Returning a record player.

Ozzmoz

My girlfriend bought me a 'steepletone' record player for Christmas direct from the 'uk-jukeboxes' website. She purchased the item in November, and she emailed them to make sure if I wasn't happy with it, I'd be able to return it for a refund.
So I wanted to return it not because I wasn't happy with it, but because it wouldn't play records correctly as it skipped and stuck on new records.
I know I'm not entitled to a full refund but the last email they sent me was saying they would need the order number from the original order, so I emailed them last Saturday. So far I've sent 8 emails with no reply, and I cannot ring them as their phone lines are closed. The customer service has been absolutely terrible.
Just looking for some advice as to what I can do next?

tomwakefield

You could try contacting them on social media (both Facebook and Twitter are shown on their website). Much harder to ignore dissatisfied customers if it's all public.

Ozzmoz

Cheers mate, I'll try it.

unholyangel

How did she pay for it and how much did it cost?

Ozzmoz

She payed for it on debit card, and I think it was around £140 inc postage costs.

unholyangel

Ozzmoz wrote: »

She payed for it on debit card, and I think it was around £140 inc postage costs.

Not sure how successful a chargeback attempt would be. Might be worth looking into with her card issuer though.

All else fails, write to them at their postal address.

You may be able to argue the player is faulty (if it is skipping and not due to the records) in which case I'd expect a full refund - including any postage incurred in returning the item to them.

Ozzmoz

I'm going to get in touch with trading standards tomorrow to see what they can suggest, it's getting pathetic now.

I told them the item was faulty and the emailed back with nothing more than 'the item is not faulty!!' As I said, poor customer service. So I took videos of records skipping on it incase they say it isn't faulty.

Thanks for you suggestions mate.

mikb

Ozzmoz wrote: »

So I took videos of records skipping on it incase they say it isn't faulty.

I wonder what happens if you put clips of their product failing to work on YouTube, along with the model, manufacturer's name as tags ... ?

Just a thought.

As long as you're sure you've set it up right (any adjustments for stylus weight and tracking/anti skate -- if it has them!)

I do know someone that had a "semi pro" deck (clone of a classic Technics DJ deck) that was set up by the shop, totally wrong of course. It skipped and the needle went into orbit on the slightest wobble because someone had put the counterweight on backwards.

Duh.