DISCLAIMER: This review is headed under the Stirling branch as that's where I bought my phone, however most of the content is directed at the customer service call line, which is centralised as far as I know.
The only good thing I currently have to say about the Carphone Warehouse is that the girl who sold me my phone last year could not have been more pleasant or helpful and was at no point pushy or condescending the way a lot of assistants in phone shops are these days. However she did talk me into an insurance policy, which, given my terminal clumsyitis seemed a steal at £3.99 per month. Hah!
As I walked out the shop clutching my shiny new purchase of 21st century-ism (my first smartphone, woohoo!) and a bag full of my insurance paperwork and such, things started to go downhill. I had been told it would take the usual 12-24 hours to connect, but that it would be likely I would be connected that evening, and if I wasn't connected after 24 hours to call them. So far, so fine.
48 hours later (I decided to exercise patience for once), I called them to let them know I wasn't connected. They assured me there was a problem that week with Orange connections, it was not their issue and that I should contact my network. So I did. And was batted back and forth between Orange and the Carphone Warehouse both denying responsibility and both being very dismissive and unhelpful (Carphone Warehouse more so it has to be said). It was a week and a half before I was connected. Not chuffed. Anyway.
The only real cause I'd had to gripe about since is the lack of customer care regarding my insurance policy direct debit. I have had no end of grief with this thing. It comes off on a different day every month, it's sometimes 4 weekly and sometimes not (even adjusting for bank holidays etc) and it's been taken off twice in one month at times (3 bloody times in July for some reason).
I have called them umpteen times to try and arrange this for a specific date only to be dismissed with an ''it's on the system and it's definitely on a monthly cycle''. Eh no, no it isn't pal. My bank statement is often cruelly honest with me and it tells me when you've decided to take your pennies in plain black and white. There is clearly a problem at their end somewhere and while it has yet to cause me any problems regarding a returned DD or anything of that nature, it's irritating and should not be happening. I have had refunds where it's been taken off several times, but only after long arduous debates on the landline, costing probably what the amount taken off was worth anyway. They are dismissive, at times quite rude and to be honest, I don't think I'll be wasting any time with them again when this contract expires. read more