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 My experiences trying to return a Sony PS3 at Eastwood Woolworths
Posted Thu April 19, 2007 12:00 pm, by Marc W. written to Woolworths
Write a Letter to this Company
I bought a Sony PS3 from Woolworths in Eastwood, Nottinghamshire on Saturday 7th April 2007 (after assurance from the Woolworth staff that it would play PS2 games). I also bought 2 new PS2 games. On setting up the product I discovered that it would not run the old games and had to be patched by downloading files from the internet. I do not have internet access. I phoned the store, where the desk salesperson said I could return it - approximately 1-2hrs had passed since I bought it.
My complaint is this:
When I brought the product back the duty salesperson said he couldn't authorize the refund since it was too large for him to deal with.
Cue the shop managaress:
She waddled down and told me I couldn't have a refund until I'd talked to Sony direct and would not budge until I had done so.
WHERE IN YOUR STATUTORY RIGHTS DOES IT SAY THAT YOU HAVE TO CONTACT THE MANUFACTURER OF A PRODUCT PRIOR TO GETTING A REFUND????
I tried to persuade this woman that Woolworths had a legal obligation to refund me my money but she insisted I call Sony. I asked them to do this from the sales desk phone. Minutes passed and my level of frustration steadily grew.
Sony finally answered their helpline and tried the usual interminable methods to keep the sale. I finally persuaded them to inform this dimwitted manageress that it was the store's responsibility to refund the money within the first 28 days of a sale.
Not to be outdone, and, knowing I now needed store manager approval for a refund of this size, managaress decided to disappear back upstairs leaving the poor sales clerk standing there with an apologetic look on his face and me still 480 down. Frustration levels now on overload, Woolworths definitely off the xmas shopping list...
Yes, I finally got my refund, but I doubt if I will ever by anything from Woolworths again.
Yours dissatisfiedly
Marc
Nottinghamshire
Educate all store staff on consumer rights, give them a course on achieving extraordinary customer relations (Scottish Hydro Electric run a good one) and sack the Manageress for being obstinate, arrogant and having absolutely no customer relations skills whatsoever.
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by Angelic Princess:) Posted Fri April 20, 2007 @ 9:42 PM
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you know... this kinda reminds me.. we recently had a VERY rude lady
come in.. want to return a laptop because she decided to not keep it
(she purchased 2 days ago from the date she returned)... she used her
debit card.. for an almost 800 purchase. So I told her, we could
either give her a store credit card (store credit) or send her a check
from corp. WELL.. lil missy didnt like that... about 20 min. later,
she finally decided to take the credit on her card, but it would take
about 5-7 days to go back on, and said she'd never come back.(yea OK
im sure of that ::eye roll::)...and she also threatened to call the
cops because it didnt state anywhere on the receipt of this policy.
Meaning of this story? i have no idea lol but she should have been
able to do the return, or void the sale out, especially since it was
only 2 hours from the time of purchase. (for once i wrote a long reply
lol)
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by calm Posted Thu April 19, 2007 @ 8:47 PM
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If you're going to complain about people's skills in dealing with you,
then you probably ought not to present yourself as a thoroughly
unpleasant person. For tactical reasons, even if you honestly believe
that other people ought to treat you much better than you treat them.
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Woolworths
by Jeffrey Thu April 19, 2007 @ 4:32 PM
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by Jeffrey Posted Thu April 19, 2007 @ 11:23 AM
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I know nothing of UK law, however...
Sony's policy with retailers (at least in the US) is that they let
Sony handle returns.
I just purchased a new Sony computer. When I opened the box, written
on the flap, was the statement that (not an exact quote) "your
retailer has agreed that Sony takes responsibility for returns on this
product. Do not return this product to the retailer. Call
1-800-SONY-xxx."
If this is the case with your PS3, you might try calling the UK number
shown. That way, YOU won't be the obstinate one.
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by kjandj Posted Thu April 19, 2007 @ 10:52 AM
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"She waddled down" - that was rude!
" I do not have internet access." - You couldn't access the internet
to download the patch, but you had no problem accessing it to fire off
this letter!
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Must be
by Jeffrey Thu April 19, 2007 @ 3:54 PM
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by tickytack Posted Thu April 19, 2007 @ 9:08 AM
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Was the use of the word "waddled" really necessary?
And who the hell buys expensive electronics from WOOLWORTH'S?
Oh, and demanding someone be "sacked" is never cool.
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by JME Posted Fri April 20, 2007 @ 2:08 AM
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Monty Python
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