Beware Hanspree!!

sticher

Well we now face yet another evening with no properly working TV. Over a week ago we turned our Hannspree 37" TV on to find everything was green. For quite a while before we have had a big black area over the screen, but this 'greenness' makes watching the picture very unpleasant.

Anyway, rang Hanspree and was told that due to the fact they had many returns that were not real faults - ie loose leads, etc - they needed photographs of the fault. I explain my tv had been on a wall bracket since I purchased it, but I also supplied the photographs. I rang a couple of days later after hearing nothing to be told they needed the serial number and product number. I explained I had the product number, but as the tv was on the wall I couldn't see the serial number.

They would not do anything without serial number, so I had to wait for a few days before someone could help me lift the tv off the wall, to see the number. That done I telephoned them again. I received an email asking for more details - date of purchase, etc which I filled in a returned the same day. Couple of days later I emailed again to ask what was happening and finally today got an email asking me to ring again to arrange collection for repair.

Rang them and was told the tv needs to be in a box - I have no box - can't take it without box - what can I do - can buy one from their carrier for..... 35 pounds PLUS VAT!!! I said I didn't want to pay so would source a box from elsewhere - to be told I couldn't book a collection until i have a box!!! I was told this was all in the details of my warranty!

After I got off the phone, I checked the warranty and realised I supposedly have an ON SITE EXCHANGE - tried to ring back but of course they are now closed! So it won't be until after the weekend that anything happens now!

I think this is outrageous - kids usually play their wii/xbox on there too and all the cheap films virgin usually offer over the kids hols have been missed.

Not a happy bunny and will definitely NEVER touch Hanspree again!

Feel a bit better after getting that all out! LOL

Iamthesmartestmanalive

sticher wrote: »

Well we now face yet another evening with no properly working TV. Over a week ago we turned our Hannspree 37" TV on to find everything was green. For quite a while before we have had a big black area over the screen, but this 'greenness' makes watching the picture very unpleasant.

Anyway, rang Hanspree and was told that due to the fact they had many returns that were not real faults - ie loose leads, etc - they needed photographs of the fault. I explain my tv had been on a wall bracket since I purchased it, but I also supplied the photographs. I rang a couple of days later after hearing nothing to be told they needed the serial number and product number. I explained I had the product number, but as the tv was on the wall I couldn't see the serial number.

They would not do anything without serial number, so I had to wait for a few days before someone could help me lift the tv off the wall, to see the number. That done I telephoned them again. I received an email asking for more details - date of purchase, etc which I filled in a returned the same day. Couple of days later I emailed again to ask what was happening and finally today got an email asking me to ring again to arrange collection for repair.

Rang them and was told the tv needs to be in a box - I have no box - can't take it without box - what can I do - can buy one from their carrier for..... 35 pounds PLUS VAT!!! I said I didn't want to pay so would source a box from elsewhere - to be told I couldn't book a collection until i have a box!!! I was told this was all in the details of my warranty!

After I got off the phone, I checked the warranty and realised I supposedly have an ON SITE EXCHANGE - tried to ring back but of course they are now closed! So it won't be until after the weekend that anything happens now!

I think this is outrageous - kids usually play their wii/xbox on there too and all the cheap films virgin usually offer over the kids hols have been missed.

Not a happy bunny and will definitely NEVER touch Hanspree again!

Feel a bit better after getting that all out! LOL

All sounds pretty reasonable to me

Also what does on site mean? your meaning and theres may be very different

Its not unreasonable to expect to have to supply serial numbers, proof of purchase, proof of fault and a safe way of transporting the goods and its not their fault you kept phoning back when you hadn't taken the reasonable steps required to fix it

Also the timescales are your fault, not theirs

If you had a box, serial number and receipt etc on the first call you could have had it done a lot quicker, the serial number would of been on the box most likely too

jeannieblue

Iamthesmartestmanalive wrote: »

All sounds pretty reasonable to me

Also what does on site mean? your meaning and theres may be very different

Its not unreasonable to expect to have to supply serial numbers, proof of purchase, proof of fault and a safe way of transporting the goods and its not their fault you kept phoning back when you hadn't taken the reasonable steps required to fix it

Also the timescales are your fault, not theirs

If you had a box, serial number and receipt etc on the first call you could have had it done a lot quicker, the serial number would of been on the box most likely too

I think the on site exchange is self explanatory.

I also think you are a tad condescending and not at all supportive and wonder why you come on these forums.

I know, to my better wisdom, that I really should not take your bait....

Meanwhile OP - point taken, will avoid Hanspree. THEY should've put it all more clearly to you on the initial telephone call. Its called Customer Care/Services - something alot of companies are lacking these days.

Iamthesmartestmanalive

jeannieblue wrote: »

I think the on site exchange is self explanatory.

I also think you are a tad condescending and not at all supportive and wonder why you come on these forums.

I know, to my better wisdom, that I really should not take your bait....

Meanwhile OP - point taken, will avoid Hanspree. THEY should've put it all more clearly to you on the initial telephone call. Its called Customer Care/Services - something alot of companies are lacking these days.

No it isnt

On whose site?

Their site? my site? the OP's site?

And its not my fault the OP decided to have a go at a company when she didnt take reasonable steps to deal with the thing quickly

Should companies just refund whenever someone claims without seeing proof of purchase etc

If I have a faulty good, I have the good infront of me with the important parts (i.e serial num) and also receipts etc along with packaging

The OP didnt and seems to have wanted to put a TV unpackaged in the mailbox with no proof of fault, purchase or even proof its made by them :rotfl:

jeannieblue

Are you related to Jeremy Clarkson?

Oh no, he's witty

sticher

Thank you Jeaniblue.

its not my fault the OP decided to have a go at a company when she didnt take reasonable steps to deal with the thing quickly - If I had known all the info on the first phone call, I would have provided it. I had to make several calls/emails because each time they asked for something else.

Should companies just refund whenever someone claims without seeing proof of purchase etc - I had proof of purhcase and faxed this over to them along with the product number. I told them the model no, etc - to want me to take a huge tv off the wall before they would even tell me if they would repair it was unreasonable IMO. Maybe you like this kind of 'service'

If I have a faulty good, I have the good infront of me with the important parts (i.e serial num) and also receipts etc along with packaging - Unfortunately my house is not big enough to house the boxes of everything I have bought in the last year or so! I also had the receipt and everything but the serial number.

The OP didnt and seems to have wanted to put a TV unpackaged in the mailbox with no proof of fault, purchase or even proof its made by them
- I don't really think that if a product breaks down under warranty that I should then have to fork out for them to transport it for repair to be honest - especially at their inflated rip off rates.

Finally they take away and repair tvs under 26" according to my warranty and exchange ON SITE anything above that. It seems clear to me that is on my site.

mute_posting

On site exchange is quite self explanetory and shouldn't need a box.

I've never even heard of Hanspree, but I agree they should have asked for all the information required at the first call.

Is maybe prudent for future purchases to take a note of serial numbers - if for no other reason than for insurance purposes if you ever get robbed.

MP

jeannieblue

No prob sticher.

I've come across 'Iamthesharpestmouthalive' before. :rotfl: :rotfl: :rotfl:

Hope you get it sorted - eventually. I wonder if aforementioned works in Customer Services?? Seems qualified.........

mute_posting

jeannieblue wrote: »

come across 'Iamthesharpestmouthalive' before. :rotfl: :rotfl: :rotfl:

Hope you get it sorted - eventually. I wonder if aforementioned works in Customer Services?? Seems qualified.........

lol

Is a pity that so many of them can't read the name of the forum they are posting in "The (Consumer) Vent Board" is quite self explanetory IMHO.

Hope you get it sorted OP

sticher

Is maybe prudent for future purchases to take a note of serial numbers - if for no other reason than for insurance purposes if you ever get robbed.

Good point.

I've come across 'Iamthesharpestmouthalive' before. :rotfl: :rotfl:
:rotfl:

Yes I wasn't going to rise to the bait, but was in that kind of mood, lol.

I wonder if aforementioned works in Customer Services?? Seems qualified.........

definitely, lol

Poppycat

I know Samsung ask for serial numbers too so I can only assume many others will, so good point to make a note should anything go wrong