(27-09-2013, 06:04 AM)THE_Liam Wrote: It won't go near the top man, that will be dealt with by a complaints team. I'd try the standard escalation route first, then try this if that doesn't work. Never play your ace card first.

(27-09-2013, 08:13 AM)MattiH Wrote: i've just spoke to the manager for the HTC line. he said to book your phone back into repair and make sure the stores person writes on the paperwork "pass to chan singh upon receipt" in pen. it may take a little while because he told me there is limited stock. when you have done this send me your repair job number and hopefully we can get this sorted for you what coulour is it?

(27-09-2013, 09:17 AM)callumcull Wrote: Hi mate, I work for EE and see this all the time. Our repair centre, SBE have damaged customers phones in the past, and from a retail point of view there's absolutely nothing we can do. The best solution we have is to call the repair centre direct, explain the situation and the handset does have to be sent back. When it gets sent back the handset gets intervened by a manager which looks at the phone themselves and ensures it comes back to store in perfect condition.

Unfortunately it does have to be sent away agin, but usually if the customer calls up customer services they can get a credit applied to the account for the length of time the phone has been away. Yes it's not ideal, but it works for us.

Hope this helps mate.

(27-09-2013, 10:34 AM)Curt Wrote:

(27-09-2013, 06:04 AM)THE_Liam Wrote: It won't go near the top man, that will be dealt with by a complaints team. I'd try the standard escalation route first, then try this if that doesn't work. Never play your ace card first.

Well, to be honest I'm just getting sick of arguing on the phone. I've found this from a few sources, which apparently IS his email: dunstoc@cpwplc.com. So, I'm probably going to send that there.

(27-09-2013, 08:13 AM)MattiH Wrote: i've just spoke to the manager for the HTC line. he said to book your phone back into repair and make sure the stores person writes on the paperwork "pass to chan singh upon receipt" in pen. it may take a little while because he told me there is limited stock. when you have done this send me your repair job number and hopefully we can get this sorted for you what coulour is it?

Thanks for that dude, but as said, I'm not sending it away again. They've now agreed to that, just not to giving me the phone I want/should have.

(27-09-2013, 09:17 AM)callumcull Wrote: Hi mate, I work for EE and see this all the time. Our repair centre, SBE have damaged customers phones in the past, and from a retail point of view there's absolutely nothing we can do. The best solution we have is to call the repair centre direct, explain the situation and the handset does have to be sent back. When it gets sent back the handset gets intervened by a manager which looks at the phone themselves and ensures it comes back to store in perfect condition.

Unfortunately it does have to be sent away agin, but usually if the customer calls up customer services they can get a credit applied to the account for the length of time the phone has been away. Yes it's not ideal, but it works for us.

Hope this helps mate.

Hey mate, thanks for your help. I'm actually planning to move to EE next year, so that's not the most comforting thing to hear . As already said though, I'm not sending it off again. I don't think I should have to, their f*ck up, they should put it right.



Cheers everyone

Charles Dunstone Wrote:Dear Mr Footman

Many thanks for your email, I am extremely sorry to hear of the problems you are experiencing and concerned that you have had to contact me in search of resolution.

I have got someone investigating what has gone wrong and we will be back in touch with you shortly.

In the meantime, please accept my sincere apologies.

Regards

Charles Dunstone

(27-09-2013, 02:23 PM)Curt Wrote: That's good to hear then, I see what you mean . I went into the store in Chichester a while back with my partner to get her upgrade. I was pretty impressed by their set-up, the fact that they were more laid back and that they didn't try and push anything upon her. That, the service I have received at Carphone Warehouse and EE's 4G have definitely sold me on it.

Anyway, I sent the e-mail around 3 hours ago and I have just had a response:

Charles Dunstone Wrote:Dear Mr Footman

Many thanks for your email, I am extremely sorry to hear of the problems you are experiencing and concerned that you have had to contact me in search of resolution.

I have got someone investigating what has gone wrong and we will be back in touch with you shortly.

In the meantime, please accept my sincere apologies.

Regards

Charles Dunstone

So, hopefully I'll get somewhere after all.

Quote:Dear Mr Footman,

Having investigated your complaint, I can confirm I will be raising an in store voucher for the amount of £469.95.

This will allow you to purchase a handset of your choosing.

This voucher can be used in any Carphone Warehouse store and will be added directly to your sales account.

Please be advised you must return your current handset upon visiting the Carphone Warehouse store, to purchase your
new handset

Please can you let me know if you would like to accept this resolution.

Kind regards

Matthew Hume
CEO Team
The Carphone Warehouse

(01-10-2013, 02:47 PM)adamm306 Wrote: I wouldn't go with EE in the future. i've been with them for a while now (not that I wanted to they took over from orange)

and the signal is dreadful nearly everywhere I go don't even get any signal in my house know quite alot of people with signal issues with them (its not the handset my old phone did it to)

just a quick example.. pure shite

http://www.bbc.co.uk/programmes/p00zkz1k/features/ee-network

(01-10-2013, 02:49 PM)Midnightclub Wrote: Good choice on the One

(01-10-2013, 05:47 PM)Niall Wrote: I also dont see why everyone is saying the HTC One build is a work of art. Its nice but im not that impressed with how mine is made. Uneven joins, button recesses vary.... though its substantially better than my old girls Samsung! lol