quick update - they backed down - agreed to raise me a credit of £119.00 against my account for me to exchange the faulty item in store Cheers for all your help people..

Thanks, paid via debit card. I am shocked how genuinely unhelpful they are being and this person who keeps replying back to me clearly seems to be making it her mission to be as obstructive as possible. And she works in the CEO's office. Would like to get Charles Dunstone involved so he can see the level of "defense" his so called escalation channels are offering however he probably doesn't answer his own email's.

Hi Guys. CPW are being shockingly bad - please see the attached reply from the CEO office. Getting so cross with them now. ------------------------------------------------------------- Dear xxxxxxxxxxxxxxxxxxx Thank you very much for confirming the address we have for you on our system here. I am very sorry that your Nexus 7 is not working as it should be, and that you are unable to use it. I can confirm that we no longer have an agreed repair process with the Nexus 7 manufacturer, Asus, and therefore are no longer able to get these repaired for you on your behalf. In order to get this repaired you will need to send this to Asus, so that they can locate any fault present and repair it for you. Under the Sale of Goods Act, if a customer returns their product after the initial 6 month period, it is up to the customer to prove that the goods were faulty, not of satisfactory quality, not fit for purpose or not as described at the time of the sale. If the customer can prove this, then the retailer would then offer a repair or replacement within a reasonable time, and if this is not possible, a refund. As your Nexus 7 is outside of the initial 6 month period, I would recommend you liasing with the manufacturer to determine whether the fault was an inherent one. Your Nexus 7 comes with a 12 month warranty, and therefore any warranty faults with it will be repaired free of charge under the warranty. The contact number for Asus is 0870 120 8340, and they are open from 9am - 5pm Monday to Friday. I hope that this information helps, and if you have any other questions please email me at the CEO Escalations email address. Kind regards

quick update - spoke to CPW, adamant that the responsibility lies with the manufacturer so have escalated to trading standards and will submit a "letter before action" fingers crossed

thanks for the message - that is a copy and paste job ... shocking isn't it ?

Thanks all - just to confirm , here is the last message from the CEO office at CPW - what do you think? "Dear Mr Saunders Thank you for your email. As the item was purchased by your wife, it is under her name and address, and therefore I would need to speak to her directly in order to discuss the account specifically. I can continue to give you generic advice, that has nothing to do with your wife's account, so that I can help you to get your tablet repaired. I can confirm that we no longer have a relationship agreed with certain manufacturers, which means we cannot repair certain tablets or handsets. We did have an escalation path agreed with certain manufacturers, so that we could send an item off for repair, so the customer didn't need to contact the manufacturer themselves. However this agreement is no longer valid, and therefore we legally cannot send off items for repair on behalf of a customer. All the items that we sell come with their own individual manufacturer's warranty, and if a problem arises this is fixed as long as it falls within the warranty. You have advised me that you have a Nexus 7 that needs repairing, and that it is still within its 12 month warranty period. Therefore, based on the information you have given me, I would advise that Asus would repair your item, as long as it was covered by their warranty. The contact number for Asus is 0870 120 8340, and they are open from 9am - 5pm Monday to Friday. I hope that this information helps, and if you would like me to discuss your particular order with your wife, please email me at the CEO Escalations email address Kind regards"

feel the same - just send a template SOGA letter asking for a refund to the CEO escalations team - lets see what crap they reply back with.

whats the best way to procedure ? template letter giving them 10 days to reply etc ?

Hey, Can someone offer me some advise here, back in November we purchased 2 of the Google Nexus 7 tablet computers for the kids christmas presents. One of them has not gone faulty with a common issue where they stop charging and become unusable. We have contacted CPW to see what they can do under the warranty and they are basically saying that as they no long have a service agreement with Asus they can unable to offer me any support in regards to replacement or repair - I have to go directly to the manufacturer. The manufacturer are saying other wise and again CPW are having none of it - I have escalated this to the CEO's office at CPW however they are still sticking to the story of not being able to offer any help and my need to speak tot he manufacturer again. Is this right or am I being royally fobbed off. The tablet is 7 month old, undamaged and fully boxed. What can I do? Many Thanks