Dixons sent a broken TV!

[Presario1]

I ordered a TV from Dixons. This morning it arrived with a hole in the box
and damage to the screen - thanks to DHL/UK Mail. Samsung are blaming
DHL/UK Mail for throwing the TV about. DHL/UK Mail say that's how the box was when they put it in a mail bag! Why would they send out something they knew was damaged?

Dixons refused to exchange the TV or collect it today, the best they could say was "one day next week any time between 8-30am and 5pm" which is no good.

I had to ask for a refund as they couldn't give a delivery date for a
replacement, I would have been waiting a further week at least. Absolutely nothing to speed up the process from customer services.
The refund is also going to take 7 days to process which is unacceptable.

Dixons refuse to exchange the TV. They refuse to take the broken one away at the same time as delivering a new one.

The fault is also with Samsung UK really. The TV is surrounded at each corner by polystyrene blocks, but there is nothing to stop the front or back of the box being pushed inwards against the screen. I would avoid Samsung products unless you are certain they are only being delivered by Dixons staff.

Dixons will NOT exchange products if they are delivered by UK Mail/DHL.
They make you wait while they gather interest on the money you have paid - which is quite a good little scam.
I have left a note in the box, so the next unlucky customer Dixons scams
will find it and see they are not the first person the same TV has been sent to.

The pictures are on a web site available to all -

please PM me for the site and page.
The red thing is the bag that it arrived in. I knew as soon as I looked
that there was going to be a problem.

Closeup of the damage to the box -
(not allowed, please PM me for it)

Other marks over the box -
(not allowed, please PM me for it)

Looking inside, on the underside of the flap which is closest to the
screen -
(not allowed, please PM me for it)

Looking in to the box that Samsung UK say is sufficient to protect the LCD screen -
(not allowed, please PM me for it)

Obviously it isn't suitable and they must know it.
See the hole in the thin material which is more of a dust cover? Something has either fallen on the box and gone through, or it has been pushed against something by DHL/UK Mail.

Damage to the LCD panel shown below. There are four lines that radiate
outwards from the point of impact by about 8 inches. They are a different shade of black so not possible to see clearly in this picture.

(not allowed, please PM me for it)

Thanks Samsung UK for providing rubbish protection -
(not allowed, please PM me for it)
Thanks also to DHL/UK Mail for throwing the TV about, also
thanks to Dixons who *REFUSED* to exchange the TV for a
new one. They said they couldn't guarantee the next one wouldn't
arrive the same way due to the poor packaging from Samsung.
Samsung state their packaging protects the TV!

So it's one company blaming the other and I'm having to wait a week
for a refund!

Dixons Customer Service section didn't answer any emails of complaint or
even offer to do anything over the phone. They also refused to let me speak to a manager and refused to give me the name and number of any manager at the head office. I was very polite on the phone as shouting gets people nowhere, but I did feel like finding the address and driving over to their head Office they annoyed me so much.

After £600+ and two days taken off work to wait in for couriers, I had expected better service. They couldn't even put all the items on ONE van to deliver on ONE day, it had to be TWO vans on TWO days. Completely mad. I have never dealt with a company as bad as Dixons.

I have been in touch with Mastercard and they say they will take action to recover my money. Because they are going to take their time with the refund, I have to pay the credit card bill and sit and wait.

[BankFodder]

Sounds as if you are having a bad time. Not an unusual story from the DSG Group.

Well done on getting the pictures. Many people don't think of this. It is very important.

DSG have a reputation for being pretty unhelpful about these things. I think that they have been mentioned on TV and radio docus before now.

I don't think that you should hang around.

Write them a letter and tell them that you will sue them in 7 days.

Start imposing timescales and deadlines and don't accept anything other than the deadlines you set.

Don't bother to try and says who is to blame. It's Dixons. What they do about the other parties is their problem.

In the intervening 7 days, calculate exactly what you have lost - money, time of work, phone calls, interest on the card payment, everything.

On day 8, issue the summons. we'll help you if you want.

If they try to deliver your set repaired, refuse to accept it.

Don't accept threats - only good offers.

Whatever else happens, complain to the Trading Standards under the CPUT regs - The Consumer Protection from Unfair Trading Regulations 2008 - draft
It only takes a letter. No cost or risk to you and it will make a difference. Say that they are acting unfairly and are trying to make you accept the loss of your statutory rights.

frankly, large stores who do this kind of thing need a serious slapping. They get a slap quite regularly but it is never hard enough.

[gyzmo]

Rarely do they get a slap.

At the end of the day it does not matter who damaged it as long as it was not you - the courier is the agent of the seller ho are ultimately responsible, as Bankfodder has pointed out.

Be aware though that the CPUT is the State's tool for punishing guys like these. It will do us all a favour in general in helping to stap out this kind o behaviour, so the advice to report it indeed valuable.

Your friend, in terms of getting your money back, is the Sale of Goods Act and associated civil legislation

[BankFodder]

Presario1
I understand that you need 5 posts before you can post links. When you have done that, we can see your photos. It's because we get spammers, I'm afraid

[Conniff]

Dixons will NOT exchange products if they are delivered by UK Mail/DHL.

thanks to Dixons who *REFUSED* to exchange the TV for a
new one. They said they couldn't guarantee the next one wouldn't
arrive the same way due to the poor packaging from Samsung.
Samsung state their packaging protects the TV!

So who are they saying caused the damage. Was it DHL carelessness or Samsungs poor packaging.

As Samsung must have sent out thousands of these all over Europe then I know who I believe is responsible.

Make some small simple replies Presario1 and then you will be able to post your pictures.

but I did feel like finding the address and driving over to their head Office they annoyed me so much

You can email the CEO if you want - john.clare@dixons.co.uk

[Presario1]

Hi !

I have another thread on the forum about how a TV from Dixons was delivered with a rip/hole in the box and damage to the screen. They now refuse to speak to me on the phone or respond to any emails. Numbers or names of managers at Dixons were refused, so does anyone have any contact details? I really want to speak to someone at the head office, not in a call centre.

Now I have to battle to get a £600 refund. Difficult when a company will not discuss it. I have filled in a complaint with Consumer direct, Samsung, Dixons, DHL and Mastercard. It's a long story with pictures of the damage if anyone wants to see! Samsung say their box for the TV is fine, DHL ignored me, Dixons haven't helped much. Mastercard have said they will help via their Consumer Dispute Team which "sorts out" retailers like dixons!

Dixons will not speak to Mastercard. It's all very odd.

[Rooster-UK]

Threads merged.
Please stick to one thread per claim so that other users can help you better. Also you will know where to look for replies.

Regards, Rooster.

[Rooster-UK]

Dixons.
Head Office

Address : Maylands Avenue, Hemel Hempstead
Town : Herts
Postcode : HP2 7TG
Country : England
Website : www.dixons.co.uk

Customer Service
Email customer.services@dixons. co.uk
Phone : 0870 333 1222

------------------------------------------------------------Currys address is as above.

Telephone 0870 1545570



Hope that is of help.

Regards, Rooster.

[BankFodder]

Originally Posted by Presario1

Hi !

I have another thread on the forum about how a TV from Dixons was delivered with a rip/hole in the box and damage to the screen. They now refuse to speak to me on the phone or respond to any emails. Numbers or names of managers at Dixons were refused, so does anyone have any contact details? I really want to speak to someone at the head office, not in a call centre.

Now I have to battle to get a £600 refund. Difficult when a company will not discuss it. I have filled in a complaint with Consumer direct, Samsung, Dixons, DHL and Mastercard. It's a long story with pictures of the damage if anyone wants to see! Samsung say their box for the TV is fine, DHL ignored me, Dixons haven't helped much. Mastercard have said they will help via their Consumer Dispute Team which "sorts out" retailers like dixons!

Dixons will not speak to Mastercard. It's all very odd.

I don't understand why you don't just send the LBA and then a summons.
The County Court has a much more effective team which sorts out retailers like Dixons.