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I expected nothing less...

Discussion in 'Televisions' started by Dan666, Nov 13, 2003.

  1. Dan666

    Dan666
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    ... than to have a bad experience buying my new TV. And true to form, its happened.

    But dont worry - this wont be a long rant about fruitless calls to customer services and repeated trips to and from the retailer. Its really just a summary of my experience thus far.

    OK, I ordered a Toshiba 32Z23 from Bennetts Online about 2 weeks ago. No problems with the order, or the payment. Got a phone call from Bennetts on Tuesday just gone to say that delivery will be on Thursday. Unfortunatley the set was delivered a day early, so I had to break off from work to go home and open up. Never mind, I went back to work and looked forward to getting home in the evening to set it all up.

    When I did get home, I had a chance to look over my delivery properly. The box was totally knackered. The corners on one side were all ripped open and hastily taped up with brown packaging tape. I took heart in the fact that the manufacturers tape (clear with TOSHIBA printed on it) which sealed the top flaps of the carton together was still intact. I wrote the torn corners off to transit damage - after all, thats what the box is for isnt it?

    The opening instructions on the top flap said to turn the box over, cut the tape, and open the flaps out. I did this, and found the same cheap brown packing tape (which was used on the torn corners) holding the base together where there should have been manufacturers tape (the same tape which sealed the top). I cut through this, opened the flaps and found that the bag covering the set was placed over the set rather than being wrapped around it and taped, as you would expect with every other brand new electrical appliance. Even the AC power cord was just tied around itself and thrown in, rather than having a proper twist-tie or plastic bag.

    When I turned the box back over and lifted it off the set, two of the four polysterene blocks had been broken up into numerous peices. But the bag containing the instructions, remote and batteries was sealed and intact. So I pressed on. With the set now unpacked, I was expecting to see various stickers on the screen itself, like you normally find on a brand new TV. None were present.

    So I resigned myself to the fact that I have been sent a returned TV. Yes, I am annoyed. I took photos of the condition of the packaging in case they were needed.

    To be fair to Bennetts Online, they were perfectly happy to offer an exchange - but it seemed like my complaint was not entirely unexpected. Why send out a set which has so obviously been opened and returned? The assistant offered to send out a new set and pick up this one, which I agreed to. He then said he would ring me back with a delivery date before close of business today, but this call never came.

    I dont want to single out this company, because I know from experience that many other retailers try to palm off substandard goods in the hope that the customer either will not notice, care, or be bothered to make a fuss about it. Do they think we'll be perfectly happy to fork out full price for what are essentially second hand, possibly faulty goods?

    Anyway - as far as the TV itself is concerened, I cant really pass judgement on it. There are a few things Ive noticed about the picture quality, but are these 'characteristics' of the set, or are they actual faults for which the unit was sent back first time?

    I'll discuss these in a seperate thread
     
  2. NinjaKi11a

    NinjaKi11a
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    The company I work for send out repackaged display models and returns (not TVs or hi-fi equipment though). You'd be surprised what people put up with. I was pretty unhappy about this at first, but having seen some of the complaints and reasons for return, I don't really blame them for being so cynical. Having said that, this is south London and it undoubtably has the largest concentration of morons (putting it politely) in the country. :mad:
     
  3. Kevo

    Kevo
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    An old trick we used to do at Curry's :)blush: ) was when opening vcr boxes (no DVDs in them days) to put em on display, was to open at the bottom rather than the top so when it came to selling em the customer would always open from the top (which would still have the factory sealed tape on) and not notice it re-taped up underneath.
     
  4. pointon

    pointon
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    Scum.
     
  5. fatbob

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    I used to work for a large electrical distribution company, and it never failed to amaze me how customer returns were shoved straight back into stock, regardless of condition.

    Customers paid premium prices for items from this company, and yet I would see stuff sitting on racking waiting to be picked which looked as though it had ten previous (and not very careful) owners.

    Despite all the glossy promotional guff about this companys committment to quality, behind the scenes they just didn't care what rubbish they sent out to customers.

    Sadly, I think my ex-employers attitude is all too common today.
     
  6. Dan666

    Dan666
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    Well I left it til about 1pm on Friday for the guy to ring back, then I rang him myself. Usual line of "I was just about to ring you".

    Anyway, a new set will be delivered to me on Tuesday, and this one will be taken back. I asked if the one he's sending out will be a NEW, UNOPENED set - he said he has checked it himself and it is.

    So we shall see....

    Apart from the obvious inconvenience of being lumbered with seconds quality equipment, I have not had anywhere near as much hassle with this company as I have had with other well-known high street places. Overall, the service from Bennetts Online has been pretty good. Every time Ive needed to get in touch with them, the phone has been answered in less than 3 rings, Ive never had to wade through a menu system, or been passed around between departments, or put on hold for any length of time. I've dealt with them in the past when trying to locate a specific type of AV Receiver that had just gone out of production, and they were the only ones who managed to track one down for me.

    All I want now is for them to send me a decent telly :)
     
  7. Dan666

    Dan666
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    Scratch that last post - I take it all back :mad:

    I'll try to avoid the threat of libel action by giving an honest, truthful account of events leading up to and including today.

    Today I was supposed to be taking delivery of a Tosh to replace the B-grade, opened-box example they had sent me the previous week. I rang them to check what time it would be delivered so I could get home to give the delivery man a hand with it. After being put on hold for a few seconds I was told that I would not be receiving my TV today, as it had been damaged on its way to me. Naturally, I was annoyed. I was told someone would ring me back with a delivery date of another one.

    About an hour later I got a phone call from home to say that the courier had collected the TV. So now I am without
    :rolleyes:

    Bennetts then rung me again to say that they had run out of stock and would not be getting anymore for 3 weeks.

    3 weeks of watching a big empty space is not a nice thought.

    So. What to do?

    Another complication is that I purchased the TV on a Buy Now Pay Later agreement. Discussed in a seperate thread.
     
  8. simon1

    simon1
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    A cynical person like me might think they have done this deliberately to p*ss you off. They have guaranteed payment from the finance company already. If they had no stock of the replacement, they should never have collected your tv.

    It may be best to cut your losses and buy elsewhere.
     
  9. Dan666

    Dan666
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    Well my experience has now come to an end.

    They have agreed to cancel the order and the finance agreement, at no costs to myself - they were very apologetic. So all's well that ends well I suppose.

    It may be for the best - I had noticed a few problems with the picture on the Tosh - namely flickering on bright colours, reds blurring into adjacent colours and an inability to handle RGB from my Pioneer DV444 player (worked ok with RGB from Netgem and PS2 though). I've now ordered a JVC from Empire Direct, which I await with baited breath!
     
  10. Dan666

    Dan666
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    Chapter 2: You'll never guess what happened with Empire Direct...

    I'll keep it simple to avoid legislation:

    JVC AV32T25 ordered nearly 3 weeks ago. I rang last Thursday to check progress; "TV was collected by courier today, who will be contacting you by Monday at the latest to arrange delivery". "Oh goody", I thought.

    Monday came and went, no call. Rang ED on Tuesday to find out what was happening. "Oh dear, the TV is still in our warehouse. We'll have it collected this evening and the courier will ring you tomorrow to arrange delivery".

    Wednesday morning I rang ED to see if it had been collected - it hadnt, and was STILL sitting in the warehouse. I'd had enough by now and went looking elsewhere (for the 3rd time). Before I hung up, I hinted that I'd probably be cancelling the order.

    Phoned Great Saves; couldnt deliver til late next week. Phoned Hiway Hifi; didnt even want to take my order, insisted I place it via the website. So much for their 'Order Hotline'.

    Why is it so difficult to buy a £600 product these days?

    Anyway, found a company called Crampton & Moore who had the Dolby ProLogic equipped AV32R35 at only £20 more than its Nicam alternative, and he had it in stock, and it could be delivered on Friday (today). So i stuck it on the plastic and hoped for the best.

    Then I went back to ED and cancelled the order. 3 hours later they rang me "This is Empire Direct, we're ready to despatch your order, can we deliver it tomorrow morning" ?!?!?!? I noted that it was ED themselves who rang, not the courier (Excel). Told em no, order was cancelled.

    True to their word, Crampton & Moore delivered my set at 3:30pm today, in perfect condition. Hats off to them.

    At 5:30pm, Excel rang me with "When would we be able to deliver your Empire Direct order?"

    Draw your own conclusions about ED's organisation... Im off to watch telly!!!
     
  11. GrahamC

    GrahamC
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    What's on at 2:30 in the morning.... :confused:
     
  12. rcladin

    rcladin
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    softcore porn on the adult channel - thats for sure!
     

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