Play.Com Customer Services

AndyAndyAndy

Hello All.
Apologies if this doesn't really belong in this section and for the long post.

I've recently had a bit of trouble with play.com and their lack of customer services. At the begining of the month (October) I ordered a CD and it arrived after roughly 10 or 11 days which I felt was quite long given the advertised "usually dispatched within 24 hours" stock level. Regardless I was just glad to have it. Upon playing it I realised that the tracks were in a different order to on the CD case and there was one missing. When I checked on their website the CD case agreed with play.com's website and also what I know to be the correct track listing for the CD. Given this I went through their on-line returns authorisation process and sent it back.

They recieved it, refunded my postage and dispatched a replacement. Happy days. When that arrived I was relieved to just have the CD and the problem sorted. Then I found the replacement had exactly the same issue as the first CD. Somewhat annoyed that it has been nearly a month to get a working CD (and that I still don't have one) I decided not to go through their on-line procedure and that I'd rather talk to a person about the issue. Here the fun and games begin:

I phoned their number and got through to an indian man (I have no issue with this although I do have an issue that he struggled to understand me, how can he provide customer service when he cannot understand what customers are saying). After a 15 minute conversation going round in circles with him offering to get a returns authorisation and me trying to explain I didn't simply want that I wanted to let them know that they have a faulty BATCH and to try to get them to realise this and deal with the bigger problem. I pointed out politely that I had now had 2 CDs with this issue and I had seen (after returning my 1st CD) that a reviewer on their site had had the same issue. Eventually after trying to get him to let me speak to a manager/supervisor and getting quite annoyed at his lack of understanding he put me on hold then agreed to "document a complaint so a record will be made" those were his words. RESULT!

Happy with this I was told I'd get an email in 24 hours with further contact information for the relevant department. 2 Hours later I get a returns authorisation number and instructions to return the product. :mad:

I know that I could just return it and hope for the best. I don't just want a refund because I really want the CD and it's a play.com exclusive. Any ideas on how to get through to someone with some power within customer services? worth another phone call to them trying to sort it before I send it back or just send it back? Put a note in with the CD and return it? Has anyone else had similar issues with Play??

Any help appreciated

Mickyk

Used to work there, the customer service is actually based in Belfast, but I would give up on the trying to get the bigger issue sorted, and just have a return and hope for the best, after so many returns they may stop and ask, why are so many of these coming back and then correct it.

forgotmyname

I had issues with them in august, Bought stuff from them for years without a problem.

I bought a few items for a phone, Care charger, Screen mount etc..

They sent the wrong mount, The charger was a cheapo one not the same spec as the one listed, Hard clear case
has sharp edges where it was removed from the mould.

They admitted the mount was wrong but tried to fob me off with the charger and the case.
Took several emails before they relented and issued a returns number.

Not the service i have come to expect.

Play.com_Customer_Service

Hi Andy

We’re sorry to hear about all the problems you’ve had with your order.

We’d be grateful if you could provide us with some order details so that we can investigate this issue and help get your issue resolved as quickly as possible.

Please feel free to post your order number or send us the information in a PM.

We look forward to hearing from you and apologise again for the inconvenience.

Thanks

Play.com

juno

I placed an order on 21st september. At that time the item was showing as "dispatched within 24 hours" and it still is. I emailed Play.com aweek ago and haven't received a reply.

ifonlyitwaseasier

i hope you got permission to post on here Play rep

porlock

I used to work in a record shop, and spend loads on Play (rubbish staff discount!) and have noticed that occasionally, CDs released in Europe are different to the ones we get in the UK - slightly different cover, extra tracks, different track listings, but the same barcode.

I have certainly had many of these different versions through Play before, and assumed it was because they operated out of the Channel Islands and could access either version, depending on suppliers.

I can see how this might be annoying if you are after a certain thing, but unfortunately, the CD you recieved doesn't come from a 'faulty batch', but a different version. As a result of this, you may find it difficult to get the 'right' version from Play.

This is what I understand, anyway, although I see that a member of Play staff is around and I would assume they could tell you whether this is correct or not!

forgotmyname

I do hope nobody actually contacts the so called play.com poster. Could be a scammer looking to steal your login details.

AndyAndyAndy

Firstly and most importantly Thanks for all the replies. I do not intend to PM 'play.com customer services' and have reported the abuse already as it is either a scam or not complying with the forum rules on company posts. Either way "sling y' hook!"

@Myckyk: I'm starting to feel that returning the CD might well be the best course of action. Having worked there could you confirm if they actually do have a system for documenting complaints as I was lead to believe. The fact that I was given a satisfactory solution that was not delivered is what annoyed me into wanting to take it a bit higher in all honesty but as time goes on, annoyance subsides and I think I might just return it and hope for the best.

@Porlock: I never considered that they'd have different CD versions due to where they're based but I don't think this is the issue. The CD case is not different. The issue is that the tracks on the disk differ from what's listed on the case. Surely if it was a different version the two would still match up and simply would be different to what I expected. Even if this were the case, play.com advertised the disk with a listing that I expect to receive; the delivery of a different version would still lead me to return the disk due to it not being what they advertised.