my letter of complaint

My letter of complaint to the carphone warehouse... they implied that both me AND my 21 year old sister were lying on 2 different occasions!!

Dear Sir,



Towards the end of September 2006 I purchased a mobile phone on the internet for my son’s birthday on 24th October. Unfortunately, the following day it started to freeze and then restart.



We took it in to the Liverpool city centre store and asked for a refund on 11th November. This was refused and a repair offered. We accepted this and on 23rd November collected the repaired phone.



Shortly afterwards the problem started again and on 15th December the phone was returned to the store by my son for repair. A month later on 16th January it was ready for collection but still proved to have the same problem.



On the 20th January the phone was again returned to the store and a new phone requested. This was collected on 27th January but the new phone had the same problem of intermittent freezing.



By now thoroughly disillusioned my son returned to the Liverpool store on 3rd February and asked for a refund because both phones had the same fault and he was out of pocket with all these train journeys into Liverpool. He was refused a refund and told he could only have a reconditioned phone in exchange. It was only at this stage that it was made clear that his replacement phone had been reconditioned and not a new phone.



On 15th February my daughter went into Liverpool and asked to speak to the manager. In the event she spoke to the team leader who then said that as the phone had been purchased online she needed to speak to head office. She went outside the store and phoned head office who told her that it was the store manager’s responsibility to deal with such issues at his discretion, so she returned to the store to speak to him. The team leader then cast doubts on her integrity saying that he did not believe that she had spoken to head office and that there was no record of this. She then asked him to phone head office to check that she had called and that he had discretion to sort out the problem. He did phone to check that she had called head office but refused her second request.
Also, we were unable to find any reference in the terms and conditions to reconditioned phones being issued as replacements. If, as the store staff said, this appears on a repair form then I can only state that none of us has any knowledge of signing such a form and the shop could not produce a copy. My son was then told that he should have a copy so he showed them all the receipts and paperwork from Carphone Warehouse. He was then told that it would have been sent off with the repair. This does not seem right as surely the purchaser should have a copy of your terms and conditions for reference?



By this time the manager was available and the team leader discussed the matter with him. The manager said that it was not a management problem and the floor staff should be able to sort it out. If the staff cannot deal with a problem surely it is up to management to take the responsibility to do something and not pass the buck back down to the staff.



I am extremely unhappy at the standard of service which we have received and the manner in which we have been treated. There is obviously a fault with this particular phone and it is not fit for the purpose intended. I have since heard of two other people with these phones who have suffered the same problem so I do not believe that our experience of this fault is unique. Whilst your company has enjoyed payment in full for this phone we have had months of inconvenience and expense and still do not have a fault-free phone.



I am therefore requesting, under paragraph 48 of the Sale of Goods Act as amended a new phone within 10 working days or I will be forced to take legal action.


Yours faithfully





J Taylor (Mrs)

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A good sensible letter. Firm, but polite and no name-calling.

yes

my nan helped me with it it is written as if my mum had written it btw

i hope i get somewhere with this

because i realllly dont understand the fees for the small claims court: http://www.lawpack.co.uk/small_claim...ave_to_pay.asp

i dont understand the Recoverable costs part

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Carphone Warehouse is a cranky place thats always hit me with their attitude and stubbornness.

If you have send that letter in, the CW CSR will probably write back to you appeasing you not to go court as they lose a lot of credentials, time, money and customers like this and aim to settle it immediately out of court!

The Small Claims Court fees is case dependent: depends on how much your claiming. £300 will be £30 you pay. Additional money lost from you paying a solicitor, for filing the case, travels, missing work, witnesses (and their wasted cash) etc can all be recovered if you win by ordering the losers to pay.

Thanks for putting that simply

so baisically, i pay nothing if i win

but everything if i lose?

supose this is what they call an "all or nothing" situation

my mum was thinking that they might ignore the letter because they do not think it will go to court..

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I would be suprised if they ignore the letter.

Now that you have sent it I would allow a decent amount of time for a reply before telephoning them and following up. Sometimes you will need to get on the phone and literally force your way though to someone in management.

In extreme cases in the past I have called head office of companies in the UK, asked for the MD's office and got their PA. I have then managed to get the complaint logged right at the top and dealt with far more efficiently. I should stress this was only after following the correct complaint procedure and not getting anywhere though.

You will find the only way with these things is perserverance, they count on most people giving up and going away quietly. Once it's sorted make a mental note of who you won't choose to give your business to next time

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Also if you speak to anyone on the phone ask their name and position and make a note of it. (I always forget to do that and regret it afterwards.)

think weve done all the phoning!! even though they didnt believe we phoned!!!!

im just hoping we dont have to take this to a small court

its not the fact that i have a faulty phone that im bothered about,

its the ignorence of the staff!! and even the manager!! (stood in the background watching and saying "its not a management problem, my floor staff can deal with it" obviously not because we tried with them 3 or 4 times!!!

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Any news on the phone mike???

just be warned when you phone a call center and ask to speak to a manager you dont allways get one. Some times you are passed onto their neigbour on the phone next to them. (Oh the joys of working in a call center) lol. Just through sheer perserverance that you will end up being put on the phone to a manager.

nope, had nothing back from them.... the phone seems to be ok now, dont think im doing anything about it anymore... just not buying from them again and definatly not reccomending them... one time when we were making out complaint in the shop, there were 3 other complaints going on at the same time!! and none of them were resolved!!!

Be surprised


p.s. consider this thread as "a bad word" about the carphone warehouse

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