THIS IS NOT A COMPLAINT ABOUT THE SHOP ASSITANTS, IT IS ABOUT THE CARPHONE WAREHOUSE COMPANY HEAD OFFICE MANAGEMENT. BEWARE!!!THERE IS NO AFTER SERVICE IF ANY KIND FOR FAULTY 'TOP OF THE RANGE' MOBILES. Wednesday 5th October - We visited Sutton Carphone Warehouse store to buy two new iPhone 7s plus broadband and Sky TV. The shop was closed for no apparent reason at about 10.30am. Thursday 6th October - We bought the phones from Tamworth Ankerside store approx 11.30am until 1pm. Friday 7th October - went into Tamworth store to get PAC code as we weren't told the number would change, otherwise we would have done that the day before! This took about 1 and a half hours Thursday 13th October - We went into Sutton store because the mic/voice didn't work so when anyone phoned me I could hear them but they couldn't hear me. The staff member said their machine was broken so he couldn't help. He told us to go back to the Tamworth store. This was all affecting my income as my job is based around my phone. We were told that the Princess Alice store was open until 8pm after our work but then advised it had to close due to staff problems. Sadly my mom passed away during this time and, desperate to get a phone that worked, we went to Tamworth store as advised on Wednesday 19th October. The staff member there said he'd changed a few settings on the phone handset so to try it again and if it didn't work go back to the Sutton shop. People were phoning me and, though I was answering, they couldn't hear me so were putting the phone down. The stress level was colossal for me with needing to speak to family regarding my Mom's funeral and at the same time losing my work. The following day, Thursday 20th October, we went into the Sutton shop. The staff member said that his machine was still broken so he couldn't help. By now it was DAY 14 of my contract so myself and my partner insisted we had to have a phone that worked before cancellation allowance of my contract expired. I said that all I wanted was a phone that worked and pleaded for him to help (it was my Mom's funeral the following day and I couldn't risk not having a working phone or cancelling my contract which would give me no phone. He said that his manager had thrown the forms in the bin that would allow him to replace a faulty phone. We insisted we must have a replacement so he phoned Tamworth store who told him that they would email a form there and then straight to him so we could get a replacement. He said that he was scared he would get into trouble with his manager. Another staff member at Sutton then came running out and insisted not to replace the phone as they were scared of their manager's response. After 2 hours of this my partner and I were both late for work again and despite our desperation, being the last day of cancellation and my mom's funeral the next day, we very reluctantly had to rush off without a phone. He said to go back to the Tamworth store and they would give us a replacement the next day. We went to Tamworth on Saturday 22nd October to supposedly collect the replacement phone. We were in there for nearly 3 hours as the staff member tried to obtain an 'authorisation code' to give us a phone that worked. Despite hours of him trying he eventually said he couldn't help as there was no back up from Carphone's head office. I heard him saying "wow" repeatedly upon hearing they weren't prepared to help. At this I phoned customer services from the shop phone myself. I was greeted by a foreign voice who was totally disinterested so I asked her to put her manager on. Someone else came on but I think it was the same person pretending to be management. She said that because the 14 days were over there's nothing she could do and I would have to use the phone for the two year contract, despite the fact that she knew nobody could hear me when I spoke on the handset. On hearing this the staff member gathered together his staff, phoned each other on my phone and all confirmed the voice piece didn't work. They then, against management instruction, all signed a piece of paper to witness that they collectively wanted to help me, the customer, and gave me a replacement. I have to say that I have never witnessed such disregard for a customer for as long as I've lived. The whole experience cost me in loss of work, huge stress levels, my partners loss of work, in excess of 20 hours of time and travel expenses. I have now been deducted the first two month's bill. I felt I had to write this to raise awareness of such hurtful disregard for customers in the Carphone Warehouse hierarchy. Can you help? Stuart and Catherine