Play.com (or Home Delivery Network) covering up damage!

piggeh

Received a new TV this evening. All looked quite well until I opened the box and took the TV out, only to discover that it has a large crack in the LCD screen just right of centre :mad:



A bit gutting at this point. Things can be damaged, just one of those things. So I decided to pack it back up and put back in the box. But wait a second, what's this?



:eek:

It seems there's been a hole punched in the side of the box! Now I'm a bit annoyed at this, surely someone would notice? It's not exactly a small hole, plus it's quite noticeable form the front..



Hold on a minute, where the hole is, there appears to be...what's this... SOME UTTER !!!!!!! HAS COVERED IT UP WITH A DELIVERY LABEL!

This REALLY annoys me! Not only has it been damaged, but then someone along the line, some dishonest, disrespectful miscreant, has tried to cover it up with no apparent regard for what condition the item is going to arrive in!

We wasted half the day waiting around for this item, now we have to wait around again for someone to pick it back up, and wait around again for a new TV to be delivered. I'm at a loss really. From what I gather, play are not the best customer service wise either, so I've decided to put this up to warn other people about the standards their warehouse/delivery network is falling to. It really falls below incompetence when someone tried to cover things up like this with apparently no thought on what experience the end customer will receive.

Any advice on how to deal with play and get some recompense for time wasted on this?

4743hudsonj

piggeh wrote: »

Received a new TV this evening. All looked quite well until I opened the box and took the TV out, only to discover that it has a large crack in the LCD screen just right of centre :mad:



A bit gutting at this point. Things can be damaged, just one of those things. So I decided to pack it back up and put back in the box. But wait a second, what's this?

:eek:

It seems there's been a hole punched in the side of the box! Now I'm a bit annoyed at this, surely someone would notice? It's not exactly a small hole, plus it's quite noticeable form the front..


Hold on a minute, where the hole is, there appears to be...what's this... SOME UTTER !!!!!!! HAS COVERED IT UP WITH A DELIVERY LABEL!

This REALLY annoys me! Not only has it been damaged, but then someone along the line, some dishonest, disrespectful miscreant, has tried to cover it up with no apparent regard for what condition the item is going to arrive in!

We wasted half the day waiting around for this item, now we have to wait around again for someone to pick it back up, and wait around again for a new TV to be delivered. I'm at a loss really. From what I gather, play are not the best customer service wise either, so I've decided to put this up to warn other people about the standards their warehouse/delivery network is falling to. It really falls below incompetence when someone tried to cover things up like this with apparently no thought on what experience the end customer will receive.

Any advice on how to deal with play and get some recompense for time wasted on this?

You dont have any rights to recompense for time im afraid, annoying but perhaps the situation will prompt a goodwill gesture, just return it under the sale off goods act asking for a replacement or refund.

sillywilly

I have bought a lot of things off Play and every single thing, including bulky items, have been sent with Royal Mail.

One thing that does annoy me with them is the amount of packaging they use. If I have ordered 3 DVDs and a memory card every DVD will be individually wrapped and boxed and so will the memory card. When they could have just as easily put everything in one package. Crazy waste of money IMHO.

I have also heard that because Play are based in Jersey then the warranty of any goods purchased is only 30 days instead of the usual 1 year or so.

I agree that CS is woeful for a company that bigs itself up as online retailer of the year 2008/9. Would be nice if they employed some CS staff that you could talk to!!!

Money_maker

The delivery label would have been printed off and placed on the parcel by the sender (play.com) not the carrier.

trumpton

I use Play for dvds etc, but will not use them again for electrial items or even anything that requires batteries. Sending something back is a lot of hassle, they take ages to repair stuff, and their customer service is none existent.

I think they make it difficult to return things to put you off doing so.

It looks pretty clear that the item has been damaged in transit so I don't see that there should be a major problem, it will just take a while to sort out. Keep a written record of all your dealings with Play, send stuff recorded delivery etc.

piggeh

Firstly sorry for deletion of pics - one had my address on. Last time I use photobucket as you delete the photo from your album but all links still stay live! Stupid system...

It was basically a big hole punched in the side of the box the warehouseman decided to cover up with the delivery label rather than check the contents. And I mean a big hole, fist sized basically. Pretty shameful.

I wrote a fairly long letter to the CEO of play, who escalated it downwards. Suffice to say I was told the warehouseperson was being given a talking to, they also gave me the tv stand for free which I ordered with the TV, despite the fact I went elsewhere for a TV in the end and asked for a refund on the TV from play.

So fair play to them - if you go to the top they were very quick to respond, and cant sniff at a £60 TV stand as a goodwill gesture.

Googlewhacker

Means you will use them again though won't it