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									From Wikipedia, the free encyclopedia

The Carphone Warehouse

The Carphone Warehouse
The Carphone Warehouse Group PLC

Type Founded Headquarters Key people

Public 1989 London, England, UK Charles Dunstone, CEO G. Roux de Bezieux, COO Roger Taylor, CFO John Gildersleeve, Chairman Telecommunications Home and Mobile telephone equipment and services £4,474m (2008) £258.3m (2008) £182m (2008) 21,380 (2,144 stores) TalkTalk AOL UK cpwplc.com

Industry Products

Revenue Operating income Net income Employees Subsidiaries Website

The Carphone Warehouse Group PLC (LSE: CPW), known as The Carphone Warehouse, is Europe’s largest independent mobile phone retailer, with over 1,700 stores across Europe. They are based in the United Kingdom. Outside the UK and the Republic of Ireland, the retailer is named The Phone House.

The company was co-founded in 1989, when most portable phones were too bulky to carry and called car phones, by current CEO Charles Dunstone. Dunstone put £6,000 into the company from his savings, and then called his old school friend and Chartered Accountant David Ross,[1] who agreed to become Finance Director. Based originally in Dunstone’s rented flat on the Marylebone Road, London, four years later the company

had grown to 20 stores. Now also trading as The Phone House,[2] Carphone Warehouse is Europe’s largest independent mobile phone retailer. While Dunstone became the public face of the Carphone Warehouse, Ross (described by Dunstone as his "secret weapon"),[3] developed and drove the high street retail footprint of the company by buying Tandy in the UK. Dunstone approached old customer Guy Johnson of NEC UK - later described by one City analyst as "the Ringo Starr of Carphone Warehouse" for being in the right place at the right time[4] - to become the third partner, later taking up the role of Logistics and Distribution director.[5] Ross led the footprint development of the company, under The Phone House brand, across Europe and the United States.[6] When Ross led the IPO of Carphone Warehouse in 2000, it had been so successful that the partners had not needed to borrow or involve outsiders: Dunstone owned half, Ross a third, and Johnson most of the rest.[7] Only Johnson of the three partners had a family, and having according to media reports becoming less enamoured by the Rossled European expansion of the organisation,[6] sold the majority of his stake in 2001 and retired with his young family to his holiday home in Portugal.[5] While Ross had been joint-Chief Operating Officer with Dunstone from 1990 and 2003, where as Dunstone stayed with the business that he still runs today, Ross started to give up his executive position from 2003.[7] Ross became deputy chairman in July 2005,[8] and by 2008 was a non-executive director. Ross resigned from the board in December 2008 over an issue with shares.[9]

Year 1989 1994 Month Event The Carphone Warehouse launched Carphone Warehouse Insurance launched


From Wikipedia, the free encyclopedia

The Carphone Warehouse


First Phone House stores open outside of the UK, in Paris and Dublin January July Acquisition of Tandy (UK only) for £9m[10] IPO on main market of London Stock Exchange at a price of GBP£2.00 per share Acquisition of Cellcom for £9.1m[11] Acquired Opal Telecom TalkTalk brand launched January March November Acquisition of e2save for £4.7m[12] Acquisition of Xtra in Spain for £11.6m[12] TalkTalk Broadband launched Acquisition of OneStopPhoneShop for £15m[13] Acquisition of Tele2 for £11.5m[13] Acquisition of One.Tel for £169.6m[13]



Suspension of the Big Brother sponsorship deal. Roll out of Geek Squad nationwide. Three-year £7million X Factor sponsorship deal signed.[17] Carphone Warehouse offers free laptop with AOL Broadband (counter-offer of PC World’s free laptop with Orange Broadband deal). The Carphone Warehouse joins the FTSE100

May June

1999 2000


2001 2002 2003 2004



TalkTalk is the home telecommunications branch of The Carphone Warehouse. Carphone Warehouse also own Opal Telecom, a business to business telecoms provider with a popular switch. It may be construed as a conflict of interest that some of the competitors of TalkTalk such as Toucan (part of IDT Direct Limited), use this switch.






"Free" TalkTalk broadband offer launched[14] Acquisition of the access business of AOL UK for £370m[15] Vodafone switches its contract business to Phones4U[16]

Mobile phone e-tailers
Mobile phone e-tailers e2save, The Phone Spot, Mobiles.co.uk and OneStopPhoneShop are separately managed divisions within Carphone Warehouse. Vanilla mobile fulfillment service is the distribution side of Carphone Warehouse, and is based within e2save.com


Geek Squad
In October 2006 it was announced that Geek Squad would be launching in the UK in a 50/ 50 joint venture between Carphone Warehouse and Best Buy.[18] Geek Squad currently offers 24 hour overthe-phone technology support and in-home technical support in the North-West of England and Greater London with surrounding area.


Launch of a MVNO in Spain under the brand "Happy Móvil"


From Wikipedia, the free encyclopedia
In 2008 the Carphone Warehouse is increasing its joint venture with Best Buy by launching Best Buy Mobile as a "store inside a store" inside of Best Buy’s or as a separate store located by Best Buy stores throughout the United States. The labor will be split between the two companies. In the same business venture Carphone Warehouse was split into four parts (half retail and half broadband) and one quarter sold to Best Buy for a sum nearing 1.1 billion.[19]

The Carphone Warehouse
Warehouse will also be the sponsor of its various spin-offs, including The Xtra Factor.[20]

Big Brother (UK)
The company were the sponsors for the UK’s version of Big Brother since series 5 in 2004, until 2007. In 2006 they also sponsored Celebrity Big Brother and related Celebrity Big Brother shows on Channel 4. On 17 January 2007, in response to alleged racism in Celebrity Big Brother, Charles Dunstone said: "We are talking to Channel 4. The sponsorship is constantly under review. Clearly we are against racism. Most people understand that the person who has their name associated with the programme does not necessarily condone the content. [21][22] On 18 January 2007, Carphone Warehouse announced that it had suspended its sponsorship of the show as Channel 4 had not taken sufficient action in response to the alleged racism in the show.[23] On 8 March 2007, the company permanently dropped its sponsorship of the show.[24]

The Carphone Warehouse has the largest Mobile Phone repair service in the UK, and repair centres in all of the countries it is actively trading in.

Marketing campaigns

Mowbli Logo In the 1990s Carphone Warehouse became well-known for using the Stereo MCs’ "Connected" in its advertisements. Mowbli, the little mobile phone, is Carphone Warehouse’s mascot. He appears mainly in radio advertisements with his friend Ed (voiced by the Irish comedian Ed Byrne), and also on television advertisements. Mowbli was dropped in 2008 and replaced by hand drawn characters and a hand drawn logo to "Bring back its image of Simple Impartial Advice". Mowbli has since been dropped by Carphone Warehouse, and the retailer has returned to the old strapline ’Simple, Impartial Advice’. This reflects the businesses foray into wireless products including laptops, netbooks and games consoles. The retailer has opened up its product offerings from just mobile phones; the decision to ditch Mowbli could be a indication that the retailer is poised to offer an even larger range of consumer electronics.


AOL Broadband logo (previously AOL UK) The Carphone Warehouse announced it would purchase the UK business of AOL on 10 October 2006 for £370m.[15][25][26] This makes Carphone Warehouse the 3rd largest broadband provider, with over 2 million customers, and the largest LLU Operator with more than 150,000 LLU customers.[27][28] The acquisition process completed on 9 December 2006. It has also been stated in their press release[15] that AOL UK Audience business will remain a separate organization and brand with a revenue sharing agreement. It is not yet clear if the AOL UK Access business (the broadband part) will be fully integrated into Carphone Warehouse. AOL UK customers will not be automatically transferred to Talk Talk.[29]

The X Factor (UK)
As of 19 June 2007, the Carphone Warehouse became the official sponsor of the fourth series of The X Factor. The sponsorship deal stands to last for three years. The Carphone


From Wikipedia, the free encyclopedia
AOL began consulting on job cuts in 2006. The Times reported that the company expected to cut a total of 500 UK jobs by Christmas.[30] In line with legal requirements, AOL UK has notified the DTI that redundancies are planned. The Press Gazette stated "The company has informed the DTI that it is possible that it will make more than 100 redundancies".[31] On 1 November 2006, it was made public that Karen Thompson, AOL UK CEO and President AOL Europe, had resigned and had been succeeded by Carlo d’Asaro Biondo (previously CEO of AOL France). Thompson was part of the team responsible for launching AOL UK in 1996.[32] AOL customers, welcome to the Carphone Warehouse family I want to reassure you that we have no plans to change the service in any way at all. It will continue to be run by the existing team and will work, look and feel just as it does today. We have entered a long-term deal with Time Warner to keep providing the AOL content and we don’t want to mess with what has clearly been a very popular product to date. In the New Year, all AOL customers will be offered the choice of transferring to Free Broadband if they want, by moving their line rental to TalkTalk and signing up for our Talk3 international telephone service. There will be continuity of service with the ability to take your AOL email address to TalkTalk and access to much of the content you previously enjoyed. – Charles Dunstone, 13 November 2006[33] It was made public on 14 December 2006 that Carlo d’Asaro Biondo had resigned after only six weeks in his new role. Philip Rowley (the chairman of AOL Europe) has taken over on a temporary basis. The Guardian states: the management turmoil has put the European operation in "freefall" and created a "massive vacuum", according to one AOL insider. The same article estimates that 5,000 AOL jobs are to go worldwide (25% of staff) with a significant number from AOL UK.[34] In January 2007 AOL UK was rebranded as AOL Broadband.

The Carphone Warehouse

Service changes
In an early press statement, The Carphone Warehouse stated they had "no plans to change the service in any way at all," but, since January, anyone heavily using P2P applications have had their downstream bandwidth limited to 50 kbit/s during peak times (6pm-midnight, Sunday to Thursday).[35]

Marketing offers and problems
During the third quarter of 2007, AOL Broadband caused a stir by offering a free laptop computer (and eventually a free Playstation 3) to all new customers signing up for a 24 month contract with its AOL Wireless Plus broadband package. While sceptics looked for a catch, industry experts conceded[36] that the offer was reasonable, despite the necessity to sign up to an AOL Talk home phone package in order to be eligible for the free laptop. While an option to not take a bundled home phone package was available, the price increased by £10; further offers include a free Xbox 360, PlayStation 3 and Wii in addition to other promotional items. During Summer 2008, the transition of AOL’s systems to CPW crippled their ordering system, leaving many customers waiting several months to have their lines provisioned for broadband. Affected customers were free to cancel their contracts, but had their problems confounded when inefficiencies in the refund provision system left some customers out of pocket with neither broadband, laptop nor their money back for several months. Some customers who paid for their goods before December 1, but received their refunds AFTER December 1 found that the refund that they received had been calculated with VAT at 15% not at the 17.5% that had been charged when the goods were ordered, and were still out of pocket, in some cases over 4 months after their initial order date.

On May 8th 2009, Carphone Warehouse became Britain’s largest broadband provider after it agreed to pay £236m in cash for the UK assets of Tiscali, the Italian telecoms group.

Former competitors
The Carphone Warehouse has acquired four former competitors, mobile phone e-tailers


From Wikipedia, the free encyclopedia
e2save, The Phone Spot, Mobiles.co.uk and OneStopPhoneShop. Orders are fulfilled through the Carphone Warehouse, but each company has its own terms and conditions and, significantly, rules regarding promotions. Marketing offers and problems These subsidiaries offered ’cash back’ redemption on entering into a contract; customers must send in bills and vouchers to claim back line rental paid to the network. This has proved problematic for many customers. In the case of the OneStopPhoneShop and e2save customers have had a history of problems in claiming their cash back. OFCOM, the regulator, has admitted receiving many complaints about the behaviour of these two companies but no action has yet been taken.[37]

The Carphone Warehouse
detectives. We’ve got a big case coming up.

[1] "David Ross appointed to board of the National Portrait Gallery". 10 Downing Street. 17 February 2006. Archived from the original on 2007-10-06. http://web.archive.org/web/ 20071006022644/http://www.pm.gov.uk/ output/page9080.asp. Retrieved on 2006-11-02. [2] The Phone House [3] "Profile: David Ross". The Guardian. 2008-12-08. http://www.guardian.co.uk/ business/2008/dec/09/profile-david-ross. Retrieved on 2008-12-08. [4] "Founder exits ’back seat’ at Carphone Warehouse". The Guardian. 2001-07-13. http://www.guardian.co.uk/business/ 2001/jul/13/citynews.media. Retrieved on 2008-12-14. [5] ^ "Carphone Warehouse founder quits while he’s (£140m) ahead". The Independent. 2001-07-13. http://www.independent.co.uk/news/ business/news/carphone-warehousefounder-quits-while-hesacircpound140m-ahead-677594.html. Retrieved on 2008-12-14. [6] ^ "Profile: David Ross". The Guardian. 2008-12-08. http://www.guardian.co.uk/ business/2008/dec/08/ carphonewarehousegroup-telecoms. Retrieved on 2008-12-08. [7] ^ "David Ross: glitz and glamour of the upper-class ’barrow boy’ with all the right connections". The Times. 2008-12-09. http://www.timesonline.co.uk/tol/news/ uk/article5310334.ece. Retrieved on 2008-12-09. [8] "Carphone Warehouse co-founder David Ross quits after disclosure failure". The Daily Telegraph. 2008-12-08. http://www.telegraph.co.uk/finance/ 3681461/Carphone-Warehouse-cofounder-David-Ross-quits-afterdisclosure-failure.html. Retrieved on 2008-12-08. [9] "Carphone Warehouse chief resigns over share disclosure". The Times. 2008-12-08. http://business.timesonline.co.uk/tol/ business/industry_sectors/retailing/

Data protection
During 2005 TalkTalk’s proactive sales techniques drew criticism in the press when it was accused of practising "slamming" to win new customers. [38] Customers who bought mobile phones from Carphone Warehouse retail outlets alleged that their landline accounts were subsequently switched without their consent [39]. On 15 August 2006, the Information Commissioner’s Office issued Preliminary Enforcement Notices for breaches of PECR (The Privacy and Electronic Communications Regulations) against Carphone Warehouse and TalkTalk for making marketing calls to people who are signed up to the Telephone Preference Service (TPS) or people who have asked that the company make no further calls to them.[40][41] On 28 October 2006 in a Times interview Richard Thomas, Britain’s Information Commissioner, stated:[42] We’re taking action against some of the telecom companies, Talk Talk and Carphone Warehouse. We’re taking action against them because we’ve had a lot of complaints that they’ve been telephoning people with marketing calls, people whose name is on the telephone preference service. And then we do these prosecutions, particularly with private


From Wikipedia, the free encyclopedia
article5305879.ece. Retrieved on 2008-12-09. [10] "Carphone Warehouse Snaps Up Tandy’s Old UK Stores 01/26/99". Newsbytes PM,. 26 January 1999. http://findarticles.com/p/articles/ mi_m0HDN/is_1999_Jan_26/ ai_53652919. Retrieved on 2006-11-05. [11] On 13 June 2001, the Group acquired the trade, assets and certain liabilities of Cellcom Limited, a telecoms services business registered in England, for a gross cash consideration of £9.1 m. The Carphone Warehouse (2001). [Archive copy at the Internet Archive Annual Report 2001]. Press release. Archive copy at the Internet Archive. Retrieved on 2006-11-03. [12] ^ The Carphone Warehouse (2004). Annual Report 2004. Press release. http://www.cpwplc.com/ phoenix.zhtml?c=123964&p=irolreports. Retrieved on 2006-11-03. [1] "On 1 January 2004, the Group acquired 100% of the issued share capital of E2save.com Limited, a company registered in England, for an initial gross consideration of £1.4 m, with a further contingent deferred consideration of up to £3.3 m payable over two years." [2] "On 8 March 2004, the Group acquired 100% of the issued share capital of Xtra Telecom SA, a fixed line service provider registered in Spain, for an initial gross consideration of £7.5 m, with a further contingent deferred consideration expected to be up to £4.1 m payable over two years." [13] ^ The Carphone Warehouse (2005). Annual Report 2005. Press release. http://www.cpwplc.com/ phoenix.zhtml?c=123964&p=irolreports. Retrieved on 2006-11-04. [1] "On 1 March 2005, the Group acquired 100% of the issued share capital of One Stop Phone Shop Limited, a

The Carphone Warehouse
company registered in England and Wales that specialises in the mobile ‘offthe-page’ market, for an initial gross cash consideration of £8.3 m, with a further contingent deferred consideration of up to £6.7 m payable over two years." [2] "On 16 December 2005, the Group acquired 100% of the issued share capital of Tele2 UK Communications Limited (Tele2 UK), a company registered in Englandand Wales, for a gross cash consideration of £11.5 m. Tele2 UK is involved in the provision of telecommunications services to residential customers." [3] "On 19 December 2005, the Group acquired 100% of the issued share capital of Centrica Telecommunications Limited, Onetel Limited, Telco Holdings Limited, Awardmodel Limited and their subsidiaries (Onetel), all of which are registered in England and Wales, for a gross cash consideration of £169.6 m. Onetel is involved in the provision of telecommunications services to both residential and business customers."

[14] The Carphone Warehouse (2006-04-11). Free broadband forever. Press release. http://web.archive.org/web/ 20070807002109/ http://www.talktalk.co.uk/talktalk/ servlet/gben-serverPageServer?article=MAIN.UK.TALKTALK.COMPINF Retrieved on 2006-11-08. [15] ^ "Carphone Warehouse to acquire Time Warner’s AOL Internet access business in the UK for £370 million". Carphone Warehouse Press Release. 2006-10-11. http://www.google.com/ url?sa=t&source=web&ct=res&cd=1&url=http%3A SaDKEuCrjAeuv5i5Bg&usg=AFQjCNELAzVd6qdbPz6 Q&sig2=ovjgNINLyMk2WJN7GOL2mg. Retrieved on 2006-10-27.


From Wikipedia, the free encyclopedia
[16] "Vodafone cans Carphone Warehouse". The Register. 2006-10-12. http://www.theregister.co.uk/2006/10/12/ vodafone_phones4u_exclusive. Retrieved on 2006-11-27. [17] "X Factor-y on the high street". thesun.co.uk. 11 July 2007. http://www.thesun.co.uk/article/ 0,,11050-2007310860,00.html. Retrieved on 2007-08-01. [18] Durman, P. "Geek Squad comes to Britain", The Sunday Times online. Retrieved on April 4, 2007. [19] UK’s Carphone Warehouse to Open 1000 Stores in US with Best Buy | PhoneNews.com [20] "Carphone Warehouse gets the X Factor". MediaGuardian. 2007-06-19. http://media.guardian.co.uk/realitytv/ story/0,,2105944,00.html. [21] "UK police investigate threats against Big Brother celebs". Ireland on-line. 2007-01-17. http://breakingnews.iol.ie/ entertainment/?jp=cwsnmhqlkfcw. Retrieved on 2007-01-17. [22] Brook, Stephen (2007-01-17). "Big Brother complaints explode". Guardian Unlimited. http://media.guardian.co.uk/ site/story/0,,1992246,00.html. Retrieved on 2007-01-17. [23] "Big Brother sponsor suspends deal". BBC News. 2007-01-18. http://news.bbc.co.uk/1/hi/entertainment/ 6274881.stm. Retrieved on 2007-01-18. [24] "Sponsor evicts C4’s Big Brother". BBC News. 2007-03-08. http://news.bbc.co.uk/ 2/hi/entertainment/6429863.stm. Retrieved on 2007-03-08. [25] "Carphone Warehouse to acquire Time Warner’s AOL Internet access business in the UK for £370 million". AOL UK Press Release. 2006-10-11. http://media.aol.co.uk/ ukpress_view.cfm?release_num=55254646. Retrieved on 2006-10-27. [26] "Carphone Warehouse buying AOL UK". BBC News. 2006-10-11. http://news.bbc.co.uk/2/hi/business/ 6039740.stm. Retrieved on 2006-10-11. [27] "State of the nation - Local Loop Unbundling". thinkbroadband.com. 2006-10-26. http://www.thinkbroadband.com/news/i/ 2842.html. Retrieved on 2006-10-28. [28] The exact figure for LLU customers is not in the public domain, hence 150,000

The Carphone Warehouse

is the estimated minimum. "Carphone Warehouse with 421,000 live broadband users". thinkbroadband.com. 2006-10-26. http://www.thinkbroadband.com/news/i/ 2813.html. Retrieved on 2006-10-31. [29] "AOL broadband customers face dilemma after Talk Talk takeover". The Sunday Times. 2006-10-15. http://technology.timesonline.co.uk/ article/0,,20411-2403994,00.html. Retrieved on 2006-11-01. [30] "AOL staff cuts follow its sale to Carphone Warehouse". The Times. 2006-10-12. http://business.timesonline.co.uk/article/ 0,,9076-2400252.html. Retrieved on 2006-11-03. [31] "Journalists fear cuts at AOL". The Press Gazette. 2006-11-01. Archived from the original on 2007-11-13. http://web.archive.org/web/ 20071113105400/ http://www.pressgazette.co.uk/article/ 011106/aol_strike_threat. Retrieved on 2006-11-07. [32] "AOL Europe gets new head". The Register. 2006-11-01. http://www.theregister.co.uk/2006/11/01/ aol_europe_new_president. Retrieved on 2006-11-01. [33] Charles’ Blog [34] "AOL Europe loses another chief". The Guardian. 2006-12-14. http://business.guardian.co.uk/story/ 0,,1972196,00.html. Retrieved on 2006-12-15. [35] "How will I know if I exceed what is deemed acceptable usage?". AOL UK. http://help.aol.co.uk/how-will-i-know-if-i/ article/ 20070129060009990011?n=collection&p=At%20wh Retrieved on 2007-04-20. [36] "Is the AOL free laptop offer any good?". ChooseISP.co.uk. http://www.chooseisp.co.uk/broadbandguide/news/free-laptops-for-aolsubscribers.html. Retrieved on 2007-10-15. [37] "Problems with One Stop Phone Shop". Consumer Deals. http://www.consumerdeals.co.uk/ onestopphoneshop.html. Retrieved on 2006-11-13. [38] "Phone scam hits thousands". Daily Mail. 2005-04-25. http://www.thisismoney.co.uk/news/


From Wikipedia, the free encyclopedia

The Carphone Warehouse

article.html?in_article_id=399990&in_page_id=2. 20032426.htm. Retrieved on Retrieved on 2007-03-19. 2006-11-13. [39] "When slamming the phone prompts a [42] "Full text of the interview with Richard row". The Guardian. 2005-04-23. Thomas". The Times. 2006-10-28. http://money.guardian.co.uk/phones/ http://www.timesonline.co.uk/article/ story/0,13283,1466811,00.html. 0,,2-2425085,00.html. Retrieved on Retrieved on 2007-03-19. 2006-11-13. [40] "Preliminary Enforcement Notices" (pdf). ICO. http://www.ico.gov.uk/upload/ documents/library/ • TalkTalk privacy_and_electronic/notices/ • Charles Dunstone pecr_enforcement_notice.pdf. Retrieved • AOL on 2006-11-13. • Local loop unbundling [41] "Statutory Instrument 2003 No. 2426 The Privacy and Electronic Communications (EC Directive) Regulations 2003". Office of Public • Carphone Warehouse group website Sector Information.

See also

External links


Retrieved from "http://en.wikipedia.org/wiki/The_Carphone_Warehouse" Categories: Companies listed on the London Stock Exchange, Mobile phone companies of the United Kingdom, Telecommunication companies of the United Kingdom, Telecommunications in the United Kingdom, Retailers of the United Kingdom, Companies based in London, Nectar loyalty card, Companies established in 1989, Mobile Virtual Network Operators This page was last modified on 20 May 2009, at 13:53 (UTC). All text is available under the terms of the GNU Free Documentation License. (See Copyrights for details.) Wikipedia® is a registered trademark of the Wikimedia Foundation, Inc., a U.S. registered 501(c)(3) taxdeductible nonprofit charity. Privacy policy About Wikipedia Disclaimers


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