Why is it that the onus is put on the customer to take action? Over the last few days I have been trying to contact Product Help regarding my Freestyle 750. The line was constantly engaged. On one occasion I held the line for 2hrs 10 mins before calling it off in disgust.
I was passed from pillar to post whilst trying to find alternate ways of resolving my difficulties. Many staff did not know of the standard complaints procedure, of the e-mail address or its phone number.
I tried dealing with BT Shop on Line, who were totally at a loss regarding their responsibilities under the Sale of Goods Acts, and Distance Selling Regulations.
Every time I was told “If you don’t like it, send it back” and this at my own expense, and they would “see to it”.
I requested a prepaid returns label, but was told that if I did not have a fault number (obtained from the permanently engaged number 0800212182, they could do nothing.
They indicate that it was up to me to show that the instrument was faulty or that the User Guide as inadequate. The emphasis seems to be on selling rather than a total customer service experience.
Dr David Bracey