money for a facility i didn't order and cannoy use. I also requeste to rever back to paper billing as i cannot access my on line account, they did not action this as and when requested so subsequently my account fell into arrears which was brought to my attention via a letter from the company, I peompty settled the outstanding monies but am aggrieved that they seem to be able to act as thet please.

I purchased a laptop on 09/10/09 from Westfeild. Upon the purchase there was a disagreement by 2 staff members about the laptop being a demo product. The seal of the box was opened and when questioned why it did not come completely sealed, i was told that the sales agent opened it to check the product in the back office. However after confirming with Leasa Crowe (sales agent) i was assured by her that the manager has agreed it was new. On the box itself it is maked demo and scratched over which the manager thereafter initialled against the scratch to confirm the laptop is brand new.I asked Leasa if she had any other stock of the PC as I was not happy with taking home a tampered box but she said its the last pc left so i asked her if she could order another one for mebecause i was willing to wait and she said that was not possible.I thereafter took their word that the PC was new and Leasa also kept emphasizing that there are NO RETURNS. Upon arrival to my home i switch on the pc, I was appalled to notice all settings were pre-loaded and I was not given the option to set up and configure the settings, unlike a new laptop would start up, also folders were already created. I am quite knowledgeable about laptops and have owned many to know the start up process. Further there is two users created, one being branch login and the other, GIS user. There are also passwords set up (which are unknown to me) restricting me from installing the mobile broadband. I am a first time customer to Carphone Warehouse and i am utterly disgusted with the customer experience. I will surely escalate this matter as i feel as i have been mislead and cheated and sold a demo item, rather than a new one which i have paid for.I have emailed their customer services division and to date still await their response.