Dixons refuse refund/replacement

uktim29

PopeSock wrote: »

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.

Exactly. I've got no idea why people think they'll get it, they won't.

Honeydog

I've got no idea why people buy really expensive stuff from Dixons/ Currys etc

Choose a decent company with a proper refund policy.

Chillers

fruity1 wrote: »

uktim29 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, but it is effective.

That's not entirely accurate, in my experience. I think it depends on the nature of the business and the quality of service they aspire to. I work in the insurance industry, and if a complaint is raised to our CEO, they always take notice of it - of course they ask someone else to respond but nevertheless, they make sure it is resolved.

dangeroussports

Is it a two man shop or a really big insurance company? Would of thought a large insurance companies CEO would of got one their mortgaged up monkeys to read and respond.

VfM4meplse

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 agree but if there are constant complaints about a particular element of the service offered then the direction to restructure that service will come from on high.

alwaysonthego_2

Mekon wrote: »

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, repair or refund.It is up to the retailer what course of action is taken (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. correct

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. wouldn't bother it is down to Dixons to prove it has not got abn inherent fault has previously mentioned

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!correct

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,this would be classed as accidental damage which isn't covered by the SOGA so you would not be entitled to a repair 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. it is a bit late for the op to reject the tv, he has had too long and he should have rejected it originally when he thought it had previously been used. He is entitled to a repair or replacement but this is dependant on Dixons


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! I believe Dixons is just online now so it would be more fruitful for the op either to ring customer services and then write to them. Consumer direct have excellent template letters on their website

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

I have just amended this for the op, please look at the link from the cab website that emphasises your rights.

Mekon

alwaysonthego wrote: »

I have just amended this for the op, please look at the link from the cab website that emphasises your rights.

'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. it is a bit late for the op to reject the tv, he has had too long and he should have rejected it originally when he thought it had previously been used. He is entitled to a repair or replacement but this is dependant on Dixons'

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Well according to this post, it wouldn't be too late, if you're willing to take it to court! As long as it's a 40,000 mile tv!
http://forums.moneysavingexpert.com/showpost.html?p=13979615&postcount=15