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Oliver Queen

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Everything posted by Oliver Queen

  1. it may be to replace a battery as samsung only guarantee their tablet battery for 12 months. it may be to replace the usb and charger cable again if they feel that the customer has been misusing or neglecting them and this is why the unit has been away for repair more than once and they have replaced the charger etc already. the store will have a quote from digicare who are the repair agent for samsung, detailing the costs and why they have been charged.
  2. or in a lot of cases, having met some of the partners co workers, they ARE very knowledgable, but simply dont care due to the low wage and expectations of them with targets and KPIs. ask any of them if they'd jump ship to John Lewis and the answer is yes. i should imagine its the same with Argos, the only difference being that you cant see much of the products before buying. i find it unfair to brand people as 'monkeys'. however being constantly berated every day all day for not getting the attachments on a sale, must drive you mental. but is it better to have a job and pay the bills or not? either way, i hope the OP gets sorted
  3. why should they be? it only pays minimum wage and the company keep changing the goalposts with regard to sales targets, KPIs and bonus. if they paid more and provided better training on the products for sales people and actual training on customer service and pc maintenance for the KH staff, the staff might actually give a monkeys. it pays more to work in aldi or lidl and know zero about the products...
  4. store itself cannot action an out of warranty claim. dont bother going to the store without calling customer services and asking for the out of warranty team. tell them the fault and be prepared to give them any kind of report saying what the issues are with the tv, if you havent got one already. they'll create a case and offer you depreciated credit. partner works for currys in the team know how section. if you go into store, they'll only ask you for the report and send it to the claims dept via email. thats all they can do in store. even store manager cant get you anything until the OOW team has seen proof of the fault
  5. spoken to my partner who works for knowhow. get the store to book it with fuji for repair, it won't cost anything to send. write a statement of how you were using it, where etc etc and get them to send it with the camera inc your contact details. normally manufacture will email the store with pre paid labels or send a courier. however if the manufacturer disagrees with your claims of correct usage, there may be a charge to get it back repaired or unrepaired. the store can pay the charge but they wont want to as it comes off the management bonus (which is from the profits of the store). either way it wont cost the store or you anything to send it off. you may have a fight on your hands if fuji's reapir team sends back a report saying it was misused or neglected. you can ask the store to escalate this matter to something called 'save our customers' by email. apparently this department is for sorting out such matters that have come to an impasse with store/customer/repair agent. in the mean time, scour the net and see if theres anything reported on forums such as this with complaints about the camera already. keep these as evidence.
  6. currys staff, just so you know, dont get paid commission for selling warranties. it IS a targeted measure, and virtually all retail has targets of some sort. the company sacked off commission based selling in the mid 2000s. the only incentives currently paid out, as i'm informed by my partner who still works for them, is for a succesfull switch of a customers broadband/tv package. bonus is paid from the customer service score, which is based on customers replying to txts and giving the store a score. carphone works exactly the same way for bonus, but they DO get commision from every sale of a contract.
  7. wow this place is vicious! glad its my other half who works for dsg and not me!
  8. glad you got sorted. for anyone else arguing with a dixons group manager, they can remind them that at managers conferance 2015 they were ALL given a personal bonus of £1000 each to stop arguing with customers and do the right thing. sales and support staff werent issued with any extra bonus, nor were lower level managers only general managers or 'store directors' as they are called in the huge stores. what they are scared of is, chargebacks. unauthorised returns affect the profit and loss report of the store and their own bonus for the quarter. but its now in place that anything that has had 1 repair can be returned and overridden on the system, using the term CRA faulty returns as long as details of said initial repair at included with the daily paperwork.
  9. its also down to the contract that dixons has with the manufacturer/supplier. most of the printers are replaced by the manufacturer directly to the store, but the store colleague will have to call up and go thru troubleshooting over the phone in an attempt to solve the issue before they replace, even on a £40 printer. saves wasted printers with either no problems or user created issues/misuse. epson are utter gits to deal with in these cases (not sure if its relevant here tho), if the customer isnt using genuine epson ink and even genuine epson photo paper, they refuse support. its a joke but like i said, its the contract that dixons have with them. hp printers are booked in via a store web portal that gives a pickup and drop off for a replacement, or for high end printers, return date for a repair. canon ones, the store fills in a form and emails it with proof of purchase to canon, they send dpd out to collect and they eventually send a replacement. this has all happened over the past few years, back in 2008 i was still on sales in a small currys digital store and all printers were code 5 returns within twelve months, we'd sell the instant replacement cover for 3 years to cover damage, paper jams, ink leaks etc etc. this is why a lot of people started shopping on the likes of amazon, no quibble returns. i can understand from the point of view of the two companies that in the past they may have had a large amount of faulty returns that werent faulty and were simply down to user error. a rep from netgear told me at a training course that only 3% of the faulty returns from dixons are actually faulty. the rest have been returned due to misselling, customer error or simply not understanding what they were buying. its highly irritating, but what can you do? its why the high street is going down the pan.
  10. the 'say yes more' is indeed correct and still operating, also, the previous year, all dixons managers were given £1000 personal bonus each, to communicate to their staff that they shouldnt argue with customers, just do whats right. unfortunately the £1000 wasnt shared with their team....just pocketed and the staff told not to argue with customers. welcome to how dixons is run
  11. its very simple. OP reserved something online that was only on offer that day, expecting to collect it on monday as they believed it was the next working day. it wasnt, the next working day was sunday, so the reservation expired at 4.30pm on the sunday when the store closed. the item had gone back up in price by the sunday, but as it was reserved at that price, it would have been sold at that price had the OP collected on sunday. they went to collect and pay on monday only to find that the reservation expired and price has gone up. manager offerred a discount due to the OPs misunderstanding of Currys version of next working day. OP is wondering if theres any mileage persuing a claim with dixons group due to they they define as next working day and what the OP defined. having read their replies, it seems like the company is offerring a refund as a gesture of goodwill. personally, i know no one asked for my opinion, i wouldnt have bothered..it was a misunderstanding and lots of stores open 7 days a week, its not uncommon now, nor is staying open 24hrs in the case of supermarkets. apologies if that comes off as harsh sounding.
  12. and maybe not refer to them as minions.... despite the evil empire they work for, they're people too, with feelings. ex-employee here. what you said tho is correct. be nice and they'll be nice back and escalate it up the chain to their store manager.
  13. is a reservation classed as a contract? no sale has actually taken place, no money changed hands, it an intention to buy something. i'm genuinely asking. just cos someone reserved an item for collection, does it mean a contract has been entered into?
  14. did your reservation email actually state mondays date?
  15. there is a card mandate/direct debit form to sign. if your wife didnt sign this and they dont have the paperwork to prove it, then yes this is against the law. if she did sign it,even without reading it, if its her signature on the paperwork, its dodgy but legal. as a former sales advisor i used to get told to use the phrase "can you sign here for the use of your card". hated doing it, got my bluff called a few times and got out of sales asap.
  16. nope, if the store does the refund, it becomes their stock. if its faulty, its sent back to their returns dept, if its not, it becomes stock of that store. they simply didnt want to do a refund. this is against their policy which is outlined on their 'compass' internal site. their is items than cant be processed this way such as software cards bought online as the till system required an eptra number which is not generated by the online reciept system. this item shouldve been refunded as unwanted, opened.
  17. there is no commision paid at currys to salespeople. commision was abolished by the company, pre 2008 when i started with them. it was around the time they re branded the dixons stores as currys.digital. however there are, as in almost every job these days, targets. some sales people will go out of their way to hit the high strides early in the period and coast for the rest, using tactics such as this. using phrases like, it comes with a free month of tech support. before i left the company, it was always referenced in briefings that the likes of amazon prime, netflix, lovefilm, credit check companies sign you up to a direct debit as part of your 'free trial' and that you have to cancel it. as most people dont bother reading T&C, the direct debit form can be gotten signed as an agreement to sign up for a free trial or something along those lines. from what i understand now, the store bonus scheme is paid from the exit surveys they have done each month, the 'are you happy machine' and the store hitting its overall targets. the more hours you work, the more bonus you get, as the criteria is that if the store hits over a certain percentage of happy customers, employees can get up to an extra £1 per hour worked for the quarter. managers obviously earn more.
  18. yeah theres no in home repairs on computers now as it was apparently costing too much to insure the guys to work in customers homes and things like disk scans can take hours. they introduced remote access a few years ago as part of the cover but i dunno how many people take it up. people just dont seem to like making phone calls and like dealing face to face. which is absolutely their right to do. just had a right pain with microsoft today trying to book a surface 3 pro. is the customer present? no, well call back when they are or get them to call back, we need to ask them security questions. now customer is seriously unhappy they have to come back and either stand around instore and wait while i get thru to MS, or collect the item again, take it home and spend their own time ringing. its such a pain and they dont even repair the surface, they swop it out!!! its highly frustrating.
  19. how about you read the bit where i said "ok, previously there was a direct number for samsung that store had to ring, go thru troubleshooting and then wait for the delivery of the packaging, then someone from the store had to physically take time to go drop the unit down at a post office. samsung couldnt even be bothered to send a courier to store. this has recently changed" the practice with samsung tablets was for the store to book it in, ring samsung as we have a specific merchant account with then for each of our stores. we had to go thru troubleshooting and wait for a jiffy bag to be sent out etc etc. i never stated it was down to the customer to do it, tho the process is actually the same regardless. this has now changed and its still a phone call made but now samsung will send a courrier and guarantee a pickup and drop off date. this was changed around 6-8 weeks ago. the company, while i work for them i cant change the process that they agree with each manufacturer. they are attempting this financial year to do away with all 3rd party repairs and have it all routed via their centre at newark. sony, microsoft, google,samsung, asus, canon, brother, epson, hp printers and tablets, lg all carry out their own repairs at their designated repair centres. if the item is within 21 days of purchase, its exchanged or refunded. it an item is out of that, we have to obey the process set in place by the agreement between dixons and the manufacturer. in fact, sony for ps4 and microsoft for xbox won't even talk to anyone in the store i unless the customer is present and prefer to do troubleshooting on the item over the phone from the customers house before they will agree to collect and repair. i cant change this, if dixons want to sell their products, this is what they have to agree to do. some of you guys on here are so harsh. please try to remember that we're humans too, we just work for the company. if you wanna complain, go higher than store management!
  20. ok, previously there was a direct number for samsung that store had to ring, go thru troubleshooting and then wait for the delivery of the packaging, then someone from the store had to physically take time to go drop the unit down at a post office. samsung couldnt even be bothered to send a courier to store. this has recently changed. it still cant be booked via eclipse on the till, but there is a new number within the 'compass' system, and they will arrange courier, you will be given a pickup and drop off date. within approx 10 samsung working days if not less. (bear in mind sat/sun are not working days for samsung but they are for the store) be aware that samsungs policy is to erase all data on the tablet for security/privacy reasons. and only include the tablet and the original charger and usb cable. any memory card or non genuine samsung usb or charger will be disposed of and not returned. as has been mentioned tho, try holding the power button for approx 20-30 seconds, then plug in the charger, then switch the charger on at the wall and see if it starts charging.
  21. "The retailer has the obligations to arrange repair/replace, not the consumer. This practice falls foul of the legislation form what I can see of it. OG, No matter what the policy states on your intranet, the company must still follow the law. IF the manufactures insist on their own repairs, then that is down to the retailer to arrange, not the consumer." sure, of course the store should arrange the repair/refund/replacement, i did actually say that they should've done. when a manufacturer requests someone call them and go thru a troubleshooting procedure to identify the problem, its often quicker for the consumer to do this directly. i'm not saying its right, but it may be faster. in the end, what the customer needs is a speedy resolution. examples. customer came to me with a faulty chromebook. my intranet says i need to book it with google by calling a number. customer is ok with this, i book it into our system and the customer tells me they are in a hurry and can i give them a call when its back. yes, no bother. i call google, they take the serial number, ask me if the customer is present. i say no, they tell me that due to their security questions that they need the owner to be present. i call the customer and they refuse to come into the store as its 10 miles away. they give me their email and password. i call google again, and go thru the same, but i tell them i have the email and password, but i am from the store that sold it. again they will not talk to me without the customer being present. i refer this to my manager and feed it back to our internal 'medics'. the solution is to have the customer call in from home, which requires the item being back in their possesion. i call customer who is now livid, they agree to call if we drop off the laptop. one of my colleagues has to go out and drop of the item, customer calls google, goes thru a troubleshooting and they are informed that packaging will be sent out so the laptop can be mailed back to them, they elect to have it delivered to our store and call the store wanting to have the item picked up again. by this time, they are sick, we are sick and dont know why i cant just replace the item for them. store manager explains that if we dont follow procedure and we simply replace the item, the store will be charged the full retail cost by google. the manager will also be subject to a disciplinary by area manager for not following the set procedure. we picked up the laptop, sent it to google and it returned repaired within 7 working days. customer still unhappy. i had almost exactly the same drama with sony over a ps4 that wouldnt connect to the net. they insisted the customer had to be present to run thru troublehsooting with the unit plugged into a tv and with a working internet connection available. i said i could set this up instore and ring them back but they insisted the owner was present to answer the security questions about their playstation id. when i rang the customer to inform them, they tell me they will never buy anything from our stores again. in this situation what do we do? i had followed procedure and the law but the manufacturer had made it almost impossible for me to abide by the law. the customer wants a speedy resolution, they are busy and dont have time to wait around in store while i ring and spend however long on the phone. they probably dont have time to do it themselves. so what do we do? replace the item and have the store charged for it? ok but then how many times can we get away with doing that before sony refuse to sell us their products anymore because we dont abide by their troubleshooting? its a double edged sword, it really is. and add to that, all the time i'm on the phone abiding by their wishes and the law, other things like repairs and other customers are not being attended to. if i could book the item via our till to be collected with all the other repairs and have a dedicated team at our repair centre that deals with 3rd party stuff, it would help. please dont forget that we are not only working for the company, but we are also consumers ourselves and more importantly, we are fellow human beings and no matter what you may think of me, the company i work for and my job role, we are not immune to insults and it does get to us on a daily basis that you think we dont sympathise, empathise and would like to do 'the right thing'. ultimately, the store manager has the discretion to override the repair journey but they themselves will have to justify it higher up the chain and take the heat for it. if the likes of google, asus, sony, samsung, tomtom, brother, canon, apple and more would entrust the retailer to either book the repair direct via a web portal or the shop till system, it wuld cause less headaches. lenovo have just agreed recently to let dixons handle transportation of all repairs instead of me having to call them, go thru troubleshooting and then parcel the item up awaiting dpd.
  22. i am one of them knowhow guys you all love to bag on, we are told to abide by the procedures that are set out on our intranet, if the manufacturer insists on repairing the product themselves, we have to abide by that. samsung and asus are notorious for this. we have all been complaining to head office for ages that we should just be able to book a product for repair and it be collected by the vans and sent to the manufacturer or our repair centre (depending on what needs to be done) from there. very often the knowhow team instore are not only doing repairs, reinstalls on computers, setups for newly bought computers, they are also acting as customer service. trying to get a balance between all of these can be very hard. the store should've offered to send the item on your behalf tho. only last week i had to call tomtom, samsung and brother to arrange uplift and repair of faulty items. it means that while i'm on the phone, i cant deal with customers at the desk or continue with any repair or setup. which means that one of my colleagues is having to do this. in some stores there may only be one knowhow person on at a time, or in my stores case, we have a short amount of crossover time. it would all be so much easier if 3rd party repairs could be booked via the til system. i am often very surprised at the amount of times that something is repaired rather than being directly replaced, but from the retailer and indeed manufacturers point of view, it stops the amount of accidentally damaged goods being returned as faulty. i hate to say it cos i'm firmly on the consumers side but the soga also protects the seller from being fleeced by the consumer for something thats been damaged and isnt really faulty. but, if you could walk into a dixons group store with your faulty item and know when it was going to be collected and then returned, no matter which brand, it would be so much easier.
  23. i dont know of any machines that pcw sell that come with a windows dvd, except the business models that come with windows 7 pro and an upgrade dvd for windows 8 pro. the models in store have windows 8.1 home, which is not sold on its own, they have the license key digitally injected into the bios of the machine and not on a license sticker. recovery media has to be made or purchased by the customer. either by using a usb stick, or via buying it from the manufacturer. you COULD make the recovery media (hp and toshiba still allow to dvd, but everyone else goes to usb now) then use something like pc decrapifier to remove all the stuff you'll never use.
  24. sadly due to the amount of margin made on the products, services such as warranties are repairs are the only things making the store any money. the electrical appliance store model badly needs an overhaul
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