Defective item - no replies to my emails

overcharged

Hi guys

I bought a £350 tripod from a company called Videokit / Preston Media who are based in Malvern and London.

I've discovered the handle of the tripod to be defective on third use (approx 5 months after purchase) and have written to them via email 4 times now to politely request a replacement of the handle, and haven't received even an acknowledgement of my email.

No acknowledgment, to me, is the height of bad customer service.

I've double-checked that my emails have all sent to them successfully in my sent items and haven't had any problems with anyone else receiving my emails.

I'm loathe to telephone them, because now I'd prefer to get things 'in black and white' with emails and maybe a letter rather than being fobbed off on the phone by a Customer Service Agent.

I used my credit card to pay for the tripod. I remember seeing something on this site about how I might be able to ask my credit card company to 'chase it up' on behalf of me because the purchase was over £100...but is there a step I'm perhaps missing in the meantime?

Any suggestions please about how I should proceed?

All the best

cally6008

send copy of email but in a letter sent recorded delivery and outline time scale you wish matter to be resolved by ?

overcharged

cally6008 wrote: »

send copy of email but in a letter sent recorded delivery and outline time scale you wish matter to be resolved by ?

Excellent idea, thanks!

derrick

overcharged wrote: »

Excellent idea, thanks!

Send a copy to your CC company, as under Section 75 of the Consumer Credit Act, they are "equally and severally liable".

See MSE Section 75 Protection

Zandoni

Always best to phone first in my opinion, writing is the next step if that approach fails.