Hi, I'm new here and need some advice as to where to go from here. I will try to keep it brief (sorry, it's a long one after all!)
We bought an ex-demo Sony digital camcorder from a Currys store at the end of November 2008. We got a discount as expected for it being an ex-demo however when we went to upload some of the footage my husband found the docking station was missing from the box so couldn't do it. We assumed this mistake would be rectified without a problem but here we are, over 3 months later still without the docking station and with no undertaking by Currys to arrange for the part to be ordered.
They are part of DSG Plc and another company in the same group is Partmaster from where this docking station is available at a cost of just over £125. We have been told that Currys cannot simply order this for us and in January were told we could order it and be reimbursed from Currys. However, this was only offered in a telephone conversation and given the fact we had so far been lied to and telephone calls never returned we were correctly reluctant to accept this offer unless in writing and this apparently is a problem for them. We have written to DSG's customer service expecting them to be apologetic and get Currys to "sort it" but we appear to be being fobbed off even more, most recently told that the offer of reimbursement had not been made by the store but they had offered a refund for the camera itself.
This point is correct HOWEVER we declined this refund offer as we have footage of our young son which we do not want to part with or risk getting into the wrong hands and without the docking station the footage will have to stay on the camera. We have tried to explain this more than once but it does not appear to be understood. We could delete it but that footage will be gone and events such as first nativity plays and Christmas will be gone.
We are at the end of our tether. This latest news about no reimbursement actually being offered was sent by email from DSG on 3rd March, I replied explaining this was not acceptable and to come back with a more satisfactory solution and I have not heard anything. I re-sent the same email yesterday incase it had got lost in the system and still no reply. I think they've just got fed up with us fighting for our rights and are not prepared to give us what we are asking for. To be honest, even they did sent written confirmation that we could claim the money back for the part I would find it hard to believe we would actually see the money again.
Where do we go from here? Is there any point writing to a Board member of DSG or will it just be bounced straight to Customer Services or worse still to Currys' alleged Customer Service?
We don't want to let this go, my husband has since been made redundant so we really can't afford to pay out this money for a part that should have been included in the first place. He was never told that because it was ex-demo it may be missing parts, I don't think the member of staff even knew about it. The right hand doesn't know what the left hand is doing and we are being left hanging because of it. The customer service we have received has been, at best, appalling.
Help!
We bought an ex-demo Sony digital camcorder from a Currys store at the end of November 2008. We got a discount as expected for it being an ex-demo however when we went to upload some of the footage my husband found the docking station was missing from the box so couldn't do it. We assumed this mistake would be rectified without a problem but here we are, over 3 months later still without the docking station and with no undertaking by Currys to arrange for the part to be ordered.
They are part of DSG Plc and another company in the same group is Partmaster from where this docking station is available at a cost of just over £125. We have been told that Currys cannot simply order this for us and in January were told we could order it and be reimbursed from Currys. However, this was only offered in a telephone conversation and given the fact we had so far been lied to and telephone calls never returned we were correctly reluctant to accept this offer unless in writing and this apparently is a problem for them. We have written to DSG's customer service expecting them to be apologetic and get Currys to "sort it" but we appear to be being fobbed off even more, most recently told that the offer of reimbursement had not been made by the store but they had offered a refund for the camera itself.
This point is correct HOWEVER we declined this refund offer as we have footage of our young son which we do not want to part with or risk getting into the wrong hands and without the docking station the footage will have to stay on the camera. We have tried to explain this more than once but it does not appear to be understood. We could delete it but that footage will be gone and events such as first nativity plays and Christmas will be gone.
We are at the end of our tether. This latest news about no reimbursement actually being offered was sent by email from DSG on 3rd March, I replied explaining this was not acceptable and to come back with a more satisfactory solution and I have not heard anything. I re-sent the same email yesterday incase it had got lost in the system and still no reply. I think they've just got fed up with us fighting for our rights and are not prepared to give us what we are asking for. To be honest, even they did sent written confirmation that we could claim the money back for the part I would find it hard to believe we would actually see the money again.
Where do we go from here? Is there any point writing to a Board member of DSG or will it just be bounced straight to Customer Services or worse still to Currys' alleged Customer Service?
We don't want to let this go, my husband has since been made redundant so we really can't afford to pay out this money for a part that should have been included in the first place. He was never told that because it was ex-demo it may be missing parts, I don't think the member of staff even knew about it. The right hand doesn't know what the left hand is doing and we are being left hanging because of it. The customer service we have received has been, at best, appalling.
Help!
