Samy G.

If you're shopping at Argos please read:
Bought Iphone 11 for £924 for my wife back in Oct 2020 (if you're not aware customers are protected under the Consumer Law for 2 years and I am entitled for exchange). The phone is now faulty not recognising SIM card. I have been to Apple store Genius Bar Work Authorisation and they did their diagnosis and attempt to repair it however issue persisted.

I have contacted Argos via phone and their dealings with this is SHOCKING!

I have sent numerous emails to Argos and no response!

• Phone is faulty, issue is no cellular data however when you take the SIM card out and use it on another phone it works. Problem observed Saturday 09/04
• We have factory reset all the settings and restore from iCloud to no avail problem persisted
• On 10/04 Issue reported to 3 Network store at High Street Kensington and they advised it's a phone problem because the SIM card works on another phone
• On 11/04 been to Apple Genius Bar and problem persists despite their troubleshooting/diagnosis and attempt to repair
• On 12/04 around 3:10pm spoke with Imtinan from Customer Service, explained the situation and Imtinan advised that I go to Argos store and they will assist with my problem and that I will be offered exchange or pro-rata refund, however that was not the case and my time was wasted!
• On 12/04 around 7pm been to Argos store at HA4 0AJ as advised by Imtinan, store staff was clueless what to do about the problem and they said phone is out of warranty and referred me to go to Apple! I then spoke with the store manager Jordan who looked up how to deal with this! He then advised me that it will take 3-4 weeks for the phone to be looked at by a third party. However I refused as my wife needs a phone and the timescale is unacceptable for an essential service.
• I then left the store and contacted Customer Service again at 19:38 and spoke to Emily who was apologetic about my experience, however she stated couple shocking things:
O If I go to another store I could be treated differently and that the store could replace my phone! So am I expected to try my luck and keep trying different stores! Where is Argos regulations, processes, standards, audits?
O I requested to file a complaint which Emily did and when I asked for the reference she said it's the order number, I asked when someone will look into my case and contact me she said no one and that was a shock to hear! I requested this to be escalated and to speak to a manager, she then put me through to Rebecca
O Rebecca filed complaint Ref ******* and to speed things up I can take the phone to repair shop as advised in her email
O On 13/04 I have been to a repair centre and they advised that they need to open the phone for them to do hardware inspection/diagnosis checks, however opening the phone will void the warranty and I am not comfort to proceed on this basis.

I have replied and chased Rebecca and Argos customer service via emails and no response at all, it's like we don't exist to them! They're very well when it comes to customers spend money but then when we're having product issue they play deaf!

Bottom line Argos customer service lacks professionalism, knowledge of their own policies and standards

I am escalating my complaint to the Retail Ombudsman on CDRL.Org.Uk