Dixons refuse refund/replacement

Dealmad

I Paid Almost £2000 for a tv from dixons , when it first came it looked used to me , i rang up to enquire about this but they claim it was new etc so i just left it at that.

Now 2 months on the TV has got a fault , Dixons refuses to replace the TV or give a refund and said they will get it repaired ....i paid for a new working tv , i dont want a tv thats been repaired because of a fault not when ive paid almost £2000.

Where do i stand on this?

Can anyone help please

maypole

Put your complaint in writing to the manager of the store and send a copy to the managing director. Head your letter "this is a complaint". Be polite but firm.

You can google to find the name of the managing director.

Sometimes these people think they are dealing with idiots, they just hope we will take their first answer and not bother them anymore. Don't be fobbed off.

Plus, it will still be under guarantee!

Optimist

I fear at this point you will be deemed to have accepted the TV and your rights to a full refund are somewhat limited. However you do have the right to a repair which Dixons have offered to do. You should also have the right to a replacement assuming the it doesn't cost more than you paid originally but I fear you might have to fight for that.
Have a word with consumer direct and see what they suggest 0845404056

dmg24

Excellent advice from Optimist, and the usual overreaction from maypole.

hollydays

Heading a letter "This is a complaint " seems a bit strange.
It's a bit like heading it "This is a letter"...

maypole

DMG 24 and HOLLYDAYS

No, not an over reaction, I learned very early on that a complaint always trickles from the top down the way, but never from the bottom upwards, so going to the top seems to be the answer and from experience, gets results. Heading your letter "this is a complaint" gets their attention immediately also.

When paying good money for items or services that turn out to be faulty or not as described, you should not have to put up a fight to get it put right.

Also, as I say in my replies, ALWAYS be polite, you should never complain in anger or write while in a temper.

My swift replies might APPEAR to be not thought out, but we have written enough "justified" complaint letters with good outcomes, to know that you don't have to be walked over.

EDIT: Also, if you have no input or advice for the original poster, why just post a message criticising someone who has replied?

stugib

maypole wrote: »

When paying good money for items or services that turn out to be faulty or not as described, you should not have to put up a fight to get it put right.

They aren't having to put up a fight, they've offered to repair it, which is a completely valid course of action, 2 months in.

uktim29

maypole wrote: »

Put your complaint in writing to the manager of the store and send a copy to the managing director. Head your letter "this is a complaint". Be polite but firm.

You can google to find the name of the managing director.

Sometimes these people think they are dealing with idiots, they just hope we will take their first answer and not bother them anymore. Don't be fobbed off.

So you suggest writing a letter "this is a complaint" about them doing exactly what the SOG act says they should do.

And don't get fobbed off for what? They've done nothing wrong.

If everyone had CEO's & MD's to do deal with their complaints instead of the relevant departments then the price of goods would go up a lot as these guy's aren't cheap.

Why not follow the procedure that keeps goods at a low price? You can't turn round and say you've got no other choice because the op hasn't even done anything yet.

fruity1_2

uktim29 wrote: »

If everyone had CEO's & MD's to do deal with their complaints instead of the relevant departments then the price of goods would go up a lot as these guy's aren't cheap. quote]

CEO's & MD's don't deal with complaints, full stop, they have staff that deal with those of us that write to them in person. The CEO/MD usually has no knowledge of the complaint either. You are writing to a department, not the person, but it is effective.

jackieb

What is the fault? I paid £1400 for a Panasonic Viera over a year ago. It developed a line down the screen after about 9 months. I bought mine from a local shop and they took it away to repair it, and I got it back the same day. They said that it was quite a common fault with some plasma's - they'd had quite a few 42'' that went like this, but mine was the first 50'' they'd had. It's guaranteed for 5 years, and although i'd prefer that it hadn't developed a fault, i'm not that bothered if I get it repaired free of charge.

uktim29

fruity1 wrote: »

CEO's & MD's don't deal with complaints, full stop, they have staff that deal with those of us that write to them in person. The CEO/MD usually has no knowledge of the complaint either. You are writing to a department, not the person

Yes I know. So it makes it a completely pointless exercise.