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Thread: Exchanging Goods…What a battle!!!

  1. #1
    Regular Member Brocks's Avatar
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    Default Exchanging Goods…What a battle!!!

    I bought a power grip for me camera on Friday from John Lewis. I chose them as:

    1. They were no more expensive than elsewere, and
    2. They have a very very good reputation with customer care.

    Sunday night the grip starts playing up as if one button is jammed so this lunch time I go in and ask for an exchange. 10 minutes I thought. The guy in the camera dept said “sure, go see customer services” so off I go. At this point customer services asked me to demonstrate the fault…..

    Guess what…………………..



    Yep that’s right……………………..

    The thing worked!!!!!!



    So we spent 45 minutes …Camera On, Off, On, Off, change mode, On, Off, On, Off, etc finally it locked. So Customer services say try another one and make sure it’s not the camera. So we tried another. Worked fine. I thought I’d put the first one back on and make sure it was defective…. The second one jammed on the camera and wouldn’t budge. Anyway another 15 minutes of flapping I was able to prove that the grip was at fault and got me exchange.

    While I was dealing with this, another couple came in with a CD player that they wanted a refund on. Payed cash and no receipt. The customer service bod said sorry, no receipt on a cash sale, no exchange or refund. They left quite disgruntled saying whats the point of paying cash these days!

    John Lewis’s usually say if ya not happy we’ll just change it…Looks like things have changed.

  2. #2
    Ex Vec-C Admin Stevel's Avatar
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    Nice plan to jam the second one onto the camera.

    The only two firms that I thought delivered good customer service were Index and Powerhouse. They seemed to spend time training their staff. Both gone now
    Last edited by Stevel; 3rd September 2007 at 14:32.

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    Regular Member BigP's Avatar
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    Default

    I always keep reciepts, especially when paying cash. I wouldn't expect to get a refund easily without my reciept, although a stern letter to their head office and a quick call to Consumer Direct normally sorts everything out.
    Glad you got it sorted in the end.

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    Regular Member Ste's Avatar
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    Default

    I rarely pay by cash, so can usually trace transaction even if I have misplaced the receipt. Remember, a receipt is only ONE way of proving the purchase was made.

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    Regular Member Brocks's Avatar
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    The Reciept wasn't aproblem for me.....I have used bank statements in the past. My problem was that the fault went away!

  6. #6
    Regular Member MattB's Avatar
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    Quote Originally Posted by Stevel View Post
    Nice plan to jam the second one onto the camera.

    The only two firms that I thought delivered good customer service were Index and Powerhouse. They seemed to spend time training their staff. Both gone now
    I used to work for Powerhouse but don't remember getting any training.

    It was a weekend job for beer cash while going through Uni so I probably wasn't considered worth training!

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    Regular Member Ste's Avatar
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    Default

    Maybe you were untrainable?

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    Regular Member SignumPhil's Avatar
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    I'm surprised, as John Lewis normally give great customer service.
    Email or write to them, as they always reply, and they welcome feedback, unlike most companies out there.

    Phil

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    John Lewis are great they will Price Match anyone on the High St, but the best bit is that they throw in a free 5 year warranty on major electrical items. They beat my LCD TV price from Comet and that inc the 5 year warranty which comet tried to convince me to buy for £119 on top of TV price !!

    Anyone that buys from Comet,Curries etc is daft, the internet is competative but the JL 5 year warranty won in the end.

  10. #10
    Regular Member Brocks's Avatar
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    Quote Originally Posted by SignumPhil View Post
    I'm surprised, as John Lewis normally give great customer service.
    Email or write to them, as they always reply, and they welcome feedback, unlike most companies out there.

    Phil
    Quote Originally Posted by BigLad View Post
    John Lewis are great they will Price Match anyone on the High St, but the best bit is that they throw in a free 5 year warranty on major electrical items. They beat my LCD TV price from Comet and that inc the 5 year warranty which comet tried to convince me to buy for £119 on top of TV price !!

    Anyone that buys from Comet,Curries etc is daft, the internet is competative but the JL 5 year warranty won in the end.


    Exactly the reason I go there! To say I was a little purplexed is an understatement. If I'd gone in saying I don't like it....Refund on the spot...Cause I wanted an exchange, I got the spanish inquisition.

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