Refused exchange on a Samsung tablet from Currys

Money-Saving-King

SuperHan wrote: »

Don't make a scene.

Ask nicely.

Ask for a manager. If they still refuse, speak to customer services.

Making a scene will just make the staff less likely to want to help you. When I worked in customer service, I always made a point of offering the least convenient remedy to any customer who was unnecessarily angry and/or made an incorrect reference to "their rights"

This is completely true. People who say make a scene have obviously never worked in a customer service job therefore have no idea how to go about getting the best outcome and just guess that making a scene will be the best way. It isn't as said above you'll get no good will outcome and just the bare minimum they have to legally do. Try being nice & you'll get much further.

Trying to do some Phil Mitchell act could even get you arrested if you threaten or intimidate.

mattyprice4004

Pro advice above. Don't be a knob or you'll be escorted out of the shop (I've done this many times to customers who think the best way to get what they want is to kick off).

Totally agree with you on the tablet clearly being used though.

Esqui

It sounds to me like the person at the store missed the obvious point, and assumed you were trying to return it because you've changed your mind and opened it. Here's some options that spring to mind:
- Try again with a different colleague or different store. One person's error shouldn't be repeated by someone else.
- Do a factory reset on the tablet and set it up from scratch. If it's a 7-inch tab, you will have a few weeks to wait before they are back in stock, so if you like the tab, keep it. Do email them though, you could offer to keep the tablet....for a reduced price, of course.


And, as I'm surprised has not been pointed out, if you didn't purchase the tablet, you have no contract with them.

Slowhand

Esqui wrote: »

... And, as I'm surprised has not been pointed out, if you didn't purchase the tablet, you have no contract with them.

I did notice that it wasn't the OP that bought the tablet, but I'm sure most decent retailers would be happy to deal with the father given that it was the boy's mother who bought it. However what I was forgetting was that the retailer is Currys. Currys have messed up here not the OP. If they insist on dealing with the boy's mother they would be guilty of reaching a new low.

Money-Saving-King

Slowhand wrote: »

If they insist on dealing with the boy's mother they would be guilty of reaching a new low.

For some reason it seems bizarre to describe a retailer wanting to do things by the sale of goods act as a new low.

Slowhand

Money-Saving-King wrote: »

For some reason it seems bizarre to describe a retailer wanting to do things by the sale of goods act as a new low.

I would find it bizarre if a retailer that sold a second hand item as new would use the letter of the law and insist in dealing with the mother rather than the father. Currys created this problem....they shouldn't add to it.

pedgepuk

Thanks to all that replied.

So, on Saturday I popped to the Currys store with the mother and asked to speak to the manager.

After explaining that the device had been used he then said that the device hadn't been used but had been set to have the Currys special "Christmas Set Up" with added games etc. This was an additional charge of £20 which was on the receipt. I hadn't noticed this nor was the mother explained at the time of purchase as to what would be different on the device. To be honest, I would have never paid an extra £20.

Anyway, since the tablet was locked out, they spent an hour trying to access the device to remove the account and everything else that looked as being in a "used" state, but failed. I wasn't being kept informed whilst I was in the store as to what was going on and why the KnowHow guru was taking ages in some back room.

When I stated the problem with the device being locked out because Currys failed to remove the GMail account (which had now locked the device) and asked for an exchange or refund, the manager refused and said you can only get an exchange or refund if it's faulty. Errr... excuse me?! Currys added an account and failed to remove it upon the "Christmas Set Up" and now the device is locked. He went on about sending it to Samsung to get it flashed and I demanded a refund.

I kept my cool but with the manager now fobbing me off with some rubbish I wasn't having it.

Anyway, after 75mins he agreed to a refund as they had none in stock!

On top of this I received the following email from Currys Customer Service this morning:

"Dear Sir or Madam

Thank you for your recent email dated on the 8th of January 2014. I do apologies for the late response.

Thanks for getting in touch with us.

Thank you letting us know about your experience with us. I’m sorry that you did not receive the service we would expect from members of our team. We’ll be sharing your comments with the Manager, so that we can make improvements to our customer experience.

Cause the product has been purchase from store you have up to 21days from purchase to send this back, cause the product been opened thats why they can't exchange it. Best to go to your local store and tell them your situation. I do apologies for any inconvenience this may have caused.

For more information please feel free to contact us back.

Kind regards,

Waheed
The KNOWHOW™ Team "

visidigi

"Cause outsourcing is SO good for Customer Experience"

Glad you got a refund....

pedgepuk

visidigi wrote: »

"Cause outsourcing is SO good for Customer Experience"

Glad you got a refund....

Yeah so good that Mr Waheed read my original email really well. Shame his grammar isn't up to the "cause" or "coz" or is it "cos". I reckon he should have just sent me a text message instead... txt spk

Jakg

visidigi wrote: »

"Cause outsourcing is SO good for Customer Experience"

Glad you got a refund....

All CS at Dixons Retail is in-house. Depressingly (given the standard of that reply).