Stay away

Carphone Warehouse you are a disgrace so I am shaming you publicly!

For the past three months I have been fighting with customer services to replace my Experia X which was sold to me on the basis that it was water resistant (listed on their official website as so) which I found out on holiday that it was not and I had been mis-sold the product. After returning home I raised the complaint to the store I purchased the Experia X at the Currys PC World Almondvale Retail Park who were more than happy to help to the best of their ability.

The phone was sent to their repairs centre only to be sent back two weeks later untouched and would not be replaced as the phone was water damaged beyond repair and not water resistant (under specification)! They also tried to palm me off to other companies saying that the issue would have to be resolved by Sony or EE as it is out of the companies hands.

Now I was paying £46 per month for a phone that I don't have because I was misled!
Stuck! Sony and EE (in their own right) couldn’t help, but asked me to push this further as this was terrible customer service handling.

I seeked legal advice from trading standards and Citizens advice and found that they were in breach of the Consumer protection amendment regulation 2014. A letter was sent to the Carphone Warehouse Almondvale store advising the company that they had 14 days to comply by either giving me an alternative replacement or cancel the contract free of cost, I also added a print off from their official website specification page stating that the Experia X was WATER RESISTANT.

The manager of the store was/is brilliant and has gone beyond his means to help me to resolve this. He forwarded the letter onto head office to be dealt with his own letter stressing that I should be given the replacement phone, and that he himself has tried numerous time and has spent countless hours with me in-store on the phone to customer services to have a care package/authorisation code of £499 raised to give me a new phone only to be denied by management in the South African call centre.

After the 14 days I returned to the store and still no reply from head office………. Another FIVE hours on the phone to customer services and they came to an agreement that if I sent the damaged phone to their warehouse in Britain they would send a Sony Experia XZ in replacement, I took the damaged phone to the Almondvale store to be sent away in a tracked and recorded tote that he packed himself.

After Two weeks (yesterday) I had not received any correspondence from Carphone Warehouse of the damaged phone being received at their warehouse or my Experia XZ being sent out to me, so I returned to the Almondvale store to demand what was going on…… After 3 hours on the phone to customer services with the manager as a witness the outcome was that the tote was not recorded as being received and could not be processed!!

He once again advised that he would happily give me the Sony Experia XZ if they would raise an authorisation code/care voucher. Their response was that they would not do that as they cannot account for the lost phone and could not contact the warehouse via email to see where the Experia X is……..

Today I was contacted, advising that he received an email telling that they had found the Experia X and are going to send out the new Sony Experia XZ!
To my frustration I have refused the phone and have requested that I have the contact terminated.

I know that this is not the end of this gruelling and very frustrating situation… I hope that Carphone Warehouse are ashamed of their poor handling of my case…. My business depends on my smartphone as I am a self-employed hairdresser!!

PLEASE SHARE AND STAND WITH ME!!! Make it known to the World that The Carphone Warehouse does not care for you as a consumer! Once they have your name on that dotted line they will not help or resolve any problems you have, even when they are evidently the ones at fault!