This is a story of fraud and forgery; of deception and theft. I've waited a long time to write this piece, hoping that Dixons would do the right thing and honour their legal and contractual obligation and client commitment. Instead, the company has chosen to drop the matter, apparently hoping I'll tire of fighting for my rights.
In a nutshell, I bought a Toshiba laptop computer from Dixons on Kensington High Street, London (the store has since folded). I felt like a mug when purchasing their three-year extended warranty, but was glad I had when the computer crashed with a hardware problem. I reported the problem via phone; had an IT specialist in Paris verify the technical issue was beyond repair and as per Cover Plan Customer Care instructions, filed a claim. I was told the claim was approved and a cheque in the amount of £920.98 (about $1,509.68) had been issued to replace the defective computer.
Six weeks went by; still no check. In a flurry of increasingly hostile email exchanges, I was told the check had been sent to the wrong address in London; even worse, it had been cashed!
I reminded Customer Care they knew very well I wasn't living in London - all our conversations and my correspondence had come from France, plus they'd verified my address in France. I informed them if they had in fact issued a check, it had been stolen and forged. I urged Dixons to file a theft report with the bank, as well as a police report in Blackheath, London, where they supposedly had mailed the check.
Dixons refuses to accept responsibility
Over the next five months, various Customer Care representatives assured me the matter was under investigation by their finance department. Yet they refused numerous requests to provide any paperwork confirming their actions or a photocopy of the check - and the forged signature - to provide to my UK bank and the police.
I advised the manager of their "World Wide Product Support" that their company was participating in fraud and encouraging theft, by refusing to pursue the matter. But Dixons' customer care representatives were rude and uncooperative. They informed me they weren't going to do anything else; they'd issued a check and it wasn't their problem if it was sent to the wrong address, stolen and fradulently cashed.
A so-called customer care representative provided a mailing address for Dixons litigation department, where I sent a copy of the file. Yet my correspondence has remained unanswered, despite repeated queries. I wonder if the company's CEO has any idea about his Cover Plan's reckless disregard for customer care?
So the moral of the story is don't buy a computer from Dixons and by all means, don't fall for the false assurances of their Cover Plan Extended Warranty. Dixons is quick to take your money to pay for an extended warranty, but extremely slow to bother with fulfilling their obligations under that warranty. Dixons still owes me £920.98 - plus interest.
Photo of potted tree root and marble sculpted head, Amsterdam.
How very frustrating! And businesses wonder why 'consumer confidence' is so shaky, lately...I'm so sorry you've been going through all that, Tara. I hope you can get this resolved soon. Hugs!
Posted by: tinker | 22 August 2009 at 07:35
I hope that you get satisfaction Tara - this is dispicible. Shouldn't happen - you need a 'fair go' as we say over here.
Posted by: Kay | 21 August 2009 at 10:19
Have you tried contacting Toshiba directly?
We purchased about 25 laptops for our business with Toshiba and have had very good experiences with working with them.
Realisitically, this is their reseller that has gone out of business, so I'm not sure what they can do.
But again, while they are slow to work with, Toshiba has been excellent to take care of our problems here in the US.
Posted by: Cheryl | 20 August 2009 at 21:03
I am so sorry that you had such bad luck with both computer and the company who sold it to you! The more I read of your long list of actions taken and not taken by that company, the incompetence of the various departments almost took my breath away! If I were a CEO of that company, I would like to know about it: Have you tried to contact any of them? It may solve your problems faster than anything else.
Good luck!
Btw, I just got myself a brandnew computer - at a brick and mortar store here in the city. It may have cost more than ordering it from a webstore, but I have learned the hard way that a good local business is invaluable in so many other ways I try to support them wherever I can. I did the same with my camera and have been nothing but happy about that, for a variety of reasons.
Posted by: Merisi | 20 August 2009 at 18:42
I can't believe , Tara !!! What an horrible. I thought french companies were the worst to this kind of think but this story reminds me about our problem with UPS and the money they never wanted to refund me for bla bla bla reasons ...Keep on going
Posted by: http://www.enseignedegersaint.typepad.fr | 20 August 2009 at 17:53
What total crap. I just got a new MacBookPro because my four-and-a-half year-old Powerbook processor will not support the extreme high-end programs I need, but is still working fine for all the basic CS3. Next time, get a Mac. You also won't have to worry about viruses. The last one I got was one that SHIPPED with Quark 4 in 1998.
When I was having a little problem, the woman at the Apple Store on Regent Street told me what to buy at another shop, saving me around £80. I have always had good results with Apples.
This is my 7th (in 20 years). Not bad, especially considering the work load and that a few were running simultaneously. I think my mom has gone through about 10 PCs in less than that time.
Posted by: Michelle French | 20 August 2009 at 15:27
Adding yet another case of "the check is in the mail..."
It is probably not much consolation but it isn't much different here. Customer service is like.. health care... and other things in these times... great if you can get can get it... and elusive if you can't.
I once waited 18 months for a refund for a faulty appliance. When I finally received it, I felt so triumphant, although I was beginning to forget about it.
I notice they do not give interest when they send the refunds very late. If it were a late payment, I am sure there would be interest, late fees, and all sorts of litigation threats!
Wishing you luck!
Posted by: Helen | 20 August 2009 at 12:09
Unbelievable! Let's hear it for mom and pop stores again!
Posted by: Elizabeth Rhiannon | 19 August 2009 at 23:19
Thanks, Nic. You're absolutely right about the extended warranty the manufacturer provides. I've bought two laptops (HP and Sony) and a netbook (Samsung) since the bad Dixons experience - none of them at Dixons. My next trip to London will be for an intensive photography course.
Posted by: Tara Bradford | 19 August 2009 at 20:48
Not a lot of help (I imagine it would be different if you were in the UK tho!), but I only ever go for the extended warranty that the manufacturer provides - never the store selling it.
Is that the reason for your next UK trip? :)
Posted by: Nic Wise | 19 August 2009 at 20:41
Thank you, Allegra! I have contacted the Citizens Advice Bureau, as well as the UK government agency that monitors consumer fraud. I'll follow up w/ other government agencies as well. Your info is much appreciated!
Posted by: Tara Bradford | 19 August 2009 at 19:00
How frustrating for you! I hope eventually it will be resolved, but you can know I would never shop there. Thanks for the head's up.
BTW, as usual I love your photo and the roses one too.
Posted by: Marilyn | 19 August 2009 at 18:50
http://ec.europa.eu/consumers/index_en.htm
I believe this agency would have an interest in finding about this fraud. If you have not done this yet, contact them. It would be interesting to see what they have to say and what suggestions if any they have for you to go after these thieves. The UK must have some agency that would be able to help as well. I will do some digging and let you know what I find, if anything. Hugs from here and I am still waiting for Mary to let me know when is she going to Paris otherwise I will wait until you come stateside.
Posted by: Allegra | 19 August 2009 at 17:52
I hope you prevail! Good luck in your pursuit!
Posted by: dutchbaby | 19 August 2009 at 17:09
In a nutshell, that sucks. This is why companies go out of business. They fail to honour the most basic customer service needs. It is shameful for them that you have to chase them down for your money. Warranties are service-based products that they are quick to push on you and take your money for, but then not so quick to honour them when the need arises. They are like insurance companies, looking for a loophole here, or a clause there that absolves them from any liability.
In business there is an unwritten rule, good news travels slowly...bad news travels fast. Now their incompetence is global, thanks to you! Thanks for the heads up Tara, I'll never shop there. xoxo
Posted by: Gillian daSilva | 19 August 2009 at 16:50
Dang...I'm so sorry to hear that. This seems to be a growing problem with companies. I had a friend who got the basic 90-day warranty on a new laptop and they stopped honouring it about 30 days early. You should tell Dixons that you're reporting this problem to a consumer reporting place--I'm not sure what it would be in the UK. But usually they get their act together if you tell them they're going to be investigated. =) I hope that they eventually come to their senses!
Posted by: el3phant | 19 August 2009 at 16:40
Yikes. That'a bloody fortune, even without the exchange rate. I'll pass this on to a blogger friend who lives in England.
Posted by: jeanie | 19 August 2009 at 16:26
My God I can't believe this is still not sorted. I was listening to someone on radio this morning saying that they tried to use a Lifetime Guarantee and it meant absolutely nothing. Let's hope someone at Dixons reads this.
Posted by: Di Overton | 19 August 2009 at 15:43