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play.com - terrible customer service

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  • catz747
    catz747 Posts: 20,381 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    There are some alternative numbers on saynoto0870.com which you could try, I don't know if they are any good as I haven't yet had to try them myself :confused: just type play.com into saynoto0870.com :undecided
  • Volvic
    Volvic Posts: 244 Forumite
    sebtomato wrote: »
    The 020 number you used is just a way to avoid calling through their 0845 number. It does not change anything about the quality of CS, unless you believe you have a special VIP number to call an English speaking, highly competent team...

    Not at all. My post was recommending that you gave them a call using the 020 number as you said you cannot get to speak to anyone who can understand you or vice versa. My post was actually telling you that when I call using the 020 number from saynoto0870 I always get someone either London or Ireland based. Simple.
  • sebtomato
    sebtomato Posts: 1,119 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    Volvic wrote: »
    My post was actually telling you that when I call using the 020 number from saynoto0870 I always get someone either London or Ireland based. Simple.

    Which post was that, I can't find it...

    Would be surprising to talk to people in Ireland for a company based in Jersey. So according to you, they have a secret CS number with proper people, and a public, advertised 0845 number manned by idiots. This customer service strategy makes perfect sense to me...

    Anyway, I won't need to call them anymore: I have returned my items by courier to them (cheapest courier found was £13 for 9kg, and invoice was included). They have received the items, and processed the refund. They have refunded the price paid + £2 for the return shipping. At least they are consistent: appaling from begining to end. Since they never send items with recorded delivery (even digital cameras), needless to say, I am going to get my money back on my next and last order...
  • catz747
    catz747 Posts: 20,381 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    There's a Jersey number on saynoto0870 - it's not a secret, maybe he meant that there are Irish or London sounding people on that number :confused: The 0845 number is in the Philippines I read somewhere :undecided
  • Volvic
    Volvic Posts: 244 Forumite
    sebtomato wrote: »

    Would be surprising to talk to people in Ireland for a company based in Jersey. So according to you, they have a secret CS number with proper people, and a public, advertised 0845 number manned by idiots. This customer service strategy makes perfect sense to me...

    Wow, you are one hell of a rude person. Attitude post after post. Your attitude sinks just as much as you are leading everyone here to believe Play's does. I have posted nothing but recommendations, and my own customer service experiences which happen to be good. You don't need to come back with !!!!!! attitude just because someone else had a decent experience and you didn't. Get your money back and move on. Jesus Christ.

    I didn't say once it was a "secret" number. Nor did I say that I was talking to people IN Ireland. What I said was that on the few times I've needed to call, I've had either someone Irish or someone speaking perfect English.
  • Further to my previous post. Thanks for the saynoto0870 tip. The listed 02xxx number doesn't work anymore, but the Jersey number 01534 877595 works a treat (although it isn't included in many inclusive call packages but still cheaper than the premium rate 084 number). Actually got through to someone who had good english and was at least trying to be helpful (but still in the Phillipines!).

    I managed to cancel part of my order (horray!), but no luck with the return. Despite having the order ref and returns auth no they can't track return with that! They need the Royal Mail recorded delivery reference. I didn't send it by recorded delivery - exactly where does it say this on the website? So looks like i've lost my money doesn't it?

    Looking at this thread there's a common theme emerging isn't there?

    You have been warned ....... off over to Amazon now!
  • sebtomato
    sebtomato Posts: 1,119 Forumite
    Part of the Furniture 500 Posts Name Dropper Combo Breaker
    edited 5 December 2009 at 12:00PM
    Actually, I have checked my bank statement, and they only refunded me £229.99, so nothing for the return cost, despite what they said and invoice for courier included (£13).

    I called this morning the "so-called" improved CS number in Jersey: 01534 877595 (the 020 number does not work)

    After holding for 5 min, and then having the phone ringing for 30 seconds, spoke to the same team as before, clearly not from Jersey. Whoever said the Jersey line provides better CS is clearly mistaken.

    The guy could not understand much, and said the telephone line was bad (although I could hear him fine). The guy was polite, and he said he understood what the issue was, and I would be "refunded for the phone call cost soon" (!!!!!!!). I explained again, and he said: "OK, do you have the tracking number so I can see if we have received the goods back" (!!!!!!!). "OK, you will be refunded £9.95 for the return cost, because that's the maximum we refund"...

    I have got the feeling it's not the last time I talk to their CS.
  • catz747 wrote: »
    There's a Jersey number on saynoto0870 - it's not a secret, maybe he meant that there are Irish or London sounding people on that number :confused: The 0845 number is in the Philippines I read somewhere :undecided

    It's very easy now to set up 0845 numbers that are internet based through Outlook. You just connect you pc to the internet anywhere in the world and the 0845 number will work, using internet lines back to UK.

    Lots of call centres in the Philippines now, because English is widely spoken there.
  • Volvic wrote: »
    I've been using Play for about 5 years now and apart from a handful of items out of hundreds taking 4-5 days for delivery, I've really had no problems. They're cheap, and easy. I pre-order from there and get most items before the day of release, I buy all my DVDs and CDs there...to me they haven't changed at all since they were taken over.
    I've been using them for many years and have only had 1 problem in all those years & that was sorted out very quickly. I use the on a regular basis and only have praise for them.
  • pinkemsy
    pinkemsy Posts: 350 Forumite
    After spending nearly two hours on the phone before christmas (in the middle of the night as I was spending ages on hold) I have decided my only option is to write to Play after a saga over a memory card and an absolute idiot on the Jersey number.

    Has anyone ever written to Play with a complaint??
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