Carphone introduces coverage guarantee

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Carphone Warehouse to take customers’ word with new 14-day network coverage guarantee

Carphone Warehouse has introduced a 14-day coverage guarantee allowing store managers to sanction refunds or exchanges based on inadequate network coverage complaints without consulting computerised coverage maps.

Carphone Warehouse customers will be able to return new products within 14 days of purchase if they experience poor network coverage in their area. Store managers can then provide refunds or exchanges based solely on the complaint without having to refer to predetermined coverage maps.

Carphone Warehouse said it has launched the service to offer customers a better service and said: “The only validation we need within those 14 days is a customer saying they have no coverage.”

In the event of returns, Carphone Warehouse will look to find customers an alternative network offering better coverage or provide a full refund.

Carphone Warehouse said this is the first policy of its kind and has been developed in response to consumer demand for simple and consistent network return policies.

The retailer said the Communications Consumer Panel 2010 Communications Market Report claims that just 44 per cent of customers were given correct information around coverage-related returns policies.

Carphone Warehouse managing director Matt Stringer said: “Some customers have reported that they can be put off switching network operator because they are worried about bad reception in their home or office.

“We’re…giving consumers the confidence to choose the network deal best for them, secure in the knowledge they can change if necessary.”

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