Communication Breakdown
Communications from the world of, er, communications. And other stuff.
Monday 17 December 2007, 10:47 AM
Carphone emails fuel iPhone scandal
Of course, this is rubbish. Pay for the new handset, yes, but a new contract? Who comes up with this stuff? Oh, wait... Carphone Warehouse management, according to the Mobile website, which has a copy of an internal email sent to store staff. From the email:
This will probably be the easiest Lifeline [CPW insurance] sale you can make - there are two major points we need to make all our customers aware of If you lose it or its water damaged - you cannot replace it without our insurance as the phone cannot be bought sim free. Therefore to replace the phone it will cost $900 [sic] (270 for a new phone and 18 x $35 [sic] line rental).
Allllrighty then! Mobile also has this statement from CPW CEO Andrew Harrison, whose staff have been understandably far from gruntled at being accused of dishonesty by irate customers:
"I sent the guys in store an email, telling them I didn’t blame any of them [cheers, mate!]. The issue arose out of the fact we don’t sell a sim free version [no-one does, outside of France] and that the box says you need a new 18 month contract. Somewhere along the line - and its difficult to ascertain where - there was confusion over this. I’m upset that they were called liars, they are not; there was just genuine confusion. We contained it from a customer point of view [eh?] and have reiterated all the facts."
Sterling work!
PreviousComments on this post
Once again in the true cowboy spirit, carphone wharehouse show there true colours. i had lifeline on a handset which broke 31 days after it was purchased i was asked to pay the excess to have it REPAIRED even though it was 31 days old and a manufacturers fault. I managed to get the excess dropped but still had to wait 28 days for the repair, and was offered a phone with a 1cm screen which was no good. The phone then broke the same way 30 days latter!!!!! Still only offered a REPAIR. I would hate to see the hastle if you needed to use life line for an i-phone. The insurance isn't worth having if you have taken it cancel it. Its just money in the cowboys pockets.
these people are amazing, publicly; it was employee's mistake, we'll rectify it through better training. internally; sorry guys, its not your fault.
By the way, i doubt anybody would settle for taking out a second contract, if they can't sell you a replacement phone, they must be able to cancel the old contract.
