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MF1

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Everything posted by MF1

  1. hi yep, 0870 6060247 was the one i was calling. when i originally called, i got straight through, but i've been trying since monday, and every time, i get one or two recorded announcements to say i'm in a q and my call is valuable to them etc, then i get another one to say their offices are closed anyhow, have the address etc from the email they sent - same as you say. will get it sent back recorded delivery asap and hopefully they'll turn it around before xmas with a bit of luck !
  2. yep....when i spoke to nintendo originally (as per TRU's naff info - i.e. ring them to get a return number and they'll send you packaging to send it back - both completely untrue ) they did say it could be 25.25 if they don't deem it covered by warranty....they don't repair the cracked hinges, and just replace with a new unit they told me.... to be honest, i'm tired of fighting and arguing - this has been dragging on weeks and my daughter has DS games from various people for xmas, so i really need to get this sorted..... can't get through to nintendo on the phone for love nor money, but they replied to my emails, so looks like i'll be posting the unit back to nintendo and will see if they decide to levy the 25.25 charge or not. 'spose it's better than 110 for a replacement but still livid with the TRU letter back suffice to say i won't be setting foot in a TRU store again, and am telling anyone who listens the same ! p*** poor customer service from TRU to say the least.
  3. thanks jimbo44 can you let me know where i find this please - had a quick scout around but couldn't see anywhere obvious to find it ? thanks again.
  4. could you pop back and just work this saturday ?
  5. a quick update (sorry, i haven't been getting emails to say my thread has been updated, so assumed nothing more had been posted since i last looked here......) well, i sent the letter which basically stated once again that it was TRU's responsibility as the fault was within the 6 month period to either replace or refund the unit. i also stated if they insisted this wasn't a manufacturing fault, that it was also their responsiblity to provide an INDEPENDANT report stating as such - with independant not meaning "we spoke to nintendo and they confirmed it's not a fault" - i.e. nintendo would not be independant.... this was as recommended by consumer direct when i last spoke to them. i then gave them 7 days to reply (this is the second letter i've sent their head office customer service manager), and stated i'd take further action via the courts if i did not get a satisfactory reply. i also asked them to write back to me, and not call me directly as they did to my 1st letter. i HONESTLY thought this would do the trick and they would do the right thing finally.... the letter was sent on friday 1st december (recorded del), and we got a letter back in the post on saturday 8th as follows " i am writing further to your letter advisinf me of the problems you have experienced in regards to the nintendo ds that you allege has a manufacturing fault. having discussed the content of your letter with our hayes store team i understand that they examined the item and found the hinge had broken and the screen had leakage. the description of the problems provided is consistent with accidental damage and our store manager's opinion substantiates this. in summary, we have been unable to find any manufacturing fault with the item and based upon this i consider that a refund is not justified in line with our original thoughts. thank you once again for your letter and i am sorry that i am unable to be more positive in my response " (this from the customer service manager @ head office) apart from the fact that they seem to have not really read my letter properly (i.e. no reference to my request for an independant report, nothing about the rudeness etc), there are inaccuracies in what they say. yes, the hinge is broken - this is the issue i've reported all along NO - the scereen does not have leakage - i've never said it did. the issue is just the hinge. the actual store manager @ hayes has not set eyes on me or the nintendo ds - the manager we saw on the day was the electronics dept manager. to say i'm furious is an understatement. the next step appears to be court but i don't really have the time/money/patience to go through some lengthy process. on the one hand, i think TRU are possibly just hoping that i'll back down and sort it out myself...but on the other hand, i really did think they would step up to plate here and sort something out. at the moment the quickest route seems to be to get the unit back to nintendo myself - as i don't trust leaving it to TRU to send it back as i can see that taking weeks and weeks with countless telephone calls. i know this lets them off the hook (something that hacks me right off!), but i've spent so much time and effort trying to sort this out already i just want a quick end to it now. thoughts/feedback/views welcome
  6. as said previously, i don't think the store manager is going to do much - which is why it's now at the head office level - the head office customer relations manager has already spoken to the actual store manager (and my original letter was addressed to the store manager, with a copy sent to head office)..... seem to be getting very conflicting advice here - on the one hand, i'm in the right to send another letter with my demands, and on the other i should send the unit back to nintendo myself????? i'm still keen to give one more letter (with threat of court) to them in the (perhaps stupid) hope they will get their act together and actually be helpful and decent for once......hardly expecting too much is it ? i'd really appreciate one of you senior guys having a read of my proposed letter via PM before i send it (ideally today) ......anyone willing please? thanks M
  7. thanks again guys. in all honesty, i don't think any amount of discussion in-store is going to help - the head office customer relations manager who called me said she has already discussed this with the store manager (the guy who was so rude & ignorant to us was apparently the electronics manager).... i have drafted a letter that i want to post on wednesday - anyone willing to give it the once over if i PM it to them please ? (just want an expert to check i'm not over or under doing it ) ? thanks M
  8. ok, spoke to consumer direct. they still maintain i should go through the trader.....and everything swings on the fact they they need to prove it's not a manufacturing fault - and the report which says this needs to be independant i.e. nintendo won't be independant.....and it's TrU's responsibility to provide such a report. re: court case - they said the issue there would again be proving if the issue is a manufacturing fault again...... my issue with this is how long this will drag on for (and thus how much longer my daughter has to be without her DS) thoughts ? thanks again
  9. hi. an update. got a call from the customer relations manager about half an hour ago. the upshot is pretty much they aren't willing to do anything..... basically she maintains that although within the 6 month period, the issue isn't a manufacturing fault (she claims nintendo have said they don't accept it as a manufacturing fault as such), and so the unit must go back to nintendo. they are willing to send it back for me, but she recommends i call nintendo and deal with them directly as they will send out a special carrier to cover sending it there, and they will send it back directly. i told her i was previously told this is TRU's responsibility i.e. contract is with them not nintendo - she agreed but said it might take longer if it goes through them, so that is the best route. i said i wasn't happy and would get further advice - she said she's happy to speak to trading standards about this. with regard to my complaints about how we were treated - apparently that has been raised as an internal case to be investigated and dealt with - even after prompting, no offer of any compensation - she did apologise on the phone though one half of me says ring nintendo and get it back to them ASAP just to get it sorted (and hope they don't levy the 25 quid fee - i'm guessing them won't), but the other half says why should i let TRU off lightly - i said as much to the lady who called me..... this is the best they can offer me basically. who said customer service is dead, eh ? ME what next- back on the phone to update consumer direct and see what they advise next i guess ? thanks
  10. you guys certainly know how to play hardball...like it, like it! i've made the changes bookworm recommended, but am happy to leave it as 'expect' not demand with regard to the written apology. in all honesty, at this point in time, i just want my daughter to have a working DS again (i would rather have not had to go to the effort of writing letters etc etc - to me, a simple straightforward bit of good old fashioned customer service last sunday would've sorted this out there and then.....). if they had sorted this out satisfactorily last weekend, then we would have been spending close to another £200 in there that day - as it is, it goes without saying we won't be spending another penny there - and will be telling friends and family the same. i doubt they care mind you..... it really is when things go wrong you see a company's true colours eh. (rant over ) thanks again for all the help here, it's been much appreciated. i'll update this thread as/when anythinh significant happens.
  11. thanks again bookworm, REALLY appreciate your help here. ok, the final wording " The burden of proof is on you, the trader, to prove this is not a manufacturing fault. In normal circumstances, I would have asked for the unit to be repaired free of charge, as per my statutory rights. However, I have called Nintendo, and they have advised there is currently a 6-8 week delay on repairing/replacing pink Nintendo DS units. This is not a reasonable time for my daughter to be deprived of her DS, and therefore request for you to either replace the unit, or issue a full refund so that I can go and purchase another elsewhere. Additionally, given the upset caused to my daughter being accused of deliberately breaking the unit when we visited the store to complain, and the amount of time and effort I have had to spend trying to get this resolved, I would expect a written apology for how we have been treated, and also ask you to look at compensating us in this regard. Please respond to my complaint within 7 days. " will be posting this to the store manager @ hayes, head office customer services, and will be sending a copy with a covering letter to my credit card company, as consumer direct advised me that they are jointly liable to pay up if we get no joy from TrU. please shout ASAP if any of the above isn't OK, otherwise this will be going out in today's post..... thanks again.
  12. thanks again. ok, is this letter wording ok in that case " I wish to get this unit repaired under my statutory rights, free of charge. The burden of proof is on you, the trader, to prove this is not a manufacturing fault. Having spoken to Nintendo, they have informed me there is currently a 6-8 week delay on repairing/replacing pink Nintendo DS units. Given this is an unacceptable timescale, I therefore wish to get the unit replaced or refunded under my statutory rights. " or should i lose the last 'under my statutory rights' bit ? thanks
  13. thanks. ok, is this letter wording ok in that case " I wish to get this unit repaired under my statutory rights, free of charge. The burden of proof is on you, the trader, to prove this is not a manufacturing fault. Having spoken to Nintendo, they have informed me there is currently a 6-8 week delay on repairing/replacing pink Nintendo DS units. Given this is an unacceptable timescale, I therefore wish to get the unit replaced or refunded under my statutory rights. " or should i lose the last 'under my statutory rights' bit ? thanks
  14. thanks again bookworm ! my gut feeling is nintendo would be sympathetic to it and do it FOC....but they have no stock of pinks, that is the delay. i have the letters ready to post with wording simply as " I wish to get this unit repaired under my statutory rights, free of charge. The burden of proof is on you, the trader, to prove this is not a manufacturing fault. Please respond to my complaint within 7 days. " should i amend that to make reference to the fact that nintendo have said there's a 6-8 week delay on pink machines, and given that, i'd like a refund or them to replace it with a new machine of another colour or ? would like to catch today's post as want this sorted out ASAP with TrU, but just want to say the right thing in the letter what do you think is best to do ? (alternatively, i could send the unit back to nintendo myself and say if they have no pinks to replace with another colour....but then TrU have got away scot-free)
  15. ..and to add....i've spoken to nintendo and they haven't accepted a fault with hinges (there's a surprise!). apparently they will look at these issues sensitively and either swap the unit out FOC (they don't repair these hinges apparently) or charge £25 to do it. but they waiting list for pink units is 6-8 weeks hmm.......
  16. thanks for the URL bookworm - VERY helpful once again to update.... consumer direct called me back first thing this morning and logged the case etc. their line was pretty much as advised here - i.e. within 6 months, sales of goods act 1979 (amended) etc - they suggested putting a letter to the store manager and the central cust svs manager saying i want a replacement unit or refund under my statutory rights. i spoke to toys r us to get their central address, and finally spoke to someone. she got back to me within 30 minutes and said the best they are willing to do is send the unit back to nintendo to repair - although there may be a charge for this, and if so, we'll need to pay it back on the phone to consumer direct. this time the person i spoke to said basically, if they are offering to repair, that's fine, but it must be FOC. letter then amended to say " I wish to get this unit repaired under my statutory rights, free of charge. The burden of proof is on you, the trader, to prove this is not a manufacturing fault. Please respond to my complaint within 7 days. " from the link posted, it looks to me pretty likely that nintendo will fix for free, but is the above wording the best route in your opinions, or should i still be asking for a replacement or refund first and foremost ? thanks in advance for the help again
  17. just to update, waiting for consumer direct to call me back - everyone there busy earlier when i called. i also got a number for central TrU store complaints, and called that - to be told they'd only just got my email 5 minutes earlier (yeah right!)...and someone would call me back asap - that was over an hour ago. it was ! sounds like cr*p customer service is par for the course then. lesson learnt here - don't buy anything electrical from TrU (in fact, don't think i'll be buying anything there in future after this shambles!) cheers again for all the replies everyone,you've been a big help:)
  18. fantastic replies everyone ! much appreciated - i didn't know what i was/wasn't entitled to do before now, but you have clarified, which is REALLY appreciated. i think i'll call consumer direct today to log it with them, and if the toys r us central customer services haven't been in touch by the end of the day, i'll post a letter FAO their customer services director/manager detailing it all, and specifying info as per bookworm's reply. does that sound the best way forward to everyone ? thanks everyone ! m
  19. thanks for the very quick reply, much appreciated! what provisions does the sale of goods act cover please? cheers m
  20. hi hoping someone can put me on the right track on this one please we bought our daughter a nintendo ds just under 6 months ago. at the weekend, she opened the case as usual, and one of the hinges broke - we were present at the time, so are 100% sure the unit wasn't dropped or trodden on etc - simply the case opened as usual and the hinge broke. we have the original receipt from toys r us, and the original box. we returned to the store and spoke to their customer services. they called the manager of the electronics dept, who informed us that we needed a return code from nintendo themselves before they could do anything about this. he gave us the telephone number for nintendo and said we'd have to call them on monday (this was sunday) as they aren't there are weekends. we weren't happy with this as had hoped toys r us would have simply replaced or refunded the item given it's less than 6 months old. the manager was nearby, so we explained the situation to him. he said the same as the electronic manager - namely we needed a code, because "otherwise we can't get our money back on the unit from nintendo". he then said this wasn't a manufacturing fault, but the unit had been trodden on or deliberately broken - cue my daughter bursting into tears saying she hadn't done this, and me explaining once again that we were present when the unit broke etc etc. he wouldn't budge and insisted we needed to speak to nintendo. however, he then walked off on us talking on his mobile phone. i then approached him to tell him what bad manners this was, to which he said he was contacting someone in the store to "see what he could do". i pointed out he should have told us to wait around if that were the case, not walk off without saying a word ! anyhow, he returned to say they didn't have any pink nintendo DS or DS lites in the store, so we'd have to get a return code from nintendo and he could then refund or replace when they had stock...although he had no idea when that might be. i then called the nintendo number toys r us gave me on monday morning to be told that they don't issue returns codes. when i told them toys r us had told me to call them for these, they said this has happened before and it is toys r us' responsibility to request a return code FROM THEIR SUPPLIER (i.e. not nintendo directly), not down to us to do this in any case. they also said they had made toys r us aware of this previously. my wife then phoned the store again and spoke to the manager once again. she told him that nintendo don't issue return codes, at which point he changed his story again (so obviously the whole nintendo return code thing was just a delaying tactic). this time he said he's not willing to do anything about this as our daughter had ABUSED the unit. i then tried to find a central customer services number on the toys r us website, but nothing to be found, so i emailed them via their website/webform. near the end of the day i got an email from them to say " Thank you for your recent e-mail. We are sorry to hear that you have not been satisfied with the service provided by Toys R Us. We have forwarded all your details onto our Store Related Customer Services Department who will be in contact with you shortly. " any views on where i stand here, and who's best to go to in order to get a satisfactory resolution please? thanks
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