Carphone Warehouse Manager tells woman ‘sweaty ears caused fault in phone’

I’ve had my problems with Carphone Warehouse in the past, as I mentioned here. I wasn’t expecting so many people however to come forward and post comments about they feel they have been ripped off by Carphone Warehouse.

My post has attracted over 80 comments, some from angry customers and some from angry Carphone Warehouse employees. This woman (Claire Robinson), a Carphone Warehouse employee, even pretended to be a customer to try and fool others into thinking Carphone Warehouse were a company that offered great customer service. The complaints against Carphone Warehouse on this website suggest otherwise.

I have now been contacted by another disgruntled Carphone Warehouse customer who has been told that her phone is faulty because of her husband’s sweaty ears!

Have a read of this response to a complaint email from Carphone Warehouse:

Dear Mr ******

Thank you for your email.

I’m sorry to hear that you are unhappy with the repair you have received and the decision that has been made to the fault with the handset.

When a mobile gets wet, whether it’s from precipitation, humidity or any type of liquid, it causes corrosion to the electronic circuits. This gets worse with time. Often, when the mobile dries out, it will work for a short period of time, anything from a day to several months, but eventually stops working for good.

A fault like this often happens when the mobile hasn’t been in obvious contact with liquids. This is because liquid damage can be caused by a variety of factors, and often without you being aware of it.

Important information

Liquid damage is something that is not covered by the manufacturer’s warranty. Even if you wanted to pay for us to repair your mobile, we won’t because we cannot guarantee how long the mobile will work for if it was damaged by a liquid. If you have insurance for your mobile, you should find out if you’re covered for liquid damage. If you don’t have insurance, then you may have to buy another mobile.

If you’d like another second opinion we would advise you to contact that manufacturer directly on 0845 045 5555. Taking all this into account we will not be able to action your request of repairing the handset free of charge.

I apologise I can not offer a more favourable response. If you need any more help please call our Customer Support team on 0870 087 0168, between 8 am and 8pm Monday – Friday, 9am – 8pm Saturday and 10am – 5pm Sunday.

Regards

Kelly Cole

The customer was told that the sweat from her husband’s ear could have been the cause of the fault to her phone, and they will not be repairing it for her.

So, be warned that if you buy a phone, answering it and holding it up to your ear could invalidate the warranty with Carphone Warehouse. This is almost as good as when Carphone Warehouse told me that their returns policy didn’t apply to phones.

Classic stuff.

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

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18 thoughts on “Carphone Warehouse Manager tells woman ‘sweaty ears caused fault in phone’”

  1. There’s probably more to this story than you’re being told. It’s not difficult to imagine the woman dropping her mobile down the toilet, or into the sink, or a puddle, then figuring she’d try to have Carphone Warhouse repair it under their warranty. Of course, since she knows the warranty doesn’t cover liquid damage, she has to make something up – “It just stopped working” – and hope they fall for it. They don’t fall for it, but since their customer denies that the thing ever came into contact with water, only the most bizarre scenarios are left for them to suggest.

    P.S. To head off Mr Daz’ usual accusation before he makes it, I’ve never worked or shopped at Carphone Warehouse. I’m simply an incurable cynic.

  2. Well I have always had great service when I go to my local store of the Carphone Warehouse. It seems you can’t please everyone all of the time! You will always hear about the negatives but never the positives. Yes things may go wrong but a company the size of Carphone, that probably maks up a miniscule percent.
    No doubt it’s the same with every large organisation.
    You have to remember there are unreasonable, arrogant and rude customers you can never please.

    Some are liars, cheats, crooks, fraudsters and everything else and the salesmen have to put up with them all day.I work in a supermarket and I know!

    Nobody is perfect and to expect that is just naive! Grow up, get a life and buy a new phone,for gods sake they’re cheap enough. Put things into perspective there are far more important things to worry about in life than someone saying you had sweaty ears!! GOD!

  3. WITH RESPONSE TO THE ABOVE , (TENPAST )COMMENTS:
    IT IS ACTUALLY MY HUSBANDS PHONE, HE HAS HAD OVER 20 YEARS EXPIERENCE WORKING WITH
    SENSITIVE ELECTRONICS AND COMMUNICATION SYSTEMS IN THE BRITISH FORCES. HE HAS TAKEN HANDSETS ALL OVER THE WORLD, INCLUDING MANY HOSTILE WAR ZONES. HE TAKES EXTREME CARE OF ALL HIS EQUIPMENT AS AT TIMES IT IS NEEDED IN LIFE OR DEATH SITUATIONS.
    HE HAS BEEN A LOYAL CUSTOMER OF ORANGE FOR OVER 10 YEARS, NEVER HAD A PROBLEM, WHOOPS “HE HAD TO GET A BATTERY REPLACED IN A HANDSET ONCE”
    WE HAVE NEVER HAD TO PERSUE ANYTHING LIKE THIS BEFORE, BUT FEEL WE HAD TO THIS TIME AS A MATTER OF PRINCIBLE.

    WE ADMIT THE EMAIL ABOVE DOESN,T QUOTE EAR SWEAT, BUT DO YOU HONESTLY THINK IT WOULD?
    WE HAVE ALOT OF LETTERS, PHONE CALLS, EMAILS ETC ; THAT HAVE GONE BACK AND FORTH,
    WE CANNOT POST THESE AS WE HAVE BEEN THREATENED WITH LEGAL ACTION BECAUSE ALTHOUGH THEY WERE ADDRESSED TO US, THEY ARE STILL CPW PROPERTY THE COMPANY STATES !
    THAT IS WHY WE ARE GOING TO COURT, IT IS OUR RIGHT AS A CONSUMER AT THE END OF THE DAY ISN,T IT !

  4. F A O ALEX PHILLIPS : (

    YOU STATE YOU WORK IN A SUPERMARKET, YOU HAVE THE MEANS TO WALK TO A PHONE SHOP ANY DAY OF ANY WEEK AND REPLACE A PHONE !
    WOULD YOU BE ABLE TO DO THAT WHILE PROTECTING YOUR COUNTRY ON THE FRONT LINE IN AFGHANISTAN………..
    I THINK NOT !

    AND WHAT GIVES YOU THE RIGHT TO JUDGE OTHER PEOPLE !
    IF YOU TOOK THE TIME TO SEARCH THE WEB YOU WOULD FIND A WHOLE HOST OF UNSATISFIED CUSTOMERS THAT HAVE BEEN DUPED BY CARPHONE WAREHOUSE.
    I HAVEN,T OR WILL NOT JUDGE YOU, BUT I WONDER IF THE BIG SUPERMARKET CHAIN YOU ARE EMPLOYED BY , KNOWS ABOUT YOUR ATTITUDE TO CUSTOMERS ? ?
    YOU ARE NOT A GOOD ADVERT FOR THEM ARE YOU NOW?
    ARE YOU BY CHANCE TRYING TO LEAVE YOUR MUNDANE JOB AND GET A JOB AT CPW!!!!!!!!!!!

  5. Barkly, if you don’t want to be judged, don’t throw your silly little story up onto the internet for everyone to see.

  6. ONCE AGAIN TENPAST ! YOU ARE JUDGING SOMETHING YOU KNOW NOTHING ABOUT !!!!!!!
    YOU ONLY HAVE TO LOOK AT THE OTHER PEOPLE THAT ARE POSTING ABOUT CPW ON THIS SITE AND ELSEWHERE……………………..
    ARE WE ALL MAKING UP STORIES ? I THINK NOT !

    WHY ARE YOU SO DEFENSIVE ABOUT CARPHONE WAREHOUSE ?
    DO WE ALL NEED A A LEVEL OR DEGREE TO WORK IT OUT !
    I THINK NOT……………………..
    I

  7. I suppose I was stupid to expect a sensible, reasoned argument from somebody so obviously inarticulate.

  8. I’d like to point out I used to work for CPW and they love nothing more than when a customer comes back with a broken phone. We were always told don’t just try and help them fix the phone try and see if you can get an extra sale. They say that the charger isn’t covered under warranty, it is if you send it with the phone I know this means sending the phone for repair but will save you nearly £15-£20 90% you will be offered talk talk don’t take it it’s useless and then they will look like they are doing you a favor by checking to see if you are due for an upgrade. I was sick and tired of trying to sell something I didn’t believe in especially when a customer comes in with veins popping out of their forhead because their handsets don’t work.

  9. I wonder how Barkly and her oh-so-heroic husband got on in court. Type something, Barkly! The world wants to know how your daft story ends!

  10. Response to “BARKLY (9 comments) // Feb 10, 2010 at 11:28 pm
    ONCE AGAIN TENPAST ! YOU ARE JUDGING SOMETHING YOU KNOW NOTHING ABOUT !!!!!!!
    YOU ONLY HAVE TO LOOK AT THE OTHER PEOPLE THAT ARE POSTING ABOUT CPW ON THIS SITE AND ELSEWHERE……………………..
    ARE WE ALL MAKING UP STORIES ? I THINK NOT !

    WHY ARE YOU SO DEFENSIVE ABOUT CARPHONE WAREHOUSE ?
    DO WE ALL NEED A A LEVEL OR DEGREE TO WORK IT OUT !
    I THINK NOT……………………..”

    If your phone is really water damaged, instead of going to court, why not go get a second oppinion?.
    In my experience and knowledge of mobile phone companys, CPW staff do not get paid commission and ARE NOT TRAINED to lie.
    Actually, I think mobile phone repair engineers are paid commission for every phone they fix, You state that they dont want to pay for your repair ?.
    Why would a MASSIVE SCALE company not care enough to LIE about your phone?, if the company lied about water damaged phones they would actually lose money, insurance claims, customers being unhappy and buying somewhere else….. Yep the list go’s on.
    Even leaving a phone in a car overnight can cause water liquid damage… why blaim the company for this ?

  11. I my 4 month old phone suddenly stopped working so i took it to the carphone warehouse all said that it was because of water damage , now i know for a fact that i didn’t drop it in water or even use it in the rain, yet they insist that it is water damage.

    Now some of you are saying go and replace it but why should i pay another £400 to replace it when it is a manufacture fault.

  12. had a HI-FI unit delivered at the beginning of the month turned out to have a faulty display, was delivered by HDNL and the seller has supposedly arranged for it to be collected on 15/11/10 but the HDNL van flew passed at 14:00 at nearly double the 30MPH speed limit with 2 speed humps just yards up the road, not good for any goods in the back of the van especially delicate stuff.
    The HDNL van flew passed twice on the 16th @ 13:50 & 15:40 I email the seller and am awaiting a response so up again at 07:00 to see what time the van flies passed
    If the driver who delivered had been driving over speed humps like they don’t exist then that may explain the faulty display, maybe HDNL give their drivers too big an area to cover in their parcel allocation for them to drive without causing internal damage to electrical goods

  13. My phone has come back fully functional and repaired, but someone has scratched the screen and obvious force marks on the bottom of the casing around the edges… really not happy

  14. I bought a phone from cpw with the salesman saying you can down load music. i walked out knowing i can download music onto the phone.but you couldnt had no bluetooth or internet. walked in the next day to the same man and he said i didnt say you could download music. why would he be lieing. made me really angry. i was not satisfied with the phone i bought. i went it to purchase a phone i could put music on and walked out thinking this however i was made to buy something which did not do what i wanted it to do.

  15. omg i would just like to say to say cpw employees do get a bonus for sales they get gifts instead of money but its still a bonus!! i also work at a supermarket i enjoy working with the public and only meet a few unhappy people in my job as i dont treat them like a bunch of complete idiots.

  16. I have also had a phone sent for repair and had it returned as BER due to liquid damge.
    I read a report that stated it could be due to rain or humidity ,heat.
    So do not take you phone out in the rain or when it is hot or humity.
    Stupid or what
    I have shopped at Car Phone warehouse before but I will not be returning

  17. Most modern phones have moisture sensors in them that are permanently changed if the phone is exposed to water. Just take the phone to an independent phone repair shop and they could verify if it has indeed been water damaged or not by examining these sensors.
    The sensors are a bit like litmus paper and change state when wet.
    Cpw are a dreadful company, but in this case I think the phone probably was exposed to rain or dropped in the toilet or whatever.
    Either way, its easy to prove.

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