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The DJDeals.com saga... (pg. 3)
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| charlie lloyd |
| quote: | Originally posted by Nemesis44
Actually I'm with the forum starter on this.
When you purchase an item from an outlet they have the obligation to ensure that you get a product that works for the purpose it was intended for and if not then you have the right to return this product for either a refund or exchange for a new one.
This does not mean that you should be turned away to the manufacturer.
I would actually consider checking this with your local laws and consumer groups but I'm sure this is not right, perhaps someone else knows?
In the UK this is not acceptable and the company that sold you the faulty merchandise needs to ensure that you get a working replacment or a refund. The fact that they sold a faulty product is their problem to be taken up with the manufacturer. That's partly why they are getting your money. |
yeah im with you on this, i think its something along the uk consumer laws that covers it.
i had a situation over a digi-box in currys the other week where it wouldnt turn on at all, i then took it back where the shop assistant tried every sarcastic excuse to make out it was my fault before eventually replacing the faulty box.
i can see why some people think you went too far but theres a sad fact about society today where the customer is no longer right, the assistants etc get the training which is pretty much taylor made for dealing with awkward customers although they end up treating all customers the same way.
but in your case, i think theres a problem with email contact where its a bit less formal so even a one line response to one person would be fine where to you it could be unsatisfactory or rude.
i always find that if you need to get in touch with a company over a complaint or whatever then its best to send a letter. |
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| ZeJayMan |
They should change their standard email from
"Allen & Heath will be in touch about a replacement."
To
"Allen & Heath value you as a customer, much like we do at DJDeals, while we're waiting, how about we send round a female employee as you're clearly not getting laid"
It's not DJ Deals problem, it's Allen & Heath's problem, and DJDeals seemed to do everything possible to give you a speedy service. After the second email you send to them, you do seem like you're just arguing for absolutely no reason at all. |
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| KristineClub |
| quote: | Originally posted by ZeJayMan
It's not DJ Deals problem, it's Allen & Heath's problem, and DJDeals seemed to do everything possible to give you a speedy service. After the second email you send to them, you do seem like you're just arguing for absolutely no reason at all. |
Referring back to my restaurant analogy...
can anyone find a fault in that argument? Is it not the same exact thing only on a much larger economical scale?
Again, I'm not complaining that they didn't deliver speedy service because they were pretty quick to answer my emails but are apologies a thing of the past? Call me super sensitive if you want but I still think that being apologetic and showing your customers that you appreciate their business is the key to running a successful company. Yeah, I could have handled the situation better, I should have, but the point is that they caused me to wait almost four times the length of time that I should have and they don't care.
The next person that wants to tell me that I'm being a baby over this, first why don't you try to convince me that you wouldn't stiff your server in that situation. If you say you'd walk out of that restaurant with a smile on your face you're full of . |
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| xtr3m |
| Personally, I'd rather have a single sentence reply that's straight to the point than a few lines worth of sugarcoated, template-based bull. Don't forget that Internet shopping has its nuances as well. |
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| KristineClub |
| quote: | Originally posted by xtr3m
Personally, I'd rather have a single sentence reply that's straight to the point than a few lines worth of sugarcoated, template-based bull. |
When I ordered the mixer I expected to have it in my hands and working on the date that it was scheduled to arrive at my house. Forget the apology for now, how about letting me know when I can expect a call from the manufaturer and giving me a point of contact? That way, if I don't hear from them in, say, 48 hours, I know who I can contact to have it expedited. I had no idea how long it would take for someone to get back to me and I wasn't about to sit around to find out.
I like that you can order something online and just click, buy and send without having to deal with bull salespeople that sugarcoat but when something goes wrong, I expect to have an actual person to help me with the problem instead of some automated one-liner. It must be just a personal preference, I don't know. |
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| discobiscuit |
man you guys would have done the same thing... you weren't over the top man. a one sentence answer to a 900 dollar question? and then smartass remarks to each of your emails. THAT WASN'T ING PROFESSIONAL AT ALL. when i deal w/ customers i try to console them and sympathize. the guy on the other end of those emails was not professional. i read a few posts from people defending djdeals... DJDEALS!!!
i was ting myself as i read it ~ are you serious!?
i loved the thread |
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| richg101 |
| i agree that they could have been a bit more 'personal' with their first email. but buying a mixer for a grand is a lot different to buy a hi-fi from a high street chain who deal only in sony/panasonic and other consumer goods. these days companies like djdeals probably dont even have stock. they leave it all to the manufacturuer/distributor. it the only way their prices are able to be as low as they are... |
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| nousplacidus |
| quote: | Originally posted by jdat
sorry but you're a tight ass
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Sorry but he's right.
Why would I give someone money if they aren't going to even SOUND like they care. Just fake it for the love of pete, I'm giving you money and business, type an extra couple of words.
Lazy bull if you ask me, I won't buy from them thats for sure.
[edit]. I dealt with Caserta in buying some gear and he took a considerable amount of time to answer all my dumbass questions (20 or so PMs and Quotes). Maybe I'm old fashioned but I would be willing to pay and extra 10% for the customer service and knowing that they are willing to make it right if something gets messed up. |
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| Nemesis44 |
I'm sorry guys but I'm going to insist that the outlet has customer obligation in terms of ensuring that the person that's parting with their hard earned cash gets what they paid for.
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 .
Let's say it wasn't a mixer but a Persian carpet instead. Are you guys suggesting that you would be happy if a shop told that some guy in Iran would be contacting you? (This is a reference to Infrastructure and communications not any issue of nationality or culture).
I do however have to say that I commend both A&H and Ecler for ensuring that their customers are looked after. Not all manufacturers are as accomodating as that. Try getting help with something like this from Sony, sure they will help you... eventually.
This is one of the things that's negative about purchasing electronic goods on the net. You don't have the opportunity to go to the outlet and look the retailer in the eye.
In case you guys wonder why I'm sticking with this, the reason is I used to work for a well known credit card company dealing with fraud and customer disputes. Whilst this case is not fraud, you do have the right to contact your credit card if you do not get what you have paid for, which is in this case an A&H mixer. It is the retailers obligation, and they will have an agreement with the card company that you used. You could also contact them and see what they say.
Notably, these policies were primarily championed by American companies and the US is renound for it's brutal customer rights in favour of the customer. :nervous:
Cheers
Nem |
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| nousplacidus |
| quote: | Originally posted by Max Thomson
True, they could have apologized for the inconvenience, but that won't get you a new mixer any faster, will it? |
Isn't that the point. If its no extra work for them to be cordial and ACT like they care (because in the end they aren't doing anything) why not do it, he just payed you. |
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| starboy |
| with thread starter on this one |
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| agentdansmith |
Yeah, I'm with the thread starter as well.
As a retailer, it is your responsibility to ensure that the customer gets what they paid for and then deal with your contacts to replace the faulty item afterwards - it's the way things are done, and if you can't offer that service, then you shouldn't be in retail.
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! |
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