Dixons Customer Service - Take your food round to your neighbour!

kuohu

pulliptears wrote:

Because I thought that dixons may use an ounce of common sense and courier a door to us, thus averting the problem altogether. As it is, they wont do that and have agreed to pay for food wastage caused by the changeover.

Cheaper to send the door methinks.

As you know, I am referring to the initial 6 hrs you'd have to wait anyway, even if the fridge-freezer had been undamaged.

And if they have agreed to pay for the food wastage caused by the changeover then that looks a perfectly reasonable response too.

pulliptears

And if they have agreed to pay for the food wastage caused by the changeover then that looks a perfectly reasonable response too.

Yes, it is reasonable. But an entire afternoon passed from department to department to sort this out was unreasonable.

Originally we asked Dixons about the standing time and were wrongly advised 2 hours. We stored our food from the old freezer in cool bags for this reason. It was only when delivery men said 6 hours we realised we had been wrongly advised. And, as I had originally said there was a further 4 hours of telephone wrangling to ascertain whether we could use the damaged freezer on top of that.

The 6 hours standing I was referring to was not for delivery of this freezer, I accept we were told wrongly by Dixons about this. My problem is with the 6 hours Ill have to wait when the new one is delivered.

As I said, it would be easier for them to send us the door, no food wastage and no hassle.

RightRevBod

When the new freezer arrives, just remove the door and swap it with your existing door. If you catch the delivery men before they drag it to the second floor, then they will probably be pleased to avoid having to lift if.

If you do not stop them in time, then the freezer is your property. It is your business what you do with it.

As you say, it is a three minute job to remove/rehang a door, so it should all be done within 10 minutes. If they are problematic, you or your other half could distract them while the other does the swap.

pulliptears

Update. Got home tonight to find a card from DHL. Went down to the depot and was given......




.....A box containing a replacement freezer door! It seems to have come directly from Zanussi. After all the banging my head against the wall with Dixons customer services it appears someone, somewhere has finally realised that this was the simplest soloution.

As I havent heard from Dixons or Zanussi Im assuming that this is the end of the matter. Freezer door is now fitted and perfect.

milkydrink

While I am not excusing you recieving a damaged "new" item.

I would NOT have signed for it till I checked it over, they need your signature, you should have made them wait for it.

Also, it is common knowledge that you can't turn a fridge/freezer on for a good 6 hours or more, that's standard for everyone.

So they have delivered you a damaged item, but they aren't saying you couldn't have used it till you get it fixed or replaced are they??


But you really can't blame them because you gave yours away before they delivered the new one.

pulliptears

I would NOT have signed for it till I checked it over, they need your signature, you should have made them wait for it.

As I stated, they shot before we could do anything about it. Unfortunate, but there you go.

Also, it is common knowledge that you can't turn a fridge/freezer on for a good 6 hours or more, that's standard for everyone

Again, as I stated not what we were originally told by dixons. They said 2 hours. Its not common knowledge. This is the first FF Ive actually bought new and I thought 2 hours was right, especially as this was what the store had advised.

So they have delivered you a damaged item, but they aren't saying you can't use it till you get it fixed or replaced are they??

Again, as I stated earlier, this is what we were originally told. We could not use the fridge freezer. Only after several hours and different departments did they agree we actually could.

But you really can't blame them because you gave yours away before they delivered the new one.

No, and I never have. Like I said, I dont have the space. However as I said I dont expect a £400 appliance to be delivered battered.

This matter is resolved anyway so i dont quite understand why you are going through problems that have already been addressed within the thread.

milkydrink

My point was they can't shoot out the door WITHOUT your signature.

pulliptears

My point was they can't shoot out the door WITHOUT your signature.

No they cant, and as I was unwrapping to inspect it DH signed whilst telling them to hold on while we checked it. Deliveryman said something about getting something from the van and vanished. Unless I chained him to the radiator there was little we could have done.

Cashbereft

Obviously a low regard for us service industry bods.
Any fool know, new fridge freezers need to stand. 2 hours to 24, depending on agitation during delivery (fridge, not you). Options. Dents don't make fridges stop working, therefore if you'd have put frozen stuff straight in and switched on after 6 hours food wouldn't be defrosted, since freezer compartment acts like a coolie bin. You could have retained your old fridge and had the scrap one taken away later after transfer of food (at least by the company I work for, and I suspect by others if you do but ask). You could have bought less food or run down the stock in your old fridge making transfer less necessary,or are you very far from a shop? You could have as already stated, worked as a team, and not signed until the item was fully unpacked and checked for dents or dinks. One dent is "battered" !!?? Sounds like a crisis became a drama of your own making.
Obviously the "muppets" weren't as daft as they looked, as after dragging your lightweight fridge up flights of stairs for you, probably one of many that day, through an undoubtably narrow ("we measured it") type passageway with apparrel and furniture strewn (you just sound unprepared to me), they accidently bruised it,probably on an unjammed doors handle, and realised that you would be totally unreasonable in your attitude, so having 20 more drops to get to they opted to leg it.
I find levels of service improve with attitude to staff. The customer isn't always right.
Beggin yer pardon maam but only a "muppet" would sign unchecked! (Doffs cap tugs forelock)

Whits

pulliptears wrote: »

No they cant, and as I was unwrapping to inspect it DH signed whilst telling them to hold on while we checked it. Deliveryman said something about getting something from the van and vanished. Unless I chained him to the radiator there was little we could have done.

I'll be completely honest here, I will do absolutely anything I can to avoid unwrapping a product for a customer but unfortunately, it is our (Comet) company policy to ask if they would like it doing.

In some circumstances, the customer doesn't want it unpacking due to perhaps a kitchen being fitted or taking it elsewhere. In this instance, I will write unchecked on the paperwork.

I can't believe that some delivery men will lie about getting something from the van and then just go, that is totally disgusting behaviour and it's what gives us all a bad reputation.