I think ideally you want to send this thing back and never look upon its face again right? And you've had it for how long?
I suggest you try the following course of action
1) ring play to request a refund, take the name o fhte person you are speaking to
2) tell them the item is not fit for purpose and if they tell you it matches the desc on the website, point out that that description was both misleading and incomplete
3) they will refuse to help you, ask to speak to their manager, reiterate points 1 to 2
4) the manager may refuse to help you also, ask to speak to their manager, lather rinse repeat
5) at some point you run out of managers, you may at this stage get what you want, but more likely you wont. When you have reached the highest level of manager you can get, ask for the person you need to contact in writing to make a formal complaint. Explain that your next course of action will be to take them to court, should you not recieve satisfaction. Explain at all stages of the process that you have been a loyal customer and expected nothing other than their usual fantastic service. Explain in great detail to each person that you speak to how poor the service has been to date. If they complain that it is well outsite the 28 days then tell them that you yourself are unhappy about thisand the whole process has dragged on far too long. Point out that you will be complaining to various consumer bodies (this is only really useful if you're at a high-ish level of manager but is worth researching into beforehand anyway).
At all time remember your aim in this - you want play to pick up the damn thing and give you your money back. The absolute least you will settle for is to find out the next stage you hav eto go through in their dispute resolution process - whether this is the person you write to or the place you post the mecia centre to or whatnot.
Remain cool and calm and polite. Waste their time. They arenot allowed to put the phone down on you. Explain at all stages that you do not blame the person you are talking to for your unhappiness but that their compnay has porvided substandard service and you expect to see it resolved. Do not give up - because eventually, they will. You have hundreds of pounds to lose by giving up - the person on the other end off the phone on a personal level, has nothing to lose by giving you what you want.
Disclaimer - the above will make you miserable. It will also work. It is fair to say that you have not acted perfectly in accordance with their returns policy - we are ignoring this and focusing on the fact that they do quite legitimately owe you a refund for miselling you a product that was not fit for purpose. Utter the magic words 'I cant imagine I'm the only person who has complained about this' and measure the length of the pause you get. Because I bet you aren't the only person who's complained.
Er, sorry if this has been a rant - but there you go, my 3-step guide to dealing with arsy internet phone sales people.
Oh and ring them from skype - else your phone bill will be horrendous. Better yet ring them in your lunchbreak if your workplace are kind about such things.
I think ideally you want to send this thing back and never look upon its face again right? And you've had it for how long?
I suggest you try the following course of action
1) ring play to request a refund, take the name o fhte person you are speaking to
2) tell them the item is not fit for purpose and if they tell you it matches the desc on the website, point out that that description was both misleading and incomplete
3) they will refuse to help you, ask to speak to their manager, reiterate points 1 to 2
4) the manager may refuse to help you also, ask to speak to their manager, lather rinse repeat
5) at some point you run out of managers, you may at this stage get what you want, but more likely you wont. When you have reached the highest level of manager you can get, ask for the person you need to contact in writing to make a formal complaint. Explain that your next course of action will be to take them to court, should you not recieve satisfaction. Explain at all stages of the process that you have been a loyal customer and expected nothing other than their usual fantastic service. Explain in great detail to each person that you speak to how poor the service has been to date. If they complain that it is well outsite the 28 days then tell them that you yourself are unhappy about thisand the whole process has dragged on far too long. Point out that you will be complaining to various consumer bodies (this is only really useful if you're at a high-ish level of manager but is worth researching into beforehand anyway).
At all time remember your aim in this - you want play to pick up the damn thing and give you your money back. The absolute least you will settle for is to find out the next stage you hav eto go through in their dispute resolution process - whether this is the person you write to or the place you post the mecia centre to or whatnot.
Remain cool and calm and polite. Waste their time. They arenot allowed to put the phone down on you. Explain at all stages that you do not blame the person you are talking to for your unhappiness but that their compnay has porvided substandard service and you expect to see it resolved. Do not give up - because eventually, they will. You have hundreds of pounds to lose by giving up - the person on the other end off the phone on a personal level, has nothing to lose by giving you what you want.
Disclaimer - the above will make you miserable. It will also work. It is fair to say that you have not acted perfectly in accordance with their returns policy - we are ignoring this and focusing on the fact that they do quite legitimately owe you a refund for miselling you a product that was not fit for purpose. Utter the magic words 'I cant imagine I'm the only person who has complained about this' and measure the length of the pause you get. Because I bet you aren't the only person who's complained.
Er, sorry if this has been a rant - but there you go, my 3-step guide to dealing with arsy internet phone sales people.
Oh and ring them from skype - else your phone bill will be horrendous. Better yet ring them in your lunchbreak if your workplace are kind about such things.
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