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.
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Just reading about your difficulties with Carphone Warehouse and I was wondering if the customer service guy gave you a fax number? I want to fax them a complaint, but I’m having difficulty finding a number!
Hi, darn it I thew the fax number away – I’ll email you the address of the useful customer service guy though.
I’m having a rather similar problem.The iPhone is great but my house(despite being near central London) is in a O2 black-spot so back to Carphone Warehouse it’ll have to go.I bought instore(as a new O2 customer)but after hearing of your and others woes I’m anticipating problems returning it and getting out of the contract.Could you please forward me the “useful customer service guys” email?
Of course – I’ll fish the email address out and send it on.
Hi there Ian
I too found the Iphone 3G rubbish, for starters you cant use bluetooth on any device other than a headset, so for 18 months i was expected to wave goodbye to bluetoothing pictures, music files etc…. No way.
It gets me how they can make a phone perfect in everyway, but have a rubbish camera (with no functions whatsoever) and no bluetooth, no songs for ringtones.
I bought mine on the 4th September via the net, i took it back today.
I rang up the so called “customer service” who said that when i clicked the sim out of its little house i agreed to the contract, so i said “erm, no i dont, read the contract little man”
Anyway, 10 minutes on the phone getting nowhere i went to my local shop. Said im moving away in Feb for 9 months with works and i see no need in keeping it. He didnt even switch it on. 1 minute later i had my money back and i was free from an 18 month contract for which i am so lucky as it was a stupid whim buy.
So anyone who reads this, never buy an iPhone unless you want an excellent iPod and music device – but will settle for a truely overrated “phone”
SAME ISSUE HERE. I’ve been chasing it for 7 weeks, still no refund. I’ve spoken to probably every single one of their staff.
Suggestion: call up consumerdirect and lodge a complaint so they know what’s happening. have everyone you know lodge a complaint.
then, send a letter to CPW demanding a refund according to the terms and conditions of the contract within 14 days, after which the issue will be submitted to small claims court.
this is what consumerdirect told me to do, this is what i’m doing today.
i honestly thing that there are enough cases of this nightmare to warrant taking these bastards to court and suing their asses.
drop me an email anyone else who’s having this issue, please!
Poor customer service and unfair contracts at CPW
I wouln’y buy anything from Carphone Warehouse
Having used several different mobile phone contractors since 1995 with no problems at all I was pursuaded to sign with CPW/O2 in Sept 2007. This was for a 12 month contract for £40 a month. I occassionally used the data facility but never really exceeded £10 in any one month.
In late March I wanted to update the software on my Nokia 95. A CD came with the Nokia 95 that contained a proram called Nokia Software Updater. I loaded this onto my personal computer and using this program I located the latest N95 software via my personal computer and home broadband. The program then instructed me to connect my phone to a cable to download the software. Nothing suggested that the data would be downloaded other than by my broadband. The process took about 25mins.
A couple of days later I found my phone would not allow me to make outgoing calls or text messages. I phoned the CPW/O2 customer services and asked why this was. The informed me I had run up data download charges in excess of £400 and that my account was suspended until this was paid off. I asked them to explain how this had happened and they told me I would need to wait for my bill to to confirm details. All they could tell me was that the data had been downloaded through my phone.
A few weeks later my bill came through. I recognised the data download in excess of £400 as occurring at the time I had used my home broadband to to download N95 software to my phone. Somehow the Nokia Software Updater had switched from my home broadband to using the phone as a modem for datadownload. Something I would never have sanctioned.
I wrote to Carphone Warehouse and explained the situation to them. I asked them to explain how this could happen and I hoped as a large multi natinal company they would show some understanding for the unfortunate situation I found myself in; particularly in the light that the data download costs to CPW/O2 are insignificant as demonstrated by the unlimited data bundles they sell at relatively litttle cost.
I was disappointed to get a terse reply telling me that the data had been downloaded from my SIM card and therefore I was laible. No attempt was made to explain how the matter could have occurred.
I sent a second letter explaining how disappointed I was with the response and level of customer service. I got another terse letter in reply again telling me I was responsible for the data charges.
I cancelled my standing order to prevent the disputed sums being taken from my account and phoned customer services telling them what I had done and that I intended to continue paying the service contract charges, which I did, despite my phone still being suspended. I had researched the internet for details of how to refer the matter to OTELO. I learned that either 3 months had to pass without the dispute being resolved or the company had to send me a deadlock letter stating that the dispute could not be resolved. I asked customer services for a deadlock letter. They told me I would have to write in to get one.
I wrote again and again asking for a deadlock letter but recieved no response. I knew they had recieved the letters because they cashed the cheques I sent with them!
I spoke to customer services telling them that I wanted to get the matter resolved. They told me they would make notes of the points I had raised but still no response. Instead I got threatening letters and home phone calls from 2 different debt colection agencies and from CPW/O2. Strange that they could find time to write and cash my cheques but not respond.
This went on from March until late July when I eventually was sent a deadlock letter. By this time I had managed to refer the matter to OTELO. The letter arrived 2 days after I went on holiday to the US for 3 weeks. Yes I had even told CPW/O2 when I was going on holiday!!!! Strange that they sent it at that time having failed to do so for months before.
When I returned from my holiday in mid August I recieved this deadlock letter, a bill informing me that my contract had been cancelled on the 4th August and another telephone contact from a different debt collecting agency. Why this was refered to a debt collection agency when they knew I was attempting to seek redress from OTELO I do not know, but suggest it fits with my experience of a large company using corporate muscle to try to bully people like myself.
One member of staff suggested I took the phone to be checked to see if it was faulty. I did this but when it came back it jsut came back with notes saying no fault, software changed. I was disappointed that the repair note didnt allude to what had been checked and why the software needed to be changed.
I have now had a judgement from OTELO that has told me that I am responsible for anthing done on my phone intentionally, unintentionally or by others.
I am going to have to accept the findings against me for the charge of over £400 for data download as it appears they have me legally cornered. I cannot afford to fight a multi national company in the courts. The OTELO judgement explained to me that I was legally bound but expressed sympathy for my frustrating position. Strangely enough CPW/O2 took time to explain things to OTELO that they hadnt explained to me. However the lack of care, sympathy and assistance offered by customer services at CPW/O2 is galling.
Even more galling is the fact that since the end of March Ihave paid £200 in contractual fees to CPW/O2 for no service. Further they have just billed me an additional bill of £239.98, a charge for cessation of the contract which was due to expire at the begining of September.
This means on top of the £400 for data charges CPW/O2 have charged me I have also been charged £439.98 since March 2008 for a phone service I have been unable to use. CPW/O2 will no doubt argue that they can terminate a contract for non payment of bills. However I was careful at all stages to explain that it was the data charge I was disputing, that I wanted to resolve this matter with customer services help and through OTELO. CPW/O2s intransigence prevented me from getting an early explanation and resolution that would have prevented this saga from dragging on for so long. It may even have meant that I could have used my phone instead of just being charged £439.98 for no service. All I got for my trouble and trying to stick up to a corporate bully was frustration, intimidation worry and stress.
I cant continue to fight them any more as my partner and I have a little one due in 2 months and I need to think of his/her well being and comfort. However I am going to do my best to ensure that as few people possible fall foul of the unfair contracts, bullying and poor customer service offered by CPW/O2. I will tell this story and ensure it is distrubted far and wide. I am also considering printing up flyers and over the next months distribute my story to people outside CPW shops. If I can prevent just one, let alone 2, ahundred or a thousand people from falling foul of my experience I will be happier than leaving others to unwittingly falling victim as I have done.
I realise that someone will come in on this blog and say what a great service they have had from CPW/O2.
I respond – I have had great service from Vodafone and Orange for seventeen and half years. My bad experience is with CPOW/O2 and I will never use them again. I now have an Orange phone and will stay with them away from CPW/O2 for good. I advise others, on my experience, to do the same.
Hopefully if enough people can write in and complain on blogs such as these CPW/O2 will change their behaviour in the future.
I am going to write to my MP about this and ask that they table for legislation to control the power of CPW/O2 to charge to fees that they do.
Hi Ian,
I’m also in the position of trying to return a iphone which i bought 9 days ago from a cpw store. I’ve also used it for calls and internet but find it terrible compared to my old E61.
Before i bought it at the store i did ask both of the sales reps if i could return it within 14 days and they both confirmed that you could. I’ll be trying it out tomorrow but if they don’t i’ll have to follow your route.
Where abouts on the contract does it mention the 14 days return?
Can you please list the number you used to contact cpw customer services and any suggestions as to what to say?
Cheers.
there is an unfair charges from cpw in my recent bill due to incorrect advise from their salesman.they have reached their final decision insisting me paying the bill…what can i do to get rid of them?i m having my new contract wif o2…never cpw again!!
urgent!!
i hate cpw….
Having equal hassle from Carphone Warehouse – caveat emptor – buyer be ‘very’ aware !
If you still have the email address or fax number I would appreciate receiving it.
Many thanks.
hi i do not have an iphone but i purchased a blackberry on the 11th of this month.
unfortunantly 3 days later it was stolen form me, now carphone warehouse did not give me a working sim card to begin with so i phoned car phone warehouse about this and they told me it would be working within 24 hours and they would componsate me with a free blue tooth headset, my sim card still is not working and i have no received the headset… now trying to get my device replaced has been a nightmare there was problem after problem and then they denied my claim so i phoned up 02 to ask if i could cancel the contract because i havnt had a working sim card any way and they wouldnt let me and said i would have to carry on paying and that regard to the phone i would have to take it up with carphone warehouse .
so today i phoned to ask why and they had denied a replaceement handset and there replay was that because i had not blocked the sim card and yet i had … just my own because the one they provided was not working… so i had to email with the number i had blocked and now they have accepted the claim!
but it was so much messing around
My phone went faulty after 6 weeks and I have received nothing but total *********** all the way, even their Express Service store details on the web are wrong and whilst the manufactures quotes 5-9 days repair CPW quote 3 to 42 days
based on my experiences too date the sooner they go our of business the better – and to think HRM The Queen endorses their offer !!!!!!!!!!
I have just brought the apple iphone myself 11th may to be exact and i too am having problems returning the item with customer service saying i am allowed to return it as i have bin mislead with the devise not having bluetooth and the store telling me they will accept the return but i will still get the 35 pound bill each month from apple!
CPW are useless and i am disapointed with the service i have recieved and have taken further action by reporting this as they have broken the sales of goods act and mislead me into purchasing an item not fit for the purpose and hopefully ill get my refund or even better as well as this compensation for the useless and shocking service i have recieved!… Im guessing you lot sorted out your problems with the iphone already… wish me luck
iphone wouldn’t read sim card so I took it back. I am now waiting a week for a replacement.
Should I not have got a replacement straight away.
BUYINNG AN IPHONE FROM CPW IS A REALLY DISASTER….!
I HAD A FAULTY IPHONE, THEY CHANGED IT AND IT WAS AGAIN FAULTY THEN I ASKED THEM TO CANCEL THE CONTRACT BUT THEY REFUSED. I SPOKE TO THE HEAD OFFICE THEY SAID STORE SHOULD GET IT BACK BUT THE BLOODY MANAGER THERE ACTED AGAINST IT AND DIDNT ACCEPT IT. I HAD TO SPEAK TO THE HEAD OFFICE AGAIN THEY ADVISED ME THE SAME BUT AS A RESULT I COULDNT BE ABLE TO GET MY REFUND..
ANYONE KNOWS WHAT SOULD I DO?
Son bought a HTC from Carphone Warehouse and was under the understanding he had 14day no quibble return policy. They omitted to tell him he could not use the sim provided and will not exchange for an I phone3. They say he should not of used the phone at all with the sim. How then can you check the coverage in the area, the battery life etc etc. O2 have confirmed if he had purchased the phone from them they would of exchanged it straight away.
Also, had no problem with Vodaphone when I changed mine after 6 days.
Morel of this story purchase phones direct from the suplier. Especially, if on contract.