Today I Got Very Poor Customer Service from Fox!

[MarsAshes]

Hey all,

I bought a DVD boxset from a supermarket here in the UK called Sainsbury's and found that the discs inside were scratched. Unfortunately, I lost my receipt so I couldn't get an exchange or refund from the Customer Services desk at the supermarket.

I was informed however that perhaps 20th Century Fox (UK) could help me out and even send a replacement DVD boxset providing I sent my damaged one back to them.

So I contacted them, told them my story, mentioned that I had no receipt and heard nothing back for 8 weeks.
Then, today I got a reply!

Hoping that they would say "Sorry it was damaged, we'll send a replacement" or (if I was to be unlucky) "I'm afraid we no longer have that boxset in our warehouse", I opened my email with hope.

Here's what it said:

Many thanks for your recent email regarding returning faulty 20th Century Fox Home Entertainment products. I am sorry to hear the product you have received is faulty and would advise that in the first instance you should follow the following checks:

1. For Blu Ray discs ensure that the firmware on your player is the most recent update. (contact the manufacture manual for instructions on how to do this)

2. Check that the player is either region 2 / B or multi region.


If you are still experiencing difficulties you should return the product to the retailer from where it was originally purchased, along with the receipt for exchange / refund (in accordance with the retailers terms & conditions) as this is whom you have made a direct transaction and purchase contract with.

Yeah, so there we go. Pretty stupid response. They didn't say if I could get a replacement boxset from them (which is what I asked in the first place). The email even had spelling mistakes which I had to correct before posting it here. Like, was this response done by a foreign immigrant?! All they've done is copy and paste some crap which allows them to get out of the situation and leave me stuck here. Oh, has anyone ever heard of a "purchase contract"? I sure haven't! :dunno: lol :1orglaugh

Is this why "The Simpsons" and "Family Guy" always make jokes about 20th Century Fox being useless?

Mars.

 

[mrtrebus]

Fox are useless?!? The clue was when Sainsbury's said "perhaps", so there was no certainty that Fox could assist. It's your fault anyway. Don't loose the fucking receipt next time!!

 

[busenbust]

Conspiracy? Fox/Murdoch i mean ....

:yahoo:

 

[mrtrebus]

Conspiracy? Fox/Murdoch i mean ....

:yahoo:

No. Just someone who stupidly lost their receipt & is now stuck with DVD's that don't work! :rofl2:

 

[busenbust]

No. Just someone who stupidly lost their receipt & is now stuck with DVD's that don't work! :rofl2:

oh come on mrt !! little bit more nice ! come on -- !! it's Friday -- are u drinking mrt? :hybrid: that might be it !:stir:

 

[mrtrebus]

oh come on mrt !! little bit more nice ! come on -- !! it's Friday -- are u drinking mrt? :hybrid: that might be it !:stir:

Nice?!? He lost the receipt then complains about not being able to get a refund/exchange? & why is he complaining to us?!?

If you feel so bad buy him a replacement DVD! :rofl2:

 

[Connor Macleod]

You could go buy another one, keep the receipt, and then take the damaged set back with the new receipt and just say you want your money back. This isn't really theft, because you paid for both and you are just returning the one that was damaged. I had to do this once when I lost a receipt on a 4-DVD boxed set and it contained two disk-2's, but no disk-3.

 

[Rey C.]

You could go buy another one, keep the receipt, and then take the damaged set back with the new receipt and just say you want your money back. This isn't really theft, because you paid for both and you are just returning the one that was damaged. I had to do this once when I lost a receipt on a 4-DVD boxed set and it contained two disk-2's, but no disk-3.

Hmm... Yeah! :clap:

 

[mrtrebus]

You could go buy another one, keep the receipt, and then take the damaged set back with the new receipt and just say you want your money back. This isn't really theft, because you paid for both and you are just returning the one that was damaged. I had to do this once when I lost a receipt on a 4-DVD boxed set and it contained two disk-2's, but no disk-3.

Disappointed that your solution didn't involve any decapitations. . .

 

[Supafly]

Don't loose the fucking receipt next time!!

I do not agree so very much with Mrtrebus, but as a former customer care agent, I can just agree.

Same with the 'standard business conditions'. If you don't read thgem, do not be surprised, if you call your boyfriend in Iraq from the USA, and then get a bill like some thousand dollars due to roaming extra costs.

It is really bad that you lost some money on this, take this as a lesson and next time:

KEEP THAT RECEIPT :2 cents:

 

[DOA82]

Everyone else has pretty much nailed it saying that without a receipt you had little chance of getting anywhere.

I keep all my receipts until I know the product in question is either out of warranty or Im satisfied it wont fuck up later.

Sorry to see no one sympathizes with you, but like squallumz says, Ive seen it every which way and no receipt = Shit Outta Luck.

 

[mrtrebus]

I do not agree so very much with Mrtrebus, but as a former customer care agent, I can just agree.

Same with the 'standard business conditions'. If you don't read thgem, do not be surprised, if you call your boyfriend in Iraq from the USA, and then get a bill like some thousand dollars due to roaming extra costs.

It is really bad that you lost some money on this, take this as a lesson and next time:

KEEP THAT RECEIPT :2 cents:

In your role as "a former customer care agent" can you verify this. Isn't it the case that some retailers won't even give cash back for dvds/cds if they have been opened. Something to do with piracy I guess, they will only exchange it for the same item.

 

[Rane1071]

Years ago you could get your money back with/without a receipt with virtually no questions asked.

Now, you're lucky to get "store-credit" for something with a receipt!!

Without a receipt, vitually no chance. ...

 

[busenbust]

In your role as "a former customer care agent" can you verify this. Isn't it the case that some retailers won't even give cash back for dvds/cds if they have been opened. Something to do with piracy I guess, they will only exchange it for the same item.

yes, not sure if it varies from country to country but this is true: once opened, seal broken, many will not allow a refund. ditto online retailers i think .

 

[Supafly]

yes, not sure if it varies from country to country but this is true: once opened, seal broken, many will not allow a refund. ditto online retailers i think .

Absolutely. Though this is changing. Yet, it is mostly a decision based on both gut feeling of the customer care person (In most cases, you can tell if there is a guy who is a copycat, or if there was a problem with country codes etc) and how much the customer insists.

Many company have the policy to say no one or two times, but if you keep getting back at them, and if you add some add-on motivation, like mentioning the contacting of consumer protection organisation, or cancellation of your customer relationship, most companies won't risk that over paying back for the not wanted product.

 

[siffert]

i just had a look on some consumer websites. 'Which' etc , and found a couple of points: "Telling customers to send faulty items back to manufacturers. This is wrong, designed to shift the problem elsewhere. The buyer has a contract with the retailer, not with the manufacturer who may not even have a representative in this country, let alone be geared up to deal with faulty items" and " Stores often try the "no refund or return without a receipt" line. No store has to change or refund an item simply because the owner does not like the colour. But where an item fails, shops do not have the right to demand a receipt. A credit card slip or statement or even the say-so of a person who was present when the products were purchased, are legally enough". Check www. Which.co.uk.

 

[MarsAshes]

You could go buy another one, keep the receipt, and then take the damaged set back with the new receipt and just say you want your money back. This isn't really theft, because you paid for both and you are just returning the one that was damaged.

Yeah, I've done that before with another DVD. It's a wise trick.

Sadly, they don't make the boxset anymore. It went out of production last year. That's why I was advised to contact Fox in the hope that a distribution factory somewhere may have had one in stock.

However.....

Good news everyone, I've found the receipt! It turns out that somebody had pinched it for use as a bookmark in a geography book here. So I wasn't to blame after all.

I suppose mrtrebus would probably advise that I do something crazy now like decapitate the guilty party?! No, that's not my style. :dunno:

Anyway, time to go and get my refund now.

Oh and does anyone know the answer to the question I posted previously? That was the main point I started this thread in the first place - to see if there was a real reason American cartoons made fun of Fox all the time.

Is this why "The Simpsons" and "Family Guy" always make jokes about 20th Century Fox being useless?

 

[busenbust]

well done Mars -- let us know how u get on! decapitate? mrt would never suggest such a thing !:laugh: would u mrt ? :shocked: