I'm APPALLED with Dixons customer service

TractorGirl327

We ordered a Samsung LCD TV from Dixons and it was delivered on Thursday 1st February. It was immediately obvious there was a fault, when you switch it on, the picture doesnt always come on, you have to switch it off and on several times (over 30 on one occasion this week) before it comes on.

So I rang last Monday and eventually was given an "Exchange Authorisation number" and was told they would call me back within 48 hours to arrange delivery of the replacement TV and collection of the faulty one.

I rang again on Thursday, and again on Friday, to be told it now could be anything up to a week before they called me back.

Anyhow they have just rang - almost one week later - with a completely new plan - instead of delivering the new one and taking away the faulty one at the same time, they are going to send in the post some DHL stickers, we have to return the faulty TV to them and once they have received it they will send out the replacement.

Well, I went off one one! For a start, why did it take them almost a week to call me back when they promised it would be within 48 hours, and secondly, why couldnt they have told me on Monday (or Thursday, or Friday, when I rang to chase them up) that it was their policy to send DHL stickers rather than do an exchange like I was promised?

The bloke said they didnt know at the time that Head Office would say to send the stickers. So I said to him "So you dont know your own company's policy on returns then?" and he said "I do, the other people you have spoken to obviously dont!"

I am so mad, so I have now said to them OK, send the bloody DHL stickers, I will return it and then you can give me my money back and I'll order it from a different company that values me as a customer and doesnt treat them like !!!!!! !

Good job I havent advertised our old TV on Freecycle yet or we wouldnt have anything to watch in the meantime!!!

So, can anyone recommend an online TV retailer? The TV we want is the Samsung LE26R74

advent1122

Take it back to the store and get a refund.

hollydays

cant recommend one,but for price you could try posting a deal request on hotukdeals

TractorGirl327

advent1122 wrote:

Take it back to the store and get a refund.

Sadly we bought it online and Dixons dont have any stores anymore :mad:

darkcloudi

caroleanneclark wrote:

Sadly we bought it online and Dixons dont have any stores anymore :mad:

Dixons have been rebranded as Currys.digital. You can take it back to Currys / Currys.digital as there the same company.

TractorGirl327

darkcloudi wrote:

Dixons have been rebranded as Currys.digital. You can take it back to Currys / Currys.digital as there the same company.

I did ask them on Monday if I could take it back to our local Currys (5 mins down the road) for a refund or replacement and they said no, as we'd ordered it online, we had to send it back :mad:

deanos

darkcloudi wrote:

Dixons have been rebranded as Currys.digital. You can take it back to Currys / Currys.digital as there the same company.

No you cant, they operate as seperate companys

kuohu

In your earlier thread on this subject you said that they didn't do exchanges and that an 'engineer' would call...?

TractorGirl327

kuohu wrote:

In your earlier thread on this subject you said that they didn't do exchanges and that an 'engineer' would call...?

I know, I think they are making it up as they go along!!!

p1an0player

There are Dixons tax free branches in airports.. probably only air-side though..

blackste

had a bad experience buying a samsung tv from dixons myself. i ordered mine just after xmas, and used the 12months buy now pay later. was accepted for credit on 2nd of january. called to find out when i would be getting my tv, and was told finance was not in place yet. called h.f.c. bank, who do dixons finance, and was told that my application was not an account yet. call back in a few days. did ever 3 days, until14th of jan, and the emailed dixons c.s telling them if they did not sort my t.v. by wed 18th, i was cancelling my order, and would take my debt elsewhere. got no reply, so phoned on the wednesday. was told there was still no word on the finance. called hfc and was told my application was still not an account. asked how long, and they told me it COULD be early feb, but not definate. rang dixons and cancelled my tv, they never sounded in the least bothered. ordered a new t.v. from AJ electronics the same model was £30 cheaper now. this was at 12.30 pm. took my son to baby gym the next morning, and was rudely disturbed by a phone call from city link, outside my house at 10am with my new t.v. couldnt believe it. top service.
will never use dixons again. very poor company.