Wow. Seriously bad customer care from the manager at Morrisons in Retford.
My boss was just telling me of a TV set he bought on Saturday from the above store. When he got it home, he noticed there were a few dead pixels on the screen, so he took it back to the store and spoke to the manager.
The manager said you need to call the number on the box and they will deal with it. My boss is well versed in the SOGA and told him that his contract was with this store and he expected him to exchange it.
The manager claims it was company policy that they do not accept any returns on their TV sets (no matter what the fault was or when it was bought.)
Laughably, the Morrisons customer policy was on the wall where they were speaking. It was pointed out the policy states customer has a 30 day piece of mind no quibble return policy. The manager went on to say that doesnt apply to TVs (despite it not saying anything to the contrary or anything about company policy overwriting the SOGA in the TV section.)
Obviously with that attitude, you would expect temperatures to boil, but everything remained calm. The manager was told that he was breaking the law and his refusal to co-operate meant he was bringing the company into disrepute and breaking the law. Are you happy about this. Yes came the reply. He was then told that if he didnt remove himself from the store, he would call security to have him forcibly removed.
When he got home, he called the number he was quoting. The number was for setting up the TV and the girl said they keep telling Morrisons to deal with it and not telling them to ring them.
Personally, I would have taken out my phone, started recording the conversation and taking photos of the offending signs and take pleasure in telling him where he can expect to appear shortly. (That would be the small claims court, followed shortly afterwards to the dole office.)
How would you have handled this situation and what would you have done? (Dont turn this into a dead pixel debate its not relevant the guy was adamant they dont deal with ANY TV fault issues.)