Carphone Warehouse POOR SERVICE - Ex-customer Pursuing a Legal Suit Last week I entered the Carphone Warehouse store in Westfield White City. I slipped on what appeared to be chocolate ice-cream on their showroom floor. I fell badly to the ground and as a result suffered a fracture. NOT ONE member of staff completed an incident form. The manager mopped up the mess and did not even acknowledge me. When I complained. he was extremely rude to me exclaiming "I am mopping it up aren't I". It took a kind customer to hand me my mobile phone (which got damaged in the fall. At that point I was not aware of the damage as I was in complete shock) then, the customer asked me if I was ok, and handed me back my mobile phone which had gonet flying across the shop floor. I then sat at the technical desk waiting for assistance and no one came. I approached a member of staff who was texting on a mobile phone, she did not even look up at me at first, until I spoke. I asked if anyone could assist me at the tech desk. She said it was closed. I asked why and she said the tech person was on leave and back the next day. I asked where the nearest branch to White City was, she responded Tottenham Court Road. I asked if there was not one nearer? perhaps Ealing? She said yes. I asked if she would enquire at the store to see if tech support was available, she said as far as she knew there was. I asked again if she would check in case that was closed too, to save me a wasted journey. I waited whilst she text the store as she said there was no reception in the store but after a few mins she made a short abrupt enquiry over the phone and confirmed tech support was available in Ealing. I got to the Ealing Branch, there were 2 people on the desk, one tech person was tech serving a customer, so I approached the other person, who was free and asked for assistance to which he responded: "I am going on my break, you will have to ask a sales assistant to help you at the desk over there". I asked if they could provide tech assistance, he said "no, you will have to wait until I return from my break after 45 minutes". I approached the sales assistant explaining I was told to ask for assistance here as tech support said they were going on their break and not returning for 45mins. The sales assistant asked the manager for assistance, who exclaimed: "I don't know anything about Sony phones". The assistant approached the same tech person, still seated at the tech desk. The sales assistant returned to me and said: "he will take a look at your phone, please wait here". I got up and approached the tech person as I needed to explain my query. The tech person was looking at my phone, returned it and said your phone is out of warranty, I asked what he meant as I only purchased the phone 'in cash for £250' on Monday that same week (It was only Weds). He pointed out a dent and claimed there were also scratches, he said: "you have dropped your phone and damaged it". I explained how this happened from my fall at their White City Branch, he said I should claim it on insurance. I refused as it was not my fault and felt I should not have to pay a £40 surplus fee for another phone. He said, "take it up with the manager at that branch, it will be at their discretion and they should have done an incident report". I was not feeling up to returning to this branch as I had such a bad experience there and was feeling pretty exhausted and shaken plus in a lot of pain. I left the store totally deflated, called the Carphone Warehouse customer service central office to report the whole incident and the poor service from both branches. Just when I was about to be given a reference number I was put through to an automated voice service asking 'how my experience was with Carphone Warehouse today'. I hung up and expected a call from the central office in the hope they would call back and apologise for their silly mistake but no call back came. I was in pain, tearful, exhausted and very upset by the whole course of events. I felt more pain coming on and decided to head to the hospital emergency room. I was becoming frustrated at how I had been treated and now in a lot of pain, I decided to seek legal assistance and called a lawyer who confirmed I have a claim and I I am pursuing a case with their help presently. I spent from 6.30pm - 12.30am at the hospital and an X-ray showed I have a fracture. I am a carer for my housebound disabled mother who I was cooking for daily and seeing to her care needs and I am a carer for my daughter who is vulnerable. I support both of them and I am pursuing my ambition to start my own business and now I have this huge set back among many other things I am unable to do whilst suffering in severe pain. It is having a huge impact on all of us and my pursuit to start a business. This has been a complete nightmare, to say the least, and to add insult to literal injury I returned to Carphone Warehouse White City the next day to ask the manager for an incident report. He was unapologetic, unsympathetic and only sought to play detective by replaying an edited version of my fall (the customer who helped me was not in the replay), and this manager proceeded to point out how I fell as though I had been lying?? I was upset and disgusted at his defensive attitude and I told him I was there for the incident report nothing more nothing less! He kept me waiting TWO hours whilst he tried to find an electronic form on a laptop which did not exist as he rang TWICE to another manager as to where he could locate the incident form?? After the long wait, the manager then tells me I cannot have a copy. I asked why. He said it was an internal system and could not provide a copy. I asked if he could simply cut and paste the email (no incident form was completed, only an email sent internally), and forward the copy to me. I checked my email later to find his version of the event. Meanwhile, a call I was told to expect that same day from Carphone Warehouse CEO Office never came. I got an email later saying the number they were given by their central customer service was coming up as unavailable. The number was bogus! It was not even a mobile number I recognised nor gave to their central office?? More buffoonery! Annoyed with the comedy of events, I emailed back to say I now had no desire to discuss this issue again with their organisation and it was now in the hands of my solicitor who will be investigating the whole sorry saga. Today I received this response from the CEO's office at 18.17: Dear Ms Fraser, Thank you for your recent email. Just to advise we are still investigating your complaint. As part of the investigation it is key that we speak with all employees. As soon as I have an update I will contact you on xxxxxxxxx. Kind regards, Charlie Rostron CEO Team Carphone Warehouse See you in court!!!!!!