new phone faulty , need to return , postage .. not insures

  • 10 June 2020
  • 1 reply

Hi , I received my new contract phone on 1st of June , it doesn’t work , won’t switch on just shows the Apple icon on and off for 2 days and gets very very hot on charge.   I spent 2 days trying to contact carphone  warehouse ( the phone was sent from them ) To be told to contact ID … I have a returns request has been generated, they have told me to return the phone to address provided !!! At my cost !!! 🤬 .. they stated on the phone to just sent it recorded delivery for approx £7:50 and not to insure it which would cost me (£60) I have been on hold to the complaints team now for 47 mins trying to speak to someone to get confirmation that this is the correct way to return … as obviously I don’t want to be responsible if it gets damaged or lost ! Please help us this the correct way to return.  Would I be liable … 😩 not what I want from a brand new phone nothing but hassle !

1 reply

Userlevel 4
Badge +2

Hi @Deanna1988 

So sorry to hear of the trouble yo been through

Please click on How to return your pay monthly plan , its everything you need to know.

Alternatively, you can contact our Live Chat team who can look into your account and advise you.

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