Screwed by local branch of large electronics store
Discussion
Not sure if this is the right place for this so please move if required. Asking for some advice really;
Popped in to my fathers earlier for a drink and he happened to show me a large unopened box which contained a new TV purchased earlier this morning at a large national electronics retailer that sounds like slurry.
Had a phone call later to say he wasn't happy as the screen was broken when he took it out of the box. He rang the shop's national helpline who said return it to the store for a refund. He took it back and the person in the shop said it wasn't damaged when it left the shop and he must have done it. Basically the screen is cracked about an inch below the top. They are saying he must have done it with his thumbs when he lifted it out of the box. But he didn't lift it out, he laid the box down and slid it out. They would not give him his money back saying he did it. He (and presumably they) didn't check in the box before leaving the store, why would you? Surely you'd assume it to be in brand new working condition wouldn't you? There was and still is no damage to the box.
Dad had an argument in the shop and when they said they wouldn't give him another or his money back he said he was leaving it there and asked for a note to say they had received it back but they wouldn't give it to him so eventually he left the TV there and went home.
Unfortunately it was paid for on a debit card not a credit card. Is there any way to get the money back? Sounds like a scam to me but no way to prove it. So be careful if buying a new TV - check its ok before you leave the store.
Popped in to my fathers earlier for a drink and he happened to show me a large unopened box which contained a new TV purchased earlier this morning at a large national electronics retailer that sounds like slurry.
Had a phone call later to say he wasn't happy as the screen was broken when he took it out of the box. He rang the shop's national helpline who said return it to the store for a refund. He took it back and the person in the shop said it wasn't damaged when it left the shop and he must have done it. Basically the screen is cracked about an inch below the top. They are saying he must have done it with his thumbs when he lifted it out of the box. But he didn't lift it out, he laid the box down and slid it out. They would not give him his money back saying he did it. He (and presumably they) didn't check in the box before leaving the store, why would you? Surely you'd assume it to be in brand new working condition wouldn't you? There was and still is no damage to the box.
Dad had an argument in the shop and when they said they wouldn't give him another or his money back he said he was leaving it there and asked for a note to say they had received it back but they wouldn't give it to him so eventually he left the TV there and went home.
Unfortunately it was paid for on a debit card not a credit card. Is there any way to get the money back? Sounds like a scam to me but no way to prove it. So be careful if buying a new TV - check its ok before you leave the store.
I wouldn't call it a scam. I would say poor customer service. Go to their head office. If they refuse to do anything threaten to go to the papers. They won't want bad press, and in fairness whenever I've taken things back before they've been fairly good at replacing them. You could have just come across a shocker having a bad day in the shop.
tty situation, but perhaps they honestly believe your dad knacked it?Yes, I guess they do think he broke it, but I believe he didn't. He is very careful and was really chuffed with it before he'd even opened the box. He's also very honest and if he had screwed up he'd have put his hands up so I'm sure it wasn't anything he did.
I'll tell him to try to ring the head office on Monday but think he is thinking small claims, but I'm worried he left it there.
Good shout about debit card being visa. I'll get dad to ring his bank too.
Thanks everyone.
I'll tell him to try to ring the head office on Monday but think he is thinking small claims, but I'm worried he left it there.
Good shout about debit card being visa. I'll get dad to ring his bank too.
Thanks everyone.
Edited by chrisga on Saturday 4th October 22:47
Two points
1) if it can be damaged by taking it out of the packaging, then either the TV or the packaging isn't fit for purpose.
2) under SoGA, a fault that occurs within the first 6 months is generally taken to be present at time of manufacture. The onus is on the vendor to'prove otherwise.
1) if it can be damaged by taking it out of the packaging, then either the TV or the packaging isn't fit for purpose.
2) under SoGA, a fault that occurs within the first 6 months is generally taken to be present at time of manufacture. The onus is on the vendor to'prove otherwise.
marshalla said:
Two points
1) if it can be damaged by taking it out of the packaging, then either the TV or the packaging isn't fit for purpose.
2) under SoGA, a fault that occurs within the first 6 months is generally taken to be present at time of manufacture. The onus is on the vendor to'prove otherwise.
Outwith this particular issue, if I take a new glass vase out of its box and accidentally drop it on the floor, that isn't a fault that's going to be 'taken to be present at time of manufacture' is it?1) if it can be damaged by taking it out of the packaging, then either the TV or the packaging isn't fit for purpose.
2) under SoGA, a fault that occurs within the first 6 months is generally taken to be present at time of manufacture. The onus is on the vendor to'prove otherwise.
Punters break stuff all the time. It's not the shop's fault.
(that's not a comment on this particular case)
SpeckledJim said:
Outwith this particular issue, if I take a new glass vase out of its box and accidentally drop it on the floor, that isn't a fault that's going to be 'taken to be present at time of manufacture' is it?
Punters break stuff all the time. It's not the shop's fault.
(that's not a comment on this particular case)
Not going to bite.Punters break stuff all the time. It's not the shop's fault.
(that's not a comment on this particular case)
Edited by marshalla on Saturday 4th October 23:00
Firstly, let them show it was undamaged at shipment.
Secondly, get an engineer to determine the nature of the fault and cause, it could have been damaged in transit - but ascertain the reason for the break and the likely forces required - if unlikely to have been done at home, then the onus has to be on the retailer to show it was in good condition when it left them.
I suspect there won't be any.
Secondly, get an engineer to determine the nature of the fault and cause, it could have been damaged in transit - but ascertain the reason for the break and the likely forces required - if unlikely to have been done at home, then the onus has to be on the retailer to show it was in good condition when it left them.
I suspect there won't be any.
I recently got a 3.5 year old TV from DSG repaired for free.
You are speaking to the wrong person. Go back and speak to the store manager.
I can't believe that tact. And I say that as an ex employee of the group - albeit 15 year ago..
I remember a customer returning a printer with a brick and plank of wood in the box, claiming it was like that when he opened it. He got a new one.
You are speaking to the wrong person. Go back and speak to the store manager.
I can't believe that tact. And I say that as an ex employee of the group - albeit 15 year ago..
I remember a customer returning a printer with a brick and plank of wood in the box, claiming it was like that when he opened it. He got a new one.
Edited by JustinP1 on Sunday 5th October 00:15
JustinP1 said:
I remember a customer returning a printer with a brick and plank of wood in the box, claiming it was like that when he opened it. He got a new one.
Many moons ago I know that a warehouseman was swapping camcorders out of their boxes for half bricks.Another customer tale... guy buys washing machine. Declines (free) delivery, wants to take it there and then. Helped into his car. He was reminded about how to remove the transit bolts. Salesman was told "yeah right I've down it loads of times before".
Next day, screaming customer on the phone complaining that the machine is bouncing across the floor and demanding a new one. An engineer call insisted. Engineer turns up. No transit bolts. Opens machine. Carnage. Customer "it took me 4 hours to chip that concrete block off"...
Engineer leaves. (To the uninitiated, many machines have a big concrete block above the drum to reduce vibration, it is supposed to stay in place)
In this post, I'd be expecting a refund/replacement.
This isnt a scam - it is a problem that has blighted Dixons for years. Imbeciles in stores.
My advice would be to write to their customer services department in Sheffield explaining what has happened and it will be rectified.
You could also call again and explain what has happened and ask that they call the store manager and arrange the return for you.
My advice would be to write to their customer services department in Sheffield explaining what has happened and it will be rectified.
You could also call again and explain what has happened and ask that they call the store manager and arrange the return for you.
If the customer collected the TV then it could easily have got damaged in transport as modern screens break very easily.
Also removing a large screen from the box and fitting the stand can result in the screen breaking if not handled correctly.
If it was delivered by a courier than it could have been damaged by the courier, or by the customer when the TV was assembled.
Also removing a large screen from the box and fitting the stand can result in the screen breaking if not handled correctly.
If it was delivered by a courier than it could have been damaged by the courier, or by the customer when the TV was assembled.
lbc said:
If the customer collected the TV then it could easily have got damaged in transport as modern screens break very easily.
Also removing a large screen from the box and fitting the stand can result in the screen breaking if not handled correctly.
If it was delivered by a courier than it could have been damaged by the courier, or by the customer when the TV was assembled.
In that case, shops should not be selling these items without providing an installation service as part of the purchase price. If it can be assembled the customer it has to be fit to be assembled by the customer.Also removing a large screen from the box and fitting the stand can result in the screen breaking if not handled correctly.
If it was delivered by a courier than it could have been damaged by the courier, or by the customer when the TV was assembled.
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