Stuart Brooks
Standard Member
- Joined
- Feb 15, 2002
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How's this for a nice demonstration of the way service departments operate. (I won't name names just now as I'm still waiting for a response).
In April last year I bought an IDTV, it was fine apart from some very poor analogue reception on certain channels. (As I previously got excellent reception I thought this was odd).
This also affected the analogue channels of the VCR, but when the TV was switched off, the analogue as recorded on the VCR suddenly became perfect.
I phoned my service centre, expecting to get some advice over the phone; they insisted on paying a visit, then claimed it was because I had other TVs on sockets elsewhere in the house and that was causing the interference.
I put up with the situation for a while, then further testing with a portable TV showed interference on it too while the IDTV was on. I called the service peaple again, they decided this was most odd, sent someone round who took the TV away.
After a week I phoned to inquire after its health, and was told in needed "a new case and an analogue tuner". I asked what problem they found and the telephone operator didn't know, and wouldn't contact the engineer.
After a few weeks the parts still hadn't come in, I phoned again, no joy, if I wanted a replacement TV instead they would need approval from the manfacturer.
After 28 days I realised that the terms of my contract meant that I could insist on a replacement, which I did.
I was dismayed to find the same problem!!
When I phoned the service centre the next day they said they had just repaired my original TV, it had gone back into stock and I couldn't get it back. I asked if it had definitely cured the problem, they went away and contacted the engineer, they said yes but I couldn't get it back.
Finally I was so cross I wrote a letter to the service organisation, and I got a letter back from the Customer Services Manager to say, there was never anything wrong with my set, have you tried double-screened cable. My original set had become damaged in transit that's why it needed a new case and tuner!!
I did find that double-screened coax solved the problem; however if that advice had been given in the first place I would not have been without the TV for a month.
Worse, after keeping me without a TV for that time, they were perfectly prepared to send me back a "damaged repaired" set back to me, while deliberately keeping me in the dark about its "accident". Who knows what other damage had been done inside with an impact sufficient to require a new casing and tuner.
I have sent another letter of complaint but after 5 weeks and a couple of phone calls I'm still waiting on a reply.
Anyway sorry for the long rant. If anyone's still with me, what sort of compensation should I be looking for from this retailer?
Stuart
In April last year I bought an IDTV, it was fine apart from some very poor analogue reception on certain channels. (As I previously got excellent reception I thought this was odd).
This also affected the analogue channels of the VCR, but when the TV was switched off, the analogue as recorded on the VCR suddenly became perfect.
I phoned my service centre, expecting to get some advice over the phone; they insisted on paying a visit, then claimed it was because I had other TVs on sockets elsewhere in the house and that was causing the interference.
I put up with the situation for a while, then further testing with a portable TV showed interference on it too while the IDTV was on. I called the service peaple again, they decided this was most odd, sent someone round who took the TV away.
After a week I phoned to inquire after its health, and was told in needed "a new case and an analogue tuner". I asked what problem they found and the telephone operator didn't know, and wouldn't contact the engineer.
After a few weeks the parts still hadn't come in, I phoned again, no joy, if I wanted a replacement TV instead they would need approval from the manfacturer.
After 28 days I realised that the terms of my contract meant that I could insist on a replacement, which I did.
I was dismayed to find the same problem!!
When I phoned the service centre the next day they said they had just repaired my original TV, it had gone back into stock and I couldn't get it back. I asked if it had definitely cured the problem, they went away and contacted the engineer, they said yes but I couldn't get it back.
Finally I was so cross I wrote a letter to the service organisation, and I got a letter back from the Customer Services Manager to say, there was never anything wrong with my set, have you tried double-screened cable. My original set had become damaged in transit that's why it needed a new case and tuner!!
I did find that double-screened coax solved the problem; however if that advice had been given in the first place I would not have been without the TV for a month.
Worse, after keeping me without a TV for that time, they were perfectly prepared to send me back a "damaged repaired" set back to me, while deliberately keeping me in the dark about its "accident". Who knows what other damage had been done inside with an impact sufficient to require a new casing and tuner.
I have sent another letter of complaint but after 5 weeks and a couple of phone calls I'm still waiting on a reply.
Anyway sorry for the long rant. If anyone's still with me, what sort of compensation should I be looking for from this retailer?
Stuart