They sent me a store display model!!!!!

D

dalgliesh

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I ordered a Canon 430 EX II from a well known high street electrical retailer and today it arrived... my first flashgun to sit proudly on top of my 450D.

My first concern was that whatever was inside the box (which was in the courier's plastic casing, was moving about... no polystyrene etc. I open the packet and find the bottom of the box is open and the top of the box is loose. Nothing is sealed. I turned the box over and my heart sank as I read...

"Box for display model"

I looked inside the box and sure enough there is a flashgun, not in it's protective wrapper; not in polystyrene - just loose inside the box. In the box with it is the shelf-edge label from the store!!! The flashgun is dirty and covered in fingerprints.

To cut a very long story short... I called customer services, the agent was unhelpful and sounded like I was boring him, the only time the courier can come to collect is Monday-Friday between 9 and 5... when most people including myself are working. I said I wanted to make a formal complaint, which he processed but said I wouldn't get a response!? Oh, and I have to call back at a later date because the latest their system goes to is 1st April and I can't be at home for them to collect it until half-term 04/04/10.

I even asked if I could take it to a store to replace it, the guy said I could try it but he couldn't guarantee they would do it.

I'm not sure what the rules are, but if a moderator says they are happy for me to name and shame the company, I will.

Has anyone else been in this situation? What advice would you give?

Thanks.
 
if its a chain store. go into the high street shop and explain to them what happened, then give them the chance to rectify the problem. remember is wasn't "their" fault and they would be doing you a great favour if they could look into it and maybe make a call for you.

politeness goes a long way !!!

good luck :)
 
Name and shame! No need to cover up who they are!

Definitely go into a shop, nothing like talking to an actual person. If they're any good at all they'll be pretty embarrassed and offer you a replacement if that's what you want, or kick up enough fuss and you might be able to get a bit of money back (probably not but you never know).

Even if the shops operate as a seperate entity to the website, the might still be able to help you out, and hopefully will be a whole lot more useful than the person in the call centre.

Hope it gets sorted,

Chris
 
I would say 'I cant believe that' but to be honest nothing surprises me anymore...

Name and shame, although as above I think I can guess the chain also

You order a new product, they send you a display model and you now have to incovenience yourself by:

1. Making sure you are in during work hours so it can be collected
2. Wait for a replacement to be sent out
3. Hope they don't mess it up this time
4. Lodge a complaint which will fall on deaf ears.

Now thats customer service!!
 
Don't mess about with them and DO learn your rights as a consumer!
If you've ordered it online then you've got 7 days to return it for a full refund under the distance selling regualtions 2000. You don't have to give any reason at all for returning it.

Any decent company would prefer a satisfied customer, and it look like they've just cocked up with this one. Give them one more phone call to sort it out without any inconvenience to yourself or just tell them that you're returning it under the above legislation. They haven't got a leg to stand on.

And DO tell us who they are so we can avoid the bar stewards in future.
 
Another vote for name and shame. For this severity, I think I would get the press involved and get compensated for it. One for the Watchdog programme if it were me, and thats from someone who doesn't like to complain!
 
Viewfinder said:
Another vote for name and shame. For this severity, I think I would get the press involved and get compensated for it. One for the Watchdog programme if it were me, and thats from someone who doesn't like to complain!
Click to expand...

That's a bit extreme perhaps, without giving them a chance to rectify the situation.. but if they don't do their best to sort it, then knock yourself out :D
 
Place your bets now, 6/1 for Jessops. :D

Name n Shame n Shame em some more!
 
It was Dixons - they had the flashgun at the cheapest price I could find of £199.99.

Evidently, they are not as 'high street' as they used to be - shopping online has put me out of touch with who's in the high street :thinking:. I guess that should have clicked when the customer service agent said I could try returning it to Currys Digital, being part of the same group.

Ironically, reading their complaints procedure, it says this: 'We undertake to respond to you within five working days to provide you with a likely timescale to resolve your issue.' Yet the agent said I wouldn't get a reply. :bonk:

I have literally just called them back (as I wasn't happy about yesterday's outcome) and a very helpful lady has just arranged to have the flashgun collected from an alternate address for me this Monday - she also apologised for the inconvenience caused!

What a difference to the gentleman I spoke to yesterday!
 
I have dealt with phoning people a few times and to me it seems that some people are there to pick up a wage slip at the end of the week and others are there to actually help you.

If I had of been in your position I would have just phoned back later that day or the next day to do what you eventually did and spoke to someone that actually gave a damb.

spike
 
Ah I was wrong, wasnt expectin you to say Dixons!!

As Spike said above, it really depends on who you get when you call, seems to be the same with all call centres, some people are helpful and some are just rude
 
Andy said:
Place your bets now, 6/1 for Jessops. :D

Name n Shame n Shame em some more!
Click to expand...

Funny how we all thought Jessops, obviously not meant to be a bookie though!
 
please don,t knock currys they did me a spanking deal on my D300, after jussopps turned me down cash in hand. :shrug:

ps send it back and ask for a full refund :thumbs:
 
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