As you claim to be the legal eagle around here (I've seen no proof, so you'll understand if I keep an open mind either way)...prehaps you can explain why the contract between the manufacturer and the retailer doesn't offer the same rights and protections as the contract between retailer and customer. I've often found that prehaps if retailers had the same rights as customers, then the customers would have an easier time getting repairs/replacements/refunds. After all, we as retailers did purchase the products and should be able to recieve satisfaction from the manufaturers as easily as the customer should be able to get from us?

You see...NOW is the time to get Trading Standards involved. Fair enough, the manager isn't playing ball so things should get legal.

Couldn't agree more with you. Half the hours, half the targets. It makes sense. Divide both 39 hours and £15'000 by three and you get £5'000 every 13 hours. Multiply the £5'000 by two to get your target, and it shows that you have to be working an extra SIX hours before you can hit what they expect. Your managers have their maths wrong. Taking into account the size of your town and the proximity of your nearest DSGi stores is also important. I used to SFM in a smaller store a few miles away once a month or so and their store's weekly target was my individual target at my usual store. Also, what overheads is your store paying for? My old store was on the most expensive retail park rent in the UK (apperently) but my targets were as never as high as they were in my new store (which pays less rent) which shows that working people into the ground doen't always work

Yes it is, otherwise the seller doesn't know when the rights of the customer has been violated. As Renzokuken mentioned, we didn't build the products. We as retailers bought products in as much good faith as the customers who walked into our stores had. Even though the problems are manufacturing errors, we as retailers are legally required to assist the customer resolve the issues with a faulty product. So yes, the customer does have to chase after their rights because the store itself doesn't take it for granted that each and every unit sold is problematic. The reality is customer comes in, says "I have a faulty TV", Manager says "Let's see what I can do for you"...rights chased and got. Job done. Additionally the call centre is not a seller. The store is. Threatening a company over one call centre's refusal is like suing a hospital because the night porter refused to perform open heart surgery on you. Same employer, but not the right person to help you. It's the manager's call to help to the customer, not some faceless battery hen. Um...wtf?

Renzokuken, when I was a salesman my hours were 39 and my targets were £15'000 per week, with the same targets for WeH, Easiplan, essentials ect (a way round the essentials is to sell MDA...ever tried hooking a HDMI into a Fridge? ). Is your store hitting it's margin target, if it is then you could argue that the targets set for you are impractical. As for not transfering you to Customer Services when there is seeminly an opening there for you - that is fishy. Obviously from your other posts your concentration is more on the customer than the money. How many weeks have you done (what's known as) 1.0 rate Overtime? You could refuse to do anymore overtime until your rights to a holiday pay equal to your average working week is delivered. I would look into it legally. Obviously the company cannot penalise you for legal advice as then you WOULD have a case for unfair dismissal. As for your management's policy of hiring more part-timers - a clear case of shooting themselves in the foot over cost. Part-timers on average have the least company loyalty, earn the least bonus (due to pro-rata) if any and don't work in the store for enough hours to bypass the usual breakdowns of communication that happen in store operations...and pushing them too hard will cause resentment. John Browett has confirmed many of these points in his press conference 6 months ago, at the start of the financial year, prior to the announcement of Fives (and I won't get you started on that again )

Nowhere on this thread has there been any indication that Supertramp6 has been into store to discuss this with the manager. By his/her admission any contact has been a phone call, which I presume was to the DSGi customer call centre in Sheffield (as that is the only phone number given on either a reciept or reciept wallet). From my experience of the Call centre, the staff there are little more than glorified switchboard operatives (this coming from a DSGi employee) and lack the full range of knowledge that comes from a vast majority of the store's management teams. That being the case, no chance has been given by the shop itself to fulfill their legal requirements on the first attempt. This has bugger all to being a doormat, it's about contacting the right person. It's the store that sold the TV, so without a doubt the best person to speak to IS the manager of that store.

TBF, I would have to agree with you on that point. Fortunatley, those type of trouble makers are a dying breed in my store. Most of which have jumped ship to sell furniture elsewhere.

Just to clarify the reasoning why the customer is sometimes asked to contact Samsung from their home. In my experience most customers when they ring or visit the store forget their serial number. The S/N is something that Samsung will ask for before they authorise a repair and no amount of store pressure can make up for the series of digits that they ask for. It also gives the repairtechs a chance to diagnose with detail over the phone, allowing the tech more of a chance to fix it first time as they would've been better prepared. The store WILL ring Samsung on the customer's behalf as long as they have the serial number and the precise problem.

If it's a 5 year coverplan bought instore, then Yes you're covered. I started work with Dixons approx 3 years ago and I remember the Coverplan catering for liquid spills and mishaps. Take it to a Currys.Digital/Currys Superstore and they'll sort it for you. Water, coffee, curry sauce...liquid damage is covered. The only thing a MP3/MP4 Coverplan doesn't cater for is for theft. The maximum you'll wait for a repair is six weeks (unlikely as this is a small item) but if any longer then the store will give you a new one of equivalent spec. Most of the time, the device is replaced within 14 days or less.

Renzokuken, I'm a PI clerk myself but after a few years of being a salesman I know that as useful as Five ISN'T to someone like me or to a warehouse colleague (or anyone who isn't trained to know the products), the basis of some good customer service can be found in some of the questions asked. Also, as a customer, I appreciate someone matching their moods to suit mine when I enter a store. I expect to be asked open ended questions to determin exactly what my product requirements are. Believe me, I'm well aware of the WBW / customer offer button and some of the obscene costs which is why I'm satisfied that my store deliberatley undercuts other local DSGi stores by keeping the wbw-deals open to all (except if the customer/guest enters and starts insulting my colleagues during their time there. Mine is a pleasant store that doesn't deliver or demand bull****. Good manners cost nothing, they reap what they sow). You seem to be bitter about the whole lack of commision and cabs, but if it's money you want then you're in the wrong job (especially when there's a credit crunch on). The main priority is giving the customers the choice of products relavent to them so they can make an educated decision on their own. Look back a little at something older than Fives...it's called 'Right first time' and it's about making sure the customer DOES have the product that's right for THEM (so asking some open ended questions is hardly going to harm their chances of getting what they want)

What I was getting at was going in with hostility, threats and a Give-me-what-I-want-or-I'll-report-you attitude is hardly going to fill the staff at that store with the passion to help the customer out. That's why I suggested a quiet word with the store's manager about what can be done.

So what you're saying is 'play the salesman, screw the company for all you can get'? Look buddy, I think Fives is as useful as a paper plane in a snowstorm but stop trying to paint ALL your colleagues in a bad light just because you've had a rough ride. Most of us are trying to give the customer the honest options so that they can make their mind up on the customer's terms whilst still battling the hostility and unfair stereotyping from the currys-staff-are-no-good brigade.

Since it was 3.5 years ago, I presue it is a coverplan agreement? The terms of the condition indicate that you will get back the value of the model or an equivalent specification at todays prices. I'd advise popping into the store and seeing what equivalent model the agreement is willing to pay for. If the model is impossible for that store to get their hands on then any experienced sales/customer service staff can ring Coverplan and increase the voucher value to stretch to possibly a better model if it's available in the store's local depot.

I'd wait a little longer for a reply. No-one's going to reply until they have a solution. Four days is pretty unrealistic for a reply, where as ten is probably fairer.

This is a case of 'goodwill' if you get anywhere. Common sense approach would've been to view it before you bought. If they didn't demo such a simple product, then there was no incentive to buy it from them.

Or you could ignore half of Gyzmo's advice and politely contact the manager of the store you purchased in. Having a quiet chat can work wonders. Works with my boss. Going straight in with the whole "I'm reporting you to trading standards" is unnessesary unless no progress is made from the initial chat.