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< Esato Forum Index > Sony Ericsson / Sony > Symbian phones > Now I'm pissed off with CPW and SE as well! Bookmark topic

CPWs customer service is pretty poor. My K700 was sent to them for a warranty repair. It took over 2 weeks to come back and they hadn't done a single thing to it and tried to say it was damaged by impact. They left me out of pocket by £157.
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Posted: 2005-06-18 19:27:29
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I don^t think CPW even has unbranded phones. So they would be incapable do repair one. SE is your only option that way. I waited 3mo to have mine repaired. but now it works great..
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Posted: 2005-06-18 19:45:30
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Quote:
On 2005-06-18 19:45:30, Residentevil wrote:
I don^t think CPW even has unbranded phones. So they would be incapable do repair one. SE is your only option that way. I waited 3mo to have mine repaired. but now it works great..



They do. An electrical retailer I work for orders their mobile phones from CPW and all we ever order in is unbranded phones.
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Posted: 2005-06-19 15:31:42
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My friend bought a V80 brand new sim free from them a few months ago, and after a few hours it died completley... He took it back to them and they took 14 days to basically flash it. When he got it back there was a HUGE 4cm scratch on the Inside of the screen where for some reason they had taken it apart. Anyways every time he'd use the zoom on the camera it would just freeze, so it took it back and they took another 14 days just to give a replacement. Throughout the whole thing the staff there were hardly co-operative, so i agree, CPW is hardly the best for replacements and CS.
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Posted: 2005-06-21 16:42:06
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Had he known his statutory rights, or CPW's returns/refunds policy, he could have exchanged it for a brand new one first time round. Pretty obvious really that if your phone dies "hours" after you've bought it, you're entitled to a new one!
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Posted: 2005-06-21 20:11:49
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Quote:
On 2005-06-21 20:11:49, dave_uk wrote:
Had he known his statutory rights, or CPW's returns/refunds policy, he could have exchanged it for a brand new one first time round. Pretty obvious really that if your phone dies "hours" after you've bought it, you're entitled to a new one!



I completely second dave_uk's opinion. The only problem would be evidentiary, i.e. in relation to proving the provenance of the phone. Otherwise, it's a simple case of invoking the Sale of Goods Act 1979 (e.g. via a complaint to the Office of Fair Trading etc). I believe the relevant piece of legislaton deals with the 'satisfactory quality' of the product. More specifically:

(2A) For the purposes of this Act, goods are of satisfactory quality if they meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstances.

(2B) For the purposes of this Act, the quality of goods includes their state and condition and the following (among others) are in appropriate cases aspects of the quality of goods—

(a) fitness for all the purposes for which goods of the kind in question are commonly supplied,

(b) appearance and finish,

(c) freedom from minor defects,

(d) safety, and

(e) durability.

This is merely an extract from SOGA 1979, and there may be other pieces of legislation which are equally/or more applicable to the current scenario. None of the above should be construed as amounting to legal advice.

Cheers


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Posted: 2005-06-22 02:25:10
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If you guys lived in some countries (like mine), you would be in big trouble with your P910. Duration of repairs for is usualy measured in months, because most complex stuff is sent to be repaired abroad.

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Posted: 2005-06-22 14:09:30
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I took my k700i for a software update last year. Which for some reason they wasnt able to do or so they say. Phone was sent for repair. I was told 14 days max. Any way after 6 Weeks later and complaining loudly I got my phone back. 4 Days later it went faulty, this time I contacted Orange and got a replacement under insurance in 18 hours. Why didnt i do that the first time !!

My Friend took a Nokia 6230 in after the phone died. 7 Weeks later, she received a letter saying that they had lost the phone and she would be sent a replacement. this could take 2 more weeks.

Any way i rang and got a replacement phone 2 days later Although it wasnt a new one, it worked and she was happy to have the call back.

The customer care in the shops seems to be ok, the call center are useless to say the least. no one knows what each other is doing, there computers are always down and no one rings you back like they say they do.

Not good cusotmer relation.

Now i have Orange care. Im happy to pay the £5 just to know i receive a replacement handset within 24 hours (Even tho the handset isnt new they are norm in very good condition)
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Posted: 2005-06-22 14:30:36
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