Best Wishes
Reg
&-- Forwarded Message &-
From: regis auckland
To: [email protected]
Sent: Friday, 11 March 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
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