Not at all happy with Dixons aftersales service

TractorGirl327

Our new TV is faulty . We got it from Dixons and it was delivered on Thursday night.

When first switched on, the Samsung logo is visible briefly before the screen goes blank. Sound is heard but no picture visible. Changing channels, or switching to DVD , makes no difference. This morning I had to switch the machine off and on again over 20 times before a picture eventually appeared.

So I called Dixon's "After Sales Helpline" number - an 0870 number - and after being on hold for over 20 minutes the call was eventually answered , to be told I had to call another number to get an authorisation code for an exchange , then to call them back with the code.

So I call the second number , again an 0870 , this took over 10 minutes from the call being answered to me actually speaking to someone, to be told by some very stropped woman that "We dont do exchanges, Madam, I will arrange for an engineer to call". When I said I wasn’t accepting that, because we have only had it 2 days and I want a replacement, I had the phone put down on me.

So I've just emailed them because I'm not hanging on the phone any longer today, over 30 minutes at National rate is enough for me

I've told them that I ordered from them rather than one of the smaller companies online because I thought a larger company would be more professional but from my experience this morning their after-sales customer service is abysmal and their staff on the phone very rude. I have said I want a phone call back today to arrange the exchange.

I'm not holding my breath for the call .. but if it doesnt come, I will be making one very heated phone call to their Head Office tomorrow!

andyrules

Hi

If you don't get your call back, here's a link to the say no to 0870 website, worth trying the freephone.

http://www.saynoto0870.com/companysearch.php

TractorGirl327

Thank you . I knew about that website , but whenever I've used it , the number they give never seems to get me through to the right department that I need!

C_Ronaldo

caroleanneclark wrote:

Thank you . I knew about that website , but whenever I've used it , the number they give never seems to get me through to the right department that I need!

could you not ask to be trasnfered to the right person

surfcat

I would (if you can) just get the big box, take it back into their store, and plonk it right in the middle of the desk of the main sales / paying area. They'll move it quickly then!

TractorGirl327

surfcat wrote:

I would (if you can) just get the big box, take it back into their store, and plonk it right in the middle of the desk of the main sales / paying area. They'll move it quickly then!

Not a bad idea, but will they exchange it in store when we purchased online do you know?

Anthillmob

have you got the rght channel for viewing?

sorry not being funny but our new lcd tv when you switch it on pops up a program and then goes blank. you then have to select channel 6 from the remote in order to watch cable tv.

does this help?

deanos

surfcat wrote:

I would (if you can) just get the big box, take it back into their store, and plonk it right in the middle of the desk of the main sales / paying area. They'll move it quickly then!

Bit difficult as Dixons have no stores (except airports) and are now online only

furrypolka

I'd demand a refund if I were you.

The Sale of Goods Act gives consumers a reasonable time in which to reject the goods and claim a full refund. While this timescale generally isn't that long in most standard faulty goods cases (2-3 weeks), you will be well within this timescale.

After this time has passed, it is correct to say that the trader can offer either a repair or replacement and the consumer cannot demand one or the other. However as you are still within a reasonable time, I would remind them of this and state that if they do not replace the item you will simply reject it and ask them to collect it and refund you in full, including any delivery costs.

TractorGirl327

Anthillmob wrote:

have you got the rght channel for viewing?

sorry not being funny but our new lcd tv when you switch it on pops up a program and then goes blank. you then have to select channel 6 from the remote in order to watch cable tv.

does this help?

Thanks, but it's the fact that sometimes it works and sometimes it doesnt than convinces me something is wrong.

For example, yesterday morning, I switched it on, and the Samsung logo appeared briefly on the screen. I then got a split second of the programme that was on, and then the screen went blank. This was on a Freeview channel, so I tried switching channels .. I switched to DVD .. I switched to Sky .. it was the same on everything .. and I had to switch it off and on over 20 times before the picture came up and stayed up.

Still waiting for a reply to my email or a phone call this morning. I've hung on the phone for another 25 minutes this morning with no reply

moonrakerz

Is it surprising that Dixons and Currys came bottom of a recent poll amongst shoppers !

If I remember correctly, John Lewis was top.