quote:

Originally posted by agentdansmith If you bought a Nintendo Wii which turned out to be faulty and took it back to the store or rang the their Customer Service line, they wouldn't say "We'll get Nintendo to contact you" would they? They would simply replace the faulty product and then deal with Nintendo themselves. I can't see why it should be any different for a $900 mixer!

fact is that dj deals probably do not have any stock. allen and heath probably send direct from their distributor closest to wherever you are situated. dj deals are not clued up on dealing vith faults on equipment woth nearly a grand. they are an internet shop. so they leave all returns with the people in the know. who can check the mixer when it gets to them and see if the recipitent has stupidly decided to plug his hi-fi speakers into it and burned it out - you would be surprised what come back to these places.

i understand that djdeals should have been more informative in the first email as to what was happening, but i bet they got in contact with a+h straight away to deal with the issue and just expected the average bloke to await contact from the manufacturer..

i would bet money that leaving it in the hands of a+h will mean quicker rectification of the issue.

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quote:

Originally posted by richg101 i bet they got in contact with a+h straight away to deal with the issue and just expected the average bloke to await contact from the manufacturer.. i would bet money that leaving it in the hands of a+h will mean quicker rectification of the issue.

Let's not keep straying from the core issue here. Like I've said I don't know how many times before, it's not the lack of speed, it's the lack of customer relations that I'm most steamed about!

Also, I understand that they probably don't have stock and I understood that from the beginning so please, stop driving that point into the ground. I get it.

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quote:

Originally posted by KristineClub Let's not keep straying from the core issue here. Like I've said I don't know how many times before, it's not the lack of speed, it's the lack of customer relations that I'm most steamed about! Also, I understand that they probably don't have stock and I understood that from the beginning so please, stop driving that point into the ground. I get it.

...and like we have been telling you over and over again their first email contained all the info you needed. You had absolutely no reason to mouth off like that - had you not done that you would had gotten proper service from them.

Like I already stated, it was wrong of them to stoop to your level. They should had ignored you altogether after the second email.

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Originally posted by Nemesis44 Sure it means that they have to take one from their stock, but that's part of being a retailer. You don't direct the customer to the manufacturer. That's horse shit.

That law applies in the UK. If it applied in the US then DJDeals would be in the wrong. The fact they didn't send a replacement is because they weren't legally obliged to, and if they weren't legally obliged to they'd have been idiots to part with a second mixer. I mean really, would any stockist do that if they didn't have to? I don't think so.

You buy over the internet - you're already forfeiting your 'sugar coated' bullshit from some slimey sales gimp.

He got his call from A&H.

The thread starter was wrong to suggest that DJDeals were 'shady'. I feel embarrassed that he accociated TA with himself in his emails to DJD.

Finito.

Jarv

quote:

Originally posted by Jarvmeister That law applies in the UK. If it applied in the US then DJDeals would be in the wrong.

If that is the case, then I take back what I said - I just presumed that the US would share similar trading laws to the UK.

But I still believe that the first email they sent was way too short and didn't explain to the customer fully the situation and how they handled these matters. The customer would have had no reason to complain because he would have fully known what the procedure was.

quote:

Originally posted by Jarvmeister That law applies in the UK. If it applied in the US then DJDeals would be in the wrong. The fact they didn't send a replacement is because they weren't legally obliged to, and if they weren't legally obliged to they'd have been idiots to part with a second mixer. I mean really, would any stockist do that if they didn't have to? I don't think so. You buy over the internet - you're already forfeiting your 'sugar coated' bullshit from some slimey sales gimp. He got his call from A&H. The thread starter was wrong to suggest that DJDeals were 'shady'. I feel embarrassed that he accociated TA with himself in his emails to DJD. Finito. Jarv

Dude, I think you will find that US consumer law is about 10 times more aggressive than UK in favour of the consumer. But I agree that KC should have been a lot more patient, it's not like they didn't try to help.

Stuff like this is why it's always best to keep the claws in unless you really need to use them.

I hope this thread dies off now.

Cheers
Nem

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Originally posted by Nemesis44 Dude, I think you will find that US consumer law is about 10 times more aggressive than UK in favour of the consumer.

Which may be the true, in which case why did he winge like an idiot and not pull the old "Replace this item or I will involve my lawyer" trick?

The law may be more 'aggresive' as you put it, but does that neccessarily mean that the onus is on the supplier or the manufacturer in instances like these?

Surely this is the crux of the issue and needs to be clarified. Otherwise there is little point discussing this further.

Jarv

I buy a lot of electronics and professional electronics and I run into lots of these problems. My only advice when dealing with this type of problem is picking up the phone and calling them. Emails = useless. Because it is less personal, people are less inclined to put forth an effort to help you. Call them and sort it out on the phone.

quote:

Originally posted by Scottaculous I buy a lot of electronics and professional electronics and I run into lots of these problems. My only advice when dealing with this type of problem is picking up the phone and calling them. Emails = useless. Because it is less personal, people are less inclined to put forth an effort to help you. Call them and sort it out on the phone.

DJDEALS has no phone number published, but I do agree with you.

quote:

Originally posted by Jarvmeister Which may be the true, in which case why did he winge like an idiot and not pull the old "Replace this item or I will involve my lawyer" trick? The law may be more 'aggresive' as you put it, but does that neccessarily mean that the onus is on the supplier or the manufacturer in instances like these? Surely this is the crux of the issue and needs to be clarified. Otherwise there is little point discussing this further. Jarv

Indeed, I think in this case the 'crux' as you so eloquently put it is 'patience' or lack there of not to mention manners.

Legally the onus is definately on the retailer. I think the ultimate point here though is that the customer was actually getting help allbeit a little different from the usual service but possibly better than just dealing with the retailer. There is definately an arguement for going straight to organ grinder rather than the monkey. A&H know their product better than anyone else.

Having dealt with a lot of these cases in a former job (with a global credit card company)on an international level not just the UK, you will find that a lot of retailers will use this tactic to delay, basically pushing the customers right to claim anything beyond the legal limit for doing so (Clearly not the case here). Leaving the customer with a busted item and out of pocket.

I think threatening with TA was a bit much, considering that we probably generate a miniscule amount of the over all income of the company in question. In other words not cool and totally toothless as a threat.

I kind of feel like kicking myself for spending this much time on this thread but I do feel that if someone is in a tricky situation like this then I would always encourage the person in question to find out about their rights. Something that appeared to fall on deaf ears or was treated as a provocation by some.

My comments were of the best intention and not designed to tarnish the reputation of any company, and I don't believe that I have done so either.

These types of rants are always best left until some form of outcome has been decided as often they can do more harm than good.

Don't worry Jarv I see your point, as with many of the other posters. I was just trying to inject a little clarity into the discussion but it appears that I may have only muddied the waters further.

Cheers
Nem

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Indeed Nem, I wasn't having a go - and sorry if it came across that way!

I'm with you - i feel i've spent too long already on this thread. But it has been an interesting one none the less!

Jarv

i bought my mixer from these a long time ago and never had problems. fortunately, going by wot i have read, i never needed to use customer services either. mind u, i wouldn't have tried to corner them into admitting they were in the wrong, that would be just as unprofessional as their responses they gave!

they will have long forgotten u and u wont be doing business with them again, that's it. the end.