Page 1 of CarPhone s***house

well, what a palava :/

last week my Nokia N95 developed a fault with the volume button, so i went back to the o2 store i got the contract from (20 mile round trip) & they told me that whilst they could send it away to fix it, i`d be better of walking over to the carphone warehouse because they are an official o2 repair agent, & they could sort it in days, rather than the 7-14 days it would take via the o2 shop. all fine,

walks over to CPW (20 yards away) & pass it over, they tell me they will email me & phone me when it`s ready, probably a couple of days. coolio.... (this is last friday)

Wednesday, i get a phone call to go pick it up, so i drive the 20 mile round trip, get home, put my battery/sim/memory card in & the slide isn`t working, meaning i can`t flip the screen when watching movies, or when using the media functions. also means you have to physically unlock it every time someone rings you. so i trundle off on another 20 mile round trip (thursday) & i ask if they could look at it straight away, & politely reminfd them that they created the fault, as it was fine before they took it apart to fix the micro switch on the volume. they can`t, but they do promise it will be ready for tomorrow lunchtime (friday 12. midday) so, i`m a bit p***ed off, but hey ho, s*** happens.

i drive up after work tonight (another 20 mile round trip) & go to the counter, the same guy as yesterday serves me, he goes in the back with my reciept,,,, 20 mins later, still no sign of the guy, obviously, i`m guessing somethings gone tits up. & sure enough, the guy comes out with his manager & tells me they couldn`t fix the problem & they sent the phone back to nokia, with an expected turnaround of 28 days, (if i`m lucky, becuase they are "apparently" very busy at the moment)......

so, obviously, i`m not very happy, i have a £40 a month contract, & no phone to use it with, so i ask about a replacement, since i`ve only had the thing 2 months, the answer is obviously, no, not a surprise, since i didn`t get it from them in the first place, but since they f***ed me around it was deffo worth a punt. so i ask them for a "loaner phone" they don`t have any, at this point i`m getting genuinely annoyed, & may have pointed out the oddity of a phone shop that didn`t have any phones, tho, maybe not that politely....

so i walk back over to the o2 shop & tell them what happened, & ask if they can lend me a phone, i have proof of id & my original reciept & the warrenty repair docket from CPW, they say they would lend me one, but "at the moment" they haven`t got any loaner phones in......... (i`m now getting more than a little "tetchy") so i ask if they can freeze my contract for a month, cos i ain`t paying £40 for something i cannot use (i genuinly don`t have a spare phone at the moment) she says they can`t do that, & they can`t help, because i need to ring customer services.


i literally have to hold my breath & count to ten. because my previous o2 contract was "online" & the o2 shop told me i was better switching to them because any problems could be sorted out there "face to face" without any hassle :/ i`m now very7 very far from amused, i`d allready had a properly s***ty day at work, & was now getting lead around the houses, so i go home, another wasted journey.

i`m ready to cancel the direct debit mandate (online banking is a blessing) but decide to ring o2.... glad i did, i got through after a couple of minutes (complaints department) & spoke to a very nice lady called Kim, who credited me 2 months line rental (£80) & has told me if i go buy a mobile to use while mines in for repair she will credit me upto £50 as long as i fax her the receipt. which i thought was very generous. :)

so thank you o2 (telephone customer services) for keeping the faith, & poo poo to CPW & the o2 shop, neither of whome i`ll ever use again. back to o2 online after this debacle :(

sorry about the long post, but this wound me the wrong way........ & the alcohol hasn`t started working yet :) .......

I`ve come to the conclusion that customer service in big companies is basically s***. There are the odd exceptions - such as the lovely lady from Virgin Media who persuaded me not to cancel my services or drive to Edinburgh to `have a word` with the twat I had previously spoken to - but on the whole, people suck cause they couldn`t care less.

it continues......

got a "postcard" from CPW, telling me the N95 was back, & ready to collect. went upto the store to collect it. & was told it wasn`t back yet, showed the "card" & was just told,,,, yeah, that happens sometimes !!!!!!!!!!!!!!!!!!


w***ers....

Tell them enough is enough and try and get them to upgrade you to the N95 8gb:D.

Regards
Bryan

unfortunately they wont do jack s***, Cpw are only the repair agent & i didnt get the contract from them :(

& around & around we go..........

decided to ring CPW up as i hadn`t heard anything from them, only to be told the phones been back for a few days !!!!! nobody bothered to ring or email me :/ anyway, i had to work today, so i got the wife to drive the 20 mile round trip to collect it for me, i get home at about 4pm, put my sim card back in the phone only to find they never repaired it !!!!!!!!!!!! it`s still got exactly the same fault !!!!!!!!!!!!!!!!!!!!!!!! the slide trigger still has not been connected >:( >:( >:(

so i trundle back upto CPW & play holy f***, then go back over to the o2 shop (which is the point of sale for me, as they sold me the contract)

i ask them to swap the handset over, as this is now the fourth time it has been in for "repair" only to be told they don`t have the authority to do it, & i`d have to send it away, then "apply" for a replacement :/ i point out that they gotta be in breach of contract, as they have not been able to provide service, they still won`t budge & tell me i`d be better of ringing o2 online.


i ring o2 online up & tell them the story, they tell me they will happily replace the phone, as long as i go BACK to the CPW & get a copy of the repair docket !!!!! bearing in mind the o2 shop TOLD me to go there, because they are an o2 bonded, autherised warrenty repair agent,,,,,, yet they can`t find out themselves weather or not they "tried" to repair it ?????? so i go a bit mental & tell them to cancel the contract, & send the phone back. due to the total lack of support & the fact i`ve been without the phone for 5 weeks of the contract i only started 2 months ago !!!!!!


retentions department.

i go through the whole thing again, & tell them i`m sick to death of it & want to end the contract. he simply says no chance, no breach has occurred & you can cancel the contract as long as you pay £315.........


so basicaly, the o2 shop, CPW & o2 Online can kiss the crack of my hairy arse if they think i`ll ever use them again...... total w***ers.

Removed to keep some p*******g bstward happy.
Now you can go & solve some crimes !!!!

This item was edited on Monday, 19th November 2007, 22:04

There you go Ogster, that must make you feel much better !?!?!?!?

:/

julianf

rofl, it was the nokia repair center they sent it to, they never bothered fixing it tho :/

now to cap the week off, my mac mini seems to have broke, not getting any audio,,,...

I am lucky as we a Mac Mini Repair centre in our town, so I take it them. They can do most repairs within 1/2 hr.
They only repair Mac Minis & nothing else. Repairs are done on site.

julianf