First of all, because Alex Sneddon read my recent post about the HTC phone failure and Carphone Warehouse’s response, he gave me the correct contact details for Charles Dunstone. I emailed him last night and I received this email in reply this morning…
Dear Mr Gorman
Many thanks for your email, I am extremely sorry to hear of the problems your son is experiencing and concerned that you have had to contact to me in search of resolution.
I have got someone investigating what has gone wrong and we will be back to you shortly.
In the meantime, please accept my sincere apologies
Literally five minutes after reading it the manager of the Gyle phoned me full of apologies for the treatment Tom had received at the Princes Street store! He offered an immediate exchange explaining that this “NEVER happens.” and that I had clearly escalated my complaint in an appropriate manner.
So, well done CFW for eventually doing the right thing.
Well done also for the brilliant Phone Expert in Dunfermline who allowed us to cancel our £75 (not £175 as we had been quoted by CFW) spare part order.
I wonder why they changed their minds? The power of blogging or just realising that they had made an unfair decision?