I was prompted to write a post about Carphone Warehouse because I had many problems with them and then someone I know were miss-sold a product too! They went to upgrade their phone and were told that the deal included unlimited internet access.

When he rang T Mobile for something else he was told that he’d been charged and it was NOT free at all!

When Carphone called me about the blog post I wrote before, I told them about my friend so that they could contact him about this case of mis – selling as well.

Since then my phone’s been playing up. I don’t get replies to texts so I check the details and it says it’s been delivered but the recipients have NOT received it.

I rang T Mobile, received an update by sms, acted on it and the phone was slower.

T Mobile did something else and I was then getting message saying ‘NOT delivered’ when they obviously had been because I received replies.

We then re-set the phone to factory settings. It was even slower. Messages were received twice when they were only sent once. The sent items didn’t show the messages that had been sent and so on.

So I called Carphone as T Mobile said the phone was faulty.

I was advised that the store would have a loan phone. There are 2 types; free ones and those that one gives a £50 deposit for but it is given back. I asked him to put notes on my file about the call as I now expect trouble with Carphone.

I got to the branch. No loan phones of any sort.
Free ones do not exist either.
They cannot get a loan phone sent from another branch via internal delivery.
No options, but to go without a phone until it’s repaired!
The staff at the branch said it could take 1 1/2 to 2 weeks.

I called them back and was told that the gent hadn’t put notes on my account and he had mis-advised me re loan phones as all branches do not have them. I was told that he could have checked before sending me to the nearest branch and that it could actually take up to 28 days for the phone to be repaired.

They offered to put a voucher on my account so that I could buy a cheap phone to use whilst this one is being repaired. They said £10 would cover it but they’ve given me £20 just in case.

I got to the branch and the £4:95 phone had been sold out. The next one up was £10. That was gone too! So the next available was £20 PLUS £10 top up!

I had been given a £15 voucher as a good will gesture for the hassle I blogged about in the first post I wrote so I used that to get myself a phone!

Again, I’m not impressed!
Would you be?

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Mayank · July 18, 2009 at 8:43 pm

Hi Heena,

Hope you are well?

I read about your woes with Carphone Warehouse. Given all the issues you’ve been having, I would suggest trying to return the phone and cancelling the contract altogether.

I have had success in the past writing an E-mail to the director of Carphone Warehouse – not sure if they give this info. on their website anymore?

Phones4U seem to have much better customer service. Sometimes, you may also receive better customer service if you buy from an operator’s shop directly e.g. 3 or O2 etc.


Helen · July 18, 2009 at 9:11 pm

I have Tiscali Broadband and are horrified that Carphone Warehouse have taken over Tiscali. I have heard too many horror stories about CW Support and Marketing ploys.

Julie Arnfield · July 18, 2009 at 10:03 pm

Dear Mrs Modi,

Thank you for your email.

I’m very sorry about the service you received. Carphone Warehouse sets very high standards of customer service but in your case these were not met.

Our loan phones are not guarenteed they are subject to availability and if there are none available in store we cannot provide one for you. Also we do offer free of charge loan phone so the information you have been given below is incorrect, they are also subject to availability.

If you need more help, please reply to this email or call Customer Support on 0870 0870 168 between 8am and 8pm Monday – Friday, 9am – 8pm Saturday and 10am – 5pm Sunday. One of our Customer Support advisors will be happy to help you.

Kind regards,
Julie Arnfield
Customer Support

Heena Modi · July 21, 2009 at 2:17 pm

I’ve still not received the cashback that was due within 6 weeks!

Is carphone warehouse really popular and over stretched or are they just inefficient?

Heena Modi · February 2, 2010 at 5:34 pm

Phone’s messed up again! Similar stuff. Says texts haven’t been delivered but it has coz I got a reply!
Wake up alarm wont work
Calendar alarm makes the phone freeze if the alarm was set for, say 7 a.m. but I turned the phone on at 7:30 a.m. and thus ‘missed’ the alarm

Anyway finally got someone to deal with the problem from beginning to end

Dave has spoken to the repair team to ask them for options to go forward from here. They said it had to be repaired again. However, Dave’s not willing to take the risk and the repair’s clearly not worked before and he’s raised £130 for me to buy a new phone

Will get on the case ASAP 🙂

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