Of course there were heated conversations. When you spend that sort of money, you expect to be able to use your warranty if needed. Naturally I did not expect this sort of response.
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CES Hands On - Samsung HW-Q990F review
If anyone has any whether TC Hayes posted that remark. I have just opened a letter from them which reads the same.
FLASHTOKYO said:
Dont know what to say to be honest, it is pretty disgusting behaviour on their part! Hopefully that will be their one and only post, and they have done one now. Let's hope that is the last you hear from them.
Oldboy
Well-known member
FLASHTOKYO said:
Frankly I find that disgusting and appauling behaviour from a retailer and you are a better man than myself as I simply wouldn't let them get away with that. I'm shocked that was a genuine post from the company and it makes a complete mockery of their claims of excellent customer service.
TCHayesLtd said:
If this is genuine, it's profoundly inept management. Not that this comes as a surprise. I've seen plenty of examples in my time.
I can only think of two possibilities here.
1. The post is a genuine response from the managing director of T.C.Hayes.
2. The post was written by the OP in an effort to besmirch the company. (This seems highly unlikely and I mean no offence to the original poster.)
TCHayesLtd said:
I do hope you'll be framing the letter and putting it on the wall somewhere. I'd love to be the recipient of this (after I'd got my money back that is).
You must have really got under their (collective) skins. Well done.
Oldboy
Well-known member
It's already been confirmed by the OP as being a genuine response as he received the exact same letter in the post from the company a few days ago.
bigboss
Moderator
Just to clarify, I had alerted TC Hayes to this thread last week, to give them a chance to rectify the problem. This is the response I got:
"Sales - 7 days ago
HI, Thank you for the email. The account given is extremely one sided as most threads against retailers are. The issue has been dealt with and we will hopefully be replying in the future to the comments left via the forum. Thanks again. Regards TC Hayes"
"Sales - 7 days ago
HI, Thank you for the email. The account given is extremely one sided as most threads against retailers are. The issue has been dealt with and we will hopefully be replying in the future to the comments left via the forum. Thanks again. Regards TC Hayes"
laserman16 said:Well, whoever wrote it cannot spell.
That's often been my experience of managing directors (the title shouldn't be capitalised, either).
A good decade back I attended a conference during which the company's national director opened his keynote speech with the words "There was a Black man, an Irishman, and a Jew..." (I wish I was making that up.) For the record, I never worked on the comedy circuit and the speaker wasn't Bernard Manning.
I forget how the joke ended, but I recall colleagues looking astonished or staring sheepishly at the floor. In a previous career I worked in the logistics industry, so that perhaps helps to explain.
The speaker was a truck driver turned tie-wearer. Not that I'd suggest all truck drivers think or act this way. Only the truly inept and most objectionable rise to the top.
bigboss said:
They forgot to mention that they'll ruin the company's reputation and limit future business by insulting a customer on a public forum. Genius!
Oldboy
Well-known member
strapped for cash said:
Exactly. No excuse for that no matter what the nature of the complaint may be, highly unprofessional.
Oldboy
Well-known member
FLASHTOKYO said:
Nice work
Hopefully that will alert more potential customers as to how inept the retailer seems to be at dealing with complaints of this nature and put them off buying from them.
Oldboy said:
I'd imagine an employee that did the same would face severe disciplinary action at the very least. It's not just unprofessional behaviour, it's ******* stupid.
FLASHTOKYO said:
Perhaps he's reading it now.
For the record, I'm in no position to comment on the legitimacy of your complaint; I just think responding to a customer in that way is extremely bad business. To post such a response on a public forum is incomprehensible.
Oldboy
Well-known member
strapped for cash said:
I would go as far as saying they would face the sack. I worked in retail for 5 years and can state for a fact that if I was an employee and I did the same as them I would expect to lose my job and would view disciplinary as a result, respect for your customers who after all are the life blood of your business is a minimum requirement of any retail business and without that you simply won't survive and in this digital age word spreads quickly.
It's simply incomprehensible as to the thought process that led to that response at management level...who on earth thought that was the best way to deal with the situation? I've been on the receiving end of many an irate customer but have never lost my cool and just dealt with them in the best way I could and to the best of my ability so I know what it's like being on the other side but there simply is no valid excuse for a response like that.
Yes strapped it is (insert expletive) stupid.
Oldboy said:
I would say it is a form of abuse too, I hope WHF are watching this thread with interest.
Im no angel. I got angry, frustrated, inpatient of course I did. Why... because I had a genuine issue and it was dealt with in a manner which was unacceptable. Panasonic have called me on a number of occasions, apologised and have advised that lessons have been learnt. TC Hayes however have shown me contempt for raising a genuine issue. They have embarrassed me on a public form, failed DPA and have should be held accountable of deformation of character. Having their vile letter printed in the paper will hopefully make them wake up and take note that THEIR response will hinder them going forward.
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