From a shops point of view

Markb06

Today we had a woman come in to our store (Maplin Electronics) saying her CCTV was not working correctly. She said she had to get some footage off the hard drive but could not do so. The footage was needed by the court and police for a disturbance at her property.

The CCTV was bought in 2008 and she claimed the contract was with us and we should fix it or refund her. She was moaning about how we should not send it off to our repair centre and fix it there and then and she needed the footage asap.

Just curious to what people on here think about this?

Cheers

gordikin

After 6 months she has to prove it's an inherent fault. What contract?

shellsuit

After 3 years?! I don't think so! Cheeky moo...

Markb06

gordikin wrote: »

After 6 months she has to prove it's an inherent fault. What contract?

I think she might of been watching Dom a bit to much and seems to think because she bought it from us 3 years ago she still has a contract with us

halibut2209

Well, the contract is still with you, but the terms of the contract have changed given the six month point. It's up to her to prove that the product is faulty as opposed to you.

But on a point of principle, I shall hope she wins as I've found that Maplin's customer service is one of the worst known to man.

Markb06

halibut2209 wrote: »

Well, the contract is still with you, but the terms of the contract have changed given the six month point. It's up to her to prove that the product is faulty as opposed to you.

But on a point of principle, I shall hope she wins as I've found that Maplin's customer service is one of the worst known to man.

Well we offered to fix it her in store for her. But perhaps if we are not good in customer service we should tell her to sling her hook

paddyrg

It is quite possibly because in order to make them cheap, those recorders sold as a part of the Maplin kits are a royal PITA to extract footage from. Weird file format, interleaved frames, and a horrible UI to set the from/to export times, with limited support for USB devices to copy to. I learnt this the hard way - I am very techie, took me all day. Works but is just horrible to use right when you need to extract stuff. As such, no refund for faulty goods, just sympathy for shoddy design.

halibut2209

Markb06 wrote: »

Well we offered to fix it her in store for her. But perhaps if we are not good in customer service we should tell her to sling her hook

Then you'd be the first Maplin store I know to fix "in store". Everyone I know with a problem with a Maplin's product are blankly refused a refund or replacement, and without their product for weeks on end as it's sent away.

But your second sentence is pretty much what I'd expect to hear.

Markb06

halibut2209 wrote: »

Then you'd be the first Maplin store I know to fix "in store". Everyone I know with a problem with a Maplin's product are blankly refused a refund or replacement, and without their product for weeks on end as it's sent away.

But your second sentence is pretty much what I'd expect to hear.

We quite often try our best to fix a problem in store so the customer does not loose out. But some things we cannot test so it has to be sent off. If its within 28 days and its faulty we do refund or exchange. We let the customer choose.

I cant speak for any other Maplin but we do try our best if we can

Darksun

Even if it is a manufacturing fault and she can prove that, she still can't demand it to be repaired there and then (obviously that's not always possible). You have a reasonable period of time in which to repair the unit or arrange a suitable replacement.

Even if you could repair it there it probably wouldn't have helped her as the footage would likely be inadmissible due to a break in the audit trail

Mupette

Never had a problem returning goods to Maplin.

But then again i always remember my p's n q's.