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Unbeatable Unbelievable

Discussion in 'TVs' started by jock2, Nov 19, 2002.

  1. jock2

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    I have just had a bad experience with Unbeatable I am disabled and I ordered a 36" Thomson telly from them I explained that I was disabled and the telly was supposed to be delivered by a two man team during the day as a couple of my friends were going to set it up for me when they finished their work. It got delivered yesterday but there was only the City Link driver I had to chap up my next door neighbour who is on night shift to give the driver a hand to get it into the house. They were going to have struggle to get it through the kitchen door so the driver asked me for a large knife and proceeded to cut the box to pieces eventually the telly was left in the living room.
    Last night when it was connected up half of the screen was a green colour. When I contacted Unbeatable this morning they were not going to get it lifted as their courier would not lift it if it was not boxed up. I eventually got to speak to someone in authority and I told her that if they did not take it back and refund my money as it was their courier who destroyed the box and that the television was faulty that I would contact the Trading Standards then she agreed to have a empty box delivered to me and a two man team to repack the telly, but she was not sure when this would be done
    Has any one else had this sort of problem?
     
  2. mh66639

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    Yup, fraid so.

    2 tellies, 4 days off work, 1 man cowboy crew each time (when I asked for 2), poor customer service, manager was too 'busy' to hear me.

    On the positive - they were quick when ask to do something.

    Seems like most Internet companies have the same aftercare if you check pricerunner.co.uk.

    I'm sat without TV, waiting for my barclaycard to pricematch with, so I can buy from a store where I can make sure I get results face-to-face.

    Matt.
     
  3. Stuart Wright

    Stuart Wright
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    A difficult one and not much help but as I've said several times previously (and site advertisers won't like this but) I can't recommend buying TV's mailorder. They are just too big and too problematic.
     
  4. alle v

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    ...Thats terrible m8y. Even without the fact that you are disabled they shouldn't dream of sending out a one man team.

    I wouldn't offer to help at all as you have paid for delivery and thats what you should get.

    I got mine from the Sony Centre. Delivery was £12 and two blokes arrived to unload it. I did try to get them to leave it upstairs but they were having none of that :D ...thought I'd try though ;)

    We shouldn't be expected to help them do their job though and risk personal injury.
     
  5. mh66639

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    Sadly I helped each time - only cause I took a day off work each time and it would double my days off if I rejected to help....I'm sure its done my back no good 100kgs.

    My advice is to go somewhere that cares; I've been down this road.

    Yes Sony Centers seem good - the guys in the shop will actually deliver it (this one anyway) and whenever I want it.
    I've not yet tested the aftercare if I have problems with it. eg. same excuses of "within spec" that I will not accept for a £2000 TV!

    Matt.
     
  6. TooManyHobbies

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    On a simalar thing buying local doesn't work I've had trouble with Currys bought large fridge freezer damaged the nice stainless steel door while delivering it took 3 months of argueing with them before they swapped it then while delivering the replacement and tore the kitchen flooring.
    I then swore I would never buy from the again but then 6 months later purchased a dishwasher from them it turned out to be faulty contacted the salesman and was told there were no more on the company so they sent a repairman who couldn't repair it who had to be told that he had forgotten to put parts back in he had removed. In the process had thrown water all inside the casing then plugged it back into the mains which then tripping the electric 10 minutes after he had left. As I was at work my partner had to call the eletcric company out to reset the RCD. I then dove to 5 Curry's stores and found the same dishwasher in all 5 stores before driving back to the orignal store demanding to see the manager who did sort one out for the follwing day.
    Another friend had a American style fridge/freezer delivered from Curry's in the process the delivery men scratched the solid oak floor after 6 month of letters they have not got a penny from them compensation and I know it cost a fair penny to put right.
    And finaly B&Q have just taken over two and a half months to deliver me a radiator they agreed to deliver in less than a month it has taken 3 personal visits 5 none returned calls before speaking to manager who had it delivered 3 day after speaking to him.
    These are the short versions of the event but the amount of stress it causes but they all happy to take your money and then well customer service goes through the window once you've paid I must say I have had less problems with goods ordered over the internet in my experience. :(
     
  7. shaunthedude

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    well i got mine from currys. I am now on my 8th set due to manufacturers faults. Each time Currys have sent two men to pick up the faulty tv and replace it. Each time it has been carried upstairs too. Great service. Not one winge from any of the delivery guys, nothing was a problem to them.
     
  8. perrdl

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    Yeah I had a bad experience with unbeatable too.

    I ordered a TV off them, and after THREE weeks I was told there would be a delivery the next day, which did not come, so a wasted day off work.

    When I phoned up to enquire what was going on the next day, I was told that "The TV has been discontinued", when I complained they were very unhelpful, and I would not recommend them to anybody!

    I think you should e-mail Which? Web Trader, and let them know your experience, as I did, and apparently I was not the first!
     
  9. KeefyR

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    I think the moral is that you get what you pay for. I tried to order a DVD player from Empire direct -- it was in stock and promised on three seperate ocassions -- never even made it out of their warehouse despite a specific promise from the supervisor to make sure nothing went wrong on the third day I took off work.
    Cancelled the order and bought from a local supplier -- to their credit Empire have just sent me a letter offering extended insurance for the DVD they couldn't deliver so they can deliver some things !!

    Agree totally about the TV thing - bought my Philips 9617 from a local specialist dealer at full retail price - great service and set up, local knowledgeable engineers who are out on the same day, plus a two year guarantee -- and then I used Barclaycard to price match to lowest price I could find on the net
     
  10. astonbilla

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    I've had my fair share of nightmares with unbeatable too, including my 67 year old dad having to help carry a TV.

    I do feel however that the blame should be put on the doorstep of Citylink. On one occasion, they told me they did not do Saturday delivery. I believed that until i got my TV on Saturday!

    The whole way through my ordeal (4 TVs) with unbeatable, i could not fault them as they always offered to replace the Tv atht i didnt want or was faulty. You try and but a TV from the Dixons group and return it because you dont like it. They would laugh at you.

    Anyways, yes i had hassle, yes it would be easier from a local store, but is it worth it?

    For a saving of £250-£500 i'd say it was.

    Also, no matter where you but the set from there will always be local authorised repairers.

    Jock2, i totally sympathise though, it does often seem like Unbeatable tell Citylink to do something - yet they always do their own thing. Don't let it lie - email the MD Gary Parker.
     
  11. gringottsdirect

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    ....and mostly they will refer you back to the original supplier to resolve your service problems.
    In particular, most Sony and Panasonic dealers have signed new contracts which specifically exclude any obligation to offer after sales service to customers who bought elsewhere.

    If you are happy to return your item at your expense ( including insurance ) there isn't a problem.

    My elderly neighbours recently bought a Sony KV36FS70s from Empire Direct saving almost £600 against Currys / Comet and such.
    For 10 months it was fine, I tuned it in, built the cabinet and connected up their Sky and DVD.
    When they rang Empire complaining the picture had turned green they were told to obtain service from a local independent, on trying this they were referred back to Empire. Empire agreed to receive the set back for inspection, but my neighbours would have to pay carriage / insurance.
    This tv weighs 100kg so again I was summoned, turned out to be a loose scart on Sky, pushing it home all the colours returned :rolleyes: .
     
  12. neilo

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    I had problems with Unbelievable too....they did nothing till I emailed Gary Parker..so I would do that as suggested earlier
     
  13. astonbilla

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    gringottsdirect,

    i had trouble with my Sony from Currys and they would not sort it. After 2 years i contacted Sony who arranged for a local authorised repairer to come out at no charge. Within warranty, i will always go straight to Sony.

    Anyway, my local independant has always been helpful and kind. He has never referred me back to anywhere. As i mentioned he is an authorised Sony repairer so surely he via Sony has to honour the 1 year warranty. My experience of working in retail tech support for 4 years taught me that if the store/supplier isn't willing to help, the manufacturer will.
     
  14. gringottsdirect

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    Nope, he doesn't have to. :cool:

    You are fortunate to have a local dealer with this attitude, maybe he is approaching his ( golfing ) retirement :) , and likes you as a person.

    I'm with you on the idea of approaching Sony directly, their problem is that most " local dealers " have the opinion that Sony can go ( rhymes with truck ) themselves. Even Sony can not provide nationwide service cover, but have an obligation under EU law to resolve warranty issues.
    U.K law states the obligation is that the original supplier has to resolve the warranty problem, so at the moment the mail order suppliers are facing a problem.
    The previous goodwill of the " locals " has run dry, as for the fortunate few like yourself, who have found a " co-operative " dealer, good luck to you.
     
  15. Jimmi

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    I've had reasonable service from Unbeatable.
    The TV I brought from them had a fault so I phoned them and they said that they could replace the set or give me the number of an engineer. The fault seemed like a common problem so I chose the engineer option (although I didn't think it was best customer service to expect the customer to phone the engineer).
    Anyways, the fault got worse so I phoned unbeatable and they swapped the TV straight over for a new one in less than 4 days.
    However, like someone else has already said, Citylink seem to be a real problem. On both occasions my TV was delivered by 1 man and the faulty TV which was taken away by Citylink was (get this!) 'rolled' down the road back to the van because the lone Citylink worker refused to pick the heavy box up.
    I do seem to have picked up a ridiculous amount of spam mail since using unbeatable though.
     
  16. drew

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    I live near enough to Unbeatable to pick up from their warehouse, which is what I did for a Sony TV recently.

    (To replace my 16 year old Sony KV-27XRTU, now that was a good telly)

    But I wasn't happy with the picture on my new replacement Sony, so rang Unbeatable who took it straight back and gave me a refund. Very impressed with their style and attitude.

    If they're being let down by their delivery company, I can relate to that. Sometimes with big househould goods you get a really helpful delivery guy/guys who'll take care and put the product where you want it. But it's luck of the draw, - just as often it's a grumpy git.
     
  17. jock2

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    This is a update on my experience with Unbeatable


    I received a phone call from the supervisor today she told me that I would get an empty box delivered to me on Monday but I would have to repack the telly myself when I reminded her that I was disabled she said in that case "I would have to get someone to do it for me" and to phone when it was repacked and City Link would come back and pick it up. I reminded her that it was supposed to a two man crew that delivered it and only the driver turned up. She said that two would come to pick it up after I phoned to say it had been repacked. When I asked why they could not put it in the box she said that they just pick up returns not repackage them.

    I did not tell her as I suppose it would only delay it further but I was in touch with Trading Standards, explained the situation to them and they told me that if the telly was being returned because of a FAULT that there was no UK law to say that it had to be returned with the box.

    I have arranged for a couple of friends to put it in the box on Monday evening after they finish their work. I am just hoping that two men are sent to lift it as I am waiting on a phone call to be admitted into hospital and it will only be my 82year old mother who will be in the house.

    If everything went ok I was going to order a 36" from Empire as they do the delivery plus installation for £70 but after reading the thread from GM about Empire I am having doubts about them.

    Any help about getting a 36" tv delivered and installed over the net appreciated

    I am thinging about the Sony KV36FS76 and I don`t want to give Currys or Comet etc an extra £400-£500 when most of their staff could not tell the differance between a RGB and RIP
    Asked one the other day about the Sony KV36FS76 that was on in the shop showing the Dyamic Cannel Index if that was all it did and did it not give picture and picture had to tell him what picture and picture was. He said no it did not give P&P I asked him if "Currys trained him for Deep Sea Diving or to inform the public about the products that they sold".
     
  18. Paul D

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    Sound And Vision have a dedicated two man team.

    Click here for their website

    Never used the their delivery sevice, so cannot comment on how good it is though.
     
  19. gringottsdirect

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    So some dimwit at Trading Standards is actually suggesting returning a very expensive, easily damaged item with no protective packaging! Now that really is Unbelievable.

    Your insurance cover will be void if the television is not properly packed, the courier wouldn't accept it anyway. Hopefully, you do have the necessary insurance cover ?
    Never send un-insured items back to mail order dealers.

    To be fair to Empire and Unbeatable, why does anyone think a courier will unpack or repack their tv, next they will be complaining City Link won't set it up and tune it in :D .
     
  20. gringottsdirect

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    jock2,
    Sony KV-36FS76U has 2 tuners, Dynamic Channel Index and Dynamic Picture and Picture.
    Picture and Text too.
     
  21. mh66639

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    gringottsdirect...what insurance cover do you mean?

    If Citylink transport through Unbeatable the insurance is down to Unbeatable.

    I agree with jock2 - its up to CityLink to ensure it is packed wel in their van - they will reject it if it is not though. "Ricoche" who Unbeatable also used in my area, actually helped me pack the TV (you have to do it outside) and disassemble the unit. In jock2's case /I/ would help out!

    jock2...I wouldn't hold my breath on the two man crew - I ask 3+ times and never saw more than one!

    Matt.
     
  22. gringottsdirect

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    It's worth making sure the item you are returning is insured against damage and theft. Empire told my neighbours this was an extra cost. Maybe Unbeatable are different ?
    If a mail order dealer sends an item to you they will insure it, but if you are returning an item to a mail order dealer it's worth checking it will be covered.
    This is particularly relevant when the guarantee has expired, if local dealers will not provide service the television will have to be shipped back to the supplier, sometimes people don't bother buying insurance cover.

    CityLink expect to collect properly packed packages, they do not expect to help with packing / unpacking.
     
  23. jock2

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    Update from Jock,

    Got the tv boxed up on Monday night, phoned Unbeatable on Tuesday morning was told that it would be collected on Wednesday. Told them to make sure that two men came to lift it. I had to go out for a short time but my neighbour came in to make sure someone was in when they came. CITY LINK came when I was out my neighbour told me that they tipped it over to get it out the door queer how it came IN without having to be tipped over same size box. They tipped it over again loading it into their van. They pulled the my draught excluder of the door front on their way out with the box. I phoned Unbeatable and told them that I was not going to accept any blame if any damage had been done to the tv as I had witnesses that apart from the orignal fault there was nothing else wrong with the tv when it was boxed up. They then wanted to know if I wanted a replacement I said you must be joking if that is the way your couriers handle tvs I am not surprised that you have so many returned she said if there was any damage done to the tv (meaning mine I think) that they would just claim of City Links insurance.
    I was supposed to be going into hospital this week but I suggested that I go every day for treatment they agreed so if I feel up to it I will go to John Lewis on Saturday and see if I can get a price match on the Sony KV36FS76 (see thread Sony KV36FS76 by Aqureshi) as they do delvery and installation plus a 5yr waranty

    Jock2
     
  24. RiskyLuca

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    I seriously think Unbeatable need to change their courier!
    Helped set up my father-in-law's Tosh zd26 and Sony DAVS 550 from Unbeatable at the weekend. Over the moon with the TV, the DAVS 550 and Unbeatable. However not impressed with Citilink who's driver dropped the stand out of the van!! Needless to say it was damaged and waiting for the replacement on Friday!
     
  25. WSH

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    Our local city link depot is so disorganised, that when I went to collect a graphics card from them they took 25 minutes to find it. I was the only customer there and it was 9.00pm.

    Securicor is even worse though. On two occassions my goods were sitting in the local depot for 2 weeks before I phoned them up. That was meant to be next day delivery. I assumed the supplier was out of stock.

    On the other hand, never had a problem with parcel force.
     
  26. Guest

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    I returned my TV, 2 men took it and two men brought another back. Can't complain as they were on time both times. Unfortunately there was 10 weeks in between. Now if you want my opinion on Toshiba.....:mad:
     
  27. aaronjon

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    IMHO
    a bit of common sense required here:-

    city link and such are just like royal mail ie. package delivery firms.
    any good online site using city link will print a disclaimer stating they mostly use one delivery man and he will require help to unload/deliver heavy items to your door.
    the two men special delivery/installation/setup teams usually come at a cost. (which is or should be obvious with low online prices---- also if they are not your local dealer/supplier then after sales service can be rather pot luck, when you can`t see eyeball to eyeball).
    i know it should`nt be like this, but it`s what sorts out the best from the rest.
    i happily paid 25 pound for my rptv delivered, set up with dvd, video, tuner, speakers by local comet.(some how i cant imagine royal mail doing that even for 25 quid).
    as said previous you pay for what you get, if you get it free then you have done well my friends.
     
  28. breezer

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    I must say that it is not always the 'courier company' at fault it is the drivers, once at work when we had some computers delivered I saw the delivery guy drop the system units from the lorry onto the floor to save time, he didn't do this to the monitors (used the truck lift) as he must have known that they wouldn't survive. A quick call to the supplier sorted this out.

    With this type of activity going on you soon realise why some pc manufacturers us a glue gun to keep some components in place.

    Breezer
     
  29. mh66639

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    aaronjon,

    It shouldn't be that the cheaper companies are any worst - if they are run properly.

    I would expect a good TV company to NOT use bad delivery companies at all! :)

    Delivery was not free @ Unbeatable - was around 25 but now 40 (I think)

    The problem is not only the delivery company but customer service. When they agree 2 man crew, they should darn well send one!

    ALL courier companies should take care of goods, regardless.

    Matt.
     

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