Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
Ordered internet security software. Item was well priced and arrived quickly.
I ordered an ipod from them as a present for my girlfriend. Dixons' stated delivery time was 7 working days maximum, so ordering it 7 days before her birthday I had nothing to worry about right?? WRONG!!
2.5 weeks later the ipod still hadn't turned up and I was due to be moving out of my flat in a few days time.
I sent dixons an email asking what on earth was going on. A 2 day late reply jut told me to ring them about it. I did this and aked for my money back, as the possibility of them delivering it to my flat before I moved out was looking increasingly unlikely. A rude, unsympathetic member of the dixons team said they refund me my money, only before cutting me off.
Funnily enough 1 week later I still didn't have my money back. I rang them again and expressed my ill-feeling about the situation.
Dixons on line are a nightmare if you have to return a product, I ordered a cordless telephone from them but was sent a freeview box by mistake.
I rang their customer help line, told them I had received the wrong product was told a returns label would be sent to me to return the product then when the product was received back to them they would despatch my original order. Because this could take in excess of 12 days I cancelled the order.
The returns labels to send the product back arrived 8 days later and I arranged for DHL couriers to collect which after waiting in all day they failed to turn up. I rang Dixons help line to complain spoke to a supervisor who was most rude and unhelpful and certainly should not be employed in a customer service position. No apologies, no offer of any kind of assistance, just a continual repeating of company policy.
All in all ordering from Dixons on line as cost me both time and money and in the end I had to buy my phones from another company. My strongest advice is don't use this company there are far better internet electrical traders than Dixons
Hi, ref the last post,
I work for currys which as you know is part of the dixons group and firstly can I just say I feel nothing but sympathy for you, unfortunatly these days in most companies the right people are not always employed for the right job and you end up with young staff who don't know how to handle their customers, my view is sell it right the first place, make the customer happy, and it won't come back to bite you in the a**.
Also as you may already know these companies have targets and such to meet, which can sometimes make staff use a little more pressure than they should, but I would like to add not all staff who work for the dixons group have the same attitude. for instance my opinion is there is no point in lying to a customer, I have always found the more honest you are the more they trust you and will keep returning. As for the product support, alot of people feel it is a waste of money and on some occasions I would agree, but with alot of products it benefits , for instance an instant replacment cover means the item will never be sent to a engineer it will be exchanged straight away,and support on larger products brings down engineer waiting times to 2 days as opposed to 2 weeks! and an exchange within 21 days if the fault is not sorted as opposed to 28. so don't write them off entirerly.
now with your laptop battery, did you ever get a second opinion? I work with customer service in my store and have never come across a fAULTY battery only being coverd for 6 months, I know if the battery runs out,it will not be covered as it is classed as a perishable item but if it is faulty it should still be subject to the same warrenty as the laptop as the laptop clearly cannont work without a power supply. Maybe your dixons store meant that after the first 6 months it becomes your responsability to prove the fault which you can do using (dare I say it ) pc services, but if it turned out that the battery was faulty from day of purchase which you suspected then you would be entitled to a new one or a partial refund.
you may have already thought of all this and im sorry if i have overstepped the mark but it leaves a bad taste in my mouth when customers have a bad time in some stores when there are still people in the company who want to help.
i bought a wireless laptop from dixons.before i purchased it i was given a print out that showed what the deal contained.it stated clearly in black and white, 1 year free warranty, manufacturer's warranty period-12 months.the assistants pressured me constantly to by the cover plan to go with the allocated 12 months.and if i did i would get £50 of the price.stupidly i gave in, but on the basis i could cancel it if i changed my mind.when i got home i checked with my insurance company, and they informed me i was covered anyway with my home and contents insurance.i went in the next day to cancel the extra cover, not only was i dreading going in after the problems i had the previous day but to make matters worse all the sales assistants ganged up on me and tried to get me to change my mind.their attitude towards me was frightening.however i held my nerve and got it cancelled.but...when i came to use the laptop i noticed the battery lights weren't doing what they were supposed to.and true enough a few days later the battery packed up.so my wireless laptop was no longer wireless.i called the helpline and they told me to download some software from a site to reboot the battery.but this didn't work.as i had a lot work to do on it and it had 12 months warranty i put of phoning them back until i was finished my work.it was a few months later when i phoned them back for the battery to be fixed.(but i did have 12 months warranty)to my horror they informed me the battery was only covered for 6 months. and it says so in the instruction manual.i'm sorry but i didn't need to read the manual to use my laptop as i knew what to do.does this mean everytime you buy something from them you have to read the instructions to see if your covered or not.so now my wireless is no more.all this after the sales assistant assured me everything was covered and it says clearly in black and white. so the moral of this story is clear...never believe a word they tell you,never get any extra cover it's not worth the paper it's written on and if possible don't shop there at all.
Any employee of any dixons branch and Especially at the call centre which does:-
Coverplan
Customer services
PCworld Store Calls (yes STORE Calls)
Dixons Group Insurance Replacement
Partmaster
Chain Direct
and used to do Wanadoo Tech Support till it all went to India
will tell you that the products and packages are ok, and you can get some really good deals -
I bought a PC from Dixons in june 2003 at the Leeds branch as part of a package deal which included the printer and scanner, when i bought it the sales assistant was pushing for me to take out their coverplan agreement, i said that i would cover it by my home contents insurance and he said you want to be careful though as some companys only cover the tower block not the whole package, but i can cover you for everything you have purchesed today for a additional 4 years for £189.00. So i took out the coverplan for 4 years.
Yesterday my printer stopped feeding the paper through therefore i cannot print anything, so i called coverplan explained that my printer was not feeding paper through anymore the operator said hold one moment while i check your warrenty...so 5 mins later he comes back and sais the printer is not covered by the warrenty neither is your scanner, so i was fuming i told him what the sales assistant told me about everything being covered and he said you will have to contact the store or customer services.
Today i got up all ready to call Dixons to get my coverplan changed to what it should have covered in the first place so i decided to contact the branch i bought it from, so i did i spoke to a woman first and she said there is nothing i can do for you now so i asked to speak to this sales assistant that sold it me, i told him my problem he said that if i had sold it to you i would have sold you additional cover for the printer and scanner so i said you did sell it to me your name is on the top of my reciept...the line went dead for about 1 min i said are you there then a shy voice said yes...well can i just say in the many years i have worked here i have never had a complaint, well theres a first time for everything i said.
So what are you going to do to resolve my problem...theres nothing i can do now, why can't you, i believe you only pushed for it like you did for your commission he said 'well yeh'. Right i want to speak to a manager, he then said i am a manager there is no one higher than me that works at this branch, well surely you have a manager, you will have to speak to head office, so i did and it turned out to be a customer services call centre i told my problem again to a woman she said she would have a word with the sales assistant she asked for his assistant number i told her, i also said that he was now a manager she checked the number and said he is not a manager hes a sales assistant still and looking at your coverplan only your tower block is included for the £189.00, i was fuming i said when i bought it i was sold it under the pretences that the whole package was included she said not even the monitor is included, she said let me have a word with the store, so she did then called me back...well i have spoken to the sales assistant and there is nothing that he can do as it was sold 16 months ago but what we have agreed is that he will give you a in-store discount of £10.00 against any printer and i am willing to send you £25.00 in dixon's vouchers so you can put them and the £10.00 discount towards a printer and the cheapest one in store is a epson at £59.99, i could not believe it, i slammed the phone down shouted some obsenitys and said right i am not leaving it at that.
So i called Tranding standards and was advised that as it is a manufacturing problem then they have to repair, refund or exchange for new model wether or not it is still under warrenty or guarentee as the sales of goods act 1979 states that the printer is not of satisfactory quailty and fit for purpose and that i was seeking a repaie, refund or replacement whith in the next 10 days, i was also advised that if this was not carried out then to contact them and they will sort it out.
I have wrote the letter and have given them 10 days to get my printer fixed and sort out my coverplan or i was taking further action.
I will let you know the outcome when i know but if there is one thing i have learnt never buy anything from DIXONS and never take out a coverplan.
I bought a PC last year with an extended warranty, and the motherboard failed. I didn't know what the problem was at the time, and so I tested, tested and tested, substituted all parts possible to try and pinpoint the problem. Still the problem persisted. Only when I'd tested all I could, did I decide to make use of the warranty that I'd paid over £300.00 for. When I finally got through, the Software 'Helpline' shunted me to the Hardware 'Helpline' and vice versa.
I tried explaining the full situation to one phone operative on the Hardware helpline and his manner was atrocious. He shouted me down, inferred that I didn't know my arse from my elbow, and point blank refused to help, stating that my problem was software based (even though I had run through all the software tests with an operator on the software line not 20 minutes previously). I asked to speak to his supervisor - he refused, I reminded him I was the paying customer (and still paying through the national rate phone line), and that he would have to listen to me, whether he liked it or not. He hung up.
When I complained to Dixons, it took 4 e-mails before I got any sort of acknowledgement. Which was to state that they were not responsible for Mastercare, (even though I had bought the product in their outlet). The e-mail was 'passed to Mastercare to deal with'. Time passed. More time passed. I chased, and found that the complaint had not been passed on. After chasing, I was assured the complaint would be dealt with. The same happened again. When I phone to chase a third time, I demanded to speak to someone, and was told that the complaint department at Mastercare could not be reached by telephone ?!?
Finally, (approximately 6 months after the complaint was made if I remember correctly), I received a call from Mastercare asking if I had received their recently posted response, which I stated I had not. A copy of this letter was sent, and simply stated that the member of staff would be spoken to. Talk about a fob-off ! Given the fact that over £300.00 of the £1,000+ paid to Dixons was spent on an intangible product, you can imagine my disgust at this appalling service.
So that was that - I decided to drop it, as I had spent a very long time with no end result, except an overriding impression that as soon as Dixons et al had received my money, they couldn't care less.
As you can tell by the length of this tirade, I am still angry at this affair, so I'm doing the next best thing by advising everyone I can to avoid Dixons like the plague.
I had the misfortune to purchase a mini disc player from Dixons. They quoted me the price £116.98 but they withdrew the money from my debit account £164.74. What a rip off. I have tried to make a complaint but to no avail and they keep on passing the buck to other departmens. Be warned of Dixons,
Mrs Z Khan
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
I ordered an ipod from them as a present for my girlfriend. Dixons' stated delivery time was 7 working days maximum, so ordering it 7 days before her birthday I had nothing to worry about right?? WRONG!!
2.5 weeks later the ipod still hadn't turned up and I was due to be moving out of my flat in a few days time.
I sent dixons an email asking what on earth was going on. A 2 day late reply jut told me to ring them about it. I did this and aked for my money back, as the possibility of them delivering it to my flat before I moved out was looking increasingly unlikely. A rude, unsympathetic member of the dixons team said they refund me my money, only before cutting me off.
Funnily enough 1 week later I still didn't have my money back. I rang them again and expressed my ill-feeling about the situation.
I am still waiting for my money back.........
I rang their customer help line, told them I had received the wrong product was told a returns label would be sent to me to return the product then when the product was received back to them they would despatch my original order. Because this could take in excess of 12 days I cancelled the order.
The returns labels to send the product back arrived 8 days later and I arranged for DHL couriers to collect which after waiting in all day they failed to turn up. I rang Dixons help line to complain spoke to a supervisor who was most rude and unhelpful and certainly should not be employed in a customer service position. No apologies, no offer of any kind of assistance, just a continual repeating of company policy.
All in all ordering from Dixons on line as cost me both time and money and in the end I had to buy my phones from another company. My strongest advice is don't use this company there are far better internet electrical traders than Dixons
John M
I work for currys which as you know is part of the dixons group and firstly can I just say I feel nothing but sympathy for you, unfortunatly these days in most companies the right people are not always employed for the right job and you end up with young staff who don't know how to handle their customers, my view is sell it right the first place, make the customer happy, and it won't come back to bite you in the a**.
Also as you may already know these companies have targets and such to meet, which can sometimes make staff use a little more pressure than they should, but I would like to add not all staff who work for the dixons group have the same attitude. for instance my opinion is there is no point in lying to a customer, I have always found the more honest you are the more they trust you and will keep returning. As for the product support, alot of people feel it is a waste of money and on some occasions I would agree, but with alot of products it benefits , for instance an instant replacment cover means the item will never be sent to a engineer it will be exchanged straight away,and support on larger products brings down engineer waiting times to 2 days as opposed to 2 weeks! and an exchange within 21 days if the fault is not sorted as opposed to 28. so don't write them off entirerly.
now with your laptop battery, did you ever get a second opinion? I work with customer service in my store and have never come across a fAULTY battery only being coverd for 6 months, I know if the battery runs out,it will not be covered as it is classed as a perishable item but if it is faulty it should still be subject to the same warrenty as the laptop as the laptop clearly cannont work without a power supply. Maybe your dixons store meant that after the first 6 months it becomes your responsability to prove the fault which you can do using (dare I say it ) pc services, but if it turned out that the battery was faulty from day of purchase which you suspected then you would be entitled to a new one or a partial refund.
you may have already thought of all this and im sorry if i have overstepped the mark but it leaves a bad taste in my mouth when customers have a bad time in some stores when there are still people in the company who want to help.
janeymac at 23rd Mar 2007, 09:13AM
Coverplan
Customer services
PCworld Store Calls (yes STORE Calls)
Dixons Group Insurance Replacement
Partmaster
Chain Direct
and used to do Wanadoo Tech Support till it all went to India
will tell you that the products and packages are ok, and you can get some really good deals -
But....
Never Ever buy Coverplan.
Yesterday my printer stopped feeding the paper through therefore i cannot print anything, so i called coverplan explained that my printer was not feeding paper through anymore the operator said hold one moment while i check your warrenty...so 5 mins later he comes back and sais the printer is not covered by the warrenty neither is your scanner, so i was fuming i told him what the sales assistant told me about everything being covered and he said you will have to contact the store or customer services.
Today i got up all ready to call Dixons to get my coverplan changed to what it should have covered in the first place so i decided to contact the branch i bought it from, so i did i spoke to a woman first and she said there is nothing i can do for you now so i asked to speak to this sales assistant that sold it me, i told him my problem he said that if i had sold it to you i would have sold you additional cover for the printer and scanner so i said you did sell it to me your name is on the top of my reciept...the line went dead for about 1 min i said are you there then a shy voice said yes...well can i just say in the many years i have worked here i have never had a complaint, well theres a first time for everything i said.
So what are you going to do to resolve my problem...theres nothing i can do now, why can't you, i believe you only pushed for it like you did for your commission he said 'well yeh'. Right i want to speak to a manager, he then said i am a manager there is no one higher than me that works at this branch, well surely you have a manager, you will have to speak to head office, so i did and it turned out to be a customer services call centre i told my problem again to a woman she said she would have a word with the sales assistant she asked for his assistant number i told her, i also said that he was now a manager she checked the number and said he is not a manager hes a sales assistant still and looking at your coverplan only your tower block is included for the £189.00, i was fuming i said when i bought it i was sold it under the pretences that the whole package was included she said not even the monitor is included, she said let me have a word with the store, so she did then called me back...well i have spoken to the sales assistant and there is nothing that he can do as it was sold 16 months ago but what we have agreed is that he will give you a in-store discount of £10.00 against any printer and i am willing to send you £25.00 in dixon's vouchers so you can put them and the £10.00 discount towards a printer and the cheapest one in store is a epson at £59.99, i could not believe it, i slammed the phone down shouted some obsenitys and said right i am not leaving it at that.
So i called Tranding standards and was advised that as it is a manufacturing problem then they have to repair, refund or exchange for new model wether or not it is still under warrenty or guarentee as the sales of goods act 1979 states that the printer is not of satisfactory quailty and fit for purpose and that i was seeking a repaie, refund or replacement whith in the next 10 days, i was also advised that if this was not carried out then to contact them and they will sort it out.
I have wrote the letter and have given them 10 days to get my printer fixed and sort out my coverplan or i was taking further action.
I will let you know the outcome when i know but if there is one thing i have learnt never buy anything from DIXONS and never take out a coverplan.
Gemma Taylor
Rotherham
I tried explaining the full situation to one phone operative on the Hardware helpline and his manner was atrocious. He shouted me down, inferred that I didn't know my arse from my elbow, and point blank refused to help, stating that my problem was software based (even though I had run through all the software tests with an operator on the software line not 20 minutes previously). I asked to speak to his supervisor - he refused, I reminded him I was the paying customer (and still paying through the national rate phone line), and that he would have to listen to me, whether he liked it or not. He hung up.
When I complained to Dixons, it took 4 e-mails before I got any sort of acknowledgement. Which was to state that they were not responsible for Mastercare, (even though I had bought the product in their outlet). The e-mail was 'passed to Mastercare to deal with'. Time passed. More time passed. I chased, and found that the complaint had not been passed on. After chasing, I was assured the complaint would be dealt with. The same happened again. When I phone to chase a third time, I demanded to speak to someone, and was told that the complaint department at Mastercare could not be reached by telephone ?!?
Finally, (approximately 6 months after the complaint was made if I remember correctly), I received a call from Mastercare asking if I had received their recently posted response, which I stated I had not. A copy of this letter was sent, and simply stated that the member of staff would be spoken to. Talk about a fob-off ! Given the fact that over £300.00 of the £1,000+ paid to Dixons was spent on an intangible product, you can imagine my disgust at this appalling service.
So that was that - I decided to drop it, as I had spent a very long time with no end result, except an overriding impression that as soon as Dixons et al had received my money, they couldn't care less.
As you can tell by the length of this tirade, I am still angry at this affair, so I'm doing the next best thing by advising everyone I can to avoid Dixons like the plague.
Mrs Z Khan
Back