I feel a little bad, but I really shouldn’t.
In June I ordered a new hard drive and an external case for it to shift all my music onto. The case was $95. I bought it off eBay (new, from a retailer) and it was shipped from somewhere near Sydney.
Three months later, the thing turned off and refused to turn on again. These cases are notoriously bad quality, supplied with (what I assume) is a cheap or inappropriate power supply unit. I packaged it up and sent it back with a note requesting a refund, explaining the problem.
It wasn’t until a week later, after an inquisitive email that I finally hear confirmation that it arrived at the store. The person who emailed me described very vaguely (and slightly contradictory) that it was going to be checked over and then sent on (or something…). But I asked for a refund? Oh, well, as long as I get a replacement. When that one dies, then I’ll kick up a stink.
This all happened the same time I my MacBook was in Apple Purgatory, so I didn’t think much of it, focusing my anger on Apple. A month passed and I emailed again, but didn’t receive a reply. A few more emails were sent, but never got any reply. The second last email I sent said something to the effect of “Before I take this further…”. Still, nothing. Do they need to hear the words? Obviously, yes.
Today I sent off a fax and email at the same time, outlining very clearly my rights to a refund, and stating explictly the magic words in any customer relations battle… Department of Fair Trading. I also said I was sorry it had come to this, but they had given me no choice (hrm, maybe a little too Ian Roberts)
What do you know, just now an email has come through with word of a PayPal payment of $95. Shame they hadn’t just replied to a few emails and saved themselves the loss.
Don’t forget to watch Naomi tomorrow night for the full story.
It’s sad, but I know that Today Tonight don’t have any better stories…so I’ll tune in :)
I am finding it interesting that stores that sell electronic devices rarely want to refund money or replace stock preferring to send it on for repairs. I am reminded of the time my adsl modem died and I took it back to Dick Smith to replace – I had to actually buy another one because they were sending it back to be repaired. The reason? Store policy is to repair rather than replace.
I did eventually get the old one back, but this logic astounds me – most times it would cost more to courier off for repair than to just give out a new one.
AJ – Naomi said she was too busy investigating a new drug that’s going to cure everyone’s cancer (and tastes like milk chocolate) to deal with my small issues.
Kevin – I know what you mean. It must be cheaper (and less hassle) to just hand one over. Also, doesn’t pleasing the customer mean anything?
Thos magic words, “Dept of fair trading” works every time.
I just used it on my Real Estate to get my sink fixed.
Twats.