Lack of customer service: carphone warehouse

karolinemary

On the 19th of july I went into the Carphone warehouse, Grafton street branch in order to ask advice regarding my iphone 4s. My WiFi was not working and since the phone was only 7 months old (insurance replacement), it was still under warrantee so the customer service rep recommended that I send the phone way to be fixed. Since I am traveling on the 4th of August, I asked how long this would take, I was told 5 -10 working days. Satisfied with this I sent my phone off. On the 29th of July, I went in the store to be told that the phone is not yet back.

I then called in on the 31st, to find out that the phone was not fixed because there was a chip on the screen of the phone (This was not there when the phone was handed in). This was very annoying since I had been to carphone warehouse stores twice asking about my phone. I was then told that I basically had two choices:

1. Take the phone back more broken than when I gave it to be fixed. With this option, carphone warehouse would take no more responsibility with regards to the chipped screen
2. Leave the phone with them for possibly another 28 days and hope my phone is returned fixed

Needless to say neither of these options are good enough. After being initially promised my phone back within 10 working days, I will possibly now be without a phone for another month. This is not good enough especially since the reason for the delay has got nothing to do with me. When I handed in the phone to carphone warehouse the phone was their responsibility and they should therefore give me a replacement iphone or similar while the situation is being sorted from their side.

After explaining this to the manager, my situation fell on very unsympathetic ears. He offered very little explanation and was very defensive.

I left the store feeling extremely frustrated and with no resolution.

A very disappointed customer