Dixons refuse refund/replacement

maypole

uktim29 wrote: »

So if you don't think the "top" deals with it & you don't think "customer services" deals with it who do you think does then?

This is going by what you've said!

Any MD of a company worth its salt would take a complaint seriously, they do not want to lose customers. Of course they have a PA who deals with the post and other things to make life run smoothly for them, but I assume complaints would be passed to the MD for consideration, then the PA would deal with that correspendence.

If you get no joy from the customer service, go to the top and always in writing.

uktim29

maypole wrote: »

Any MD of a company worth its salt would take a complaint seriously, they do not want to lose customers. Of course they have a PA who deals with the post and other things to make life run smoothly for them, but I assume complaints would be passed to the MD for consideration, then the PA would deal with that correspendence.

If you get no joy from the customer service, go to the top and always in writing.

So if you're the CEO of Tescos who probably gets 200 complaints to him each day you'd stop running your company and just deal with the complaints all day? (which you probably wouldn't be able to anyway due to the volume)

I think you've forgotten the volume of people large companies deal with. How a MD/CEO would be able to deal with every single complaint addressed to them and do their actual jobs is a mystery.

fruity1_2

fruity1 wrote: »

No it doesn't! Go to the top, it saves a lot of time often being fobbed off by Customer Services who can only go so far in resolving your complaint.

This is what I said, big difference to your selective editing.

Depending on the nature of your complant, Customer Services can resolve it although it can be quite time consuming on some occasions. Going straight to the (top) CEO/MD @ Head Office an investigation into your complaint will be taken up with the Store Manager. The CEO/MD office have access to people that CS don't and carry a lot more clout, therefore a speedier resolution. I think a £2,000 complaint warrants the CEO/MD route.

uktim29

fruity1 wrote: »

I think a £2,000 complaint warrants the CEO/MD route.

But it's Currys.

So if I buy a Tescos Finest product and want to complain I can write to Sir Terry Leahy?

champagnesupernova

If you send a letter up to the CEO, their PA will pass it on to Customer Services. There is no point in jumping in at the deep end, it's not like they have refused to help you or given you countless bad offers. Give them a chance!

chuckley

hollydays wrote: »

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

SORRY I JUST CRIED WITH LAUGHTER AT THIS

uktim29

You've just managed to reply to this thread

Returning clothing the iron burnt a hole through...

here???

superscaper

uktim29 wrote: »

You've just managed to reply to this thread

Returning clothing the iron burnt a hole through...

here???

Moved it (well deleted and reposted). Definitely not my fault that one since I clicked quote (obviously since I'd quoted post from that thread) and clicked reply.

Bizarre how that happened as there was no "copying/pasting" on my part, merely clicking the buttons.

Mekon

The Sales of Goods Act. (assuming you bought the tv over the counter and not online)
You really should read up on this, it's quite useful. Dixons sales staff seem to always fob people off.

If the set you have bought is not fit for purpose then you should be entitled to a replacement or refund. (Unless you agree to have the set repaired).
The Onus is on the retailer (for the first 6 months) that the fault was not an inherent fault.

If you want you can get an independant engineers report to prove the TV has an inherent fault, but inform Dixons first that you intend to do this (in writing) and that you will also claim the engineers fee from Dixons, if proved the fault to be inherent.

But really it is up to Dixons to prove the fault was not there in the first place, it has nothing to do with the Manufacturer, under the SoGA a consumers contract is with the Retailer!

Do not become fobbed off with Dixons approach. Ask them to prove the fault wan't there all the time (like you said a NEW £2000 tv should not have this problem so soon), the 28 day rule used by many retilers is not worth the verbal diatribe.

IF the fault on the TV is by any slim chance your fault, then they will only offer to repair the tv, but as I say they willhave to report this.

Write to Dixons, informing them that you are refusing the TV under the SofGA, and that you would prefer a NEW TV or a refund.

After 6 months the onus come down to the consumer, but as you have already made Dixons aware of your displeasure, that shouldn't be too much of a problem, but do keep a record of all correspondence (in writing and phone calls, keep copie of times and dates).

Download a copy of the SoGA and take this into Dixons, next time you visit, it works wonders, especially when it gets to the Manager!
You have rights, use them!

Confuscious say: Never lose your cool, no matter how frustrated you are!
Hope this helps.

PopeSock

uktim29 wrote: »

I think you've forgotten the volume of people large companies deal with. How a MD/CEO would be able to deal with every single complaint addressed to them and do their actual jobs is a mystery.

I used to work in the tech support department of a retail computer company - not part of the Dixons/Currys/PC World etc group. It wasn't a nice place to work and I lasted about three months there. But sometimes when customer services was apparently backed up, they took some of us off the desk and had us answering complaints. And by answering, I mean briefly reading the letter and pasting in one of three or so form responses. Quite a lot of which were addressed to the head of the company. They just got headed off at the pass before they ever reached him.