Stupid Electronics Shop of DOOOOOOOOOOOM!

[blue_bunny_paz]

Against my better judgement I went to Notoriously Useless Electronics Shop as they had a sale on the computer peripheral I wanted. I took it home, installed it and...oh. Not working. After a bit of common sense style elimination of factors it seems clear the power supply is faulty. Piffle. At this point I remember that the box wasn't sealed when I left the shop. Surely they hadn't just sold me a broken item that had already been returned?

So back to NUES I go. I asked the customer service chap for a refund as I didn't want to be given another broken peripheral, even if it was a bit cheaper than Rival Electronics Shop. Customer service chap shakes his head.

CSC: You know you have to plug these in?
Me: Er, yes. [I have lots of IT/Computing qualifications]
CSC: Did you install it?
Me: Yes I did. The power supply is faulty. Can I have a refund please?
CSC:No.
Me: Excuse me?
CSC: You've opened the box, it's not in saleable condition.
Me: It's not in saleable condition because it's faulty. I'd like my refund now.
CSC: Sorry, love, can't do it.
Me: So you're saying you won't refund a faulty product, one that has quite possibly been returned already?
CSC: It's not sealed...
Me: It wasn't sealed when I bought it!

I then asked to see a manager, who gave the same arguments. At this point my Dad, who had been shopping elsewhere, came in to see what was taking so long. He's not one to stand for nonsense. At the top of his voice, in a shop full of customers he says:

Dad: So you sold my daughter this, knowing it was broken and now you won't offer a refund? [The shop suddenly starts to empty] Is this the way you normally operate? Does anything in this shop actually work?

At this point, grudgingly, I was given a refund. Needless to say, I'm not over impressed, and payed £10 more to get the item at Rival Electronics Shop.

[Lizmo]

I ran into a situation similar to this, only this was a big name chain electronics store.  I never got to see a manager, but I was given his extension and his name.  I wrote a letter to him, a letter to the chain, and called numerous times.  This happened a year ago, and I never got a manager, and I never got the refund.  I have boycotted this store, but I'm just one person and this is a huge chain...doesn't make a difference.  GRRRR.  I'm glad you got things worked out though!

[gadget--gal]

Well done, you! I've had similar situations like yours and the staff backed down because I would assert myself. Your post reminded me of a the time I bought a bra and wore it for a day only to find that there was a faded patch on that I hadn't noticed. I took it back and pointed out the mark. The end of the conversation went like this

staff: we can't accept it if it's been worn
me: I'm returning it because theirs a stain on it, not because I've changed my mind
staff: (patronisingly) we can't resell a used item
me: you can resell a substandard item
staff: it's not substandard
me: (pointing at the item) it's got that [mark] on it!!!

After this, she huffs and begins to process the refund.

[mumma to KMC]

I have boycotted this store, but I'm just one person and this is a huge chain

You may just be one person but there are probably lots out there like you. DH and I won't shop at certain big box stores and when we mention it to people (after they say "Why don't you see if X-mart has it") they want to know why and we explain. Quite a few other people have told us they don't stop at big box stores either...for what ever reason.

[sammycat]

Way to go, dad!   I'll have to remember that speech in case I'm ever refused a refund on faulty merchandise.

[Madd Hatter]

You could also let the manager or headquarters know that since they sold you substandard/faulty merchandise and are not willing to correct the problem, that you will be contacting the BBB to let them know of the problem.  I've had to say that a few times, and I usually get results. 

Edited to add:

I'm not sure if other countries have a Better Business Bureau, but there should be an equavilent agency.

[LadyDyani]

I'm not sure the BBB would be much help if it's a big chain.  We changed our phone service to a large chain, not saying what it was, but it's similar to KG&G, and it wasn't until after a full month of back and forth and no phone service and no internet service that I checked the BBB and they had a pretty bad rating.

[IndianInlaw]

I once bought my mom an expensive sweater at Le Chic Shoppe.  It didn't fit, so I tried to return it.

They wanted to give me a store credit.  I knew my mom wouldn't want anything else in the store, so I asked for a refund.

The lady pointed to a sign on the wall that said "No Cash Refunds".  I hadn't seen it.

Unfortunately for them, the sales slips were preprinted ones like you would buy at an office supply store.  The salesclerks would fill in the blanks.   These particular ones had "keep this receipt for exchange or refund".   I kept saying that it said "refund".  Why would it say refund, if they didn't offer refunds? (Duh! ).   I had it in writing that they offered refunds.  Don't you know that this constituted a contract?

They finally gave me a refund, if only to get rid of me.

My mom and I went to JC Penney's, where she picked out two sweaters for that price.

[baconsmom]

My brother's old phone was paid for by my dad (bro was still a teen). Bro goes in to pay the bill one day with cash from Dad, as Dad was busy, but phone co. says "No can do." Apparently, they only accepted credit cards or checks - no cash.

Bro goes to Dad that night saying how he couldn't pay the bill, and could Dad call it in on his credit card? Dad says, "What do you mean, they don't accept cash? Of course they will."

Dad went down to Phone Co. the next day and presented cash.

"We can't accept cash, sir," says phone guy.
"Oh, yes, you can," says Dad.
"No, our policy is credit or check only."
"Look at the bill." Cashier looks at money. "Do you see what it says there? It says legal tender for all debts, public or private."
"I'm sorry, we can't - "
"The federal government says you can, and you will, and then you will cancel our contract."

And they did. Though I tried the same thing with the government when I went for my marriage license - didn't work on them.

[That Anime Chick]

My brother's old phone was paid for by my dad (bro was still a teen). Bro goes in to pay the bill one day with cash from Dad, as Dad was busy, but phone co. says "No can do." Apparently, they only accepted credit cards or checks - no cash.

Bro goes to Dad that night saying how he couldn't pay the bill, and could Dad call it in on his credit card? Dad says, "What do you mean, they don't accept cash? Of course they will."

Dad went down to Phone Co. the next day and presented cash.

"We can't accept cash, sir," says phone guy.
"Oh, yes, you can," says Dad.
"No, our policy is credit or check only."
"Look at the bill." Cashier looks at money. "Do you see what it says there? It says legal tender for all debts, public or private."
"I'm sorry, we can't - "
"The federal government says you can, and you will, and then you will cancel our contract."

And they did. Though I tried the same thing with the government when I went for my marriage license - didn't work on them.

LOL! I wonder if your dad is related to mine. He was the same way, and he worked for a phone company (SBC now AT&T which will probably some other conglomerate in the future).

Actually, when it comes to ultilities taking cash, I believe it has a lot more to do with liability than anything else. Anyone can stick their hand in the till, alter a few numbers and viola! The customer is the one who ends up paying for it in the end. It's harder to do with a credit card or check.