Guest nellie2 Posted October 3, 2003 Report Share Posted October 3, 2003 I was in the Littlewoods Index store in my town today...... buying myself a little present. As I was waiting for my goods to arrive this bloke next to me was discussing a home entertainment system he had bought with the assistant. Basicaly it was supposed to play all sorts of things but it wouldn't play CD-R's. The shop assistant was going to change it for him I think when the assistant manager came clumping over (wooden floors!!) and said........ in a very confrontational manner I thought... that because the 16 day money back guarrantee period had gone then they wouldn't exchange the goods. He said he didn't want his money back, just to change the goods.... she walked off saying no over her shoulder. Then the manager came clumping over (wooden floor again) she wouldn't even stop what she was doing and just repeated what the assistant manager said. The poor assistant was incredulous... luckily the bloke was very reasonable and although he wasn't happy he asked for the head office details so he will take this further.I was totally gobsmacked... the least they could have done was give this man 10 minutes of their time, listened to what he had to say... explain store policy, although I think they are wrong but we won't go into that here... and then give him a line of enquiry to follow if they cannot help him... like details of the complaints policy etc. I don't know about him but I am still hopping mad about this :angry: Quote Link to comment Share on other sites More sharing options...
monkeyhanger Posted October 3, 2003 Report Share Posted October 3, 2003 What an absolute disgrace. Were there many customers in this morning?This does not go down as good customer relations. As you say they could have listened to what He had to say, then say it is company policy not to refund or swap the goods after the qualifying period. Mind you if it did say on the box or catalogue that it would play these disks, surely they won't have a leg to stand on.How come you can go into certain shops with brilliant shop assistants. Yet you go to others and it is a chore for them to serve you, that's if they can be bothered. The later type I vote with my feet and wallet, I will deposit the items on the cash desk and walk out. :lol: But for managers to do this is unbelievable. If they treat there customers like this god help the staff under them. Quote Link to comment Share on other sites More sharing options...
Guest nellie2 Posted October 3, 2003 Report Share Posted October 3, 2003 You are right Monkeyhangar........... the shop assistant was brilliant but her hands were tied. How those managers got to be managers though is beyond me. Quote Link to comment Share on other sites More sharing options...
Redhat Posted October 3, 2003 Report Share Posted October 3, 2003 One acronym sums up bad customer relations to a fine point. NTL. Quote Link to comment Share on other sites More sharing options...
Tankus Posted October 3, 2003 Report Share Posted October 3, 2003 they got through by watching margins.....!Going to get slated for this , but a possible flip side ....Did he ask for one that played CDR's ? the machine does what it sez on the box , what is littlewoods going to do with a used second hand product through no fault of their own ...customer sez " I want that " , they sold it to him in good faith.....You want low prices , ok, shops run on lower magins ,but that will squeeze good will ....Off on holiday in 18 hours, you lot can slate me as much as you like , I dont giva monkeys...! arf arf Quote Link to comment Share on other sites More sharing options...
Guest Shirley_Crabtree Posted October 3, 2003 Report Share Posted October 3, 2003 What is littlewoods going to do with a used second hand product through no fault of their own ...customer sez " I want that " , they sold it to him in good faith.....Assuming that the unit had been barely used in the few weeks it had been owned I would guess that Littlewoods would/could send it to one of their repair centres which will have a "refurb" section.Here it would/could be lovingly refurbished and repackaged to be sold as new!!This happens regularly in the retail world AFAIK.( I used to work in that area)OK there are costs incurred in refurbishment but the upside is that this customer would have been happy with his treatment and would have felt that he had been treated nicely.I used to work as an electronics engineer with a major high street company...I once got a car-stereo to repair....and the main PCB had obviously been snapped in 2 by the customer...I told my line manager that the item had been willfully sabotaged...and he still told me to replace the pcb to keep up customer confidence..I thought he was mad!!But I understand what he meant now...Littlewoods can afford to accept a small loss,their managerial appointments seem,in this case,to be stupid.I once bought a loaf from ASDA.I got about half-way through it and found a green "object" that looked like a great big bogey..I was disgusted and took the remains to my local store where I bought it from....The store greeter immediately summoned the head of the bakery department who then explained that it was in fact edible grease used in overhead conveyers....I was given a full refund and told to take another loaf as a replacement...Customer-care?......EXCELLENTLittlewoods (in Nellies area) Customer care....Rubbish.Cheers.Shirl. Quote Link to comment Share on other sites More sharing options...
Tankus Posted October 3, 2003 Report Share Posted October 3, 2003 editable grease .....arf arf.. fell for it ....eh ...shirl ...?It was snot ....enjoy ....!Assuming that the unit had been barely used in the few weeks it had been ownedOnce opened , it is second hand, and irrelevant ,if it was used once, or a hundred times............. Quote Link to comment Share on other sites More sharing options...
bvw Posted October 3, 2003 Report Share Posted October 3, 2003 As Littlewoods are selling all their stores shortly, no doubt the miserable old cow of a manageress will be out of a job soon :D Quote Link to comment Share on other sites More sharing options...
Guest Shirley_Crabtree Posted October 3, 2003 Report Share Posted October 3, 2003 editable grease .....arf arf.. fell for it ....eh ...shirl ...?It was snot ....enjoy ....!Assuming that the unit had been barely used in the few weeks it had been ownedOnce opened , it is second hand, and irrelevant ,if it was used once, or a hundred times............. What I meant was that,yes it is second hand,but places like Mastercare have a "refurb" department which refurbish repaired or returned goods to a "brand new" standard.Items that don't make the grade are generally sold as second hand or slightly faulty instore.Must stop sleep typing. ;) Cheers.Shirl. Quote Link to comment Share on other sites More sharing options...
Guest nellie2 Posted October 4, 2003 Report Share Posted October 4, 2003 Oh Shirl you didn't have to take Tankus literally when he said you could slate him!! :lol: As a matter of interest the Entertainment system said on the box that it would play all media including CDr's. So the product was sub standard and not fit for the purpose it was sold for. The store should have refunded him as his contract was with them. He didn't want a refund though and was being perfectly reasonable.I'll tell you what I think the problem was and I could tell this by the attitude of the so called managers of this store. The guy looked a bit 'rough'. I think they were expecting him to try and pull a fast one... although I can't think what... or cause trouble etc. As I said he didn't, in fact he had the patience of a saint under the circumstances. I honestly think he would have got better service if he had been dressed in designer casuals rather than an old t-shirt and tracksuit bottoms. Again, a sad reflection on society when your customer is judged by the sort of person you THINK he is rather than the business he brings you.Im still cross about this, I think I will write a letter Quote Link to comment Share on other sites More sharing options...
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