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eph

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  Reply # 2087360 11-Sep-2018 10:50
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Batman:

 

their policy says gift card

 

 

Yup, so fair enough. Was just pointing out that if he's bought it from them online he could get a refund rather than gift card. But who reads store policies anyway? :)


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  Reply # 2087364 11-Sep-2018 10:51
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Irrespective of who's right or who's wrong, no company rep should ever speak to a customer in that manner. 


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  Reply # 2087370 11-Sep-2018 10:53
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eph:

 

Batman:

 

eph:

 

Don't they offer 2 weeks money back guarantee? Just return the phone, get you money back and buy it somewhere else.

 

 

Won't get money back but gift card. Good thought there though!

 

 

Really? Didn't know that... Looking up the CGA it looks like they can give you back whatever they want (cow skin maybe?) in exchange if it's in their policy.

 

Also looks like if you purchase online from them they give you refund but in store they only give you their virtual money.

 

 

I got a cash refund from Noel Leeming on a Surface Book I bought there last year that had discoloration on the display.  They just refunded it straight onto the card I paid with.  Granted I was nice to them so they were nice to me...


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  Reply # 2087371 11-Sep-2018 10:54
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heavenlywild:

 

Irrespective of who's right or who's wrong, no company rep should ever speak to a customer in that manner. 

 

 

To a point.  If the customer is being a complete douche then I'm all for a company or company rep drawing a line in the sand and telling them where to go. 


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  Reply # 2087386 11-Sep-2018 10:58
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gehenna:

 

heavenlywild:

 

Irrespective of who's right or who's wrong, no company rep should ever speak to a customer in that manner. 

 

 

To a point.  If the customer is being a complete douche then I'm all for a company or company rep drawing a line in the sand and telling them where to go. 

 

 

You would still approach the situation in a professional manner though. Threatening a customer is never warranted.

 

One could say, "This is all we can do for you. You can contact [enter name] if you would like head office to review the case". etc etc.


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  Reply # 2087389 11-Sep-2018 11:01
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heavenlywild:

 

You would still approach the situation in a professional manner though. Threatening a customer is never warranted.

 

One could say, "This is all we can do for you. You can contact [enter name] if you would like head office to review the case". etc etc.

 

 

I think it depends on the behaviour of the customer.  If you feel threatened by the actions of the customer and diplomacy has failed, you should be able to tell them to bugger off in no uncertain terms.


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  Reply # 2087396 11-Sep-2018 11:05
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The threatening remark is IMO a sackable offence, regardless of who instigated who first, threatening someone with harm is totally uncalled for. In that instance I would of marched right back in and complained and called the police on the spot.

Call me sceptical but I don’t think this is how it played out in its entirety. With only your side to go off I will reserve my judgement of the situation.

As above, go back to the store you purchased from, even lay a complaint with the police if that is why truly happened.

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  Reply # 2087398 11-Sep-2018 11:06
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If they did threaten you with physical violence you should have reported it to the police. Similar if a customer in a store threatens or makes an employee feel uncomfortable they don't respond with a threat like that but tell you to leave, get security/police/whatever if they won't. Probably even trespass them from the store as well.


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  Reply # 2087418 11-Sep-2018 11:15
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In hindsight the younger me would of put the sales rep on his bum immediately if he threatened me like that but the older me says “my family doesn’t need the grief of a possible assault charge” and take the high road.

To touch on what others have said in regards to what the rep should be entitled to say... think about from the companies perspective.. would your boss be ok with telling a belligerent customer “meet me after work so I can fxxk you up”, I’d wager and say no.

eph

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  Reply # 2087424 11-Sep-2018 11:20
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gehenna:

 

I got a cash refund from Noel Leeming on a Surface Book I bought there last year that had discoloration on the display.  They just refunded it straight onto the card I paid with.  Granted I was nice to them so they were nice to me...

 

 

I think that's a different case - you were returning not because of change of mind (no fault) but because of minor fault. I think in that case if they can't repair it they have to offer you a refund.


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  Reply # 2087427 11-Sep-2018 11:23
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Did the OP go back at 5:30?


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  Reply # 2087435 11-Sep-2018 11:39
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I'm a bit confused. Why did you even see the birth certificates (or was it passports?) of the staff? I've been in to Noel Leeming a few times and I've never seen the birth certificates of any of their staff


dt

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  Reply # 2087438 11-Sep-2018 11:48
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eph:

 

Don't they offer 2 weeks money back guarantee? Just return the phone, get you money back and buy it somewhere else.

 

 

(to lazy to multi quote, these are just general comments and not directed at you eph :))

 

 

 

That only applies to goods returned in the same condition they are sold in, you cant return something you've broken for a refund within 2 weeks. Granted the OP is saying he bought it in broken condition its definitely a up to a company representative to investigate that, no matter which store it is bought from 

 

Maybe the OP went in there an acted the douche but the CSR should have just sorted him out and dealt with what to do after the customer left, sounds like he was just to lazy to do the few hours follow up afterwards to get it credited by the supplier or the company writing it off

 

I can be pretty confident that if this story makes it back to their head office the area manager of the store in question will be having stern words with the store for not resolving the customers issue, especially over something as small as $1700


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  Reply # 2087451 11-Sep-2018 12:02
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Very difficult to get a real feel for all this given that, although the OP joined gz many years ago, this appears to be their first post - so the overall gz community has not had a chance to get to know the OP as we can usually do.

My gut feel is to agree with those who say ‘more to this than meets the eye’ or ‘there’s likely another side to this story’. If that is the case, there’s not much point spending too much time on this.

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  Reply # 2087467 11-Sep-2018 12:36
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michaelmurfy:

 

I feel there is more to this story...

 

 

Me too - there are always two sides to a story. The OP lost any empathy from me at " It's convenient that the manager is from a certain country, and the staff member and 90% of all staff in the store is from the same country. So much for diversity and inclusiveness in hiring practices, especially at an iconic Kiwi brand."

 

And, given this was a store-specific complaint - ie. the phone was opened at the purchase store - you're immediately making life difficult for all by going to a different store and then expecting resolution.


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