Issue Resolved

wealdroam

Manxman_in_exile wrote: »

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.

That's right. The story is changing isn't it?

So OP, were you offered the console without the extended warranty, but only if you accepted that you had no consumer rights?

Remember, this is what you told us earlier:

KuriousKittyKat wrote: »

wealdroam wrote: »

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.

I agree entirely.

OP, did the manager give you that impression?

Yes, that was the case.

That is a serious allegation.

KuriousKittyKat

Manxman_in_exile wrote: »

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.

Yes, he stated I can only purchase it with the warranty and I won't have any other rights if I was to purchase without.

k3lvc wrote: »

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 ?

The head office have completely backed me up on this. They will be dealing with it. They have clearly said their manager should not have behaved this way. I didn't use a credit card, no. Whilst there are targets to meet, he needs to display bundles he is promoting.

wealdroam wrote: »

That's right. The story is changing isn't it?

So OP, were you offered the console without the extended warranty, but only if you accepted that you had no consumer rights?

Remember, this is what you told us earlier:

That is a serious allegation.

The console on its own would not be sold to me period. He said you will have no consumer rights if you do not purchase the console with the make-shift 'bundle' he is claiming to have. So final choice, have consumer rights with the bundle. No bundle, no rights.

To Summarise,
The area manager has sincerely apologised and has offered me a refund on everything and agreed that his manager is in the wrong. Their staff member who had blocked me on Twitter has been let go, according to the Area Manager. He will provide further training to his staff. The manager who has sold me the bundle will offer me an apology.

Trading standards have been informed and have advised me on my rights, they have taken a report againt their branch.

Their online customer services have apologised and will raise a complaint with their head office yet again.

They are admitting they are in the wrong.

I hope this clarifies.

AndyMc.....

KuriousKittyKat wrote: »

Yes, he stated I can only purchase it with the warranty and I won't have any other rights if I was to purchase without.



The head office have completely backed me up on this. They will be dealing with it. They have clearly said their manager should not have behaved this way. I didn't use a credit card, no. Whilst there are targets to meet, he needs to display bundles he is promoting.


The console on its own would not be sold to me period. He said you will have no consumer rights if you do not purchase the console with the make-shift 'bundle' he is claiming to have. So final choice, have consumer rights with the bundle. No bundle, no rights.

To Summarise,
The area manager has sincerely apologised and has offered me a refund on everything and agreed that his manager is in the wrong. Their staff member who had blocked me on Twitter has been let go, according to the Area Manager. He will provide further training to his staff. The manager who has sold me the bundle will offer me an apology.

Trading standards have been informed and have advised me on my rights, they have taken a report againt their branch.

Their online customer services have apologised and will raise a complaint with their head office yet again.

They are admitting they are in the wrong.

I hope this clarifies.

So you went to the Citizens Advice Bureau then?

KuriousKittyKat

I rang them. Thanks for your concern. They were very helpful.

dekaspace

Every store and manager is different, 10 years ago I bought a used console that was dead and they refused me a refund saying its not their policy and I tried again following day and was told same and manager came out and got angry that I tried returning it, I got head office involved and got a refund but the store manager "banned" me for life and shouted at me in store saying I got their staff in trouble

Its more the company has a policy of wanting sales staff rather than people who like games, and staff are pushed to make sales or get in trouble.

[Deleted User]

KuriousKittyKat wrote: »

The area manager has sincerely apologised and has offered me a refund on everything and agreed that his manager is in the wrong. Their staff member who had blocked me on Twitter has been let go

So you actually caused someone to be sacked? The Area Manager actually told you this did he?
Why do I find it difficult to believe a word of this "complaint"?

KuriousKittyKat

Have you even read this thread? You realise he's the one who's blocked me right? don't be so naive.. he clearly wasn't telling me the truth and covered it up with an excuse.

He said: "in terms of your blocked account, I had someone running twitter who left us yesterday so I have taken control of the account today."

Obviously, he didn't randomly have a 'young guy' running his twitter, that ironically happened to be let go the day I message them. I was told in store that it was a young member of staff they've hired.. didn't give me any names. No specifics.

I didn't influence any action which caused him to lose his job tbh, doesn't sound like that at all from his comment.

100% Lie. 100% an excuse.

George_Michael

Here's the original post just in case it helps other posters.

Hello everyone,

I'd like some advice on a recent event, with my purchase of a Nintendo Switch from a GAME store, approximately 3 weeks ago.

So I've gone into the store, a few days after the release, and to my surprise I found a console in stock. Spoke to the management who was arranging to sell it to me, and he mentioned that in order for me to purchase the console I must buy the 2 year extended warranty with it. I was a little surprised as I've never been told this before. He was adamant that in order to buy the console and the game I wanted, I must purchase the warranty. Not knowing any better I did.

Fast forward a few weeks, turns out the consoles controller is faulty and keeps disconnecting. Upon reading my rights on their refunds policy, I decided to go back into the store and ask for a refund. To my shock I was refused a refund and left very confused, even showing the till staff their own policies on my phone. The store was adamant I would not be getting a refund on a faulty product, less than 30 days old!

I then rang into their head office, spoke to a guy who said he will contact the manager and advise him on what he's doing. I was expecting a call back from the advisor but didn't get anything as of yet, being 3 days after. I rang again a day after, being told there's nothing they can do and I should email complaints.

I then tweeted to their company help accounts. 3 days in again, no reply.

I then decided to tweet the store directly. I got a response, saying the same thing as I was told in store - no refund but replacement possible. I asked why I am not offered a refund and was blocked by their twitter account. My assumption is that it was the same manager who is managing their twitter account for that store. I wasn't rude, offensive or threatening in any way at all and I have screenshots to prove it if you'd like to see.

I finally sent an email to head office complaints and explained to them the situation.

But what do I do now? How can this manager be working like this, in such a corrupt and unprofessional manner? Forcing me to buy a warranty, refusing refunds of faulty goods and blocking me after I've given their store over £400 for their products?

Any help would be appreciated and thank you for reading

unholyangel

KuriousKittyKat wrote: »

Have you even read this thread? You realise he's the one who's blocked me right? don't be so naive.. he clearly wasn't telling me the truth and covered it up with an excuse.

He said: "in terms of your blocked account, I had someone running twitter who left us yesterday so I have taken control of the account today."

Obviously, he didn't randomly have a 'young guy' running his twitter, that ironically happened to be let go the day I message them. I was told in store that it was a young member of staff they've hired.. didn't give me any names. No specifics.

I didn't influence any action which caused him to lose his job tbh, doesn't sound like that at all from his comment.

100% Lie. 100% an excuse.

So at what point does "left us" translate into "let go"?

I suppose at the same point that "He was adamant that in order to buy the console and the game I wanted, I must purchase the warranty" translates into "He said you will have no consumer rights if you do not purchase the console with the make-shift 'bundle'"

You don't even seem to realise how those contradict each other.

KuriousKittyKat

unholyangel wrote: »

So at what point does "left us" translate into "let go"?

I suppose at the same point that "He was adamant that in order to buy the console and the game I wanted, I must purchase the warranty" translates into "He said you will have no consumer rights if you do not purchase the console with the make-shift 'bundle'"

You don't even seem to realise how those contradict each other.

Must of misinterpreted, was in a rush typing that as I had to leave.

Yes, I was told both of those. He said the no consumer rights after I asked what he meant several times into the conversation.