Very refusing to replace faulty item

Titromer

Hi there

I need a bit of advice please.

I purchased an Xbox One from Very on the 2nd October 2014, on the 8th November the Xbox One refused to turn on.

After troubleshooting and not solving the problem I contacted Very, the customer service person refused to arrange a replacement even though the product was just over a month old and told me to contact Microsoft. Microsoft confirmed what I already knew and that it’s Very’s responsibility to arrange to collect the faulty Xbox One and to send a replacement. I spoke to Very again and the customer service person is still saying that I need to contact Microsoft.

What can I do? As Very are fobbing me off here.

Catcherupper14

There is no point in my experience in complaining to a customer service person - they are not there for the customer and do not provide a service.


Write to the company - with COMPLAINT in big letters across the top of the envelope - and ask that the matter is resolved promptly. They are in breach of legislation. Highlight the training need for the customer service reps (although I doubt it will make any difference).


If this doesn't work contact trading standards and the CEO/chair of the company.


There is a website that gives the e-mail addresses of company bosses.


Also if they have a facebook page, post your problem on that.


Once upon a time I was very accepting of poor service - no more!


please let us know how you get on.

unholyangel

OP, write them a letter before action. Title it as such (letter before action), keep the letter simple and to the point. Your contract is with very, not microsoft and under the sale of goods act, it is them who are liable to provide redress, not microsoft.

Finish the letter by giving a 14 day deadline.

If you paid by credit card, you may also be able to make a section 75 claim from your card provider.

debbie6899

It is verys responsibility however it might be quicker to just send it to Microsoft yourself as that's all very will do. It's very unlikely you will get a replacement, very will most likely choose a repair which is why they are saying contact Microsoft. You can remind then it is their responsibility to send it away to Microsoft for you, or just to speed things up arrange the repair yourself.

OlliesDad

Just to add, Very are within their rights to attempt a repair instead. Have they offered a repair?

Fosterdog

In my experience with Microsoft (although this is for surface tabs not xboxes) is that they will only arrange the repair/replacement if it is booked and arranged through the microsoft account linked to the item, for very to get it sorted they would also need your username and password for your microsoft account to even book the repair. Personally I wouldn't want to give those details out and would just book it myself.

If a surface customer contacts me over the phone to book a repair I tell them this and give them the choice of booking it themselves at home or bringing the item into store where they can log into the account without giving me the details and I help them to make the booking and even use the store as the delivery and collection address if it is more convenient for the customer.

I won't take the details over the phone to book it for them because a lot of people link their cards to their accounts and we don't want to risk being accused if their account ever gets hacked which seems to be particularly common with xboxes

unholyangel

Fosterdog wrote: »

I won't take the details over the phone to book it for them because a lot of people link their cards to their accounts and we don't want to risk being accused if their account ever gets hacked which seems to be particularly common with xboxes

Thats part of the reason I really can't understand why microsoft have now made one account for everything. Yes its more convenient......for scammers to rip you off.

Its a huge flaw imo. You can now use your microsoft account to sign in just about anywhere. May as well just advertise your card details on your social media page - because thats about how secure they are if you use them in any way relating to microsoft.

Fosterdog

Apple are the same, so are android devices the main difference is I can book repairs with all other manufacturers as a retailer on behalf of the customer so only have to give minimal details and don't need access to their personal accounts to do it.

Helix

unholyangel wrote: »

Thats part of the reason I really can't understand why microsoft have now made one account for everything. Yes its more convenient......for scammers to rip you off.

Its a huge flaw imo. You can now use your microsoft account to sign in just about anywhere. May as well just advertise your card details on your social media page - because thats about how secure they are if you use them in any way relating to microsoft.

They require two factor authentication for anything payment related. So they would need access to your mobile phone too.

Fosterdog

Helix wrote: »

They require two factor authentication for anything payment related. So they would need access to your mobile phone too.

I've never seen them needing a mobile on top of a password to allow purchases, that's at work with customers surface tablets and OHs xbox at home. Maybe it's something that has to be turned on in the settings but not something automatically turned on. The initial setup sometimes requires a code to be sent to a phone or second email address to verify the account/new device but I've never seen it needed after that.

SuperHan

Fosterdog wrote: »

The initial setup sometimes requires a code to be sent to a phone or second email address to verify the account/new device but I've never seen it needed after that.

So somebody would need your device and password to hack your details, or your password, phone and another Microsoft device, as they would need your phone to verify their new device.