CPW contract question

Jon33

Jon33

Jon33

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18 Feb 2007
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To cut a long story short I sent my C905 off to be repaired beginning on December - came back to me still broke, couldnt order me a new one so given the option of a replacement of similar value. Given options of worse phones so declined - Given an email address for "cdunstone" to bring the issue up; sent email, no reply in 5 days so sent another email to get a reply that the email adress is no longer in use. Sent complaint email to CPW and now waiting for a reply.

This has been about 2 months without the phone I'm paying for with the contract. I am entitled to cancel my contract because of this?
 
Why couldn't they order you a new one?

Have you been into a shop or just contacted them by phone?
 
No you cant cancel your contract with them, Airtime contract is with the network not CPW. Dont give up, keep on at them. I had the same problem with a Samsung I8510.

That went off for repair and came back even worse. CPW local shop did everthing possible, cant fault them, its higher up the chain where it gets tough. The shops cant do any thing as its now a problem for repairs. Phone up CPW main number and try them, keep ringing back.

I was put on Helping Hand Set which means that you get the chance of 3 handsets, all of which were well below the spec of mine. I refused all 3 stating I chose this handset for its spec. I finally got a brand spanking I8510 from shop stock after 3 weeks.
 
That sounds exactly the same as me sven, did you just keep ringing the CPW number from the website? The shop have tried to ring the repair place for me and said they cant do anything more. What did you keep asking for when you rang? Ive sent an email to complaints who say they are getting in touch with the repair place now.
 
The guys in the shop were fantastic but their hands were tied, most decisions have to be made higher up the chain.

Kept dialling the 0870 087 0870 number. Basically we went for a high tier handset with a probably higher spend contract; your handset should be guaranteed for at least 18 months, if its faulty then they should either repair it or if they can’t repair it. Replace it

My bets are they want you to swap for something like a 6220 Classic or a Samsung Soul? This will be a HAB- Handset and Battery only. No Charger, manual or box. Someone else’s carp!!

I didn’t get shirty or snotty just put my point across, first couple of droids I spoke with were reading from a script but I persevered and got through to someone who knew what they were doing. He arranged for me to go to the shop and have it exchanged. Make sure you get them to put all the notes on your account stating how unhappy with the service you are recieving.
 
Exactly the phones I was offered lol, I was gona wait for a reply from the email I sent but I guess ringing can't hurt hopefully I get one of the useful guys. Thanks for the reply!
 
why couldn't they repair the phone?

the only times i have seen phones come back and intentionally still broken are if they are non-warranty problems (i.e. water damaged, cracked LCDs, physical damage). this takes ~14 days

If a warranty fault cannot be repaired, the phones get sent back to the manufacturer where they are repaired (or more likely, exchanged) ~28 days


go into the shop, ask to see the repair notes. These are separate from your account notes and are taken down by the engineers or anyone else within CPW who is handling the repair.


If you are offered an exchange, it is likely to be a HAB (handset and battery) or a Clerance Handset.
These are either refurbished handsets or 14 day returns.

if you want to make a complaint higher up, do it using the number under "contact us > Help and information > Complaints Policy" (near the bottom)
of using the form at http://www.carphonewarehouse.com/commerce/servlet/gben-contact-ContactForm?CONTACT=BOSS

as said earlier in the post, store staff will do everything they can to help, but we can only do so much
 
The store staff have been excellent and have tried ringing the repair centre etc but unfortunatly they can't do anything about it. The bloke in the store showed me the repair notes when the phone came back, blah blah was replaced. However the phone was still broken when he turned it on. He then couldn't order me a replacement as there was none on the system to which I wa offered the 3 choices.. all of which were not up to spec with the broke phone. Thanks for the link, didn't see that on the website.. I'm guessing thats a link to the "cdunstone" address the bloke in the store gave me.
 
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EirePlane, as I said, shop Guys and Girls were fantatstic. Couldn't have been served by a more helpfull or friendly bunch.

Mine went in for a screen problem, screen went loopy. Repairs changed the screen, motherboard and battery. Got a test report saying all was fine. It came back a flat battery, menu buttons not working and turning its self off and then back on. was only 3 months old. They said there was noting they could do, they couldn't even exchange it for a HAB as they had none in stock at shop or repair center.

I ws offered the 6220 Classic, Samsung Soul and another random £70 PAYG phone in exchange forone of the above HAB only though. That sounded like a good deal!!
 
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Jon33 said:
The store staff have been excellent and have tried ringing the repair centre etc but unfortunatly they can't do anything about it. The bloke in the store showed me the repair notes when the phone came back, blah blah was replaced. However the phone was still broken when he turned it on. He then couldn't order me a replacement as there was none on the system to which I wa offered the 3 choices.. all of which were not up to spec with the broke phone. Thanks for the link, didn't see that on the website.. I'm guessing thats a link to the "cdunstone" address the bloke in the store gave me.
Click to expand...

i imagine it is a link to the cdunstone address although I always thought it was dunstonec.
I would gladly give you the address if I could remember it, but i simply can't remember which email server he is on (there are at least two used in different areas of the company). They used to give out the email address in the catalogues, but none of our branches have had a proper one since Christmas, just the flimsy "sales guides"

Have spoken to customers who emailed the CEO office before and that usually gets things done when other departments are deadlocked.

As for Charles Dunstone himself reading the emails, i'm pretty sure he does read at least a few of them. I have been helping customers who have spoken to him personally over the phone regarding an issue (and seen the notes to prove it) ;)
 
Yeah the guy in the store pretty much told me give that email address a shot as hes had people who he couldn't help but have managed to get sorted via it. Fingers crossed eh!
 
Finally got round to ringing them, they aint gona budge and let me take a phone from the store... apparently it can't be done. They've offered my a samsung pixon, a nokia n95 8gb and a SE C902 now though. I'm going to ring back on monday to see if their is any C905s available yet.
 
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