There are numerous businesses out there that, under the current economic climate, are finding it hard to survive. Some businesses are struggling simply because they do not provide a satisfactory follow up customer service. How many of us have purchased expensive items and then, at a later date, experienced a problem. When contact is made with the supplying business or high street shop, how many of them give any excuse as to why it’s not there problem or the impression that they simply couldn’t be bothered and hope you go away. You are then left with the task of trying to sort out the problem yourself, as by then you have been conned into believing that it’s not their problem.
Consumer Direct, telephone number 08454 040506 is normally the first contact point we at Activ Birmingham make. They have proved on every occasion we have made contact, to be very helpful. They will advise on your rights, recommend the necessary action you need to take, provide you with a reference number and ask you to keep them informed of your progress, should the problem not be resolved to your satisfaction.
One recent example of contact was when the colour on a £4000.00 plus three piece suite began to fade in one area of the suite. The initial contact was with the store from where the suite was purchased. As the suite was some six months outside the two year warranty period, they advised the purchaser to write to their Out of Warranty Section at their head office, identifying the problem.
This was done, however, the head office response was that because the suite was out of warranty it was not there problem. They advised the person concerned to look to a local upholsterer to sort out the matter. The store was immediately revisited and it was made perfectly clear to the manager that if he thought that was the end of the matter, then he was very much mistaken. He was clearly informed that if necessary, the suite would be put on display outside his store and everyone entering would be given an image of the fault, the suite cost and a copy of his head offices your problem letter. Arrangements would also be made for the local media to attend.
The store manager immediately contacted a senior manager at his head office who requested that the customer wrote to him direct and provide an image of the problem. This was done and the senior manager was advised that by then contact had also been made with Consumer Direct and that they were awaiting the outcome.
Within days a response was provided indicating that the manufacturer had been contacted and that a letter from them would be received within fourteen days. The letter duly arrived informing the purchaser that arrangements had been made for the suite to be inspected. This was done, and the problem quickly repaired. Was everyone happy, yes, however, the purchaser will never use that store again and has told of his experience to a number of people, with the advice to be very wary about dealing with the large national company concerned.
If the company concerned had immediately admitted that although the suite was outside the warranty period, there did appear, on a £4,000 plus suite, to be a possible manufacturing or material problem and arranged for a proper inspection to be made, then we at Activ Birmingham are sure that the customer would have fully accepted this.
A company is always judged on its follow up service. Whilst problems can occur, if they are dealt with quickly and to the customer’s satisfaction, then the problem is normally forgotten leaving the customer singing the praises of the company concerned in quickly resolving the matter. However, if it follows the experience of the customer outlined above what would you do?
Statistics suggest that for every one hundred people with a genuine cause for complaint, only one will pick up the gauntlet and formally challenge the party concerned. Don't be one of those ninety nine, remember the legal system, should it come to that, is normally on the side of the complainant when it comes to the sale of goods. Always remember to seek advice on your rights before you pursue the vendor. Activ Birmingham's advice is to speak to the experts, Consumer Direct.
For further information on a purchaser’s legal rights, contact Consumer Direct
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