Page 1 of Play.com Customer Service?????

I bought a set of `Star Trek: Next Generation - 20th Anniversary Complete Boxset (49 Discs)` from Play.com.

When I reached Season five, I came to a disc which proved to be faulty. I contacted Play.com and advised them of this.

I subsequently received a reply from them in which they said that I should contact their Customer Service Team who would arrange for the disc set to be uplifted.

This uplift would be on a certain date and sometime within the hours of 0900 to 17.30.

There was no mention of a refund or a replacement set of discs.

I sent them an e-mail and asked if it was possible to get just the single replacement for the faulty disc. Alternatively, if this was not feasible, could they at least give me a more flexible uplift time slot.

As I hadn`t received a reply from them after two months, I sent them a letter.

I received an e-mail from them two weeks later and I enclose a copy and paste of part of that message, which thanks me for my e-mail.

"Thank you for your email.

We are sorry to hear that you have a faulty product. We understand the frustration this may cause but unfortuantely we are unable to replace individual discs, and the boxset itself has now become unavailable.

Please accept our apologies for any inconvenience caused to you in this matter. We hope that this response answers your query. Should you require any further assistance please do not hesitate to contact us via the Helpdesk section of the website."

I`ve been a customer of Play.com for 6 years and during this time I have placed over 200 orders with them.

If Play.com think that is the right and proper way to treat a customer, then let them come onto this site and explain their reasons why.

Can you not contact the disc manufacturers and see if they can replace it seeing Play are not helping?



In Madness You Dwell

So you are basically saying Play aren`t going to do anything for you as the boxset is no longer stocked

When did you buy the boxset

Play.com have no Customer Services whatsoever. I once rang them up after having some problems and informed them that I would be sending them a written complaint and could I please have their address to send this to. The response I got was "we don`t have an address".
"I`m sorry" I replied "but if you are sat within a building which is sheltering you in some way I am confident that you do have an address so please could you please give me the registered company address for Play.com"
"We don`t have a registered address."
"If you are a company trading lawfully in the UK then I think you will find that you do have a registered address."

This went on for some time and in the end I spoke to someone claiming to be a supervisor who again went through the same conversation that there was no address until eventually they gave me what turned out to be a false address just to get rid of me. Never mind, Trading Standards eventually managed to contact them for me and get my money back.

Moving onto your problem though. If the product they have supplied you with is faulty and they are unable to provide you with a replacement then they are legally obliged to refund your money under the Sale of Goods Act 1979. I think the Distance Selling Regulations also state this. Its also worth noting that under the Distance Selling Regulations the customer should not be left out of pocket in any way when returning an item, make sure you point this out when you respond to Play.com.

It might be easier to contact Paramount directly and see if they can supply a replacement disc. After a while it becomes easier that way, and studios are less apt to give you the runaround. I`ve had a good number of discs that suffered from delamination, all replaced by the studios.

I also bought an X Files set from Play once that I didn`t watch for 4 months. When I came to disc 5 I found a scratch on it that made it skip. Rather than bother with Play, I e-mailed FoxUK directly, and they swapped it for me. (They usually want the dodgy disc first to check)

EDIT: This is a good site to search for addresses and telephone numbers that you usually can`t find on the packaging...

http://www.bva.org.uk/about-us/our-members
===========================
Jitendar Canth

Quote:
"I thought what I`d do was, I`d pretend I was one of those deaf-mutes."

My Top 20 movies at YMDB
Site Reviewer at DVD Reviewer & MyReviewer

Carving out a niche with a pneumatic drill at Anime @ MyReviewer.com

This item was edited on Wednesday, 20th January 2010, 14:27

Just to note Play trade outside the UK

Taken from their T&C - para 34

Quote:
Every purchase you make shall be deemed performed in Jersey. Jersey law shall govern every aspect of contractual agreement concerning purchases made from the Site

Therefore UK consumer law does not apply to them

That must be a recent addition to their terms then as it was not there when I went right through them, we are talking 12 months ago though.