Details required for Carphone Warehouse complaints

Complaints reference Number: PCR0535767


I have attached the following photos/screenshots:

1. Screenshot of the email I got from Samsung that confirms the company to send the phone to (also customer reference number and email response id - if you need to confirm with Samsung)

2. Photo of the receipt from the post office to send the phone to Regenersis (company that Samsung used to repair the phone).

3. Photo of the repair note from Regenersis that was accompanied with the phone when it was returned to me.

4. Email from Regenersis confirming what was wrong with the phone.

Carphone Warehouse Response

Continued from here:

I have had a break from this over Christmas, but I am now wondering what Carphone Warehouse take on this is. Maybe its just a mistake.

I have emailed their complaints team with the following email:

My phone, that was just under 6 months old developed a fault and stopped charging. I contacted E2Save and they told me to take it to carphone warehouse for repair. I took it to the Middlebrook Bolton branch and they took it for repair. After a week it was sent to a central rapair centr, it came beck 3 weeks later with a blurry picture of the USB port saying it isnt covered for repair due to water damage. After reading many review sites this didnt surprise me. It seems to be a common issue with your repair team. Interesting how they didnt spot to water damage the first week it was at your middlebrook repair centre.

I wasnt happy about this, I have never had it near any water or moisture and took the appropriate care as you would for a £500 phone. I was assured by the assistant at the store that carphone warehouse would have nothing more to do with it. I have since contacted samsung who have taken it in for repair, under warranty. Low and behold, they fixed it saying that there was an intermittent fault with the screen. They did not mention any water damage. I am not happy with the service you have provided. If I had taken you supposed repair outcome I would be over £300 out of pocket and still have to pay line rental for 6 months on a broken phone.

I am asking for both a refund on the line rental for the time it was in for repair (19th November - 20th December) and the £5.90 it cost me to send it to the repair centre. If you cannot refund me I will be taken this case to a small claims court.

Regards Paul Diggle

I have had a reply:

Dear Mr Diggle,
Thank you for contacting the Repairs Team at the Carphone Warehouse.
At the Carphone Warehouse we take our customer’s accounts and their information seriously.    From the details you have provided we have tried, and are unable to access your account.
To help us respond to your query and provide the information you need, please provide the following details;
Account Holders Full Name
Account Holders Full Address
Account Holders Postcode
Account Holders Telephone number that we have on our records
Make and Model of handset
Please respond with the above details either by email or contact us on 0800 276 1373 and we will be happy to help.
I hope that our advice has been of help and if we can be of any further support please don’t hesitate to get in touch.
Regards,
Rav Velagala
Carpone Warehouse Repairs

This is odd, they had no problems finding my details when I originally took the phone is to be "Repaired". I have replied with the only other thing I could give them, my home phone number.

My Carphone Warehouse Repair Story

Intro

I have created this blog to warn others of the service that I received from Carphone Warehouse after my phone broke after 5 months. It should have been a simple repair by the manufacturer, instead I was told that it isnt covered under warranty due to water damage/water ingress.

Details

I purchased my Samsung Galaxy G2 from E2Save and after 5 months the phone wouldnt charge or switch on. E2Save told me to take it to Carphone Warehouse for repair.

On their advise I took it to Carphone Warehouse Middlebrook Bolton (as they have a repair centre). I thought that they should be able to repair it on site. After a week it, according to their repair tracker, it was sent to the manufacturer as they couldnt repair it. 2 weeks later it was returned saying it was beyond repair due to water moisture/ingress. Accompanying this was a blurry picture of my USB port from outside. To note, I have taken very good care of this phone (as you would with a £500 piece of equipment) and never had it near any water/moisture.

When I picked it up, it was clear that carphone warehouse were not going to help, the person I spoke to was sympathetic but was clear carphone warehouse were not going to help any further.

After getting it back, I asked a colleague to charge my battery thinking it could just be a dead battery. They did and it still didnt work. But then I remembered when it first stopped working, I noticed that it was still recognised by the USB port on my PC with a USB driver not found message when I plugged the phone in. Now its completely dead and isnt recognised by the same pc. I checked my Google Web Search Logs and made a note of the USB message I got when I first realised it had broken - "sec s5pc110 test b d not found". Now I get nothing when I plug it in. I can only assume it has been further broken when sent in for repair.

I then thought I would send it to Samsung for a second opinion. Looking for Samsung repair centres near me, it lists CPW Middlebrook Bolton as the closest repair centre. Yes, like I will take it to them again.

I have sent an complaint to Samsung to try to understand exactly who is liable for this faulty repair. The consumer law says Carphone Warehouse, but Im not sure whether it was further broken when with Carphone Warehouse or with Samsung. I am waiting for a phonecall from Samsung customer service.

After reading up about Consumer law, it states that the shop that the item was purchased is liable (as its less than 6 months old). It seems to me that Carphone Warehouse have a convenient excuse to get them out of this liability with water ingress.

My concern is why is it not in same state as when it was sent in, and why did carphone warehouse send the phone off after a week to their central repair centre. Surely they could have determined water damage without sending it off - in their onsite repair centre.

Below is the repair note from carphone warehouse. Note the blurry picture of the phones usb port.

(BTW - these pictures were taken with my phone that was later fixed by Samsung - under warranty)

Woah, Their advice now is to claim on insurance or I can have a 10% discount on a new phone.

Email to Samsung

Here is my email to Samsung:

I am not sure who the best person to contanct with this but I hope you can forward it on to the relevant person.
I have had my Samsung Galaxy S2 for just under 6 months. I was charging my phone in my PC through the day and noticed a windows driver alert saying sec s5pc110 test b d. My phone was plugged in but wouldnt switch on. I took it home and plugged the mains charger in. It still wouldnt switch on, so I plugged it into my pc at home and the same usb driver not found message appeared.
I have since taken it into car phone warehouse to get it repaired under warranty. After 3 weeks I have my phone back saying it isnt covered as it is water ingress. I have not had it anywhere near any water, and the picture they give me to so call prove this was a blurred picture of the USB port. I am not happy with this, and also now when I plug it into my PC i no longer get the driver not found message. So I can only assume since going in for repair it has been broken more.
I feel that Car Phone warehouse has let me down and I am going to take this case to trading standards. I was thinking of sending the phone back to Samsung but it turns out that you use car phone warehouse as the repair centre. So does this mean that it is Samsung who have decided this (and further broke my phone). I have attached a screenshot of my google search the day my phone broke. I can get further proof from the event log of my pc to prove that it was at least recognised by my pc before I sent it off for repair. I feel that carphone warehouse have shirked their responsibility and dont know where else to turn.
Regards
Paul Diggle

Samsung was very quick to respond with this reply:

Dear Paul

Thank you for contacting Samsung and I have pleasure in providing the
following assistance.

It is true we use carphone warehouse service centres but this is for walk in software issues that can be
repaired on sight. For more serious issues like this we have our own team. There have been previous cases
where independant repair centres have not diagnosed an issue sufficiently so please send your phone into
us for a full diagnosis and more accurate assessment of the issue. Please reply with your IMEI and S/N, both
found under the battery on your phone and reconfirm your address and we can set this repair up for you.


If you require any further assistance, please contact Samsung again and
we will be more than happy to help.

Kind regards

Gareth
Online Support Team
SAMSUNG Customer Support Centre

A few unanswered issues here: Samsung see Carphone Warehouse as a centre for fixing software issues, not hardware issues.But on the main Samsung site if you search for a service centre, CPW Middlebrook is shown.

The main thing though is that Samsung where very helpful and made arrangements to have a look at my phone. Another email from Samsung confirmed the delivery address I needed to send my phone to:

Front of Envelope -
‘REGENERSIS PLC
EXPRESS REPAIR AREA
32 FOUNTAIN DRIVE
INCHINNAN BUSINESS PARK
RENFREWSHIRE
PA4 9RF’

I then packaged up my phone and sent it to the address using Special Delivery. This cost me £5.90.

Samsung have fixed my phone - under warranty

On the 20th December I got a parcel from Samsung. It was my phone and it was working like new. Fantastic, I was over the moon. Unfortunately it didnt have a repair note. I then sent Regenersis an  email to find out what went wrong. I got this repy:

Good afternoon,

Due to an intermittent display fault the whole front of the handset was replaced.

Thank you
Jennifer

Interesting, no mention of water damage. What are Carphone Warehouse playing at?