Empire Direct - faulty microwave - now what?

emmell

I think Empire Direct, like most companies who go into receivership, are open again trading under a different name from the same large premises in Bradford. The name has slipped my mind,
I wonder why?
ML.

superscaper

emmell wrote: »

I think Empire Direct, like most companies who go into receivership, are open again trading under a different name from the same large premises in Bradford. The name has slipped my mind,
I wonder why?
ML.

KPMG while administrating sold off the different parts of the business, maybe what you've seen is simply another business that bought the premises. All the staff from Empire Direct got laid off, there's noone left to open again.

BeenieCat

Doesn't matter about the company going bust, Electrolux should do the repair.

ferpferpferp

Wow, thanks for all the help. I've got Electrolux coming next week to look at it, but they couldn't tell me if it would be under warranty. Fingers crossed.

djb215

What was your method of payment? Did you pay on credit card/VISA debit?

If it was an expensive microwave (ie more than £100) and you paid on credit card then your CC company is jointly liable.

If not, sorry can't be much more help

ferpferpferp

djb215 wrote: »

What was your method of payment? Did you pay on credit card/VISA debit?

If it was an expensive microwave (ie more than £100) and you paid on credit card then your CC company is jointly liable.

If not, sorry can't be much more help

We paid by debit card (VISA) I think. It was fairly expensive (£330) as it's one of those that go into a cupboard.

How do you mean 'jointly liable' - if I wanted to get my money back, or..?

Thanks.

djb215

ferpferpferp wrote: »

We paid by debit card (VISA) I think. It was fairly expensive (£330) as it's one of those that go into a cupboard.

How do you mean 'jointly liable' - if I wanted to get my money back, or..?

Thanks.

Sorry, i've just realised my mistake...

If you purchased goods with a credit card over the value of £100, then under section 75 of the Consumer Credit Act your CC company is liable for resolving problems with items as well as the retailer.

Here's an article by Martin Lewis about it:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases


I've just realised that debit cards may not be covered, but you could ring your card provider and ask if they can initiate maybe a partial chargeback?

HTH

ferpferpferp

Well I can't complain about the Service Force people (yet) - they came yesterday it seems that a new part is needed. They've ordered it and should fit it next week, all under guarantee (just!) Fingers crossed for a happy ending.

ferpferpferp

ferpferpferp wrote: »

Well I can't complain about the Service Force people (yet) .

I can now. They ordered the part and called me Friday and left a message to arrange a date to fit it. I called back at 5pm ON THE DOT and they had already gone home. Score -1 for customer service.

So the guy came today, fitted the part in double-quick time, 'tested' the microwave, and left. Except that he didn't fix the problem, it's still just as broken as before. Not sure what he 'tested', but he sure didn't read the job sheet that specifically says 'does not heat food'. It still does not heat food.

I called the service depot about 10 minutes after he left after I had tested it and found it still wasn't working, only to be told by a snotty woman that she would talk to the engineer when he got back to the depot. Because apparently she can't just call the guy on his mobile and ask him to pop back, that would be too simple. Score another -1 for customer service.

So I await another call... sigh.

ferpferpferp

Just a follow-up:

After waiting for 5 more days for the engineer to come back, identify the actual problem, order the part and come back another week later to fit it, we finally have a working microwave again. And it was done under guarantee so didn't cost us anything. Except for about four weeks of hassle and four engineer visits...

At least it's sorted now. Not terribly impressed with Service Force, but good customer service and getting people to do a decent job seems to be a rare thing these days.