Customer-Care @ Car phone Warehouse wrote: Dear Mr Walker, Thank you for your email, Unfortunately when I entered your postcode into our system, your name was not included in the list of names that came up. Was your phone purchased in your name or someone else's? In spite of having no repairs history on record to look at I would like to apologise on behalf of all those concerned for the frustration and inconvenience caused. If I could have a look at the repairs history I could trace if your handset was sent to the manufacturers. If this was the case the delay in repairing your handset would have been out of our control. We only quote a 14 day turnaround if the handset is repaired by ourselves. Once a handset is deemd to have "liquid damage" it is beyond repair, however it wasn't returned to you in the condition it was sent away and therefore we offered you a replacement phone, I am sorry that this phone has all the faults you have mentioned in your email but we can now only offer you a repair service. Unfortunately we only offer our customers an exchange or refund if the handset develops a fault within the first 28 days from purchase. We would like you to remain a valued customer of The Carphone Warehouse and I hope that you will receive efficient service should you require anything further in the future. If you require any further assistance please do not hesitate to contact us on 0XXXXXXor by replying to this email. Regards, TH ---------------------------------------------------------------------------- Mr Walker wrote on 19 August 2002 to Car Phone Warehouse: Subject: RE: Carphone Warehouse Complaint You may have me listed under my old post code 5 XXXXXX Surrey, XXX XXX. or as James Walker, a mistake I have tried to correct on each visit to your store. I was quoted a 14 day repair turnaround then told that the handset had been returned to the manufacturer, hence another 14 day delay. I have contacted Siemens and have been told that they have never examined the handset. The replacement phone you have provided is worse than the original phone I sent for repair. I feel my only option now is to purchase a new phone and contract from another retailer. This leaves me out of pocket regarding my existing contract. I feel that you have failed to provide goods fit for the purpose for which they are described, my mp3 player still does not work, I will take this matter further with my local trading standards office. Regards N.J.Walker ------------------------------------------------------------------------------ Customer-Care @ Car phone Warehouse wrote: Dear Mr Walker, Thank you for your email, From our records it doesn't appear that your phone went to the manufacturers. What I can is see that your phone first went into repair on the 14th of May where it was sent to our central repair workshop. It was then returned to the store 14 days later on the 28th of May. However I'm not quite sure why it wasn't collected from the store until the 18th of June. Perhaps the store didn't advise you it was ready for collection? I can see that on the 20th of June your phone was logged in for repair again at our central repair workshop and this was returned 12 days later on the 2nd of July and collected the next day. The third repair I can see was logged on the same day you collected your phone on the 3rd of July which was then returned 15 days later on the 18th of July. Although I can empathise with your increasing frustration unfortunately we can only offer a repair service to you now because the phone was bought more than 28 days ago. We offered you a reconditioned phone because the phone didn't came back in the state it was handed in. However your phone did have "liquid damage" so we wouldn't have been able to replace it. Nonetheless, I fully understand your disappointment with regards to this issue and why you have subsequently decided to go elsewhere. It is far from ideal for us to lose a customer in such a way and I hope that it has not permanently soured your opinion of The Carphone Warehouse. If you require any further assistance please do not hesitate to contact us on 0XXX XXXXX or by replying to this email. Regards, TH Return to Carphone Warehouse Complaint