I did manage to return the iPhone for refund after 7 days but Carphone Warehouse certainly made it difficult.
After a week of unhappiness with the iPhone I decided to return it for refund. I did not expect an issue as the contract I signed in store clearly indicated that I could return the iPhone within 14 days for refund or exchange.
I rang the number on the contract paperwork that put me in touch with their customer service department.
I spoke with a female service representative who, after many on-hold checks with her supervisor told me I could not just change my mind and get a refund. I pointed out that I had not just ‘changed my mind’ and that I was unhappy with the iPhone and considered it not fit for purpose.
Her tack changed to indicate that the iPhone had to be found ‘faulty’ to be considered not fit for purpose and that I should return to the store to get them to check it.
So I phoned my local store and they told me that if I had used the phone (of course I had made about 3 calls on it) they would not accept it for refund. I pointed out to them that the contract indicated that I could return it but I would have to pay for any calls or services I had used (fair enough). He then insisted that they had been told that they were not allowed to accept any iPhones for refund if they had been activated.
I asked to speak with the store manager who eventually agreed (after he read a copy of the contract they ask customers to sign in store) that the contract indicated I was entitled to a refund. He still refused to honour the contract indicating they had been instructed to do so by head office.
I decided to call O2 custoemr service directly and he told me that there should be absolutley be no problem with getting a refund. They were unable to help as I had bought from CPW and I had to deal with them.
I called CPW customer service department again. This time I got to a chap with a far better sense of customer service.
He initially read through the same Q&A matrix they had been supplied and told me I could not get a refund if the iPhone had been used. I then read extracts of the contract to him and HE suggested I fax a copy of the contract to him (apparently they don’t have copies available).
I actually asked for his email address so I could send a scanned copy and to my surprise he obliged. I scanned the contract and emailed it to him – frankly not expecting any response or even a bounced email.
An hour later HE called me back and agreed that I was entitled to a refund, further that they would be revising intructions to store staff. He then made a whole series of notes against my account record on their computer system. This way the store staff would be able to follow the instructions.
Sure enough I went to the store , they read the instructions and I got my refund.
Two recommendations:
1. Don’t buy an iPhone from Carphone Warehouse.
2. If you are daft enough (like me) to do so, and you want to return your iPhone within 14 days – be persistent, you are entitled to your money back.