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Shop: The Carphone Warehouse now has shops in every major town and city in the UK totalling well over one thousand, which ultimately provides the backbone of their sales. Although each shop is very similar in set up, design and layout please remember that I visited just the one, the Derby ... Read review
Advantages: Excellent customer service throughout the whole organisation Disadvantages: Organisations like this are few and far between
...written customer services opinions in the past, I’d like to point out that this is solely under the customer service category and therefore will not (as it shouldn’t) include detailed product information***
Ever since Charles Dunstone set up the Carphone Warehouse in the late eighties he has placed a major emphasis on customer services. As the mobile phone industry has grown Carphone Warehouse have too. Whilst, in general, businesses ... ...few and far between, with the industry aimed solely at those at the top end of the earning spectrum, now you can buy them from your local supermarket for under £40.
So after several encounters with the Carphone Warehouse in the last two months I decided to evaluate their customer service performance.
Shop: The Carphone Warehouse now has shops in every major town and city in the UK totalling well over one thousand, which ... more
***Having written customer services opinions in the past, I’d like to point out that this is solely under the customer service category and therefore will not (as it shouldn’t) include detailed product information***
Ever since Charles Dunstone set up the Carphone Warehouse in the late eighties he has placed a major emphasis on customer services. As the mobile phone industry has grown Carphone Warehouse have too. Whilst, in general, businesses in Britain seem to be providing worse customer service than ever, it seems to me that in a market as competitive and overly populated as that of mobile phone industry it is actually more important than ever. Ten years go mobile phone retailers were few and far between, with the industry aimed solely at those at the top end of the earning spectrum, now you can buy them from your local supermarket for under £40.
So after several encounters with the Carphone Warehouse in the last two months I decided to evaluate their customer service performance.
Shop: The Carphone Warehouse now has shops in every major town and city in the UK totalling well over one thousand, which ultimately provides the backbone of their sales. Although each shop is very similar in set up, design and layout please remember that I visited just the one, the Derby town centre branch.
The shop was well laid out but as overwhelming as any mobile phone shop - rows of mobile phones, each with different qualities was enough to make anyone turn round and walk straight back out. Thankfully this is where the staff comes into the operation. Not simply employed to take your money, the members of staff in the shop were a wealth of knowledge and not once did I feel like I was being pushed towards a particular deal or company, as had been the case in other companies.
Not only that but they also knew what questions to ask to narrow the search down. Simple in theory but when you are faced with hundreds of different types of phone it helps to know what benefits various ones have as opposed to others. Both of the staff that I dealt with on my two visits showed considerable knowledge and guided me in the direction to the sort of phone that I had in mind. They spent considerable time with me, going through the positives and negatives of each one in an attempt to determine the best offer for me.
The only negative here is that although the shop was well staffed it was inevitable that on one occasion during the lunch hour, it took a while to get served. However my presence was acknowledged and as soon as a member of staff was ready I was dealt with.
Ironically the first phone that I bought was later seen online with another company for slightly cheaper, so not having put the phone into use I went back to the store to ask for a refund. Not only was I given this in full without fuss, but also no intimidating questions were asked as to why I wanted the refund.
Internet: My next experience of the Carphone Warehouse was just a week ago when searching for a present for my mother I found they offered the best deal on the phone that I had chosen as her Xmas present. With the Xmas rush well and truly upon us I decided to purchase the phone online.
The site reflected what I had found in the shop; the simple layout of headings and links made navigation easy and the purchasing procedure was both quick and simple. Once I’d input my card details I found that within seconds I had been sent an email confirming my order and further details of dispatch dates. Due to the price my order was due to be dispatched with one to three working days, and, given the time of the year, I was not expecting to receive it too quickly. So I was quite shocked when I received an email the following day saying that the order had been dispatched. I’d also like to point out that both these emails gave detailed descriptions of the order, an order number and contact details should I need to get in touch with them.
The following afternoon, less than forty-eight hours since placing the order, my phone arrived via an independent mail services. Not only was the order correct and in perfect condition, but they also included a Carphone Warehouse leaflet, order detail/receipt and a jiffy bag should I want to recycle my old mobile.
Mobile Recycling: The jiffy bag was included so that I could send my old mobile to an independent company who would pay to recycle it. The offer includes £5 for the handset and £2.50 each for the manual and the charger, although they do accept a combination of the three. Therefore I was presented with the chance to make money back on a near useless phone and they even provided free postage to eliminate all my costs.
Telephone: Both on the internet and with any material they send you, the Carphone Warehouse always prints a telephone number so that you can get in touch with them should the need arise. On receipts they include the number for your local store whilst everything else includes a national number. During the above experiences I rang both these numbers on several occasions, trying to confirm their refund procedure as well as enquiries about the aforementioned recycling service. Each and every time the staff member showed considerable knowledge and at no point had to leave the phone to seek further help or information. Each person was also polite and seemed genuinely interested in your problem and committed to helping resolve it in the best way they could. Each phone line has the usual commands and choices but one of the things that I did like was that when you had been waiting for a few minutes on the local line they transferred you direct to a national line and tried to solve the problem, which each time they did. This cut down the time spent on the phone a lot.
As you will know by now, my dealings with Carphone Warehouse have been excellent. I know it could be possible that I might have been lucky, perhaps the Derby store is a one off, or I kept getting excellent members of staff – but I doubt it. What I liked was the fact that the staff appeared committed. For me this is more important than knowledge, to know that the staff were not really willing you to leave them alone (or at least appear that way!) helps enormously in the purchasing experience and doesn’t add pressure to make a quick purchase. I also liked the way that the Internet service and retail outlets worked as a whole company, unlike many other large national companies that I have encountered. A classic example of this is that I was assured that if I purchased the phone over the net and wasn’t happy not only could I return it to them but could even take it to one of their shops – which would have taken out the expense and worry of returning the goods via the post.
Even after the sale was complete I have received a welcome email from the Carphone Warehouse. The more cynical amongst us will say this is a marketing ploy to keep us aware of the company, but even if this was the case it was still be a nice gesture.
Having heard the founder and now Chief Executive Charles Dunstone talk about his business and their operations on several news items I have no doubt that it is due to his belief that customer service is the key that has produced the wonderful and, quite honestly, refreshing experiences detailed here. He has introduced five fundamentals to the business (as noted below) and I honestly feel all are being achieved. Remember this is no longer a small chain business; it employs around nine thousand staff across varying outlets including call centres, retail and the Internet.
· If we don't look after the customer, someone else will. · Nothing is gained by winning an argument but losing a customer. · Always deliver what we promise. If in doubt, under promise and over deliver. · Always treat customers as we ourselves would like to be treated. · The reputation of the whole company is in the hands of each individual.
Remember this is no longer a small chain business; it employs around nine thousand staff across varying outlets including call centres, retail and the Internet. Having worked for large organisations in the past myself, I know other companies try to have similar policies but it’s hard to figure out why, and indeed how, it works at the Carphone Warehouse. Perhaps they offer excellent rates of pay and company benefits, perhaps their recruitment procedure is much more tougher or perhaps their training of staff is so in depth. Whatever it is I only wish that it was applied throughout all large companies and maybe we wouldn’t read so many ‘buyer beware’ horror stories but a few more positive experiences, like this one.
No doubt much to the delight of the much harassed staff, I can’t see myself needing another mobile phone for either myself or a relative in the near future - but should the need arise then the Carphone Warehouse will definitely be my first port of call!!
Advantages: Wide range of products and networks, Outstanding Customer Service Disadvantages: None that I am aware of
...to shout much louder about the Carphone warehouse.
I’ve done the independent local chains, the specialised network dealerships and the major electrical stores; it was now my chance to try out a National independent chain; "On a bank holiday Monday?" Shouts my other half – of course, everyone else is having street parties or at the seaside or local show – what better day?
I must confess I have approached the Carphone Warehouse each time I have sought ... ...queues, and not being the most patient of people I can never be bothered to wait and my goodness have I paid for that impatience? So now it was their turn.
THEIR NETWORKS
Carphone Warehouse are probably the most indicative company of a National Independent chain, they sell phones on the following networks:
o Vodaphone
o O2
o Fresh
o T-Mobile
o Orange
o Virgin Mobile
WHAT DO THEY SELL?
Mobile phones, lots and lots of them, I really was spoilt ...
sue.51 03.06.2002 (10.08.2002)
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Ciao members have rated this review on average: very helpful Review of The Carphone Warehouse
Advantages: See opinion Disadvantages: See opinion
...a mobile phone ever since the technology became generally available here in Ireland in the late 1980’s.
I can’t even remember the manufacturer of my first phone, ( think it was Motorola?) but it was “mobile” only in the sense that you didn’t have to physically plug it into a phone jack in order to make a call. It was basically just a handset, the size and shape of these old black phones from the 1950’s and 1960’s, ... ...the top of a battery that was about the same size as your average car battery is today.
You even dialled the number with an old circular dial ring, although it WAS possible to charge it from your cigarette lighter socket in the car.
My first true “mobile”, in the sense that you could carry it around without hiring a JCB, cost me over £1,200, and you had to nearly take out a second mortgage to pay the monthly bill, so high were the call ...
the_mad_cabbie 21.07.2001 (23.10.2001)
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Ciao members have rated this review on average: very helpful Review of The Carphone Warehouse
Last week I took the plunge and bought a new mobile. Because I wasn't actually bothered about keeping my number I cancelled the contract I was on and decided to start a new contract so that I could take advantage of the numerous special offers. After a good search on the Web I decided which phone I wanted and that the best deal was at Carphone Warehouse. I didn't want to order online (why wait for delivery when I could walk out of the shop with one?) ... ...some enquiries. ~~~ The Store ~~~ The store itself was a large outlet on the outskirts of town. This particular store has the benefit of free parking and a fitting centre if you wanted a car kit fitted. The store is very nicely done, with lovely wooden floors, a seating area and stock gracefully displayed on the walls and shelving. There are lots of leaflets and brochures laying around to help you decide upon your purchase and best of all there are ...
KathrynE 24.06.2001
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Ciao members have rated this review on average: very helpful Review of The Carphone Warehouse
Advantages: Form your own. Disadvantages: Lacking the human touch.
...outlet before but after visiting the same outlet three times in two weeks, and three different branches I thought I could probably give quite a good opinion of what they are all about. Now remember this is not just one branch, but three. I think you will get a much more all round picture. For simplicity I will refer to them as branches, A, B, C. For branch A’s visit I was with someone else, but the visit was for the same product and I was there throughout ... ...needs, and the same product was required. Now you may ask why we went to three different branches and the reason is, that it is where we were at the time, so it was for convenience, nothing more, and as it was a large telecommunications outlet group we thought it would be very standardized and the product knowledge and products available would be identical.
The product was a new mobile phone on a contract, with as many free calls in the daytime ...
milleniumzeus 13.11.2003
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Ciao members have rated this review on average: very helpful Review of The Carphone Warehouse
Advantages: Excellent service great choice Disadvantages: none
...in a small/medium town, (where the local council seem to manage to block every shop that wants to open nationwide shops that (recently its been Tesco and Mc Donald’s)): So what people in other areas may take for granted we have difficulty in. For example: mobile phones. Do we have a Carphone warehouse? No! Do we have a phones 4 u? No! So what do we have that sells mobile phones? Well, we have a Woolworth’s – only trouble is it holds ... ...on purpose.
Having convinced the wife I didn’t want her old box of a mobile phone, I browsed through open on Sky. And good old Carphone warehouse presented me with a wider range, than available anywhere in my hometown.
I wanted one, which could accept ring tones, yes I had succumbed to the desire of wanting answer my phone to Boney M’s “brown girl in the ring”.
With my fifteen year old yelling over my shoulder that her ...
dabmim 23.01.2002
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Ciao members have rated this review on average: very helpful Review of The Carphone Warehouse
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Hi guys, firstly thanks a lot for giving my first review really a large number of feedback, it has made me so excited to write another review very shortly after that one.
It is as well related to communication and one of the key issues and technologies in today's world, BROADBAND.
I have been using dial up connection for long time, but experience with broadband is really more amazing for an internet user.
I am using talktalk (carphonewarehouse) broadband and landline services and very honestly saying I am happy with my services in comparison with some of my friends and colleagues with different internet providers.
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