So just what are my rights here? Philips MP3 Player from DSE screwed.

Forums › Gadgets, robotics, home automation, electronics (including wearables) › So just what are my rights here? Philips MP3 Player from DSE screwed.

ZactheRipper

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#68958 30-Sep-2010 14:39

I have this 8gb Philips gogear aria. I've taken it back twice and they've repaired a corrupted file system, Twice.

When it works it's a sweet player, but it mostly doesn't

Now it's happened again, same thing.

It's making me just want a refund, but i'm pretty sure the CGA gives them the choice of what to do.

What can i do? I'm sick of this thing.

freitasm

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#386350 30-Sep-2010 14:44

When did you buy it?

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BlakJak

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#386351 30-Sep-2010 14:45

Under CGA if the item is not fit for purpose (and if it's faulting constantly, under normal use, it's not) they must remedy - they may well credit its original value against another purchase, or refund it.

You havn't said how old it is and whether it'd be within warranty or not.

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newznz

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#386352 30-Sep-2010 14:45

DSE are normally pretty good with returns in my experience. If it's outside the cash-refund return period, then they will give you a voucher for the equivalent value (I just did this last week for an item). But if it's been faulty twice over, I'm sure they'd be open to giving you your money back.

onetapu

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#386395 30-Sep-2010 16:33

I have just had the guts of a camera (about 3 months out of warranty) replaced by DSE. Went in armed with a knowledge of my consumer rights and nicely but firmly said I wanted it sorted, and they knew I meant business.

1080p

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#386428 30-Sep-2010 18:41

A retailer will never let an obviously unhappy customer leave the store - whatever the issue. This is the sad truth for retailers; if you have a customer who is loudly unhappy with a situation they have to sort it no matter who is at fault.

Most store managers will be under strict instructions to never let an angry customer walk out the door and if they do you can always ask for the regional manager's phone number...

I run into this situation all the time; a customer will have obviously broken something but refuse to take responsibility for it. They will simply complain loudly until the manager is forced to step in and sort the situation out - usually a replacement or refund.

I am struck speechless at the ability for some people to act like petulant children in order to gain a refund on even small ticket items.

I had a gentleman in the other day who had his camera repaired and claimed a set of batteries were missing (despite the itemised repair docket stating only the main unit was accepted in and me specifically remembering that I gave him his AC adapter and batteries back when I took the unit in for repair). He actually yelled at me (at the front counter of the store) when I informed him that no batteries were taken in when the camera was booked for repair. Needless to say, after a heated discussion with my manager, a set of batteries were given to him and he left smugly.

BlakJak

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#386487 30-Sep-2010 20:54

Ugh, 1080p, that story sucks.
In my retail days (10 years+ ago now) my manager would've backed me up, especially when the service docket always itemises every item we sent away for exactly that reason...
Did my share of negotiating with customers around faulty devices, remedy was usually pretty straight forward, didn't wind up with too many major conflicts over 4 years....

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#386592 1-Oct-2010 08:19

1080p: A retailer will never let an obviously unhappy customer leave the store

Ive left quite a few stores as a disgruntled customer (DSE and others).

XPD / Gavin

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richms

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#386639 1-Oct-2010 09:59

I usually leave disgruntled when I see what they expect me to pay for something...

Richard rich.ms

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#388334 5-Oct-2010 16:03

What I do before I leave when angry is I walk up close tyo a staff member and say to myself "Oh I remember JB-HiFi has a better deal on this product!" Even if that is not true.

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#388347 5-Oct-2010 16:20

Getting back on track...

zactheripper : Just take it back again calmly, explain the situation and usually DSE will give a refund/credit. If they say no, ask to speak to the manager. If they still say no, Id go home, call their head office and explain things - see what happens. The worse (in theory) that will happen is that they will just take it for repair again....

And in that case, Id then contact Philips.

XPD / Gavin

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robbyp

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#388348 5-Oct-2010 16:23

ZactheRipper: I have this 8gb Philips gogear aria. I've taken it back twice and they've repaired a corrupted file system, Twice.

When it works it's a sweet player, but it mostly doesn't

Now it's happened again, same thing.

It's making me just want a refund, but i'm pretty sure the CGA gives them the choice of what to do.

What can i do? I'm sick of this thing.

It's your choice, where to have it repaired or refunded. They have already had two chances, so a third time, it would be considered an substantial failure, and they would have to refund it. Also don't accept a store credit. I did when I had a faulty digital camera from another retailer, and they wouldn't allow me to use it on a product that they matched the price on from another retailer. eg they wouldn't let me negotiate on the price, as I only had a credit. Get a cash refund, as cash is king when rebuying a product.

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b0untypure1

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#395614 25-Oct-2010 21:52

I work at dse. Usually on a third fail it is replaced.

b0untypure1

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#395618 25-Oct-2010 21:53

Edit: or refunded.