HELP: Question about my consumer rights

[8-]]

Hi

I want to know if you talk to a representative (by email) about a problem with a faulty product, and then they ignore your concerns and just say to you that you can either take an unsealed replacement or get a refund, and will not listen to any of your points, are you within your rights to ask for the contact details of their superior?

Or can they ignore your requests for the contact details and say that you can take it or leave it as in their their offer (as mentioned above)?

Any help would be greatly appreciated.

Cheers

8-]

[ring0s]

YOU ARE QUITE WITHIN YOUR RIGHTS to ask ofr his supervisor! if they don't play ball just set the cc company on them! that'll get em moving!

[John_bones]

Hi

What is the product and more importantly when did you buy it, what is wrong with it and how did you pay for it?

What do you mean by unsealed replacement and what is wrong with a full refund?

You are within your rights to ask for the contact details of their superior!!! The question is do they have to give those details!!!

Unles you give a lot more detail as to your problem I don't think anyone could give you any "LEGAL" advice and that would include your CC company as you are in fact refusing a refund which depending on circumstances you may not be entitled to.

[8-]]

I got a X Files boxset from the HMV sale many months ago and it was faulty (scratched discs and broken centre spindles.

I complained by email to HMV within the week, and they said that they would look into it. I told them that when I'd bought it I'd been very concerned that it was unsealed but that thestaff had assured me that it was new. I told HMV by email that I'd later found that the boxsets should be sealed and that I'd been informed wrongly. I constantly maintaind that I was very unhappy with being sold faulty goods and that I knew that the boxset should be sealed.

At first they procrastinated saying that they were looking into it. Finally months later they said that they'd managed to get a copy (even though it was out of print) from Fox, butt that they'd opened it to check that it was ok. I told them that I had always maintained in all my emails that I was unhappy with it being unsealed as that was what had caused the problem in the first place. Told them that (as I'd maintained in my earlier emails) that I would not accept an unsealed sset from them with their assurances of quality (not after their selling me ddodgy unsealed ones before).

They claimed that there was nothing that they could do as the product was out of print.

I went away for a few months, and when I returned the product was back in print. Despite me asking for a sealed copy and telling them that their initial reason for not being able to give me a sealed copy was due to it being out of print, and was no longer the case, they couldn't dop anything else. Either refund or opened set - take it or leave it.

I asked for contact details of a superior and after a few emails I received an email from a so called Customer Services Manager. She told me that she'd been told by the other Customer Services (lowr rank) about teh case and that there was nothing else that could be done.

I explained the situation clearly and asked for some explanations. I was ignored. When I asked again, I was again told that there was nothing that else that she was willing to do other than the earlier offer. No acknowledgement or attempt to address any of my points that I'd raised in my emails to her.

I have asked her for her superior's details as she has never even bothered once to address any of my points and has obviously not even read all my emails (based on the incorrect things that she said in boith her emails to me).

I have asked for the contact details for her superior twice and have heard nothing.

Is it within my rights to ask for her superior's contact details and does she have to give them to me if I feel agrieved by her treatment of my case (or lack of treatment)?

[Bapapapa]

I'm guessing this is a problem with a Digitheatre DTS?

If you're having no joy with Comet(?) then e-mail Videologic direct, they'll sort it out for you. :D

If it's something completely different, then ignore me. But, post the company's details here and no doubt someone will be able to get you the details of their superiors. :D

ATTACK!!!!!!!!!11111

:nuts:

EDIT - oops!!

Surely you're gonna watch the X-Files? So what's wrong with an opened set, especially if they've checked it?

:confused:

[den]

The thing you need to do here is put your complaint in writing and send it to the complaints department at HMV.

You need to detail as much as possible the problems you have encounted, and the fact that you complaint has gone on long enough without satisfactory resolve. It's important that you give the names of the people you have spoke to/emailed at HMV and any reference numbers in the process of your complaint, if you can remember.

Their Customer Service Number is 020 7432 2000, as emailing is obviously getting you no where, if you need to contact them again.

Postal Address:
Customer Service
Complaints Dept
Film House
HMV UK Ltd
142 Wardour Street
London
W1F 8LN

[Jimmyboy]

You are aware though that many dvds arrive at HMV brand new & unsealed and have to be sealed by HMV themselves ?.
Is it really that big a deal for the boxset to be sealed once it reaches your doorstep bearing in mind it could of arrived at HMV unsealed anyway ?.

[8-]]

Thanks for the info/advice.

It has become a point of principle for me.

They initially said that the problem was that the product was out of print and so they coulddn't get new sealed copies.

Then they gave me an ultimatum of take an unsealed set or take a refund.

Even after the item came back into print (and hence their initial probleem of it being unavailable being no longer valid) they still are trying to give me an ultimatum.

I may be a single consumer but I don't like to be bullied into doing something.

If they had bothered to actually answer some of the points that I'd raised (they haven't even acknowledged let alone addressed a single point), why should I have to give in to their unreasonable behaviour (especially when they are meant to be customer services!!

[8-]]

Does anyone know if they have to give mt the contact details of their superior?

Cheers

8-]

[Bapapapa]

What you mean legally?

I doubt it.

If you want the name of the very top man, go to Companies House and find out, but I very much doubt he'd be very bothered. :p

Man, just take the inspected 'open' copy and be done with it.

[8-]]

I don't want the top man/woman. I just want to talk to the person who is the immediate superior of the idiot with whom I've been dealing, who can't even be bothered to read my emails.

[pineroad]

Goods purchased must be 'of merchentable quality and fit for the purpose for which they were intended', i.e. your DVDs should work correctly. If they do not, you are entitled to a refund, or a replacement if offered. You may consider it to be a point of principle, but you have been offered a refund so either take it or accept the alternative. You bought an unsealed copy of the DVD and the replavement offered is also unsealed. If there is anything wrong with the replacement, I am sure that they will replace that for you. At least give them a chance to rectify the situation. Why cut off your nose to spoil your face?

And no, you are not legally entitled to the name of a supervisor. Everyone that you deal with there is a representative of the company, so if you have a gripe with them, write to the store manager.

[bumfrog]

was just going to say the same thing. If they've offered you a replacement or refund, they're filling their end of the contract. Yes it's a bit ******** when people refuse to answer your points, but they are doing exactly what they are meant to do. You can have a good whinge, but they don't really have to offer you anything more.

[8-]]

okey dokey.

Thanks for the info guys.