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Am I due a refund?
miniemma
Posts: 507 Forumite
Ok, I will try to keep a long story short and stick to the facts.
I work for a school and every penny counts so we decided to try refilled toner cartridges rather than the very expensive originals.
We went to a local company in November who assured us they could supply these items at a competitive price. I was still unsure about using compatibles as my policy has always been to use originals. The Manager of the shop assured me again that if there was any problem I could bring them back.
So we ordered a full set of 4 cartridges. Weeks later, when we had actually totally run out of black toner, we are eventually told the items are ready for us and I put a black cartridge straight in.
The cartridge was dusty with black toner when I unpacked it but I dusted it off and used it. The pages came out slightly grey but I decided to give it a fair chance.
Things settled down and I ordered 2 black to have as stock. These arrived in different boxes, a different supplier.
Unfortunately the first cartridge got worse and I rang the shop manager who immediately said there must be a leak and suggested I open all the cartridges from the original order; sure enough they are all leaking.
I return all 4 cartridges and come back to the office with 1 replacement black.
2 months after placing the first order we have had a total of 7 leaking cartridges, one of which seemed fine at first but then poured a pile of toner into our printer pretty much wrecking it.
On Tuesday I rang the manager and stated that this can no longer go on and that I need a resolution by Friday. He agrees.
Wednesday morning I receive an email from manager stating that he is committed to our business and he had ordered a whole new set from a 3rd supplier, the third he’s tried, and that they would be with him by courier that day or the next day. I ring to thank him and say we are now desperate as a yellow has run out. He states that he has just received a back order of a yellow, I ask him to open it before I go to collect, he does so and it is leaking.
Thursday comes and goes, as does Friday. End of school day Friday (my day off) I realise it has come to the end of the ultimatum I set on Monday. In the meantime we have had to order 2 original black cartridges to get both our school printers up and running.
I take the remaining leaking cartridges back to the shop along with some empty originals as a gesture of good will and a letter stating that we cannot operate like this any longer and another week has gone by and that we require a refund of nearly £400. I also state that we would be happy to consider them in the future if they find a better source or manufacture and test them themselves.
This is where the good customer service falls apart. The owner of the franchise is there and point blank refuses me a refund before even listening to anything I have to say. I state that it has been ongoing for 2 months and that we have had to go elsewhere in order to have any working printer in the school at all and that his products have not been fit for purpose.
He did not introduce himself to me and is not apologetic at all. He says he has ordered this new set out of his own pocket and that I must wait for them to arrive and accept them and that SOGA says so.
I state FIRMLY that we have already tried 2 replacements and that time is up and I need a refund.
He tells me, standing two steps above me in his back office, that there are ways of speaking to people to get what you want and that I will have to take him to court to get the money!
He tries to track the new cartridges on his computer and fails.
There is a lot more detail but about how awful this man was to me and how he contradicted himself many times but that is not pertinent to the story.
He tells me I will get a phone call before the end of the day stating when the new toners will arrive – this didn’t happen.
Where do I stand on this long story not so short?
If I am due a refund how do I get this across to this man who refuses to listen to reason.
I work for a school and every penny counts so we decided to try refilled toner cartridges rather than the very expensive originals.
We went to a local company in November who assured us they could supply these items at a competitive price. I was still unsure about using compatibles as my policy has always been to use originals. The Manager of the shop assured me again that if there was any problem I could bring them back.
So we ordered a full set of 4 cartridges. Weeks later, when we had actually totally run out of black toner, we are eventually told the items are ready for us and I put a black cartridge straight in.
The cartridge was dusty with black toner when I unpacked it but I dusted it off and used it. The pages came out slightly grey but I decided to give it a fair chance.
Things settled down and I ordered 2 black to have as stock. These arrived in different boxes, a different supplier.
Unfortunately the first cartridge got worse and I rang the shop manager who immediately said there must be a leak and suggested I open all the cartridges from the original order; sure enough they are all leaking.
I return all 4 cartridges and come back to the office with 1 replacement black.
2 months after placing the first order we have had a total of 7 leaking cartridges, one of which seemed fine at first but then poured a pile of toner into our printer pretty much wrecking it.
On Tuesday I rang the manager and stated that this can no longer go on and that I need a resolution by Friday. He agrees.
Wednesday morning I receive an email from manager stating that he is committed to our business and he had ordered a whole new set from a 3rd supplier, the third he’s tried, and that they would be with him by courier that day or the next day. I ring to thank him and say we are now desperate as a yellow has run out. He states that he has just received a back order of a yellow, I ask him to open it before I go to collect, he does so and it is leaking.
Thursday comes and goes, as does Friday. End of school day Friday (my day off) I realise it has come to the end of the ultimatum I set on Monday. In the meantime we have had to order 2 original black cartridges to get both our school printers up and running.
I take the remaining leaking cartridges back to the shop along with some empty originals as a gesture of good will and a letter stating that we cannot operate like this any longer and another week has gone by and that we require a refund of nearly £400. I also state that we would be happy to consider them in the future if they find a better source or manufacture and test them themselves.
This is where the good customer service falls apart. The owner of the franchise is there and point blank refuses me a refund before even listening to anything I have to say. I state that it has been ongoing for 2 months and that we have had to go elsewhere in order to have any working printer in the school at all and that his products have not been fit for purpose.
He did not introduce himself to me and is not apologetic at all. He says he has ordered this new set out of his own pocket and that I must wait for them to arrive and accept them and that SOGA says so.
I state FIRMLY that we have already tried 2 replacements and that time is up and I need a refund.
He tells me, standing two steps above me in his back office, that there are ways of speaking to people to get what you want and that I will have to take him to court to get the money!
He tries to track the new cartridges on his computer and fails.
There is a lot more detail but about how awful this man was to me and how he contradicted himself many times but that is not pertinent to the story.
He tells me I will get a phone call before the end of the day stating when the new toners will arrive – this didn’t happen.
Where do I stand on this long story not so short?
If I am due a refund how do I get this across to this man who refuses to listen to reason.
0
Comments
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How did you purchase the cartridges. Was this a business purchase on behalf of the school or did you buy them privately?0
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Sorry but that post is too long winded to read, just keep to the points0
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Neilmcl - they were bought through the school using purchase order and invoiced, paid for by the county council
Neverindebt - the most important points are underlined - 2 months still nothing usable0 -
NeverInDebt wrote: »Sorry but that post is too long winded to read, just keep to the points
I thought it read perfectly well!!
If the owner isn't willing to listen, the only option will be to go via the small claims, which may seem daunting, but if you say what you've said here, it shouldnt be a problem. You have been quite calm.
I would suggest that all contact between you should be in writing now (so that you have a paper trail).0 -
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Miniemma, I would send a recorded delivery letter to this shop stating that they have 7 days to issue with a full refund, as the two replacements that you have been given to replace the initial faulty unit are both also faulty, and you no longer have any confidence in their product as it is not fit for purpose.
Go on to say that if you haven't received a full refund in 7 days, then you will be starting a small claims procedure against them to recover the funds.
NeverInDebt, if you can't be bothered to read a post, then don't bother posting.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
NeverInDebt wrote: »Sorry but that post is too long winded to read, just keep to the points
I disagree - if you can't be bothered to read, then don't bother to post. The OP was well written with very clear punctuation and good spelling. It was also all pertinent to the issue in hand.
OP, I second Ollie's Dad (and subsequent) advice.0 -
Thank you all for your replies. Sorry I had to post and run earlier, I needed to get it off my chest before I could go out and get on with the rest of my day!
So, the general consensus of opinion is that I have a valid claim for a refund
I shall write a letter and send it recorded delivery as pinkshoes suggests. I especially like the phrase "no longer have any confidence in your product," that's perfect, thank you 0 -
Refund received today.
Just a cheque in an envelope! We had to guess who it was from!0
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