Posted by apj30
OK I need to vent about just how appallingly bad the service is at the Carphone Warehouse.
Has anybody ever thought that they should have an express-lane in their stores a bit like they do in McDonalds??
i.e. for customers who actually:
1) KNOW WHAT THEY ARE TALKING ABOUT
2) KNOW WHAT PRODUCT / SERVICE THEY WANT
3) ACTUALLY HAVE THE MEANS TO PAY
After trying several times to call them without anyone picking up the phone (but after I'd gone through the automated menu system so was being charged for the call), I drove to the Greenford CW at the weekend (it's a service centre, I went to get my K700i upgraded to R2L001).
After queueing for half an hour (no exaggeration) I spoke to a chap and explained that I wanted a firmware upgrade.
I then had to explain to him what firmware was.
He then needed to see the phone (why?)
He then took the back off the phone, took the battery out of the phone (without turning it off) and removed the SIM.
He then went into the back and came out about 5 minutes later - I assumed the update had been carried out but he said that they would get back to me in about a week when the phone was ready!
I laughed and explained that the update only took a couple of minutes and no way was I prepared to wait that long.
He gave me the phone back and then tried to sell me on that Talk Talk plan at which point I walked out of the store.
I went back again mid-week, this time I had to queue for 50 minutes before being seen this time they took the phone and asked me to return a couple of hours later which I did and following which I'm pleased to report that the update had been carried out successfully.
But why do the CW make such a drama out of every single customer enquiry they receive?
Am I the only person who goes in and says "this is what I want, here's the money, thank you very much" - why do the sales assistants spend half the time that they are with the customer on the phone, and then end up passing the phone to the customer, and then disappearing into the back...
Deep breaths. Vent over.
But CW... you suck.
Andy
Posted by methylated_spirit
Carphone warehouse, by most accounts, arent as bad as the likes of The Missing Link and Phones 4 Poo, if you dig around you will find some real horror stories! Maybe you just got served by a thicko, or maybe he was just new. At any rate, he will know for the next time and its just bad luck it was you who caught him out.
Posted by absinthebri
No one's making a drama out of it except you. They're trying to provide you with a service and all you're doing is complaining. If you don't like their standard of service, don't use them again. I've never had anything but EXCELLENT service from CPW.
Posted by mixin
I have gotta say that CPW are the best phone shop i've dealt with, and do seem to know more about what they are talking about than others
Posted by methylated_spirit
@absinthebri: Thats a bit harsh! Their customer service did fail him, surely he has the right to air his grievances.
_________________
Hello, Scroto!
P800,P900,LG8110
[ This Message was edited by: methylated_spirit on 2004-09-06 13:02 ]
Posted by Lembo
I don't mind CPW. Very friendly staff but I did go in one last week to ask them about fiwmware and had to explain what it was.
(it wasn't a service centre but just wondered).
I beat your week.
I was told that I they had to send it back to the manifactures and could take up to a month.
I said no thanks and had it done within the hour on Saturday.
Still would class it as one of the good ones
_________________
The Ultimate Universal Question of Mankind!!!
Which phone should I get next???!!!
[ This Message was edited by: Lembo on 2004-09-06 13:01 ]
Posted by DeLa
Because customers that know exactly what they want and especially if it is a FW upgrade are a rare breed.
I think the number of people that actually knows that there is such a thing as firmware in a phone and that it can be upgraded and that then problems may be solved and that it takes 15mins max are about ,5% of the customers.
So they would have to put "high-qualified" employees in their stores to 99,5% of their time serve plain customers looking for a phone that can do this and that and looks like that or who have a problem that each member of Esato can sort out immediately.
(It's the same everywhere. Well informed salespeople or supportpeople are scarce. That's why I always go back to the same store for my houshould equipment: I went there for the first time to buy an alarm clock and they actually could explain relevant differences between simple alarm-clocks. Imagine taking time for a customer that wants to choose between 5 different clocks of only €25 max ). I went back there for all my other (much more substantial) equipment. I once went to another shop because they seemed cheaper and then I was thrown back in the world of ignorant salespeople that can not even be bothered to read the product sheets sticked onto the products in the show room. I hurried back to that one shop and paid 7% extra with a smile because they sold me what I needed instead of what I wanted. ----Sorry for the lenghty off-topic but wanted to make my point clear...)
Posted by absinthebri
Why vent? Why not email their CE and complain? Why go in on a weekend and then complain about queues? Why expect a walk in upgrade service? Why buy a phone that's a beta release? I don't know, you tell me...
Posted by methylated_spirit
Theres always one rotten egg who spoils a good thread...
_________________
Hello, Scroto!
P800,P900,LG8110
[ This Message was edited by: methylated_spirit on 2004-09-06 13:48 ]
Posted by buckle247
| Quote: |
|
_________________
Free ringtones, MP3 tones, themes, java, screensavers + Wallpapers for T610 + K700
[ This Message was edited by: buckle247 on 2004-09-06 13:14 ]
Posted by absinthebri
@buckle - You're right. I actually get infuriated too when I can't walk in to a shop at any hour of my choosing, be attended to instantly and demand an unnecessary service free while I wait. Am I unreasonable?
Posted by apj30
| Quote: |
|
Erm.. isn't that the whole point of a discussion forum? To discuss things? You give the impression that I am less entitled than you to express my views and I don't really think that is the case.
Perhaps you work for the Carphone Warehouse; why not show one of your middle-managers your valiant responses to my message and I'm sure you'll be made Employee of the Month.
Or get another star on your namebadge.
Posted by buckle247
| Quote: |
|
That isn't what i said. I am just pointing out that having to wait 30-50mins to be served is stupid. I expect to be served within 10mins, any longer than that is bad service.
Posted by methylated_spirit
@apj30: apologies on behalf of absinthebri
We arent all obtuse and purposefully confrontational
_________________
Hello, Scroto!
P800,P900,LG8110
[ This Message was edited by: methylated_spirit on 2004-09-06 13:29 ]
Posted by apj30
| Quote: |
|
I agree. In all fairness, over the years most of my phone upgrades have come via the CW and I wouldn't really consider going elsewhere for a new handset.
My real issue was with the follow-up service.
Their constant failure to answer the telephone (so I could book an appointment), my having to make three car journeys and total waiting time of > 2 hours in the shop seems excessive for a 5 minute firmware update.
Posted by absinthebri
Of course you're entitled to your opinion and of course it's valid but rather than own your experience, you've stated as fact CPW service is bad. It's not, generally. But as you're making blanket statements I thought I would too.
Posted by methylated_spirit
Yeah, theres definately no excuse for THAT! Thats just pure laziness by CPW staff. At my work, we have a policy of answering the phone within 5 rings and its amazing how such a little detail can help your image. As you say, it has reflected on CPW's image poorly.
Posted by Rookwise
Have always had good service from my local cpw (Hanley, Stoke On Trent). Its only a small branch with about 3 attendants on the front desk at any one time but they get through customers very quickly. They dont do firmware upgrades but say that they can send the phone off to be done and should take 3 days to a week.
One of the worst cpw branches I've been into was the Preston branch. Big shop with only 2 staff and nobody in. It took both of them to sort me an upgrade out and neither of them knew what a T630 was (it had been available for nearly 2 months when I asked). The could'nt be bothered attitude of the Preston branch put me off going there again.
Posted by absinthebri
The service you got wasn't the best. But do complain. Not to CS but straight to the CE. You might be pleasantly surprised by the grovelling apology you'll get. It always works for me.
Posted by bajillions
wat use is a grovelling apology to anyone? wats tickling me is that u are venting ur anger at the guy for venting his. fact is phone shop staff very rarely know anything about phones. just how to sell them. i have worked in a phone shop and was always pleased to serve someone who knew wat they wanted. i used to hate people who would say. i want a flip phone or "can i get the 6600 for 49.99 on payg. thats false advertising putting it up there u should have to sell it at that price." good customer service is difficult to come by these days. i pride myself on working in customer service roles all my working life and trying my utmost to deliver excellent customer service to every customer
Posted by methylated_spirit
Service certainly is important, where i work, its the big selling point, and people come back over and over again, even if they tell us they can get the product cheaper, they say they will stick with us because we treat them with respect, we treat them like human beings, not cattle.