I purchased an Ericsson T65 handset, sim free and offline, from the carphone warehouse in August 2002. After approximately 7 weeks, the handset developed numerous faults, and I returned it to the store. The assistant seemed disinterested in anything I had to say, and informed me in an offhand manner that it, "Could take up to 14 days to repair if it could not be done in store, but it probably can. Ring up tomorrow".

I was not offered a replacement handset for the duration of the repair. I called the store the following day as requested. I was spoken to in an ill mannered fashion, was constantly called "Pal" by the sales assistant, something which I consider to be both arrogant and offensive, who then proceeded to shout across the store, "When will this bloke's handset be ready?" I did not hear the reply but was informed in the same lazy and offhand manner that it would would have to sent away.

I returned to the store the following week and spoke to the sales assistant who sold me the handset. Again, I was given the same offhand answers to my questions and when I asked about a temp replacement handset I was informed in rather a brusque tone that none were available. When I pointed out that I did not have a spare phone and was not offered a handset whilst mine was being repaired, I was told that this was because "We haven't got any, that's why"

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The handset was returned to me after being repaired. On 01/01/03 I completed a customer satisfaction survey and emailed a copy to Charles Dunstone at their head office, outlining the comments mentioned above. On 10/01/03 I received a standard generated reply from 'Shane C' at the office of Charles Dunstone stating that he was sorry I found the service of their sales representative unsatisfactory and I would like to assure me that my experience is not indicative of the level of Customer Service they demand and he apologises for any inconvenience that may have been caused, and he hopes they can be of assistance to me again in the future.

4 weeks later, the handset developed more faults. I contacted my local trading standards office and a local solicitor who helped me prepare a letter asking for a full refund on the grounds that the handset was inherently faulty at the time of purchase. It was returned to the store with a copy of the letter, a copy of which was forwarded to Mr Dunstone, and the assistant manager said he would send the handset for repair again but he could not give me a refund as it was outside their 28 days handset returns deadline.

The handset was sent away for repair a second time. Again,I was not contacted by the store as to when my handset was ready for collection. After another 2 weeks, I returned to the store and spoke to the manager. I was informed that the handset was beyond economical repair due to liquid ingress of the handset. I was absolutely livid, as the handset has NEVER been subjected to conditions where liquid of any description could enter into the internal components.

I have owned a number of ericsson handsets over the years, and this one was subject to the same daily conditions as all my other ones (which incidentally are still in working order) The manager offered the services of the onsite engineer to show me the liquid damage. I am still to return to the store to take him up on his offer. I sent another email to Charles Dunstone, outlining everything that had happened. That was on 05/03/03. As of even date I have received one reply stating my email had been received and was being dealt with.

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I have had the handset examined by an official Ericsson service centre, who have shown me the alleged liquid ingress. In their opinion, there is nothing alien to the pcb, battery or microphones which could be construed as liquid ingress. There were markings on the screen which could have been caused by condensation drying out, similar to streaking left behind on a window that has not been washed properly. These were promptly and easily removed by rubbing with a glass cleaning cloth. As far as the service centre staff were concerned, the Carphone Warehouse have come up with a convenient excuse not to deal with my handset - that they were being 'petty'.

As far as I am aware, the Carphone Warehouse could return the handset to Ericsson, and return my money as a gesture of goodwill on their behalf. It does not seem worth applying for a CCJ for the return of my money as it would probably cost the same amount as the claim. As it is, I am now stuck with a faulty handset that the retailer now refuses to mend, and a very nasty taste in my mouth re the Carphone Warehouse.

Maybe they should consider changing their motto from "A better mobile life" to "Caveat Emptor"

Links to other Carphone Complaints: Link1

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