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Readers Complaint: Carphone Warehouse Manager and employee so rude

We had a comment sent in by a MR A about a Carphone Warehouse Manager and a HO employee who have apparently been pretty rude, so we thought this one should be seen by all our readers as an article and not a comment.

Obviously we read all comments sent in by our readers and we thought you should read what MR A had to say, we here at phonesreview.co.uk always listen to our readers and of course if Carphone Warehouse wishes to answer this compliant then please do so.

What MR A Wrote:

To the Carphone Warehouse Employees, I can’t believe how a manager and a HO employee can be so rude to your customers.

To call a customer stupid and accuse them of slagging off your company is just terrible customer service, which goes along with everything I have experienced with Carphone Warehouse. I bought my iPhone contract form CPW and my girlfriend bought her iphone contract from O2, I have received numerous scam calls and obscene text messages from sex-line style numbers.

My girlfriend has never had any such calls or texts, so this seems to be a problem when buying a contract from CPW only even if it is not directly your fault. Ideally we consumers should make a point to always go direct to the service provider (O2) and not deal with box shifters like you.

However some people will have to deal with you and surely you should be advising them on how to deal with these calls if they receive one, I would have expected to see a response like: ”We CPW are aware that some third party companies have found a way of contacting some of our customers with Contract phones. This is in no way solicited or condoned by the CPW. Please be aware that we are working on a solution that should bring an end to these calls. In the meantime please feel free to call your local branch where a member of staff will be happy to assist you in how to deal with such calls safely. Please accept our apology for any inconvenience this has caused you and thank you for your continued custom.”

To Chris and The Store manager why don’t you put your contact details up on here so your managers can back up what you are saying. As I think these comments show the exact problem with CPW and that is obvious.

They employ absolute idiots who have no idea how to do their job properly.

Comments

45 thoughts on “Readers Complaint: Carphone Warehouse Manager and employee so rude”

  1. Becksatcarphone says:

    Hi there,

    My name is Becks and I work for the Carphone Warehouse Social Media team

    I’d like to thank phonesreview.co.uk for bringing this customers complaint to our attention.

    We are very concerned to hear about the service Mr A has received and would like to apologise for this.

    We would also very much like to discuss the matter with Mr A. I would urge Mr A to contact us via email at cpwcares@cpwplc.com.

    Alternatively we are on Twitter if it’s easier to contact us this way via – @cpwcares.

    We are here to help and if our customers have received poor service either from our call centers or from our stores we are more than happy to look into this.

    The problems described in the article sound similar to issues described in our help section of our website concerning rogue insurance companies.

    For any other customers out there who might have experiences similar issues from 3rd parties, please have a look at this link for further advice.

    http://www.carphonewarehouse.com/support/repairs-insurance-lost-and-stolen/rogue

  2. Noumi says:

    I have been trying to resolve an issue with for more than 8 weeks, but with no luck. CPW’s TalkTalk customer service is extreamely unprofessional and misleading. Each time I contacted them, I always get some assuarance to get someone to contact me to resolve this matter, which until now nobody has responded to my calls, emails, etc.

    I am considering to file some complaint against such unreliable TalkTalk to Ofcom and to Trading Standard.

    Do you have anymore suggestion to help me in this matter?

  3. Mimi says:

    I have an O2 12 months contract with CPW. As I am leaving the country, I called CPW customer service to end my contract earlier. In my first call to CPW, the advisor told me that I can disconnect a month before I leave the country without paying anything as I have a credit balance in my bill.
    In my second call to CPW to disconnect my phone, I was then told that I cannot end the contract unless I pay the remaining charges (ie 4 monthly charges till the end of the contract in July 2010). I questioned why CPW gave me two different advises. The advisor who keep saying that I can only end the contract in July seems quite angry with me when I don’t agree to pay the remaining payments and he said, ‘What do you want me to tell you?’. I just said, ‘Never mind and bye’.
    I just think that the advisor should be more courtesy and try to find alternatives to solve my case. For instance, maybe I can go for cheaper rate to reduce my future payments. I think the advisor would really need to listen to the customers’ situations.
    I then called CPW again to ask for any cheaper rate to reduce payments before ending the contract. This advisor (a different advisor) kept saying that I can only end the contract when it is due. It seems that CPW advisors cannot handle ‘disconnection’ queries very well. I think CPW should review their customer service and procedures on disconnection in order to improve their service level.
    On a note, O2 Customer Service is excellent in handling disconnection requests, from my own experience.

  4. bina says:

    I recently have got a blackberry contract from Car Phone Warehouse in Stratford branch – London. (28 January, 2010)
    Although, it was an upgrade for Orange network and the deal which they offer me was standard for any customer. Sales Assistant offered me a promotional deal package details: Unlimited Landline, 1200 mins and 500 texts and including blackberry features and unlimited internet and £10 cash refund every month.

    So, £40 monthly plan which will be £30 after cash back every month from CPW. Later, I called Orange for inquiring MMS and they informed me that it’s extra feature and will be charged, and for any changes I have to contact CPW and things would have be different if I would have upgraded directly with Orange, however I brought this to their knowledge that I have never been contacted for any upgrade from Orange and that’s why I went to CPW, the reply was surprising that we have many customers so we can’t call everyone for upgrade.

    Shortly, the received bill from orange didn’t cover landline neither cash back. On inquiry, Orange informed me, somehow it’s not covering me for the rest of the plan and it’s not applied properly by CPW.

    I was understandably outraged and immediately went to the store and faced a few rude and confrontational people at CPW, who never want to own any liability or perform after sales service. They told me we are too busy in new sales and after a long wait they informed me that we can’t do anything about your contract this led to arguments and when later they confirmed with Orange they found out I was right and there are no landlines or£10 cash back applied. So then they rectified their £10 cash credit as a Big favour to me but did nothing about the unlimited landline, and as I was in desperate need of landline I have to pay extra £5 for upgrade. I literally felt lonely and helpless in this situation.

    In this whole scenario I was not approached by any Manager or senior member of staff. When it comes to sales everyone is ready to serve but when it comes to care it’s a waste of time and miss on new sales. I believe it can be a human error but they can be sorted out with good customer service and sorting out the solutions. The way the handled it was really unprofessional.

    All I wanted was to give me the package we agreed or cancel my contract as I fall within the time frame of 14 days as they had posters everywhere advertising their 14 day money back guarantee. And they didn’t do it.

    I am very stress as I am not happy with the contract and don’t want to feel unhappy for 24 months, I want my package for £30 a month or cancel my contract. I would like the relevant staff members to look into the matter and resolve it as I have wasted my time (Sunday), effort and money for such a waste.

  5. Az says:

    Do not but anything from the Carphonewarehouse..
    They are a bunch of conning, uneducated, low class & unethical beer busting twits. How can people who have no moral outlook sell deals on behalf of major network providers???

    The staff are very rude, to say the least and will do anything to rip you off. I have worked at CPW cust support while at university and hated every minute. I totally sympathise with all genuine customers who have been conned into a contract and, am fully aware of tactics employed to do so.

    Trust me, the average sales person looks like your average fake Burberry chav with his Elizabeth Duke gold bracelet round his wrist, saving up for his Christmas spending money.

    Stay away from CPW. It is best that you go direct to the network provider for the best deal and not through ‘box shifters’ like the CPW.

    The repairs policy is a completely appauling. If you have brand new phone which packs in after the 28 day faulty exchange policy, you will be provided with a used 3rd hand phone, not 2nd hand. I say 3rd hand replacement due to the state of the replacement.

    Oh by the way when you provide your bank details for a direct debit they are sold on. Hope this helps to keep you away from carphonewarehouse.

    1. ka;sjfd says:

      OMG. This company tried to ripped me off in early 2008. Fortunately, I ended my contract with a bit of pain. Can't believe, this company still employes bunch of morons.

  6. anna says:

    Carphone Warehouse what a Disaster – Dot not go into any of there shops or buy anything. The shop cannot do ANYTHING regarding replacement, it all comes from THE REPAIRS section. My complaint and I am stressed out and wish I had never BOUGHT my phone from them. I bought a PAYG Samsung jet which cost me £200 (This is NOT a contract phone) I bought this couple of weeks before Christmas, but because it was outside the so called 14 days, this would have to go for repair, fine, the problem was pink tinch when taking and looking at the pictures. This came back from the repairs, at this time this was the ONLY problem with the phone. I tried to connect to my wi fi and could not, there was not a problem before, so I went to the shop again and asked for a replacement, they said IT HAS TO GO FOR REPAIR 4 TIMES before they will consider a replacement, so this went for the wi fi to be sorted when it came back, they had done nothing, back to the repair they decided to give a replacement, but it had scratches on the back I rejected this, and asked for a new one, they said NO, the replacements I was told was when someone buys on line and after 14 days decides it is not what they want, so THEY get a refund, CPW have said they cannot resale it, so I get a SECOND HAND, CPW say this is not second hand I have said it is, because you have said you cannot sell it. Why should I have a secondhand phone when I paid cash for a NEW PHONE!!! TRying to get hold of them is a joke, and C,Dunstone the director is also a joke, I found his e-mail address but does not have the guts to reply, you can understand why carphone warehouse staff are rude, because it comes from the top!! I have asked for MY PHONE to be repaired and returned or a total refund, but they do like quoting there so called policy. But seeing the amount of complaints there is about carphone warehouse, I would NOT be surprised in the next few years that they loose their business, just like the guy who said his jewery was CRAP.
    They have had my phone longer then I have, should this not be resolved to my satisfaction, I will take legal action. They are quick to take my money but the product after being back 4 times and everythime it comes back there is another problem. So watch this space…………

  7. Carly says:

    Just had my bank account cleaned out after applying for a contract through carphone warehouse website.. apparently this is a common occurence!! AVOID THIS COMPANY AT ALL COSTS!!!!!!! Complete fraudsters and do not protect your identity!

  8. hayley sheeran says:

    On April 06 2010, I visited your store in question. On entering the store I noticed that there were about seven people in the store.

    I went over to the stand where the phones were displayed with intention that a staff member would see me looking at the phone and come over to see if I needed any assistance.
    I was standing at the phone display counter for nearly 15 minutes and not a single member of staff even came to ask if I need assistance.
    On closer observation I saw 1 gentleman assisting a couple. There were other people browsing around the store (casually dressed).

    I glanced at the corner of the store, there was a gentleman there sitting behind the counter wearing a suit reading a paper and cell phone in his hand eating snacks.

    So I walked towards this gentleman in the suit and ask him if he is a member of staff and if he could assist me.
    As I asked him, he looked at me and pointed his finger to the assistant who was dealing with the couple. Didn’t even utter a word and went back to reading the paper.

    So I went towards the gentleman who was assisting the couple and waited patiently.
    I was waiting around 45 minutes before deciding to leave as I had other appointments to attend to.

  9. joyce butterworth says:

    Joyce
    Do not get a phone from carphone warehouse or get a contract i had been with them for two years decided to not renew my contract at the end of it. did the letter to end my contract at the right time and sent it off .What a job to end the contract they kept saying that i hadnt done it then i hadn't sent them a letter which i had proof of,they just wanted me to keep on paying and kept on coming up with a different excuse, i had canceled my direct debit so they kept sending me late payment bills for a phone i wasnt using. They are just a money grabbing company i have told them if they continue to send me anymore bills i will just put them in the bin, there customer srevice is a laugh i think they make it up as they go along thay are rude and unhelpfull.I would never recomend them to anyone i don't know how they can get away with it do they think we are stupid.

  10. Prodip Dugar says:

    Hi, Carphone Warehouse ripped me off. They sold me a redemption item. But they intentionally or unintentionally forgot to send me a specific bill. So that I could not continue the process of cash back which is more than 420 Pounds. However, I called them and emailed them and they said they were trying to figure it out and trying to do the redemption but after communicating for at least two years they now declined my redemption saying that you are too late for this.

    I am surprised that why they continued commuication and why they did not tell me before that they would not be able to do the redemption. They freeloaded my money and killed my two years time.

    I got almost all the emails and I can say for sure that this company make money out of noting. They hook customer and they exploit until you are broken.

    I salute their way of exploitation. Thank you Carphone Warehouse. Prodip Dugar

  11. parki says:

    I am having the same problem with my Samsung jet. It is 5 months old and has lost all signal. It has been in for repair but the fault is still the same. I tried to reject it under the Durability section of the Sale of goods act but they just kept quoting there contract of 4 repairs before exchange. WHAT A joke they are. Too big for their own good. DO NOT BUY FROM CPW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  12. screwed by cpw says:

    yes cpw ,well done where exactly do they train there staff ,knuckle dragging idiots where exactly does it say they can talk to customers like we are the problem and manners oh my ……..my problem is purchased the phone just after xmas and there were problems from the start it would sometimes work sometimes white screen but it worked sporadically …so off it went for repair ….hmmm comes back water damaged ? irreperable how its not been in any water ? but the best bit is now it wont work at all ……….its there word against mine .Big company wins again . i will never use cpw again unless i fancy being talked down to ………….they are a joke but at the end of the day the jokes on us ive got an expensive heavy weight ,they're quids in

  13. harry gordon says:

    I completed an 18 month contract with CPW. Even though i terminated my contract by phone and email, three monthslater they are still sending me bills cos they said i didn't terminate it correctly . I have never used the sim card since,They have now put the the bill in the hands of debt collectors , any body out there can help??

  14. Don't use CPW says:

    I would advise everyone to avoid CPW, if you have any problems you are spoken to terribly by their customer services agents; they anwers you complaint emails quickly but they are curt. All they have said to me is "I am sorry that you feel this way" repeatedly but offered nothing for the inconviencance of emailing and calling to get this resolved – Tesco's would at least send you a small gift card to acknowledge that it is not nice being spoken to like an idiot. I would never ever use them again and I would advise everyone to go directly to the providers if they are looking for a contract – they give better deals and they are more polite.

  15. Matthew says:

    I have been with the Carphone Warehouse for 4 years, and I think their customer services team are a disgrace. They are so rude to you, and I agree with previous statements- they continually offer you false advice and guarantees. I rang to disconnect- awaiting my final bill to be confirmed as paid. I went into the store to ask to give a months notice and I was told I wasn't due an upgrade for another month- a month after my previous request. I then rang up as it was the end of my contract and I was told that I am now liable for a further months line rental. The disconnection team are not a disconnection team. They were only interested in trying to sell me a new contract. When I said I wasn't interested he spoke to me as If I was an idiot for wanting to go elsewhere. I feel that after four years of loyalty, quite frankly that they will continue to lose customers like me in the future. They have just lost a potential 18month contract worth potentially over £1200 over the course of it, for sneaky tactics to squeeze and extra £38 off me. I will pay the £38 line rental for a phone contract that I no longer use, if it means never having to experience customer services like that again. If I wasn't so busy at work I would write an official letter of complaint and try to take it further, but I guess that's what they like- cause maximum inconvenience to get the extra money. I am a charity worker and to be honest am no longer surprised when other people/companies treat others like they do. Must be the world we live in. Carphone Warehouse should be ashamed of themselves- and may want to train their staff a little better in telling people the truth- not to try to delay an issue so it causes further expense to their customers.

  16. Matthew says:

    I have been with the Carphone Warehouse for 4 years, and I think their customer services team are a disgrace. They are so rude to you, and I agree with previous statements- they continually offer you false advice and guarantees. I went into the store to pay my final bills and ask to give a months notice and I was told I wasn't due an upgrade for another month- a month after my previous date given. I wasn't told how much the bill outstanding was, as she 'couldn't find it on the system'. Next thing I know I have a letter from a debt collector!! I pay that in full and I then rang up as it was the end of my contract and I was told that once that was paid and confirmed (it took two days to get the reference from Roxburghe the debt collectors) I had paid in full and my contract could be disconnected at no charge- they would call me when this was confirmed. No call- so I ring them, and am told that I am now liable for a further months line rental because I failed to give notice at the right time- the time I was lied to in store! The disconnection team are not a disconnection team. They were only interested in trying to sell me a new contract. When I said I wasn't interested he spoke to me as If I was an idiot for wanting to go elsewhere. I feel that after four years of loyalty, quite frankly that they will continue to lose customers like me in the future. They have just lost a potential 18month contract worth potentially over £1200 over the course of it, for sneaky tactics to squeeze and extra £38 off me. I will pay the £38 line rental for a phone contract that I no longer use, if it means never having to experience customer service like that again. If I wasn't so busy at work I would write an official letter of complaint and try to take it further, but I guess that's what they like- cause maximum inconvenience to get the extra money- knowing that people will give up. I am a charity worker and to be honest am no longer surprised when other people/companies treat others like they do. Must be the world we live in- well Carphone Warehouse should be ashamed of themselves- and may want to train their staff a little better in telling people the truth- not to try to delay an issue so it causes further expense to their customers. If I could go somewhere to tell them what I think, and not to the junior staff management use to soak up the abuse from their corrupt policies I would- but shouting or arguing at a call centre agent is unfair on them.

  17. Graham says:

    OMG Never go into The Carphone Warehouse! – The shop cannot do ANYTHING regarding replacement, it all comes from their repairs section. We bought a contract phone which became faulty almost instantly. Becuse we returned it outside the 14 days return period, the phone had to go for repair, that would be fine if the repair centre actually knew what they were doing! The phone came back and developed the same fault again, so I went to the shop again and asked for a replacement, they said IT HAS TO GO FOR REPAIR 4 TIMES before they will consider a replacement. This went on FIVE TIMES until we made a big scene and they agreed to give us a new phone (AT LAST WE THOUGHT?). Well guess what – thay gave us a second hand phone WITH ANOTHER FAULT! ! Trying to get hold of them is a joke, I sent in a four page complaint to their head office and no one replied – complete idiots. I have asked to come out of contract or to get a new phone and they will do neither! They just keep quoting their company policy.
    I have never been treated with such a lack of respect or consideration by any other company ever.
    Come on CPW, I dare you – reply to me! and all of the other complaints.

    1. zaine says:

      they’re all idiots, after money, one of my mate’s mate went in and they “lost” his phone, so he took off a bb playbook from the demo shelf and went out, CPW phoned the police and guess what, The police agreed with my mate’s mate that he should have compensation!

  18. L Connolly says:

    Iwill never buy anything from carphone warehouse, after been sold a contract that they said was fully compatible with the I phone. Pure lies !!! It has taken me 5 months of stress to finally get out of the contract after proving they lied to me, and all I get offered is my PAC code and an early release as a gesture of goodwill!!! When I ask for my money back that I paid over the 5 months that they have profitted from , whilst I have been unable to access the Internet when needed, there answer to that, is I have been able to make phone calls and texts, and the Internet was a free bolt on. Well that is not the point you stupid idiots, when I specifically asked twice”can I access all the services of the I phone mas I need the Internet ” your call centre moron warren marsh said YES, I am taking this to the ombudsman, it’s not about the

    money , it’s the principal

  19. CPWer says:

    Repairs – The team are SEVERELY limited by the manufacturers, they can only fix what the manufacturer allows them to fix (which is usually just updating the software).

    Customer Services – fully trained on CPW's guidelines, but cannot all be monitored at all times as usually they are in a call centre that CPW have hired and are trusting to do good jobs.

    Staff – The majority are good people, NO employer can claim to have the perfect workforce, the people who work in the stores have very little power just like any employee on the bottom floor of a company and that is why they can very rarely help with a big issue straight away because they have to rely on support teams who hold all the power but the people in the stores are still the ones who get yelled at & verbally and PHYSICALLY lashed out at.

    Carphone make an effort to hire people with Customer Service backgrounds instead of sales it would seem and to call all of them stupid or "knuckle draggers" is quite simply offensive to the majority who show up every day and try to provide good service and find you the best deal they can, often losing the sale completely if they can't offer you something better than you have and advise you of that honestly. Can anyone on here say that somewhere like Phones4U (who are known for having bad service and a hard-sell atmosphere) would do the same?

    Carphone warehouse lead the way for nearly every innovation in the mobile phone industry, they started the free gift and free laptop deals (even free tv's now) and i'm fairly certain that their zero commission idea's will spread to other companies soon along with their "Walk Out Working" policy, 14 day coverage guarantee and customer feedback texts (which decide what the staff in the stores are paid).

    They are the only mobile phone retailler that concentrate most of their attention on the SERVICE you get rather than the profits they make.

    And yes, i AM staff. But just a ground floor grunt who knows what it's like on the inside.

  20. David Haye says:

    "I bought my iPhone contract form CPW and my girlfriend bought her iphone contract from O2, I have received numerous scam calls and obscene text messages from sex-line style numbers."

    May I suggest that you stop looking at/downloading porn on your iPhone?

  21. Alan Dickie says:

    I took out a contract phone with CPW at no cost for the handset. Credit card was needed to check identity. They billed it £79 for a handset! Numerous calls, emails and letters have got an admission of THEIR ERROR and repeated promises of a refund but nothing happens. Customer services have now taken to hanging up the phone rather than deal with it. Is this criminal activity? Sounds like small beer compared to some posts above, but to me this is theft.
    Never will I spend another penny on CPW

  22. cb_23 says:

    Do not take out insurance with these people, once your contract ends and you upgrade your phone your insurance will continue insuring the old phone unless you contact the insurance dept separately! Otherwise they just carry on with the standing order forever!

    1. Ray_of_death says:

      Duh… Ofcourse it does. The same as if you bought a new car. My god you people are dumb.

  23. dave hodgson says:

    carphone warehouse according to their website should replace/refund/repair if under 28 days old their staff just tell lies!

  24. Yasmin1987 says:

    I went to the Tunbridge wells store on Sat and there was one guy that was serving a couple he was so nice t o them and his customer service was faultless.

    As soon as he started serving me he was rude from the start I was asking about a HTC HD desire phone and the first question he asked me was how long i was living in the country….. Since when does that need to be answered I was BORN in England just because I have abit of colour means I need to be asked this??

    I have NEVER in my whole life in England been asked how long I have lived here whatever I'm buying….

    This made me so angry as he served me before and was so rude how to people like this get employed???

  25. jo blogs says:

    omg … im sorry but talk about tarin everyone with the same brush how dare u people … OK 1st the phone's come from the manufacturers not cpw so any faults its not our faults we can only send them a to our repair center or b send them back to the manufacturers to get them to look at them 2nd yes there are a few bad apples but not of us are 3rd i work for cpw i get shouted at by customer about 20 times a day and theses are people ive not served but just met and most of the time customer just shout to get what they want … well that's not how this world work .. every company has rules and guide lines if u don't like cpw thats fine shop somewhere else there are millions of people who love carphone and i have lots of customer that come back and see me and my store on a yearly basis to receive the great service we offer

    1. Zaine says:

      rules and guidelines my arse, CPW Should re-train their staff so they all know the policies and guidelines, CPW has been on watchdog in the past and I bet they’ll be back on again.

  26. virginia says:

    Hi
    I am shocked at the poor customer service I have received from cpw. My £300 phone has never worked properly it was sent for repair, 2 weeks max. returned 1 month later scratched, no connectivity and now won't make or receive calls (it did before it went away. CPW repairs can not even have bothered to turn it on to see if it was fixed before returning it! They now want to repair it again, I can find no one who will discuss my complaint with me, the layers of automated messaging I have to wade through to get to a scripted call centre person are unbelievable. I feel sorry for these people who have to answer the phone but have now way of helping the customer on the end. Any other retailer would have given me a refund which I would have spent in their shop and gone away happy.

    My family alone have probably spent at least £500 in cpw in the last year; cpw are now forgoing all our future business plus the business of as many people as I can persuade not to shop there any more. I have never come up against such a brick wall before from a supposedly reputable retailer and am considering what to do next.

  27. cross says:

    i have bought a phone from them 2 days ago, over the phone, and was told I could return it within 14 days if I didn't like it. And I don't so have called to ask where to return it to, and they say I can't as I put my sim in. They didnt tell me this on the phone though, and there is now nothing at all I can do, for 2 years!!!!!! dreadfully misleading to say you have 14 days to try it out!

  28. JJW says:

    Absolutely shocking online care also. As a customer I have never received such poor service in my whole life. Initially I raised a complaint around 12 days ago and on SIX separate occasions I have had my email returned stating I have not included enough information and I will need to email again. The information which they require is not on their complaints form so I am unsure how they expect their customers to be mind readers and attach it anyway.
    Further to that I am not willing to pay the price to call their call centres when it is their problem at the end of the day. On every occasion I have though been asked to call the company to discuss further as my complaint has not been received because of security for accessing my account. Like I say the information they require to access my account is not on the complaints form so I have no idea how they expect customers to know the extra information.
    The staff are rude and after this final fiasco I will definitely be ending my contract with immediate effect. Never use CPW if it can be helped…

  29. anne says:

    i was in the walthamstow carphonewarehouse the muslim guy was so rude nastyand did not want to serve me he shook hands with people from his own country it was on monday the 23 march at 2 2 0 he was wearing astripe shirt he would need to go on a course to learn some manners isaid iwanted to speak tothe manager he replied is it because iwas rude iwillnot be going back there again a dog would have being treated better

  30. Dorsurrey says:

    I went to the Carphone Warehouse in the Whitgift Centre Croyden in December to get a Samsung Tocco phone on pay as u go and a Virgin £10 top up card to go with it for my mum for christmas, when my mum opened it the top up was on orange so she couldnt use it. I took it back after christmas and asked the manager if he coukd swap it over as it was him who served me and had given me the wrong one, it was still unopened and in its wrapper and I had receipt but he refused to change it over even accepting it was his mistake, he didnt say sorry and his attitude was very rude, I took it to customer services who were not helpful and said I had to deal with the manager even making me feel like I was a nuisance. I am stuck with a voucher I cant use and I only know some people who are on orange contract so I have wasted my money.

  31. kevin gordon says:

    they just want your money nothing else they just dont care they have a service dept down stairs in hammersmith london how can they fix phones where you cant even get a signal they are a joke

  32. Sam Bowers says:

    got a replacement phone to relace my blackberry it was worse than the broke phone they sent it way to get fixed still waiting asked could I get help setting it up they said they don’t do that
    The place is a mess staff r so rude asked for a loan phone told I would not bring it back

  33. Alisonmcann says:

    My phone was left in for its 2nd repair in 5 months (same problem) only to be lost in transit, I have been told that I cannot have the phone replaced or refunded as they have to trace where it is from the delivery company, obviously they are unfamiliar with contract law, which states that my contract is with CPW , as  they accepted the phone for repair & their contract with the delivery company is not my problem.  They must refund/replace the phone & then claim this back through their insurance or from the delivery company.
    The manager at the Newry store was so rude as she would not allow me to speak when she continuously repeated that they have to wait yet another 72 hrs (2nd time) to trace the phone from the delivery company.  I really think she needs some customer service training.
    I have sent an email to their complaint dept, but I dont believe it will do any good, so I will issue small claims court proceedings against them.

  34. CPW Colleague says:

    What everyone seems to neglect to mention is that CPW is bound not only by statutory rights, but also by what the manufacturers and networks decree. 

    Those who work on the shop floor, including myself, are hard working people who wish to deliver the best service we can, and by god we do it. However sometimes a phone goes wrong, and accidents happen, we all know it. But when we are told by manufacturers that we can’t replace a handset without charging for it, we are tarred as the bad guys. It is a disgrace to label all CPW employees as faceless cretins who simply want to take your money./
    My customers in my little store leave with smiles on their faces, and I have never had one back complaining. If you empathize with the employee and realize they can do only what they are ALLOWED to do, then you will learn a great deal. Show us the respect we deserve, taking the flak for the networks and manufacturers all day.

    1. Alisonmcann says:

      I think you need to read my complaint more carefully & please stop putting words into my mouth as I did not call you a faceless cretin.  you work for a company as a manager, you accepted this position knowing what was involved.  My point is that some members ( maybe not you) do not know contract law & I would suggest they familiarise themselves with this before spouting nonsense in the future.

  35. Wellheeled says:

    I purchased a mobile phone from carphone warehouse in 2 weeks it froze ,they exchanged it but in 4 weeks it froze exactly the same as the first phone.On returning it the staff and manager were unhelpfull and only offered a repair,its clearly a faulty model even the complaints deptament never came up with a solution, I and my family will never use carphone warehouse again they should learn some customer care

  36. Chris W, ex CPW employee says:

    I worked at CPW for 8 years until 2010.  The training I received was brilliant, and most of the time I was able to offer a brilliant service to my customers.  Repairs was always an issue, and I will admit that it got much worse during the recession when we were only able to offer the basic minimum to customers, like having to send back faulty repairs for another repair, and not being able to order replacement handsets when the repairs went faulty.  Staff at CPW complained about this more than the customers did, as we were the people that were getting serious abuse from people for things that were out of our control.   We would rather have been able to deal with repairs swiftly and without any issues, as it is no fun to be shouted at by members of the public for something you have no control over.

    If you were getting nuisance calls on a new number that is unfortunate and unlucky.  Phone number are assigned in bulk so it is very easy for unscrupulous companies to know which numbers are going to connected soon.  Their automated computer diallers then call the numbers, changing one digit each time, until it rings, as which point they know somebody has just been connected.  This is how bogus insurance companies contact people too.  The team should have contacted your provider, who could have changed
    your number free of charge. 

    Just a point, the o2 store across the
    street from where I used to work were absolutely terrible, which I loved
    because all their unhappy clients became my happy ones.  It’s not necessarily the case that you are better off with a network’s own stores.  Our offers were nearly always better and cheaper than the network stores.

    It’s unfair to call people idiots like you have though.  Carphone Warehouse are not box shifters, they mostly offer an excellent service and you have them to thank for the way you get a phone free on contract, and the gifts and deals that come with it.  All of these innovations were brought in by CPW.  I don’t work for them any more so I say this independently. I wouldn’t buy my phones from anywhere else even though I don’t know any of the staff at my local branch any more.

    Some of the comments here are a little unfair, I know how many returned handsets turned out to be damaged so understand why CPW have to be so strict on returns and repairs.  It is incredibly costly to their business and if they didn’t do it then the prices would have to be higher.

  37. Osbourt10375 says:

    Contracts with network phone. Phone from the Carphone people. Yeah, repairs are a problem, but my local carphone in Bristol has helped me out everytime, even fighting for a replacement as I was not happy with another 4 week wait. Just be reasonable with people and they will work harder for you. I cant help but feel theres a lot of hate for a company thats obviously successful, and whose staff get extra bonus based of their customer service? Alternatively, go to a network store or Phone4U and get ripped off?

  38. i bourght my samsung galaxys3 from another company, but went to cpw by morrisons on thornton rd bradford, to buy a cover for my phone the shop was quiet and was served by a lovely young girl katie, not only did she help me understand my phone she actually helped me turn my internet on something 2 do with packet data lol and a few tips more. she was so helpfull and even gave me advice about this geek sqad i may be able 2 access 2 help me further. i hope she gets the recognition she deserves in her job as she went out of her way to help me today,a big thankyou cpw for your exceptional staff today.