Review: Waterstone's UK Customer Service - Page 2

zelda_pinwheel · 11-01-2009, 09:34 AM

Quote:

Originally Posted by columbus

Now! that search produces some very interesting hits, particularly this one

http://www.guardian.co.uk/technology...books.newmedia

Quote:

Originally Posted by Patricia

Also this:
http://www.guardian.co.uk/books/2009...seller-website
(Waterstone's staff are now blocked from accessing the Bookseller site, after it published an unflattering story. It is the main trade journal for bookselers in the UK.)

The Cardiff branch of Waterstone's is also the one that cancelled an author's book signing because of protests by some Christian groups last year.
(There was no problem when the unfortunate author went on to do a reading at the Welsh Assembly.)
http://www.cinnamonpress.com/darkness/

wow. those are appalling. i almost wish i lived in the UK now just so i could boycott waterstone's.

patricia, perhaps a nonny mouse's advice is the best ; go right over their heads. wouldn't it be lovely if a higher authority took the matter in hand and required them to fulfill their obligations without you having to struggle with them.

HarryT · 11-01-2009, 09:43 AM

Patria,

This may be of some interest to you. It's a template letter provided by the BBC to make claims against retailers under the Sale of Goods Act, and has, apparently, produced many very good results from retailers who tried to fob off customers.

Patricia · 11-01-2009, 12:59 PM

Thanks, Harry. I may well be making use of it.

A Nonny Mouse · 11-01-2009, 03:39 PM

I am not a consumer rights lawyer but it seems to me clear that;-

1/ under the sale of goods act Waterstones are responsible for the replacement / repair of defective products sold by them. You must prove that you bought the goods from them and when.
The sale of goods act allows for a period of up to six years from date of purchase that they were of 'merchantable quality'.

They may choose to place the onus on you to prove you did not cause the defect by either modifying the product or by damage.
By returning the goods to you without reasonable explanation they could be seen to be in breach of their responsibilities under the act.

2/ you said you bought the goods using a credit card. Under the consumer credit act the card provider is jointly and summillary responsible with the retailer.
You should advise the card provider at once of your grievance and that you hold them responsible with the retailer.
Faced with the wrath of Visa or Mastercard the retailer will normally honour their responsibilities without further argument.

3/ download the templates as suggested by Harry, just reading them explains the relevent laws better than I.

Speak to, or better still visit your local Citizens advice bureau and The trading standards office. If they feel a serious breach of the consumer laws has occurred they will take the case for you.

Let me say I am not a disgruntled Waterstone's employee, just a very disgruntled ex customer.

Both Sony and Waterstones read this forum, along with the public at large, and I am surprised they are allowing this thread to continue un answered.

Patricia · 11-01-2009, 04:33 PM

Thanks for all the help, everyone.

I've taken a scan of the relevant cc statement, and will draft a stiff letter to Waterstone's and take the device in to the Cardiff branch again tomorrow for repair/replacement. I'll give them a few days to sort it out, then try the Trading Standards people.
I may also contact the Waterstone's MD and tell him that I think their customer service is sadly lacking.

I actually chose to buy the device from a bricks-and-mortar shop (rather than online) because I was under the illusion that there would be better customer service in the event of a problem. This has been a disappointment. We'll see whether they choose to make it up to me.
I'll keep you all informed about any progress.

zelda_pinwheel · 11-01-2009, 04:35 PM

Quote:

Originally Posted by Patricia

I actually chose to buy the device from a bricks-and-mortar shop (rather than online) because I was under the illusion that there would be better customer service in the event of a problem.

oh, the painful irony.

i hope it goes better this time around. good luck, patricia. do keep us posted.

columbus · 11-02-2009, 06:55 AM

Best you get in quick Patricia! see this thread!

https://www.mobileread.com/forums/sho...224#post645224

Patricia · 11-02-2009, 02:20 PM

Well, I took the thing (plus proof of purchase and copies of the accumulated paperwork)back to Waterstone's Cardiff branch and spoke firmly to the manager. The Reader is back for repairs again. Let's hope that they actually repair it this time.

I also said that, since I had been deprived of the device for two months, through no fault of my own, I felt that they ought to extend my warranty and make some kind of gesture.
The manager said that he would get back to me. I'll give him a couple of days to sort it out satisfactorily. Then I'll escalate things if necessary.

pthwaite · 11-02-2009, 02:32 PM

Best of luck, I think we all feel for you.

Patricia · 11-02-2009, 02:42 PM

Thanks, Howard. I'm keeping my fingers crossed.

BookCat · 11-10-2009, 08:30 PM

In your shoes, I think I'd be demanding a new replacement, rather than repair, and some kind of goodwill gesture, like some free ebooks maybe?

Retailers depend on their reputation and goodwill; it's not in their interest to treat customers badly. Maybe they need reminding of this. Have you thought about contacting Watchdog, or some other consumer rights show/press? Perhaps tell Waterstones that you intend to do this. They hate bad press!
Good luck.

Patricia · 11-11-2009, 04:58 AM

Well, I certainly told the manager at Waterstone's that I thought that some sort of gesture was appropriate, since I had been denied the use of my reader for two months.

They've now had it for a week. I'm told that repairs normally take two weeks. We'll see what happens.

Patricia · 11-14-2009, 06:15 PM

Yesterday, my reader arrived back home, at last. The screen has been replaced, and seems to be working properly. But there's been no explanation for the excessive delay, nor any apology from either Sony or Waterstone's.

alecE · 11-15-2009, 07:19 AM

I'm glad you got it back in working order :-)

JSWolf · 11-15-2009, 08:23 AM

Quote:

Originally Posted by Patricia

Yesterday, my reader arrived back home, at last. The screen has been replaced, and seems to be working properly. But there's been no explanation for the excessive delay, nor any apology from either Sony or Waterstone's.

I wouldn't blame Sony. I'm guessing that Waterstone's did not send in the proof of purchase. Sony then got back to them about the repair. Waterstone's then did nothing about it. So after some time, Sony just sent your 505 back to you. That is how I see it happening.

The second time around, Waterstone's did send in proof of purchase so Sony was able to fix it right away.

Anyway, glad you have your 505 back and that it is working now.

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11-01-2009, 09:43 AM	#17
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Patria, This may be of some interest to you. It's a template letter provided by the BBC to make claims against retailers under the Sale of Goods Act, and has, apparently, produced many very good results from retailers who tried to fob off customers.

11-01-2009, 12:59 PM	#18
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Thanks, Harry. I may well be making use of it.

11-01-2009, 03:39 PM	#19
A Nonny Mouse Connoisseur Posts: 55 Karma: 272 Join Date: Jul 2009 Location: Right here, right now! Device: sony prs505	I am not a consumer rights lawyer but it seems to me clear that;- 1/ under the sale of goods act Waterstones are responsible for the replacement / repair of defective products sold by them. You must prove that you bought the goods from them and when. The sale of goods act allows for a period of up to six years from date of purchase that they were of 'merchantable quality'. They may choose to place the onus on you to prove you did not cause the defect by either modifying the product or by damage. By returning the goods to you without reasonable explanation they could be seen to be in breach of their responsibilities under the act. 2/ you said you bought the goods using a credit card. Under the consumer credit act the card provider is jointly and summillary responsible with the retailer. You should advise the card provider at once of your grievance and that you hold them responsible with the retailer. Faced with the wrath of Visa or Mastercard the retailer will normally honour their responsibilities without further argument. 3/ download the templates as suggested by Harry, just reading them explains the relevent laws better than I. Speak to, or better still visit your local Citizens advice bureau and The trading standards office. If they feel a serious breach of the consumer laws has occurred they will take the case for you. Let me say I am not a disgruntled Waterstone's employee, just a very disgruntled ex customer. Both Sony and Waterstones read this forum, along with the public at large, and I am surprised they are allowing this thread to continue un answered.

11-01-2009, 04:33 PM	#20
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Thanks for all the help, everyone. I've taken a scan of the relevant cc statement, and will draft a stiff letter to Waterstone's and take the device in to the Cardiff branch again tomorrow for repair/replacement. I'll give them a few days to sort it out, then try the Trading Standards people. I may also contact the Waterstone's MD and tell him that I think their customer service is sadly lacking. I actually chose to buy the device from a bricks-and-mortar shop (rather than online) because I was under the illusion that there would be better customer service in the event of a problem. This has been a disappointment. We'll see whether they choose to make it up to me. I'll keep you all informed about any progress.

11-02-2009, 06:55 AM	#22
columbus Wizard Posts: 999 Karma: 5487540 Join Date: Feb 2009 Location: In my own imagination. Device: Sony Prs 650, 505	Best you get in quick Patricia! see this thread! https://www.mobileread.com/forums/sho...224#post645224

11-02-2009, 02:20 PM	#23
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Well, I took the thing (plus proof of purchase and copies of the accumulated paperwork)back to Waterstone's Cardiff branch and spoke firmly to the manager. The Reader is back for repairs again. Let's hope that they actually repair it this time. I also said that, since I had been deprived of the device for two months, through no fault of my own, I felt that they ought to extend my warranty and make some kind of gesture. The manager said that he would get back to me. I'll give him a couple of days to sort it out satisfactorily. Then I'll escalate things if necessary.

11-02-2009, 02:32 PM	#24
pthwaite Fanatic Posts: 597 Karma: 430 Join Date: Aug 2008 Location: Ellesmere Port, UK Device: DR1000S Sony PRS505 iPad iPhone	Best of luck, I think we all feel for you.

11-02-2009, 02:42 PM	#25
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Thanks, Howard. I'm keeping my fingers crossed.

11-10-2009, 08:30 PM	#26
BookCat C L J Posts: 2,911 Karma: 21115458 Join Date: Dec 2008 Location: Birmingham UK Device: Sony e-reader 505, Kindle PW2, Kindle PW3, Kobo Libra2	In your shoes, I think I'd be demanding a new replacement, rather than repair, and some kind of goodwill gesture, like some free ebooks maybe? Retailers depend on their reputation and goodwill; it's not in their interest to treat customers badly. Maybe they need reminding of this. Have you thought about contacting Watchdog, or some other consumer rights show/press? Perhaps tell Waterstones that you intend to do this. They hate bad press! Good luck.

11-11-2009, 04:58 AM	#27
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Well, I certainly told the manager at Waterstone's that I thought that some sort of gesture was appropriate, since I had been denied the use of my reader for two months. They've now had it for a week. I'm told that repairs normally take two weeks. We'll see what happens.

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11-14-2009, 06:15 PM	#28
Patricia Reader Posts: 11,504 Karma: 8720163 Join Date: May 2007 Location: South Wales, UK Device: Sony PRS-500, PRS-505, Asus EEEpc 4G	Yesterday, my reader arrived back home, at last. The screen has been replaced, and seems to be working properly. But there's been no explanation for the excessive delay, nor any apology from either Sony or Waterstone's.

11-15-2009, 07:19 AM	#29
alecE Evangelist Posts: 412 Karma: 546196 Join Date: Mar 2009 Location: UK canal boat Device: sony prs505, prs650, kobo Glo HD liseuses	I'm glad you got it back in working order :-)