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I ordered a phone from Carphone Warehouse last month. When it eventually turned up they'd sent the wrong one (wrong model)
At the time they were pretty good promised an exchange within 5 days, and sent out a DPD return label by email, and the tracking shows that it reached their warehouse two days later.
Unfortunately they have no further record of it and things have kind of deadlocked. Every time I call they promise to "query" the situation and that they'll have answer in 3-5 days, in a Groundhog Day loop.
Their argument is that I could have returned anything and until they find it there's nothing they can do. In the meantime I'm paying a contract for a phone I don't have, and have been doing so for a month.
Is it irresponsible to claim on my insurance for the loss? There's no apparent way to escalate things with the Carphone Warehouse support people.
They are. They lost it.
100% their problem. Why are you still paying, cancel the direct debit!
They engaged the courier, so they're the ones who have an issue with the courier.
As it stands, they've failed to fulfil their side of the contract so Lord only knows what you're paying for.
If it’s showing as received by them, it’s all on them. Perhaps mention that if they don’t find it/sort this out to your satisfaction ASAP, you’ll consider legal advice. Bet they find it pretty quick then...
Direct Debit is with Vodafone, not Carphone Warehouse. I think not paying would cause serious problems re credit history etc.
Well they do have shops.... have you tried going in and loudly explaining how they have lost the phone they sent you, after sending you the wrong one and you want your money back.
Hang on. Do you mean you're contracted to Voda for your service, and bought a phone outright from Carphone Whorehouse? If you've bought a phone on contract from CW, you're paying CW who then pay Voda, no?
They know the IMEI, they can turn the phone off permanently, and back on if it turns up. They have received the item so the courier isn’t part of this, they need to sort your problem out.
You can't make this up. They've now found it but won't send the replacement because the original tariff isn't available (black Friday thing).
Woman on the phone threatened to terminate the contract unless I agreed to pay the higher monthly fee. Not going to happen. Small Claims Court action lodged.
Obviously it would be unfair to name this bunch of callow bastards so I won't tell you that it's Carphone Warehouse.
Sounds like you could be still talking to a base level computer says no dribbler. Advance it to knuckle dragger superviser next followed by janet and john literal level 'manager' if that still does not work. They pay bobbins and only really get the scrapings to work for them.
You can’t make this up. They’ve now found it but won’t send the replacement because the original tariff isn’t available (black Friday thing).
What, exactly, has the tariff got to do with the phone? They are two completely separate entities, O2 certainly have the tariff separate from the phone, you just pay one price for the bundle, which, in this case, as you’ve signed a contract for a specific phone/tariff bundle, should still stand. Idiots.
Obviously it would be unfair to name this bunch of callow bastards so I won’t tell you that it’s Carphone Warehouse
You should probably see if you can edit the OP then 😉
Let them cancel the contract and consider that you've dodged a bullet by not getting tied into voda-****s.