When a Guarantee is NOT a Guarantee!
<p> I bought a steam iron from Boardmans and (as was indicated on the box) received a 2 year guarantee. The iron broke within the 2 year period and I returned it to the same outlet. I was given a new reciept and a NEW iron. This iron has now also broken, yet on returning it to the store, I was informed that the guarantee of the OLD BROKEN iron carried over to the NEW iron and, as such, could not be replaced. Nowhere does it mention on the box (or ANYWHERE in the store ) that this new iron has a 2 year guarantee PROVIDED YOU HAVE NOT PREVIOUSLY BOUGHT ONE THAT BROKE!!</p> <p>So, a "2 Year Guarantee" on a brand new item is somehow not ACTUALLY a "2 Year Guarantee" because another similar item (iron), randomly selected from a shelf in that store, was faulty?! The Manager I spoke to said that if "Boardmans or Melleware had to honour each guarantee seperately (rather than rolling one guarantee onto the new replacement product) then neither Boardmans or Melleware would have a business"!!!</p> <p><br />How the guarantee on a faulty item can "roll over" and become the SAME guarantee on a brand new item (that clearly indicates that it has its OWN 2 year guarantee) is beyond me...but perhpas not beyond the Consumer Protection Act??!!!</p>
We thank you for bringing this matter to our attention. We have escalated the complaint to the Boardman's Midlands management to address as our valued customer is not happy that the replacement iron was also faulty and the store stated that they may not be able to assist further as per the policy that they stated to you, this is as per the post sent to us. A reference number for the formal complaint logged on your behalf is as follows ***/GO. . Kindly include your contact number so that you may be contacted telephonically. The store management will look into the matter and revert with feedback accordingly. . Should you not receive feedback within 48 hours Kindly contact the Edcon Customer Experience Head Office at ***and quote your reference number.
Kind regards,
Customer Experience Team
Call Centre: ***
We thank you for bringing this matter to our attention. We have escalated the complaint to the Boardman's Midlands management to address as our valued customer is not happy that the replacement iron was also faulty and the store stated that they may not be able to assist further as per the policy that they stated to you, this is as per the post sent to us. A reference number for the formal complaint logged on your behalf is as follows ***/GO. . Kindly include your contact number so that you may be contacted telephonically. The store management will look into the matter and revert with feedback accordingly. . Should you not receive feedback within 48 hours Kindly contact the Edcon Customer Experience Head Office at ***and quote your reference number.
Kind regards,
Customer Experience Team
Call Centre: ***
Kindly note that we have received the contact number and we have included it on the complaint logged on your behalf and escalated to the store management as promised.
Your reference number remains the below
***/GO
Kindly note that we have received the contact number and we have included it on the complaint logged on your behalf and escalated to the store management as promised.
Your reference number remains the below
***/GO
We have received your update and are glad the your were finally assisted accordingly on your complaint and have received a new Iron. Do not hesitate to forward us am n email n *** or call ***for any future concerns. Ref No: ***/GO
Kind regards,
Customer Experience Team
Call Centre: ***.
We have received your update and are glad the your were finally assisted accordingly on your complaint and have received a new Iron. Do not hesitate to forward us am n email n *** or call ***for any future concerns. Ref No: ***/GO
Kind regards,
Customer Experience Team
Call Centre: ***.