Expected response time from a retailer regarding a problem?
Johnny Napalm
Posts: 1,458
Hi.
Just wondered what people would consider an acceptable response time from a retailer regarding a quality problem?
Say, you have had a previous issue with a supplied item (quality issue after two weeks of initial use) that was then repaired by the retailer free of charge (thus accepting it was related to the item being faulty), and within just over a couple of weeks after the repair the same quality issue happens again.
After informing the retailer of the second problem, how long would you be prepared to wait before the retailer acknowledges your second complaint? At this point nothing has been returned to the supplier because the customer is waiting for an acknowledgement regarding the second complaint.
Just wondered what people would consider an acceptable response time from a retailer regarding a quality problem?
Say, you have had a previous issue with a supplied item (quality issue after two weeks of initial use) that was then repaired by the retailer free of charge (thus accepting it was related to the item being faulty), and within just over a couple of weeks after the repair the same quality issue happens again.
After informing the retailer of the second problem, how long would you be prepared to wait before the retailer acknowledges your second complaint? At this point nothing has been returned to the supplier because the customer is waiting for an acknowledgement regarding the second complaint.
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Comments
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5 working days.
but i would expect a receipt of the mail etc... in a day or two and 5 days from that.
Note WORKING so Mon/Friday.
a Phone call call in is receipt, but if more info needs sending in then......."Do not follow where the path may lead, Go instead where there is no path, and Leave a Trail."
Parktools :?:SheldonBrown0 -
Thanks, Nick.but i would expect a receipt of the mail etc... in a day or two
That's the issue I was trying to get at - getting an acknowledgement of the complaint, which will have to be via email when the company doesn't answer the phone after mutiple calls to them.0 -
hmmm I can guess who if they don't answer the phone!
I had an issue with a retailer not cancelling my order their end and sending me a product 7 days after i'd cancelled it. Then taking an age to refund me. If it's who I think I have the email of the company director if you PM me the name of the company I can gladly pass you on his email addy
(For anyone thinking i'm trying to drag someone through the mud, I have not mentioned any company names!)0 -
Thanks for the responses.
I always try to be reasonable, but when you spend your hard-earned money on what are now very expensive items, the least you should expect is decent customer service.
To be honest, most of the retailers I've used over the years have been absoloutely spot on.
I'm not too bright at the best of times, but Speedking?0
