Carphone Warehouse Complaint Update

I'm pleased to write that Carphone Warehouse sent me a cheque for the full amount of the faulty iphone case. The staff in the 2 shops in Colchester were useless, head office were better and I received a cheque on Friday.

So, please beware of the Griffin Elan Leather Form iPhone case. This case cost £20 and when it gets warm in your pocket or on a call the leather slips off the hard plastic case. The glue isn't set and when it warms up starts to move. The interesting thing was both the 'shop boys' I spoke to said that they had the same problems with this case. They wouldn't refund me in the stores though. I had to get online, moan about it on this blog, advertise the fact that I was moaning about it on this blog, tweet it etc... and then they said as a gesture of good will they would refund my money.

Well done Carphone Warehouse, but I'm still totally underwhelmed by them. I don't really see where they fit into the mobile marketplace anymore. I won't be buying anything from them ever again.

I've posted a picture of the Griffin Elan Leather Form case here. Don't buy it! It's rubbish!

Carphone Warehouse Complaint Update Thursday

I'm pleased to report that the Customer Care team contacted me about my complaint about the iphone case and I have been offered a full refund as a goodwill gesture. I was contacted by 3 different people from Carphone Warehouse and I was told to post back the case and a cheque would be raised.

This has proved that if you go through the correct channels and procedures a positive resolution is possible.

Thankyou!

Carphone Warehouse Complaint Update Tuesday PM

I've had a couple of @replies from Twitter but nothing from the company website. I've been asked to send an email to 2 real people at CPWplc so hopefully this issue will be sorted out quickly.

Carphone Warehouse Complaint Update

Evening All

Just a quick update on today's developments. Emails sent to CPW with morning at about 9am. I also sent a tweet to @cpwcares. I've had an automated reply from the website but no return tweet. I know the twitter account has been active because it tweeted today.

I wait with baited breath... ( amusingly and ironically I noticed a Carphone Warehouse Ad supplied by Google beside my blog post earlier)

My email to Carphone Warehouse about non refund of iphone case

I've pasted a copy of the email I sent to Car Phone Warehouse this morning. Here's the background.

I was sold a Griffin Élan Leather Backed case with my iphone in Feb 2009. In the excitement of the purchase the sales guy at CPW Bishopsgate London realised I was weak with euphoria and moved in to close me down on a £19.99 case. I had already turned the rip off insurance down so he then 'sold' me the case. I didn't really want it at the time but no worries. I never used the case until a couple of months ago.

I have noticed that the leather 'slides' off the case when the phone gets warm. i.e. in pocket of jeans or during call. Not ideal so I decided to get a refund. The case, as far as I could see is 'not fit for purpose'. The fella in Colchester said that CPW do not give refund on accessories and that I should know this? He did not offer me any solution to the problem apart from the same response to all my questions.

'Car Phone Warehouse do not give refunds on accessories, my manager is not here and you need to go back to Bishopsgate in London and speak to their manager' He said this about 5 times.

I must admit the red mist did rise and as I walked out of the packed shop I did shout 'Car Phone Warehouse do not give refunds on accessories so please don't buy any from here. you'll get better service on ebay!'

Now I'm sure that this can't be the case. My product is faulty and I'd like either one that works or my money back. I was fuming, but only for a while. They have a twitter account @cpwcares and I have emailed their complaints department. email below. I'll post up responses and progress here. Any comments or help will be greatly appreciated from the readers.

sent to CPW customer complaints 9.00am Monday 16th November 2009

Morning. I was sold a case with my iphone in Feb and have not used it until the last couple of months. It's a Leather backed Griffin Elan. The problem with it is that when it gets warm in my pocket or I hold it to my ear and gets warm during a call the leather becomes unstuck and slips about and comes off in my hand. I went into the local CPW to ask for a refund or replacement and the Sunday staff said that CPW didn't do refunds on accessories and that I should know this. In fact the 2 guys I spoke to actually admitted that they had seen the same fault on their own Elan cases! There is obviously a fault with the case and one of your staff admitted it was a rubbish case. If I knew that CarPhone Warehouse didn't refund on accessories I wouldn't have bought it from you. I find this incredible and surely it's illegal. How do I get my money back please, or get a replacement product. Both your Colchester branches were unable to help me The product is obviously faulty and not fit for purpose, can you let me know how to get my money back or get this product replaced with something else. Look forward to your comments