DSE not supplying gift card with online purchase + other issues

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Hammerer

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#112574 13-Dec-2012 07:58

I took up one of DSE's offers to provide a $100 gift card with the online purchase of a TV. They've delivered the TV a week ago but I still don't have the gift card as they say that they are out of stock. Yet they're continuing to advertise $100 gift cards with other products.

The gift card is for a specific purpose and I could just spend another $100 if it doesn't arrive by this weekend. But given my current dissatisfaction with DSE, I don't want "throw good money after bad" as the saying goes. In the past I've had no such problems with online purchases at DSE.

Does anyone have any ideas for expediting delivery of the gift card and expressing my disenchantment with DSE? Obviously this post is one way of venting my frustration.

This isn't the only problem with the purchase. The courier company was going to wait 3-4 days to deliver the TV after it was received at the local depot. The tracking links in the emails didn't work and I couldn't track anything until the deliveries got to the local courier depot. I'm not advised of changes to the deliveries - two purchases and a free gift card have now become three deliveries - which I thought could have been handled by automated emails. I only know what is happening because I emailed them and got the response "we don't have any in stock at the moment and are waiting on stock arrival" with no indication when I can expect one.

freitasm

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#731749 13-Dec-2012 08:01

Have you called them and talked to someone or was it via email?

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timmmay

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#731751 13-Dec-2012 08:01

Do they really need you to have the piece of plastic to redeem the credit, can it just be store credit? Can they give you smaller denominations instead?

Hammerer

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#731796 13-Dec-2012 09:31

timmmay: Do they really need you to have the piece of plastic to redeem the credit, can it just be store credit? Can they give you smaller denominations instead?

I had asked in an email about getting an instore credit but they haven't given me that option.

This morning's update is that a paper voucher, not a card, should be shipped today to arrive in 2-3 working days. That's probably going to arrive after I leave town.

freitasm: Have you called them and talked to someone or was it via email?

Earlier by email and now phone. Customer services are very courteous.

This is the third time this month that I've had a negative experience as a customer of an electronics retailer. Each time, the three organizations have failed to provide me with a satisfactory resolution. I didn't want any financial benefit (discount, voucher, etc) just resolution of the problem or an expression that my issues were taken seriously. They've missed an opportunity to retain a previously satisfied customer. That's a good indicator that I should take my business elsewhere.

Ironically, if I had gone for a better TV at another retailer I wouldn't be having any of these problems. I only took the online gift card offer because my wife was happier with the lower net cost.

NonprayingMantis

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#731798 13-Dec-2012 09:38

I bought a tv with the same offer from a store. they had plenty of cards (dozens easily) as I saw when they opened the drawer. Perhaps you could ask them to send one out direct from a store?

Dunnersfella

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#731873 13-Dec-2012 10:41

Return the TV.
Make it their problem.
The perfect excuse to get a better TV :-)

Hammerer

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#731886 13-Dec-2012 10:54

Dunnersfella: Return the TV.
Make it their problem.
The perfect excuse to get a better TV :-)

I considered that.

However, it was connected up and on the wall for the kids Xbox. The Xbox had been stolen, recovered the same day, then sitting in an evidence bag with the Police for 4 months. [Edit] So I could hardly take it away from them so quickly.

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Hammerer

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#731889 13-Dec-2012 10:56

NonprayingMantis: I bought a tv with the same offer from a store. they had plenty of cards (dozens easily) as I saw when they opened the drawer. Perhaps you could ask them to send one out direct from a store?

From my perspective, that was a reasonable option. Unfortunately, DSE are not thinking about solving the problem in a timely manner.

sleemanj

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#732163 13-Dec-2012 17:13

Dunnersfella: Return the TV.
Make it their problem.
The perfect excuse to get a better TV :-)

DSE don't accept returns these days (except for CGA of course).

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gregmcc

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#732165 13-Dec-2012 17:22

Hammerer:
timmmay: Do they really need you to have the piece of plastic to redeem the credit, can it just be store credit? Can they give you smaller denominations instead?

I had asked in an email about getting an instore credit but they haven't given me that option.

This morning's update is that a paper voucher, not a card, should be shipped today to arrive in 2-3 working days. That's probably going to arrive after I leave town.

freitasm: Have you called them and talked to someone or was it via email?

Earlier by email and now phone. Customer services are very courteous.

This is the third time this month that I've had a negative experience as a customer of an electronics retailer. Each time, the three organizations have failed to provide me with a satisfactory resolution. I didn't want any financial benefit (discount, voucher, etc) just resolution of the problem or an expression that my issues were taken seriously. They've missed an opportunity to retain a previously satisfied customer. That's a good indicator that I should take my business elsewhere.

Ironically, if I had gone for a better TV at another retailer I wouldn't be having any of these problems. I only took the online gift card offer because my wife was happier with the lower net cost.

simple, tell them to inform your local store that you will be paying them a visit and that you have a $100 credit, or better still just get them to give you $100 from the till

mattwnz

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#732181 13-Dec-2012 18:12

gregmcc:
simple, tell them to inform your local store that you will be paying them a visit and that you have a $100 credit, or better still just get them to give you $100 from the till

I like that idea. Cash is the best gift voucher as it never expires and can be used anywhere. If they are offering vouchers, but can't provide them, cash is the best option. Or $100 off the price of the TV. Sort of reminds me of redemptions with cash back vouchers, where you can be waiting months to get it.

richms

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#732212 13-Dec-2012 19:12

The purchase was for a TV and gift voucher, they only have the TV so delivery isnt complete, so really DSE just have to take back the partial shipment they have delivered. Better deals should be around now so it could be win/win ;)

DSE really are hopeless. THey had interest free on cameras with defered till jan 14, I want a eos M and they dont even stock the damn thing, just a whole lot of compact crap and a couple of token flappy mirror models in kits.

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Hammerer

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#732851 15-Dec-2012 08:49

The gift card arrived this morning. Hallelujah.