Dixons.co.uk Not Playing Fair.

sirinus

Hey everyone,

A little back story first. A few months back I bought a 26" LCD TV via Dixons.co.uk. On the 31st of Dec, just my luck, it decides it dosn't wanna' make any sound anymore. So I call the number dixons give on their site, and go through the correct options for returns. I get their Tech Guys unit(You probably know them from PCWorld adverts.)

Its all going fine, until they get to the point of actually arranging a replacement/repair. Its at this point they say, something along the lines of 'Sorry, we're not contractually allowed to do repairs on this item, let me just transfer you to Samsung.' So I let it ring a little and sure enough, i'm transferred to Samsungs main telephone support line. I dropped the call and went to check if I have the right to insist dixons deal with the repair/replacement.

Sure enough, here's a couple of sites:
http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/electrical/
(In big bold letters): The trader must sort out your problem, not the manufacturer

http://www.dti.gov.uk/consumers/fact-sheets/page38311.html
It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.

So I ring back, and try and insist that dixons deal with it(I'll explain why I don't want to deal with Samsung 'Support' at the end of this post, as its another story almost). This is where the excuses start to come out. The Tech Guys state 'Sorry, we're a different unit, you need to go here' and things like 'Sorry, we just can't do that' 'We can't help you with this issue' and sent me to a different extension. I get much more stern, and slightly amusing statements from this extension. The first guy just refused to help me, first insisting i had the wrong number, then when pressed insisting I had the wrong department, and finally telling me he couldn't help because he was from PCWorld(!) This was option 4, and 1 on the dixons phone number, incidentally. (Returns -> Other)

The final guy I could be bothered with dealing with on this day was bordering on aggressive. Initially stating 'The consumer goods act says we don't have to deal with your repair' - followed by some truly inventive thinking '..By transferring you to Samsung we are handling your repair.' I had to admire this guys seemingly well practiced front, but I've got a feeling that his interpretation of the Consumer Goods Act won't hold much water.

All attempts to get the call escalated were flatly denied, and I was bounced between departments in total about 8 times. I gave up and wen't to enjoy my new years at this point.

I'm debating either visiting the local Currys store, or putting forward a formal complaint.

So part of this is principle. Another part of my deep dislike of Samsungs out-sourced returns. They pay another company to handle replacements, and the last time I dealt with them it took four monitors before I got a working one - even now it has marks along the top of the bezel where the front panel was removed for repairs. I got the feeling it made sense for the company to do this, since every return was through samsung - i presume they got paid 4 or 5 times for what should have been a single replacement.. but anyhow.

I've taken damn good care of my TV, I don't want to have to live with something which is inferior through no fault of my own. I also think large retailers in particular should be prepared to honor their sales contact. If you take the wording on their website literally, they're even breaking their own policy!:
http://www.dixons.co.uk/martprd/editorial/customer%20services%20-%20returns
"If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund."

While there's nothing to stop Dixons/DSG Group from simply handing my return back to samsung if they really wanted, above all else, I think its important to stand up for rights - and do something about large retailers who do not whole heartedly support the rights of the people who put the money in their accounts.

I'm interested to know peoples thoughts on this - Am I being needlessly difficult? What would you do? As far as I can see, they're in breach of contract, and should be hung out to dry- but maybe I'm just a little bitter after being treated in such a way.

Thoughts, suggestions and views much appreciated.
Sirinus

Inactive

So let me get this right?...You had serious problems with Samsung Support in the past with your monitor, you then went and bought ..wait for it.. a Samsung TV.

Beggars belief.:rolleyes:

I would stick by your guns and insist that Dixons repair or replace your faulty TV.;)

sirinus

Inactive wrote: »

So let me get this right?...You had serious problems with Samsung Support in the past with your monitor, you then went and bought ..wait for it.. a Samsung TV.

Beggars belief.:rolleyes:

I would stick by your guns and insist that Dixons repair or replace your faulty TV.;)

I know I know, glutton for punishment :rolleyes:
...Shopping on a (relativly) low budget is difficult, and in this case it was the best I could get for my money.

Thanks for sharing,
Sirinus

Nile

Hello sirinus

Welcome to the MSE site.:wave:

I'll move your thread to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile

ormus

suggestions?
insist on your rights to a refund (or exchange). write to them and give them 7 days to refund.
if no payment, then issue a summons in the small claims court.
the law is very clear in this matter.
dixons will have to payout one way or another.

timelord_4

So you want Dixons to make the repair, instead of the manufacturers who specialise in this product and are probably the best people placed to repair this as they designed and made it?

But surely most companies now days out source repairs. Panasonic and Pioneer still look after themselves I beleive. If you got through to a call centre surely they wouldnt have the ability to repair, most Curry's stuff would only be dealt with by Currys for repair if it was under some sort of extended warranty problem and then even that would be done by another company (out sourced again).

deanos

If you sent it back to Dixons for repair they will just pass it onto Samsung anyway, its not up to you who repairs the TV its up to Dixons.

RAMBLER

I guess the best advice is try and find out as much about your rights BEFORE you purchase another item from a shop.

I try and ask as many questions about a shops return/ refund / repair policy and make sure I have a copy - especially for anything over £100.

That being said trying to get them to stick to what's been agreed is another matter....:rolleyes:

Good luck

Debt_Free_Chick

sirinus wrote: »

Hey everyone,

A little back story first. A few months back I bought a 26" LCD TV via Dixons.co.uk. On the 31st of Dec, just my luck, it decides it dosn't wanna' make any sound anymore.

How many "months back"?

LJD1_2

I have to sympathise with you about Dixons. We've just bought a range style cooker from them in the sales. A brand new cooker not a shop floor model. It cost just over £600. It arrived with a dent, bad scratches, no ignition button, a faulty thermostat in one of the ovens and screws that weren't in place. Dixons will do nothing. Phone calls just get me sent from department to department and though i've emailed them I don't hold out much hope after reading other threads on here. Luckily Belling are coming out to put it right though it means i'm two weeks without a cooker. From my experience I won't used Dixon's again. Hope you get your problem sorted.

Debt_Free_Chick

LJD1 wrote: »

I have to sympathise with you about Dixons. We've just bought a range style cooker from them in the sales. A brand new cooker not a shop floor model. It cost just over £600. It arrived with a dent, bad scratches, no ignition button, a faulty thermostat in one of the ovens and screws that weren't in place. Dixons will do nothing. Phone calls just get me sent from department to department and though i've emailed them I don't hold out much hope after reading other threads on here. Luckily Belling are coming out to put it right though it means i'm two weeks without a cooker. From my experience I won't used Dixon's again. Hope you get your problem sorted.

Why didn't you return to the store where you bought it and demand a straight exchange or refund? You are entitled to this under the Sale of Goods Act