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Thinking of trading in your old tv for a Sony at Currys..think again, they lost mine!
txjockey
Posts: 8 Forumite
5th June 2010
Mr John Browett
Chief Executive
DSG International PLC
Maylands Avenue
Hemel Hempstead
Herfordshire
HP2 7TG
Dear Mr Browett
I am writing to you today to make a formal complaint about the service I have received from your store at Leeds Road in Huddersfield, West Yorkshire (No 2264).
Before I go into the complaint let me outline the chronology of events. About 2 weeks ago I visited your store in the Trafford Centre, Manchester. We were browsing for a new HD TV and were kindly served by Mark (a fellow Welshman). He spent a good time with us answering various questions and suggesting options on TV’s. In the end we opted for a Sony 40” Bravia KDL40EX403U (with Bravia Internet Video). We wanted to take it away that day as we had the car but Mark advised they didn’t hold stock at the store and that it had to be delivered from the local LDC. On this basis I made the purchase (along with 2 x HDMI leads, a Sky HD installation and your extended warranty) and arranged delivery for the 30th May. In between then and the 30th I had also spoken to Sky and arranged for them to attend the day after on the 31st May. Part of the deal that I arranged with Mark was that he was going to accept my Phillips 37” CRT in part exchange and would give £100 off the value of the Sony.
Fast forward then to Sunday 30th May and my partner accepted a delivery from you delivery staff at the above address. This is where the problems started! Firstly Im told that the driver wasn’t prepared to take my old TV away (despite the despatch note stating a WEEE collection was to take place). However in the end he did take it. Secondly and perhaps more importantly he delivered what I thought was the wrong model, in this case a Sony 40” Bravia KDL40EX401U (without Bravia Internet Video). I didn’t realise this until I unpacked the TV and on discovering it I immediately called your customer care number. I explained the situation and was put through to Mark in Manchester to discuss it. In fairness to Mark he was again very helpful and apologised that the model I had been sent didn’t have the internet capability although he had been trained to believe it had. I thought this was refreshing honest and was quite happy to accept this.
However when all was said and done this wasn’t the TV I wanted, and given that Sky was due the next day I had to get a TV sorted out. While waiting to speak to Mark I was browsing your website and thought I might like to change what had been delivered to a Samsung UE40C5100 which I am now the proud owner. Rather than getting the wrong set picked up etc and re ordering through Manchester I asked Mark if I could simply return it to Leeds Road in Huddersfield and then choose another set. He called Leeds Road and checked and this was ok. Mark called me back to advise me to go to the store and ask for a member of management. I visited the store and spoke to Dave. I briefly explained the situation and was then placed in the care of Rob, one of his salespeople. We discussed having another Sony but again the LDC issue came into play again so this out of the question. After some discussion I opted for the Samsung. It was in stock and I could take it away there and then. Now as you know Mr Browett Samsung do not offer a part exchange scheme unlike Sony. Initially it was thought that my old TV couldn’t be returned because it would have been shipped away from the LDC quite quickly but bearing in mind the delivery had happened only hours earlier Rob called the LCD (in Leeds I think) who advised him the driver has not returned to depot. This happened around 15:00. He was further told the driver would be asked to return my old set to the store. Rob said he would arrange for onward delivery to me. On this basis I agreed to go ahead with the purchase and finalized the purchase.
Fast forward to Thursday 4th June and I received a message on my mobile from one of your staff stating my TV was now in store. My partner visited the store on Friday 5th June to arrange onward delivery. Now Im not party to the conversation as I was sadly in work and couldn’t be there. However it turns out that the TV they have in store is a Sony Rear Projection set. Apart from the fact it’s not my old set it is also very expensive to run and very big. Given the size of my property this would be totally the wrong set for me I was dumfounded that your staff were trying to palm it off on me and my partner! There were numerous calls between me and my partner about this and in the end I spoke to Jackie at the Leeds Road store by phone. We discussed the situation and she denied there was an error on the stores part and refused to offer me any sort of compensation for the loss of my TV which I was led to believe would be returned to me. Given the amount of time that had passed she also told me I would never get my old set back now. On this basis I advised her that I believed I should be compensated by at least the trade in value agreed with Mark, that is £100, after all the store did lose my set! She refused this. I even asked for a credit note, but again this was refused even though I re asserted it was her position to sort it out.
On speaking to my partner later on that day there was even an assertion made that she had lied to Curry’s staff re the make of the TV I traded in! I can prove the make and model of the TV as I brought it in that very same store some 4 years earlier! Rob was also overheard saying he wished wed gone back to Manchester to sort this problem out, as a customer of large retail chain such as yours I believe I can use whichever store is best for me, not for you! During the sale process in store reference were also made to store profit and loss when I asked for a discount bearing in mind my old TV may never be returned (this was before a call was made to Leeds LDC to confirm it was going to be returned) As a customer why should I care about your profit and loss between stores?
So following the chat with Jackie I phoned Customer Care in Sheffield and spoke initially to Chez. She seemed to be quite helpful but in the end made the same comments as Jackie did earlier. I then asked for you name and address as I wanted to escalate this further. Chez then invited me to speak to a Supervisor, his name was Ryan. Again he seemed quite helpful and on hearing my story said he’d need to refer it further. This was agreed at about 16:00 yesterday. He promised me a call back on my mobile within 24 hours. It is now 16:00 on the 5th June and I have not heard from your staff again!
Mr Browett, my point is simple - I purchased a TV from you, the model supplied was not the model I ordered. As part of this deal I traded in my old set. However since the model was wrong I exercised my consumer right to amend or cancel the order. I amended the order on the basis I would get my old set back. This hasn’t happened and as time goes on I feel will never happen. I feel your company has two choices –
I believe that you have an obligation to look after customer’s property in case this type of event happens, such as order errors or a clear change of mind. In my case you haven’t done this and I feel badly let down. I am a regular customer of Dixons Store Group but given the experience I have had recently and I don’t feel comfortable using you again, especially for home delivery items and trade in’s!
Please contact me as soon as possible to discuss what you are going to do to put this mess right, in the meantime I have copied this letter to West Yorkshire Trading Standards and BBC Watchdog who Im sure will be happy to take this up on my behalf. I will also consult my union solicitor on the legality of the whole course of events.
Mr John Browett
Chief Executive
DSG International PLC
Maylands Avenue
Hemel Hempstead
Herfordshire
HP2 7TG
Dear Mr Browett
I am writing to you today to make a formal complaint about the service I have received from your store at Leeds Road in Huddersfield, West Yorkshire (No 2264).
Before I go into the complaint let me outline the chronology of events. About 2 weeks ago I visited your store in the Trafford Centre, Manchester. We were browsing for a new HD TV and were kindly served by Mark (a fellow Welshman). He spent a good time with us answering various questions and suggesting options on TV’s. In the end we opted for a Sony 40” Bravia KDL40EX403U (with Bravia Internet Video). We wanted to take it away that day as we had the car but Mark advised they didn’t hold stock at the store and that it had to be delivered from the local LDC. On this basis I made the purchase (along with 2 x HDMI leads, a Sky HD installation and your extended warranty) and arranged delivery for the 30th May. In between then and the 30th I had also spoken to Sky and arranged for them to attend the day after on the 31st May. Part of the deal that I arranged with Mark was that he was going to accept my Phillips 37” CRT in part exchange and would give £100 off the value of the Sony.
Fast forward then to Sunday 30th May and my partner accepted a delivery from you delivery staff at the above address. This is where the problems started! Firstly Im told that the driver wasn’t prepared to take my old TV away (despite the despatch note stating a WEEE collection was to take place). However in the end he did take it. Secondly and perhaps more importantly he delivered what I thought was the wrong model, in this case a Sony 40” Bravia KDL40EX401U (without Bravia Internet Video). I didn’t realise this until I unpacked the TV and on discovering it I immediately called your customer care number. I explained the situation and was put through to Mark in Manchester to discuss it. In fairness to Mark he was again very helpful and apologised that the model I had been sent didn’t have the internet capability although he had been trained to believe it had. I thought this was refreshing honest and was quite happy to accept this.
However when all was said and done this wasn’t the TV I wanted, and given that Sky was due the next day I had to get a TV sorted out. While waiting to speak to Mark I was browsing your website and thought I might like to change what had been delivered to a Samsung UE40C5100 which I am now the proud owner. Rather than getting the wrong set picked up etc and re ordering through Manchester I asked Mark if I could simply return it to Leeds Road in Huddersfield and then choose another set. He called Leeds Road and checked and this was ok. Mark called me back to advise me to go to the store and ask for a member of management. I visited the store and spoke to Dave. I briefly explained the situation and was then placed in the care of Rob, one of his salespeople. We discussed having another Sony but again the LDC issue came into play again so this out of the question. After some discussion I opted for the Samsung. It was in stock and I could take it away there and then. Now as you know Mr Browett Samsung do not offer a part exchange scheme unlike Sony. Initially it was thought that my old TV couldn’t be returned because it would have been shipped away from the LDC quite quickly but bearing in mind the delivery had happened only hours earlier Rob called the LCD (in Leeds I think) who advised him the driver has not returned to depot. This happened around 15:00. He was further told the driver would be asked to return my old set to the store. Rob said he would arrange for onward delivery to me. On this basis I agreed to go ahead with the purchase and finalized the purchase.
Fast forward to Thursday 4th June and I received a message on my mobile from one of your staff stating my TV was now in store. My partner visited the store on Friday 5th June to arrange onward delivery. Now Im not party to the conversation as I was sadly in work and couldn’t be there. However it turns out that the TV they have in store is a Sony Rear Projection set. Apart from the fact it’s not my old set it is also very expensive to run and very big. Given the size of my property this would be totally the wrong set for me I was dumfounded that your staff were trying to palm it off on me and my partner! There were numerous calls between me and my partner about this and in the end I spoke to Jackie at the Leeds Road store by phone. We discussed the situation and she denied there was an error on the stores part and refused to offer me any sort of compensation for the loss of my TV which I was led to believe would be returned to me. Given the amount of time that had passed she also told me I would never get my old set back now. On this basis I advised her that I believed I should be compensated by at least the trade in value agreed with Mark, that is £100, after all the store did lose my set! She refused this. I even asked for a credit note, but again this was refused even though I re asserted it was her position to sort it out.
On speaking to my partner later on that day there was even an assertion made that she had lied to Curry’s staff re the make of the TV I traded in! I can prove the make and model of the TV as I brought it in that very same store some 4 years earlier! Rob was also overheard saying he wished wed gone back to Manchester to sort this problem out, as a customer of large retail chain such as yours I believe I can use whichever store is best for me, not for you! During the sale process in store reference were also made to store profit and loss when I asked for a discount bearing in mind my old TV may never be returned (this was before a call was made to Leeds LDC to confirm it was going to be returned) As a customer why should I care about your profit and loss between stores?
So following the chat with Jackie I phoned Customer Care in Sheffield and spoke initially to Chez. She seemed to be quite helpful but in the end made the same comments as Jackie did earlier. I then asked for you name and address as I wanted to escalate this further. Chez then invited me to speak to a Supervisor, his name was Ryan. Again he seemed quite helpful and on hearing my story said he’d need to refer it further. This was agreed at about 16:00 yesterday. He promised me a call back on my mobile within 24 hours. It is now 16:00 on the 5th June and I have not heard from your staff again!
Mr Browett, my point is simple - I purchased a TV from you, the model supplied was not the model I ordered. As part of this deal I traded in my old set. However since the model was wrong I exercised my consumer right to amend or cancel the order. I amended the order on the basis I would get my old set back. This hasn’t happened and as time goes on I feel will never happen. I feel your company has two choices –
- Return the TV I traded in and not some other customers set which is not suitable
Or
- Pay £100 compensation (as per the original deal)
I believe that you have an obligation to look after customer’s property in case this type of event happens, such as order errors or a clear change of mind. In my case you haven’t done this and I feel badly let down. I am a regular customer of Dixons Store Group but given the experience I have had recently and I don’t feel comfortable using you again, especially for home delivery items and trade in’s!
Please contact me as soon as possible to discuss what you are going to do to put this mess right, in the meantime I have copied this letter to West Yorkshire Trading Standards and BBC Watchdog who Im sure will be happy to take this up on my behalf. I will also consult my union solicitor on the legality of the whole course of events.
0
Comments
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Correct me If I am wrong but you paid for sony
£ RRP - £100 (Trade In)
When you chose the samsung I assume it was either the same net price paid or you paid extra/got a refund? In this case therefore the £100 trade in has still technically been honoured albeit probably directly by Currys now.
From what you post you actually seem to want the £100 twice.0 -
Thats a long letter, nearly fell asleep0
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Massively long letter which in turn will get passed down the line for someone else to sort out. I agree that you should either get your TV back or £100 of a Samsung.
Why did you not go back to Mark and ask him to sort this out for you as he seems a decent person?
2 annoyances for me, 1) they could effectively tell which store to shop from by banning you from every other one (Yes I know they wouldn't do that but you putting it in your letter makes you sound a bit like an !!!!).
2)People that threaten Using Trading Standards don't realise that these major companies tend to have very good relations with Trading standards so it is not really a threat.
Oh a third one, people who use emotive language as well!The Googlewhacker referance is to Dave Gorman and not to my opinion of the search engine!
If I give you advice it is only a view and always always take professional advice before acting!!!
4 people on the ignore list....Bliss!0 -
Weirdlittleman wrote: »Correct me If I am wrong but you paid for sony
£ RRP - £100 (Trade In)
When you chose the samsung I assume it was either the same net price paid or you paid extra/got a refund? In this case therefore the £100 trade in has still technically been honoured albeit probably directly by Currys now.
From what you post you actually seem to want the £100 twice.
Thats how I read it.
If the OP wants a refund surely they should get the original amount paid + their TV back. Not an extra £100 too.
edit!
Nevermind, the OP has an OR in the middle! Just its in the middle of the post so I didn't see it!0 -
Why is the nationality of the Curry's sales assistant relevant in any way???"You were only supposed to blow the bl**dy doors off!!"0
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Just for another angle, I know the when you request your product collected for scrap, there's no real comeback, since you essentially placed no value on the product by requesting its removal. But I am not sure how this applies to the Sony Trade-In. The TV itself is not worth £100; but it was traded-in in return for £100 discount. This could be interesting.Squirrel!If I tell you who I work for, I'm not allowed to help you. If I don't say, then I can help you with questions and fixing products. Regardless, there's still no secret EU law.
Now 20% cooler0 -
Whilst I appreciate why you're asking for £100 back, I'm not entirely sure you're entitled to it in the event that they have lost the television (which seems likely). The formulation of damages for bailment (the legal term for someone having temporary control over the property of another) is based on simple loss. However, whilst you were effectively going to receive £100 for your television based on a trade in scheme, as you ultimately did not purchase that television the television failed to have that value. As I see it what they would need to pay you is the cost to replace the television with a similar model. I'm not entirely up to date (or, as it may be, backdated) on the value of CRT televisions, but my guess is that it is likely to be lower than £100.
It isn't, though it does lend weight to any assertion that the OP got more than a little carried away with that complaint letter. Of course the sheer length of the letter supports that too.maninthestreet wrote: »Why is the nationality of the Curry's sales assistant relevant in any way???"MIND IF I USE YOUR PHONE? IF WORD GETS OUT THATI'M MISSING FIVE HUNDRED GIRLS WILL KILL THEMSELVES."0 -
That's one of the worst letters I've ever read!
Babbling on about "he was a fellow Welshman" blah blah blah!
This is meant to be an official-sounding complaint to a national company for crying out loud does the world "concise" mean anything to you!
I'm surprised you didn't include your holiday plans for this year!
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I believe that you have an obligation to look after customer’s property in case this type of event happens, such as order errors or a clear change of mind.
You have no legal rights if you have a "clear" change of mind, unless an instore policy suggests otherwise.
The letter is far too long - short and sweet would be much more effective. Bullet points, less emotion and less colloquialism(sp?) should be the way forward.Thinking critically since 1996....0
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