Buyer Beware - returns even of faulty products are difficult

“Buyer Beware - returns even of faulty products are...”

Written on: 22/03/2012 by CommonSense (1 review written)

We ordered 2 refurbished TVs from Dixons expecting that they were being sold as 'in good working order', just not in original packaging.

Delivery - good (on time) -

Packaging- bad

- they both came in a box full of air (and I don't mean bubble wrap - I mean nothing)- with the leads, remote, batteries and instruction booklet rattling around loose in the box, with the tvs only anchored by cardboard in the corners with a loose piece of thin foam sheet over the screen, making us feel a bit worried as to their condition following transit.

Faulty- waiting for collection

the small TV worked for a few hours and then next time it was turned on the screen was black- with perfect sound and then we noticed a vague ghostly image but no improvement. Dixons customer care agreed to replace or refund- I chose refund and gave me a collection day with hours between 9am-5pm. Apparently they cannot even guarantee the driver texting or ringing before their arrival so that you don't have to sit in the house all day, (though they can collect from your place of work - which is ok unless you are a cabby-salesman-etc and don't have an office or base).

Not as described-

The other TV came with instructions that described it as 'HD ready' and inside on page 50 it clearly states,

"Whilst the TV is capable of accepting a 1080p input, it is not capable of displaying this screen resolution and therefore the display will be scaled to fit the native resolution of the screen automatically."

YET, on my receipt it clearly states that I have bought a Full HD TV and when I queried this with customer services they told me that it IS a full HD TV even though the instructions that came with it say otherwise. I told cs that I had lost confidence in the product for the reasons explained (see above) and wanted to return but was told that I could not, even though it only arrived yesterday.

And if this full-HD-or-HD-ready tv breaks down in 10 days/weeks/months time I will only be offered a repair or replacement if unfixable- not a refund apparently.

Do not buy here, if you don't like hassle when/if things go wrong - which they seem to have a higher chance of doing given their product packaging, manuals and uncustomer focussed customer service.

Visit dixons.co.uk