Issue Resolved

KuriousKittyKat

wealdroam wrote: »

OK, two issues here:

1) "it's OK for a store to block customers on social media".
If you were given that advice then I can see nothing wrong with it.

2) "it's OK for him to force a warranty with a purchase".
It certainly is OK for him to say "you must buy the 2 year extended warranty with it". Is that forcing? I would say not.



No they weren't.

I'm so confused, their Twitter account asks customers to contact them for support on orders, including products purchased. How is it then OK to block a customer after seeking advice as to why a refund - under their own company policy displayed on their site - is being refused? I wasn't rude, offensive or threatening at all.

I was advised by Customer Services at Game that their store manager should not be selling me products like this, I will stick to what they say as I'm sure they are aware with their own policies more than you or me. So in that regard, the manager is still in the wrong. Packages or bundles need to clearly be displayed on the shop floor if they are being promoted or sold in the store.. he can't just make up a package when he feels like it?

Cambie

KuriousKittyKat wrote: »

This post doesn't really offer any value to the forums, clearly, the majority of the comments here think I am in the wrong and the actions of the management are justified.

No - the majority of posts a just wrong/misinformed and not helpful.

"Empty vessels make the loudest noise"

wealdroam

KuriousKittyKat wrote: »

I'm so confused, their Twitter account asks customers to contact them for support on orders, including products purchased. How is it then OK to block a customer after seeking advice as to why a refund - under their own company policy displayed on their site - is being refused? I wasn't rude, offensive or threatening at all.

I was advised by Customer Services at Game that their store manager should not be selling me products like this, I will stick to what they say as I'm sure they are aware with their own policies more than you or me. So in that regard, the manager is still in the wrong. Packages or bundles need to clearly be displayed on the shop floor if they are being promoted or sold in the store.. he can't just make up a package when he feels like it?

You are posting on a Consumer Rights forum.

You do not have the right to post on a company's twitter, despite being invited to do so.

You do not have a right to insist that an employee adhere to company policy. The only right you have in this context is that they do not act illegally. Despite having "never been told this before", there is nothing illegal about bundling products in this manner.

Cambie

wealdroam wrote: »

2) "it's OK for him to force a warranty with a purchase".
It certainly is OK for him to say "you must buy the 2 year extended warranty with it". Is that forcing? I would say not.
No they weren't.

It's not that clear cut. If the manager gives the impression that the OP doesn't have any consumer rights unless he buys the warranty then it's definitely not OK. There are also certain conditions such as suitability, Treating Customers Fairly insurance back products must meet.

wealdroam

Cambie wrote: »

If the manager gives the impression that the OP doesn't have any consumer rights unless he buys the warranty then it's definitely not OK.

I agree entirely.

OP, did the manager give you that impression?

k3lvc

For a product in short supply where the store manager is controlled in the price he can charge then I actually applaud his ingenuity in bundling and creating a higher sale with his limited stock.

KuriousKittyKat

Cambie wrote: »

It's not that clear cut. If the manager gives the impression that the OP doesn't have any consumer rights unless he buys the warranty then it's definitely not OK. There are also certain conditions such as suitability, Treating Customers Fairly insurance back products must meet.

wealdroam wrote: »

I agree entirely.

OP, did the manager give you that impression?

Yes, that was the case.

Cambie

k3lvc wrote: »

For a product in short supply where the store manager is controlled in the price he can charge then I actually applaud his ingenuity in bundling and creating a higher sale with his limited stock.

Nonsense - I'm sure if HQ were aware of the manager mis-selling extended warranties, no doubt for his personal gain (commission), then he would be disciplined. He could bundle virtually anything with the console and sell it but he wouldn't make money unless he was receiving commission on warranty sales.

Manxman_in_exile

In your original post you said that the manager said you could only buy the console if you also bought the warranty, not that you wouldn't have any consumer rights without buying the warranty. Am I mistaken? I think those are two different things - the first might be ok, the second probably isn't.

k3lvc

Cambie wrote: »

Nonsense - I'm sure if HQ were aware of the manager mis-selling extended warranties, no doubt for his personal gain (commission), then he would be disciplined. He could bundle virtually anything with the console and sell it but he wouldn't make money unless he was receiving commission on warranty sales.

Nobody has confirmed that an extended warranty has been mi-sold

OP was told in order to buy the (highly desirable and in short supply) console they would have to 'upgrade' to a bundle therefore increasing transaction value (note no mention from me of commission - there are other targets that Store Managers may have)

Making accusations that an individual has done this for personal gain (when it would probably have been easier for him to buy console himself and resell at a profit) is pretty shortsighted

Given the fact that Head Office aren't supporting the OP (despite the social media onslaught) and are directing him/her back to store there's probably more to the story than we're being told

If it's at the stalemate it appears to be then OP - did you use Credit Card ?