Just got my phone back (Samsung i8510) from its 3rd repair by Carphone Warehouse.

That makes it the third time in just over a month its been off for repair (so I've been without a phone I'm paying £40pm + insurance for) and they still haven't fixed any of the faults.

Each time its been of for a dodgy dpad button, a jammed camera lens, and dust under the screen. Each time it's come back with a list of work done that shows things like "battery replaced" or "software updated".

Three times that has been sent off and it has still not been fixed. I've been told they have no new stock of i8510s or replacement stock, so, despite full warranty and insurance, they are telling me I have no right to replacement or exchange for another model.

Surely their is something I can do? Carphone are telling me all they can do now is send it away for the 4th time in the hope they actually repair it this time. Do I not have any right to an exchange?

Thanks

How long have you had the phone? I'm sure there is some legal right that you have and the shop must either repair, replace, exchange or refund if it is less than 6 months old.

If it is less than a month old then you could expect an instant replacement. Have you tried sending the phone back directly to manufacturer as it should come with a 12 months warranty as standard. You shouldn't have to do that though but it is an option. Probably a lengthy one as well.

Obviously like I mentioned before, if it is less than 6 months old, the shop should really be doing something about it. So far, what you have said above is really not acceptable.

Maybe next time you come to get a contract phone, buy only from the network itself and maybe then you could expect better customer service and you could tell them you will cancel your contract if they refused to do anything about it. I think anyone paying £40 per month for a phone that does not work would be annoyed with the service received.

Does not seem like you will get much joy out of dealing with the CPW sales staff so I'd suggest writing to CPW Head Office.