trying to get a faulty product returned

mac9091

Hello there, im sure someone can advise me with what i can do/complain about with regards to the problems i have been having trying to return an item. Im sorry its a bit of a long read

OK here goes: I bought a Powertraveller Power gorilla on the 09/10/11 and when i received the item it was faulty (would charge, wouldn't turn on). I contacted the retailer via email as i was out in Kenya on exercise with the Army and would not be returning till the middle of November. I was told that it would not be a problem if i waited until i had returned to the UK to sort the replacement out, slightly annoying but not a major problem.

I got back and arranged for the item to be collected on Monday the 28st November (they could not provide a specific time so it was between 8 and 5), no one turned up, so i arranged for collection on the Wednesday (30/11/11), again no one turned up. Phone calls and complaint later collection was arranged for the Monday (05/12/11), guess what no one turned up. Although this time i did phone up on my lunch break to check that someone would be out only to be told that collection had never been arranged for that day and that it would be Wednesday 07/12/11 before someone could collect.

Finally someone came out but could not take the package away as i had not been given a return number or address to sent it to. Now before anyone jumps on me, i asked during my 1st phone call if there was anything i needed to know and/or do before the item was collected and i was told "no just make sure everything is there and that it is in its original box".

So to summarize: 3 appointments were made to collect the item and no one turned up, 1 wasted appointment and 4 days a total of 36 hours where my wife had to sit in the house waiting for someone not to turn up.

As my wife is self employed she hasn't lost out on earnings due to working her own hours but surely we should be entitled to something for the hassle that has been caused? I sent an email of complaint but i appear to have been ignored now as the only response i got was one stating that they needed more information from me (name, address, order number) even although they were provided in the original email of complaint.

Any help is appreciated as i am useless at complaining correctly.

Thanks

SharkyGeorge

Hi there

This isn't a massive help but my advice is always complain by post (recorded delivery to show you're super serious) and write up to three times - eventually they'll send you something as a 'gesture of goodwill[' just to go away. Keep the letters extremely disappasionate and put down as many facts as possible (e.g. dates and times including dates and times of phonecalls). It's a pain but worth it in the end, especially to make the point that customers shouldnt be treated like that.

Good luck!

mac9091

yeah my problem is i dont have the patience, i start off good, keeping the records then after a while i slightly lose the rag and dont bother chasing it up.