My partner bought a Sony Xperia 10 for me as a present for my birthday in August. As we were on holiday in France, it seemed sensible not to open the box or start setting the phone up until we returned.
Upon return to the UK, I started setting up my phone. My partner had been told that it was simply a case of putting the SIM card in the new phone, which I did to start the set up process. It quickly became apparent that I had no service although it recognised that the SIM was in the phone.
I took the phone to CPW in Maidstone where they initially were resistant to help as they said I needed to go to my service provider and ask for a new SIM. Eventually they offered to try an alternative SIM in the phone and then were able to confirm that the fault was actually with the phone. I asked for a refund or exchange but was told that, even though I had the relevant paperwork, CPW would not deal directly with me as I did not have my name listed on the receipt.
At the first opportunity, we both returned to CPW Chatham where the phone was originally purchased. We were told that we could have a refund or exchange but then they said that would not be possible as it had been over 30 days since purchase. The only option we were given was to send the phone for repair which we agreed to believing that I would then have a working phone.
On Monday this week, my partner was contacted to say that the phone was in store and ready for collection. When we went to CPW Chatham last night, we were simply given the phone and told that it had not been repaired. There was not explanation given - only a selection of photos that no one seemed to know what they related to. A member of the sales team rang the repair centre - they claimed that the phone may already have been repaired and this is why they had returned the phone.
We were told that we had to take the phone with us and it was up to us if we wanted to contact customer services to escalate the issue as there was nothing more that could be done.
After much discussion and explaining repeatedly that we have been sold a faulty phone that has never managed to make or receive a single call, the sales team agreed that they would call customer services on our behalf.
Today we were told that someone from customer services will have made a decision by Thursday. I can't put into words how upset and frustrated we both feel.
Edited to add:
I have spent unnecessary amounts of time today trying to find a resolution. I have been told that they perceive that the engineers think a 3rd party has looked at the phone "due to the work that has been perceived to have been carried out, the warranty on the phone is invalid so we would be unwilling to exchange the phone. Apparently it is now my responsibility to get a second opinion from Sony. I have been told that I cannot escalate my complaint as it has gone to the highest level as I have talked to someone through Facebook chat.
Never use Carphone Warehouse.
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