Mr Walker wrote on 21 August 2002 to Car Phone Warehouse: Subject: RE: Carphone Warehouse Complaint -----Original Message----- Given the fact that the replacement phone was less than 28 days old when it broke why can't this phone be replaced under warranty? My current phone is an inferior version of the original I sent for repair. I have contacted my local trading standards officer and will inform you of their comments. Customer-Care @ Car phone Warehouse wrote: Dear Mr Walker, Thank you for your reply. Please accept our apologies for the delay in response. I have investigated the issues raised in your email below and am disappointed to learn of your dissatisfaction with regard to your handset. As your original handset was found to be liquid damaged, the warranty of this unit was invalidated as per the manufacturer terms and conditions and we are unauthorised to repair or replace. As you were not happy with the cosmetic condition of the unit it was eventually replaced with a unit from our exchange. This was issued as a goodwill gesture and was not replaced under warranty but at a cost to The Carphone Warehouse in the interests of customer satisfaction. If this unit is displaying any fault then please be assured that it can be submitted for repair once again and will be repaired or replaced with another exchange. I have added notes to your account detailing that a standby unit can be issued in the interim period and the deposit for this service will be refunded in full on return of the loan. If you have any further queries please do not hesitate to contact our Repairs Support Line on XXXXXXXX or reply directly to us. Yours sincerely, U.S. Correspondence Department Return to Carphone Warehouse Complaint