Product recall by M&S

tbw

R0bert_Sterling wrote: »

Compo Compo Compo!!

Christ, what is it with these low life???

Why are people so rude and patronising when a dissatisified customer mentions the possibility of getting alittle extra back when things have gone wrong?

OK, so some people are totally unreasonable in their expectations but I can see nothing so wrong in expecting the offending company to go the extra mile and produce some sort of sweetener. Its NOT compensation (which I believe carries a suggestion of blame) - its just an Ex Gratia payment designed to make up for inconvenience, disappointment and general dissatisfaction with the company. A moderate offer usually ensures that the customer retains some faith in the company and helps no end on the goodwill front.

I suppose you would make a few rude comments about me after my 6 month saga with British Gas over a £700 gas fire which refused to stay on for more than half an hour ! After over 25 useless visits from fitters and managers (sometimes as many as 2 visits per week), God knows how many phone calls to the Help desk, 2 visits from emergency call out staff who turned off ALL my gas (unnecessarily as it happened as there was no chance of a gas leak) I finally rang the manufacturers myself. And guess what, they sent their own guy who said this was a known fault involving one small connection (which British Gas should have known about) - and he fixed the problem in 15 minutes. He also rectified a few little problems with the actual installation whicg BG had not done to his satisfaction.

And yes, I DID expect something to make up for their incompetence, my 25 wasted half days waiting for their fitters, my inability to use my fire during a very cold winter spell, the rudeness and general unhelpfulness of the Helpline staff and all my phone calls! I told them what I expected - and I got it. This is nothing to do with your so called compo mentality - its a fair thing to do when customers have been let down!

Claire_Bear

I see what you're getting at, and after all the carry on you had I'm not surprised you were asking for something back, but the only inconvenience the OP has is having to drive back to the store, and they want £50 back! Just seems to be taking the mick a little bit to me. It's surely not that much hassle to ensure your own safety, I'd think that not being injured is compensation enough. If an item was broken, all you could expect back was a refund/replacement, and this one isn't even broken

lechat

The original poster is entitled to their opinion on what is reasonable and was posting to get others opinions which surely is what this forum is all about. Not directly putting people down/ being offensive to them when you don't even know them. Surely it's people who do such things and speak with anger that have shown their true colours...

With regards to the M&S issue. Yes it is hassle, I can sympathise, on the otherhand unfortunately mistakes do happen in production. I've not heard any rights that would allow further compensation on this issue other than a full refund. At the end of the day it is the manufacturers fault not M&S's and they are a consumer too. If you are unhappy write to their customer services/ complaints explaining the issue, perhaps they will offer a goodwill gesture as they want to retain customers. Least you will have done something, and the most you will lose is the price of a stamp if there is nothing they can do. If you are directly asking for something, perhaps it would be more reasonable to ask for transport costs to take the item back.

superscaper

While I think compensation is really out of the question, the thing on this thread that really disgusts me is the very rude responses from some of the posters. So much for courtesy and etiquette. I guess some have a complete disregard or blind spot to the blue headed box on every page of this forum. :rolleyes:

I'm surprised (or maybe not) because it actually takes less effort to simply disagree giving reason without adding the insults and personal attack. So to spend extra effort with all the tongue lashing is simply a demonstration of vindictiveness. This is not the place to air out your frustrations on a poster.

mrcow

CDL wrote: »

Last summer we purchased a free standing wooden hammock from M&S for £249. They have now issued a recall on the product stating that a serious fault could cause it to break in use.

They are offering a full refund, however my question is whether it would be reasonable to ask for some gift vouchers by way of compensation. We will have to make a 20 mile round trip to deliver the item to our nearest store and also have the inconvenience of the return and having to find an alternative product for the garden.

I feel that £50 in vouchers is not unreasonable, but what do other think? Also, would it be best to phone, write or deal with the issue in store?

20 mile round trip?
So what?

Do it when you're next out shopping.

tbw

Claire_Bear wrote: »

I see what you're getting at, and after all the carry on you had I'm not surprised you were asking for something back, but the only inconvenience the OP has is having to drive back to the store, and they want £50 back! Just seems to be taking the mick a little bit to me. It's surely not that much hassle to ensure your own safety, I'd think that not being injured is compensation enough. If an item was broken, all you could expect back was a refund/replacement, and this one isn't even broken

I agree Claire - £50 is OTT (and I said so in an earlier post). I just don't think its very pleasant when people come on here and ask for advice and the minute they suggest they ought to be able to claim a bit extra, every man and his dog starts shouting'get a life, lowlife, sponger, scammer etc etc.' Its uncalled for, unpleasant and not helpful at all. I'm surprised that people still risk asking for advice when they see all the flak that comes back!

advent1122

So let me get this straight.
If I buy a product from a shop and it is faulty, I am entitled to £50 compensation when I return it for a refund?
I usually put it into the category marked !!!!!! happens, I didn't realise I could be quids in.

pinkshoes

ENOUGH of the OP bashing!

They are clearly a victim of DailyMail-ism where it is seen as OK to ask for compensation 10x what is really due.

At a push, you could ask for 25p x 20 miles, so a £5 voucher, but as there is no time limit on when you can return it, then surely you must be going into town at some point in the next few weeks??

Product recalls are often a little over-dramatic. 1 person will have no doubt had some sort of incident, often through mis-use, but as a precaution, they have to recall it.

If you're happy with it, why don't you just keep it and not return it?

Jelliebeen

Agree with others in defenc of the OP. They were asking a question - if you disagree, a simple 'no' would have sufficed. Just because you can hide behind your computer screen, there's no reason why you can incredibly rude and offensive. Would you like that if someone did that to your face?! I doubt you care, but I couldn't quite believe people had the nerve to be so rude.

Anyway, there's no harm being cheeky and asking M&S. It's not as if they're demanding these vouchers and will be outraged if they don't get them. The worst they can do is say no.

advent1122

Jelliebeen wrote: »

Anyway, there's no harm being cheeky and asking M&S. It's not as if they're demanding these vouchers and will be outraged if they don't get them. The worst they can do is say no.

So, everytime I return a faulty item to a shop I can ask for £50 compensation?
Get real.