Index.co.uk - warranty problem

jgpearse

I bought a trampoline from Index via the internet last August. A part of it is faulty and rather than replace the part the whole item needs to be returned. I have now had to wait in for 3 days and the trampoline has still not been collected. I can't get a refund until it has been collected. I am really annoyed and wondering how best to tackle this. Any ideas?

Downsizing__for_sanity

I don't know whether it's an internet-only item and not stocked in stores, but I used to work for them and the customer service staff always tried to help customers with problems, even if they hadn't bought via the shop. Try giving the manager of your local store a ring, or go in person, as they will have contacts at head office who will be able to push things along for you. Be nice and reasonable and not ranting - customer service staff get sick of being shouted at and anyone who was decent to me ended up getting better service than the customers who swear at you as if you'd deliberately damaged their goods yourself!!

jgpearse

I am pleased to say the trampoline was picked up today. Fourth day waiting in was successful. I did manage to get it all sorted without any ranting and raving and swearing which may make you feel better but gets you nowhere. The store was my next port of call if it did not get picked up by the weekend. If I hadn't had to cancel my credit card last week and the thing wasn't so heavy I would have tried it sooner. I think the problem was a communication problem between Index and the courier company and within the courier company, eventually they seemed to meet.