Well, I sent an email to the manager of Waterstone's Cardiff branch.
The next day, I got a note in the post. It reads:
Quote:
We would like to inform you that we got in touch with Sony Central Service in relation to your e-Reader.
Apparently, they are asking for a Proof of Purchase in order to proceed with the repairs to the reader, otherwise, they say, they will charge you the amount of £53.05 for the fixings, plus the parts.
Thanks in advance,
Waterstone's Team
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A couple of hours later, there was a knock at the door, and a courier delivered my Reader. This was a bit of a surprise.
The battery was completely flat, so I plugged it in.
It was returned unrepaired. So I'm back to square one; sitting at home with an unrepaired Reader.
I am
really annoyed at this.
1. I HAD taken a proof of purchase with me to Waterstone's in September. The shop assistant had looked at it, and had ample opportunity to photocopy it.
2. No one at all communicated with me - not from Waterstones, nor Sony - to tell me what needed doing.
3. Then they returned the Reader quite unnecessarily. Why didn't they wait, and ask my intentions?
4. They have had the reader for
two months. That's two months of the guarantee gone for nothing. And I've been deprived of the device, apparently because a shop assistant forgot to take a photocopy. And they haven't even apologised or offered to put matters right.
Now, I'm not sure what to do.
Under UK consumer law, my contract is with the retailer. But can I trust Waterstone's to meet their obligations? They certainly haven't so far.
So, should I try taking the device back to the Cardiff branch and make a fuss; or should I just go to the trouble and expense of packing it up and sending it to Sony myself, for a warranty claim?
By the way, does anyone know the email address of the Waterstone's UK CEO? I'm inclined to write and tell him/her what I think about their minimalist approach to communication and customer service.