chrisjoanne
Standard Member
- Joined
- Aug 19, 2003
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I'm expecting a replacement Loewe 32" Mimo Tv from an internet store today.
My problem with the unit is there is a black mark/spot on the inside of the screen. It's been there since the purchase of the tv back in November but with sales staff at this store not arranging delivery until the last couple of weeks along with no information on their system surrounding my numerous phone calls, it has taken until now to sort out.
However my gripe is that this store only supplies ONE delivery person! The consumer who has purchased the tv has to give the deliveryman a hand!!
Im actually off work on the sick due to being in a road accident and cant get anyone to help me but Im told by this company that if I need help I need to pay them £49 to get a second delivery person.
Below is an email, which was sent off to them recently
Dear Sir
I purchased a 32" Loewe Mimo on 11th November 2003 for £1089 - invoice number **********.
Within days of receiving the unit I noticed a black spot on the screen and understand, via one of your salesmen, it is a "burnt out pixel".
The salesman had firstly suggested an engineer could possibly fix the problem and therefore would need someone to take a look at the set before an exchange could be made.
Within 3-4 days I received a telephone call to say there would be no need for an engineer to look at the tv and a replacement set was ordered for me. He informed me that this may take some time as Loewe Mimo's were very popular and, along with the pre-christmas rush, it could be 4-5 weeks until I could take delivery of the replacement unit.
Having heard nothing for around 5 weeks, I rang the sales department again to discover there was no note of my conversation in November on the system.
The salesman apologised and a replacement tv was ordered.......I thought.
I again made contact with the sales department around 2 weeks ago and again little was known surrounding the circumstances of my tv.
Finally, I received a telephone call to say a tv would be available for delivery on Tuesday 17th February.
I realised the first time my tv was delivered that only one delivery person arrives, who then asks for assistance upon arrival.
I was amazed to find that I would have to help a delivery person with my own tv from his van. What would have happened if I had purchased a Toshiba 61PH18B !
Having been involved in a road accident and currently off work with an injured back and leg, I rang the sales department to see if I could arrange for delivery to be made by 2 men.
I was informed by a salesman if a disabled person or elderly person needs help they need to pay £49 to pay for an extra delivery person. Surely this is discrimination.
If this information is made clear on your website I would not be making a complaint. However I cannot see any mention of having to assist the delivery person so a complaint, I believe, is justified.
During my telephone conversation I was asked if I wanted to pay the £49 to pay for help to get the tv to my front door. I declined. It was then suggested that he would "meet me halfway" and charge me only £24.50. Again, I declined. Then it was suggested that a neighbour could help!
I cannot understand how a company can deal in such huge items but only have one delivery person.
Surely it makes for good customer service and is obviously more practical for 2 people to be employed to do a job which is intended for 2 people.
I would also like to know how insurance works if someone who has been asked to help is injured by carrying such a large object?
I would like to point out that the fault with the tv had occurred some 3 months ago and I feel that is quite some time to wait to change a tv. I would also like to point out that the box the tv was in was fully opened and feel the tv "may" have been rejected by a previous customer.
I'm looking to upgrade a second tv to a 42" plasma in the very near future. I believe customer service and customer loyalty is paramount and would urge you to look at how this problem can be rectified.
I do not wish to change the date of delivery but would appreciate a time, to the hour, when the tv will be delivered and trust that 2 men will deliver it, without any extra cost to myself.
Regards
Chris Truman
I have had NO reply to this email even though it has been sent to two departments, sales and customer services.
I have also sent 3 emails over the last 3 months regarding questions surrounding this issue along with warranty details, again with NO reply.
If I don't receive a replacement tv today I'll "name and shame" this company tomorrow.
I would also like to know which other internet companies only have one delivery person - if any.
Cheers
Chris
My problem with the unit is there is a black mark/spot on the inside of the screen. It's been there since the purchase of the tv back in November but with sales staff at this store not arranging delivery until the last couple of weeks along with no information on their system surrounding my numerous phone calls, it has taken until now to sort out.
However my gripe is that this store only supplies ONE delivery person! The consumer who has purchased the tv has to give the deliveryman a hand!!
Im actually off work on the sick due to being in a road accident and cant get anyone to help me but Im told by this company that if I need help I need to pay them £49 to get a second delivery person.
Below is an email, which was sent off to them recently
Dear Sir
I purchased a 32" Loewe Mimo on 11th November 2003 for £1089 - invoice number **********.
Within days of receiving the unit I noticed a black spot on the screen and understand, via one of your salesmen, it is a "burnt out pixel".
The salesman had firstly suggested an engineer could possibly fix the problem and therefore would need someone to take a look at the set before an exchange could be made.
Within 3-4 days I received a telephone call to say there would be no need for an engineer to look at the tv and a replacement set was ordered for me. He informed me that this may take some time as Loewe Mimo's were very popular and, along with the pre-christmas rush, it could be 4-5 weeks until I could take delivery of the replacement unit.
Having heard nothing for around 5 weeks, I rang the sales department again to discover there was no note of my conversation in November on the system.
The salesman apologised and a replacement tv was ordered.......I thought.
I again made contact with the sales department around 2 weeks ago and again little was known surrounding the circumstances of my tv.
Finally, I received a telephone call to say a tv would be available for delivery on Tuesday 17th February.
I realised the first time my tv was delivered that only one delivery person arrives, who then asks for assistance upon arrival.
I was amazed to find that I would have to help a delivery person with my own tv from his van. What would have happened if I had purchased a Toshiba 61PH18B !
Having been involved in a road accident and currently off work with an injured back and leg, I rang the sales department to see if I could arrange for delivery to be made by 2 men.
I was informed by a salesman if a disabled person or elderly person needs help they need to pay £49 to pay for an extra delivery person. Surely this is discrimination.
If this information is made clear on your website I would not be making a complaint. However I cannot see any mention of having to assist the delivery person so a complaint, I believe, is justified.
During my telephone conversation I was asked if I wanted to pay the £49 to pay for help to get the tv to my front door. I declined. It was then suggested that he would "meet me halfway" and charge me only £24.50. Again, I declined. Then it was suggested that a neighbour could help!
I cannot understand how a company can deal in such huge items but only have one delivery person.
Surely it makes for good customer service and is obviously more practical for 2 people to be employed to do a job which is intended for 2 people.
I would also like to know how insurance works if someone who has been asked to help is injured by carrying such a large object?
I would like to point out that the fault with the tv had occurred some 3 months ago and I feel that is quite some time to wait to change a tv. I would also like to point out that the box the tv was in was fully opened and feel the tv "may" have been rejected by a previous customer.
I'm looking to upgrade a second tv to a 42" plasma in the very near future. I believe customer service and customer loyalty is paramount and would urge you to look at how this problem can be rectified.
I do not wish to change the date of delivery but would appreciate a time, to the hour, when the tv will be delivered and trust that 2 men will deliver it, without any extra cost to myself.
Regards
Chris Truman
I have had NO reply to this email even though it has been sent to two departments, sales and customer services.
I have also sent 3 emails over the last 3 months regarding questions surrounding this issue along with warranty details, again with NO reply.
If I don't receive a replacement tv today I'll "name and shame" this company tomorrow.
I would also like to know which other internet companies only have one delivery person - if any.
Cheers
Chris