To whom it may concern, I am enraged that today I have been on hold with Dixons customer service department for almost two hours. I find this the most appalling service department I have ever had the displeasure to have to call.

I originally got through to the Dixons department on Sat 3rd Jan 04 when the lady I spoke to could not do anything to help me as she couldn't work the computer. Today, I called at 12:50 to be on hold for 25 mins only to be cut off whilst being on hold. I called immediately back to find myself on hold for over an hour which I find inexcusable. I had to end the call as I had to return to work. This evening, I called at 5:30 and again was on hold until a man answered saying "hello". I explained the reason for my call and he replied bluntly, "we are now closed" and hung up. As I am sure you can imagine, words do not go far enough to describe my anger at such rudeness, not to mention unprofessionalism. Due to this, this letter is also being sent to your head office and complaints department.

The purpose of all my unresolved call was to simply cancel my coverplan agreement which was renewed without prior written notification and sent to my address of almost four years ago. I have stopped using the laptop some time ago and do not require the coverplan agreement and therefore wished to request a refund (which the woman I spoke to on the original phone conversation informed me would happen when I called back).

I await your urgent reply as I am currently far from being a satisfied customer.
Edward Osborne ... 6 January 2004 (published 23 February 2004)

Editor's Note: Forwarded to Dixons by email on 23 February 2004
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To whom it may concern, I am enraged that today I have been on hold with Dixons customer service department for almost two hours. I find this the most appalling service department I have ever had the displeasure to have to call.

I originally got through to the Dixons department on Sat 3rd Jan 04 when the lady I spoke to could not do anything to help me as she couldn't work the computer. Today, I called at 12:50 to be on hold for 25 mins only to be cut off whilst being on hold. I called immediately back to find myself on hold for over an hour which I find inexcusable. I had to end the call as I had to return to work. This evening, I called at 5:30 and again was on hold until a man answered saying "hello". I explained the reason for my call and he replied bluntly, "we are now closed" and hung up. As I am sure you can imagine, words do not go far enough to describe my anger at such rudeness, not to mention unprofessionalism. Due to this, this letter is also being sent to your head office and complaints department.

The purpose of all my unresolved call was to simply cancel my coverplan agreement which was renewed without prior written notification and sent to my address of almost four years ago. I have stopped using the laptop some time ago and do not require the coverplan agreement and therefore wished to request a refund (which the woman I spoke to on the original phone conversation informed me would happen when I called back).

I await your urgent reply as I am currently far from being a satisfied customer.
Edward Osborne ... 6 January 2004