FROM: Ben Good
RE: Dixons Brent Cross
4 July 2002
I have a complaint about Dixons to submit to your site. Please note
that I am happy (in reality desperate) for you to send this to Dixons!
I was in Dixons Brent Cross store looking at high end Camcorders and
was planning a purchase. I left the store and the helpful salesman
made me feel sure that I wanted to buy a camcorder later that day.
I returned after lunch and spoke to a different salesman.
Naren the salesman was immediately off-hand and rude towards me. He
relied to my request to view a certain model camcorder as "probably
not" (meaning not on display) when it was right there behind
him. I was looking at the camcorder when for no reason he lept into
a barrage of abuse "you are a complete time waster, you are confused
and have no idea what you are even looking for".
I was so angry I nearly threw the camera at him. Firstly, I have a
degree in electronics and secondly he had never met me in his life
so everything he said was complete assumption and fantasy. I was not
even a difficult customer but a quiet and friendly guy who only asked
one thing - to view a camera on display! He even began to test me
on the various features of the camera. I happen to know them all but
was so furious I asked for the manager.
I was ignored and finally asked 3 salesman who were having a private
chat, if I could speak to the manger. The manager Sanjay was very
young and off hand. He was not attempting to apologise but immediately
said to me that "nothing could be proved". He treated me
with distain and yet I was a customer about to pay over a thousand
A long row began and I asked for an appology from the salesman.
The salesman then swore at me and walked off. I then asked for the
store manger as this man was only the duty manager. A big framed photo
displays the manager right at the enterance. To cut a long story short,
the store manger Nick Smith was not in and I telephoned him at the
store the following day.
Not once did he offer any kind of 'sorry' and told me that he would
need to speak to the salesman on duty. His tone was arrogant and he
seemed bored and care free and only made matters worse. Clearly the
days when the 'customer is always right' are long gone. I then spent
ages phoning customer services and was asked a barrage of question
so they can 'place the call' with an 'agent'. I have never once been
called back and the emails to customer services are all ignored. The
I have sent an email to Mr Good requesting his address details
for forwarding on to Dixons with details of this posting
5 July 2002
Update on 15 July 2002
A right of reply email has been sent to Dixons.
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