Some Carphone Warehouse staff accused of misleading iPhone customers over insurance, BBC Watchdog claims
According to an undercover team for the BBC's Watchdog programme, some Carphone Warehouse staff have misled customers buying iPhones about insurance requirements.
Viewers complaining to the show said that they'd been told that if they lost their iPhone, they'd have to buy a new 18 month contract. Watchdog researchers claim that they were told the same in three out of the five stores the visited during their investigation.
The Carphone Warehouse told the BBC that there may have been "some element of confusion among an isolated number of sales consultants".
Their official statement regarding the matter is as follows:
Providing customers with expert and clear advice has always been core to The Carphone Warehouse's principles. Because of the unique nature of the iPhone and its replacement process there could, despite detailed training be some element of confusion among an isolated number of sales consultants. We do not believe however that the small number of complaints received by Watchdog is a fair reflection of the experience of thousands of iPhone customers who have received insurance advice in our stores.
The Carphone Warehouse is authorised by the FSA to sell insurance products and therefore we constantly review sales processes to ensure customers are treated fairly. We will of course be investigating any further cases we receive as a priority. In the meantime we have contacted all our sales consultants to reiterate the correct advice around iPhone replacement and insurance.
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