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BlackBerry Mobile Further UPDATE:
I had a good chat with someone from TCL/Blackberry UK, the chap was very sympathetic and keen to get a replacement out to me, but I informed him that if I took BB up on their replacement I could not get the refund I am owed. TCL/Blackberry UK then said they would not be able to help me obtain a refund as they can not interfere with CPW policy. He suggested I take it back up with them. We agreed, I would not be accepting the BB replacement as I had to exhaust my options with CPW.
For @
BlackBerry Mobile and anyone in the UK dealing with CPW please take a look at their website:
Attachment 424080
I called customer complaints and was totally lied to by the two agents I spoke to. They did not or would not comprehend the word "RETURN" clearly stated on their website. I explained what happened in store:
1. They could not fix it there and then
2. They did not have a replacement in stock
3. The store lied about the replacement and said this is only possible within 28 days
4. They offered to repair it only. With no estimates on repair times.
The agent agreed I was misinformed by my local store today, (the local store quoted a 28 day refund policy) where as the complaints agent said its a 30 policy but would not commit to a refund, only a repair. She then said, if I don't get back to the store today (within the 30 days) I will have no choice but to wait for the repair, as they will not replace automatically, they have to attempt a repair first.
After trying to help her understand the word RETURN we then decided to talk about UK consumer law, I tried to explain to her what my rights were and what her duty was, but it all fell on deaf ears.
For UK Consumer Law please read:
How to reject a faulty mobile phone and get your money back
During the 1 hour and 5mins on the phone with CPW, I even drove back to my local store to try and get the refund within the 30 day period but they had closed early due to the Bank Holiday.
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BlackBerry Mobile , you need to know one of your main resellers is totally and wilfully misleading me and maybe others when it comes to returning or repairing your products.
The CPW complaint ended with me being given an complaints number and being told the next level of escalation is to the Selfridges store??? I asked why, and was told only they will be able to resolve the issue. I have been given a window of 24-72 hours in order to get a response from the Selfridges store manager. I know @
BlackBerry Mobile are itching to get their hands on this device, but you'll have to wait until