| Mr
Good is not telling the full story here. I am an employee of Dixons.
Not this branch, but I know all the people mentioned in this letter on
a personal level and this is an incomplete story. I agree Dixons Group
need to sort themselves out. However I have read all the administrative
work that came with this case. You will find that Mr Good made a few racial
comments, and was treated unreasonably, however, acted disproportionately
unreasonably towards the staff of the store. Please do not sympathise
with this man.
Mihir Asser ... 7 April 2004
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I work as an IT consultant for PC World
Business headquarters in Manchester, I have worked for
many companies in similar positions and can confidently say that the way
people are treated by Dixons in no way reflects how our Coroprate clients
are treated and that I find it insulting for a few angry ignorant people
to tar all DSG employees the same. James ... 30 April 2004
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I am absolutely shocked by the treatment you
received. Personally, as a salesman I always offer 100% and
I offer the same customer service when selling a toaster as I do a large
purchase. I work for the rival company to Dixons and would never dream
of being employed by the DSG Group.
I find it frankly disgusting that you were treated like this as salesman
are in many ways untrusted as it is and people like Naren tag us with
this reputation and unfortunately the whole of the electrical retail sector
are being effected by these people who have no care for their companies
and are totally money orientated.
I apologise on behalf of the electrical retail industry and I hope you
purchase the camcorder at my company and experience the kind of company
that I enjoy working for that much I travel 130 miles round trip per day.
Johnnie McDougall... 17 July 2002
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I think that this is absolutey DISGUSTING.
This makes me wonder how Dixons get any customers at all.
Ashley Hutchinson... 14 October 2002
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Yesterday I purchased a HI-FI from Dixons
XL in Cardiff. The box was obviously too big to carry
straight out the store to the carpark so I asked the sales assistant if
I could park my car out back behind the store. He said, "yes and
there will be someone waiting for you". I parked up in front of a
Dixons Van and two other cars (belonging to Dixons staff and in permitted
parking space, I later was told) I went into this little reception and
rang the bell at least 5 times before anyone came out to assist. I handed
over my receipt and waited a couple more minutes.
Whilst checking on my car, I noticed two thug-like characters running
towards it and at first it looked like they were trying to break-in. They
CLAMPED it right before me and slapped a £95 fine sticker on it
then speeded off. I was there an hour listening to this war the store
has with this clamping firm - and which gives the impression of being
a "scam" for any unsuspecting customers. I called the police
to check whether this was legit but they didn't want to know.
I saw two managers before I was given £50 towards the fine. My car
was about to be towed off so I had to pay the rest. I will not let this
be resolved until I get the remaining £45 from Dixons for the stress
and incovenience of what was to be a quiet afternoon out. They shouldn't
sell anything that can't be carried if there is no parking space. They
should at least warn customers collecting goods out back, and put some
decent signs up and road markings warning that no customers can park there.
Apparently, you have to park in the middle of the road. I told the manager
I won't be shopping there again and will go public with this. Mark
Thomas...11 May 2003
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My comment is on the DSG group in general:-
1/ They have some wonderfully helpful staff, 2 0f my family are employed
by them. They obviously have some complete head-bangers. The trouble is,
all are then tarred by the same brush- simply because the Head Office
Customer Services offer a very pleasant I will see to it personally, and
get back to you, then obviously throw the note into the trash-can.
I have been trying for three days to send an email to their customer-services@dixons.co.uk
advertised on their web-site. NOT A CHANCE IN HEAVEN. Rejected by Postmaster:-
Not listed: Customer(anything]servicesixons.co.uk.
In closing, here is an offer you cannot refuse:-
Prize waiting for the first person to be refused AN EXTENDED WARRANTY
at Dixons Group!. This is where ALL the Sales Staff fight to help! My
complaint on Misleading Pricing is still being transmited round the globe,
without a home. Malc Thomas... 11 May 2003
============================================
As an employee of Dixons xL in Cardiff,
I've a few comments to make regarding all the
above comments. Some I agree with, some I must argue. ...CLICK
HERE to read
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I went into Dixons (Oxford Street) yesterday
to pick up a refill for my ink cartridge for my printer and some photo
paper. And first of all there was hardly any photo paper
or ink cartriges. When I did approach a sales assistant to help me, the
three that where standing around talking, all turned around and walked
away, I had to call out loudly in the middle of the store and ask for
there help. The person who did help was no help, walked me to the back
of the store had a quick look and said that was all he had, and walked
away before I could ask for further assistance. I then went and asked
the same gentleman if he could check which dixons did have the paper and
cartridge in store that I was looking for, he went to the desk, looked
at me and said none of them had any. HE NEVER EVEN CHECKED. WELL I AM
FINISHED SHOPPING AT DIXONS, THEY HAVE NO CUSTOMER SERVICE TO SPEAK OF
AND NO ONE IN THERE STORES IS THERE TO DO ANY WORK, EVERY TIMEI HAVE BEEN
THERE, ITS AS IF THEY ARE JUST THERE TO SOCIALISE AND THEY GET REALLY
MEAN WHEN YOU INTERUPT THERE SILLY CONVERSATIONS. BUY DIXONS, HELLO PC
WORLD FROM ME.... Michelle Harris ...10 June 2003
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I have a complaint regarding Dixons. I
purchased a Packard Bell laptop in October 2001, with a Coverplan agreement
(which may or may not have been necessary, depending which newspaper article
you read) for several hundred pounds.
Peace of mind? Not exactly. Since then my laptop has spent several months
being "repaired", with the latest problems beginning around
February. I attend university in Stirling and needed my laptop for a variety
of assignments. I started getting problems with the mouse, keyboard and
sound, so I sent the laptop in for repair.
It came back and the sound still did not work. I needed to use the computer
for a short time, then sent it back for further repairs. It came back
to me in April with a new hard-disk installed, but they had not bothered
to inform me that I needed to use recovery disks to get the system up
and running. I was able to use limited text-writing functions at an important
time of year for me, university-wise.
I then returned home immediately after our term finished. When I arrived
home in Shetland I telephoned a hotline to find out, but no mention was
again made of recovery disks (which, incidentally, I was never provided
with). I was informed that I would need to send my laptop for further
repairs.
When my brother-in-law had to travel South from the isles, he kindly agreed
to take the laptop to the Aberdeen branch of Dixons for repair, just over
a week ago. I received a call yesterday informing me that the laptop was
ready for collection, but it turned out that all that was needed was a
recovery disk, which, had I been informed correctly by the hotline, could
have been posted to me.
Now Dixons are refusing to pay the cost of shipping the laptop back to
me. It may be a relatively small cost, but given the farcical handling
of the situation, as a matter of principle I do not see why I should pay
one single penny.
1) the laptop should have been fixed the first time.
2) i should have been informed and provided with recovery disks the second
time.
3) i should have been informed on the phone that was all that was needed.
Now Dixons are telling me that I either stump up the shipping costs or
collect the laptop myself (i.e. wait until September when I return to
university or pay £100+ to travel to Aberdeen).
Neil Riddell.. 14 June 2003
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I have revceived terrible service from Dixons.
Basically, I ordered a dishwasher (which cost over £600)
and it wasn't delivered on the day arranged. It took three attempts with
visits to the store and numerous conversations with the store manager
before it was delivered. The store manager even suggested that maybe I
had "forgotten" what was originally agreed, despite it being
in black and white on the receipt. I have since learnt from a friend who
has met with the senior executives of DSG, that their attitude is "Well,
if we lose one customer, there will be another through the door to replace
them." Good customer service MUST come from the top execs down in
order for anything to be acheived. Paul Bergman .. 17 June 2003
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On the 13th June I bought a Toshiba 43"
TV at your Currys Basingstoke store. I paid £918.99,
10% cheaper as I bought one that I was told had been used in the store
for 3 months. As per your leaflet "We deliver everyday - you choose
etc" I did and chose Saturday, but was told they could not possibly
deliver till Tuesday, there is the first incorrect fact.... click
to read more Ms J A Tite... 24 June 2003
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Dear Sir. Really disapointed in the service
from Dixons as it's been two weeks since i placed my order
and i am still waiting. What is going on, if it carries on like this i
want to withdraw my order and u can refund my money so i can go buy somewhere
else. Shaun Weidemann ... 30 June 2003
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Dear Consumers/Shoppers, I went into two
Dixon stores and priced up a Pocket PC Packard Bell 2030,
the quoted me £249 inc, i then went on there web, the price there
was £199, so i rang them they said because it is on the web thay
can not offer me that price. I then went to PC World web, they also priced
at £199, i rang and picked one up in Manchester for £199....Dixon
staff need training on how to make a sale and not worry too much on the
margin, anyway there loss.. Manny Maisuria ...1 July 2003
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I wish to complain about the service I received
at the St Leonards Hastings branch, I went in and asked
about a cooker I wished to buy and was told by a most unhelpful assistant
that it was out of stock and that the warehouse hadn't any in stock and
never knew when they would get them.I went to the branch at Tunbridge
Wells which is 30 miles away and was able to order the cooker from them
they ckecked the warehouse and they were in stock.I an very anoyed as
the store at St Leonards had £40 off and if the assistant had taken
the order I would have saved £40 plus the petrol and the inconvenience
of going to Tunbridge Wells.I hope you will look into this complaint as
we have purchased lots of items from you including a washing machine and
a freezer this year. Doreen Broom ... 11 July 2003
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After reading the ordeal that ben good has
been through i would like to make some, points, first
of all i do work for this company in fact i have been a salesperson for
nearly 10 years, if the events as written are 100% accurate then of course
i have nothing but sympathy for the appalling treatment received. however
i may be able to explain what at first apears to be a lunatic salesman.
There maybe a few reasons why this happened, naren may have been having
a bad day, this is no excuse and i never let this affect my performance
or behaviour, secondly one key thing from the letter was the phrase (
time waster ) in my experience...and it has become considerably worse
in recent years there are customers that are there too waste your time,
i experience this many times and its not pleasant and it can sometimes
get to the point that you do not wish to continue.
Time wasters are people that come into a dixons or currys store and look
at the goods gleam all of the information from a knowledgeable salesman
maybe take up 15-30 minutes and then do not buy anything, of course i
am not saying that they have to buy but its possible to check by computer
days later and they have not bought it a day or 2 later after going home
to ( think about it )so either they have decided not to buy this product
ever..or after gleaming lots of information and handling the item they
have bought the item somewhere else, it is mighty frustrating on many
occasions to demo something and then have the customer say can you write
the price down....and they then trundle off after gleaming all the info
they need to see if they can get the item cheaper somewhere else...of
course ignoring the companies price match policy, more frustrating still
is the customer that will arrive in the store with pages of discount camera
prices from the internet companies then handle and gleam info from the
salesperson then tell you that they are going to buy off the net as its
cheaper, frustrations boil up due to the fact that there
are other customers that genuinley want to buy something and you are there
with a time waster.
Another key phrase from bens letter was that he was ( planning a purchase
) ....when that day that week...he had been in the store in the morning
then arrived in the afternoon, why not wait to see the previous salesman
????. he was so helpful, was ben going to purchase that day or visit several
times gleaming all of the knowledge from the sales people before going
somewhere else to buy, to end this either naren is a complete moron or
he picked up on the fact that ben was a time waster Mick....23
August 2003
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I must say that no matter where you go to
buy whatever you will always experience either good or bad service
now i am a Dixons employee and also know of instances when people have
recieved bad service but what must be remembered is that a big majority
get the exect service they require but we are only human and everyone
has a bad day which isnt intended as an excuse but let he without sin
throw the first stone and one empolyee having a bad day isnt a fair reflection
to all the staff who put in the time and effort in training etc to be
tarred under the same brush just remember people dont report on the good
service they recieve only the bad i work in a branch at Birmingham and
experience very very few complaints
Mr B Barnes ... 2 September 2003
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A view from a Store: There are plenty of
websites that point out the failings of DSG stores, quite rightfully.
Give the stores a chance to change and improve. To suggest that
DSG is ripping people off and is actively attempting to give bad service
is crazy. Like all major retailers we have problems, but sometimes
they are blown out of all proportions by customers with unrealistic expectations
and then when they complain, they paint an extremely one sided view.
For instance I am a Dixons manager and earlier this week I had a customer
come to me wanting to exchange a laptop he had bought 11 months ago. His
reason was not that the machine was faulty, but that a newer smaller model
was now available and it would be easier for him to carry around. He actually
believed that his rights entitled him to bring it back after 11 months
and simply exchange it. I asked him if he would do the same with a car
he purchased 11 months ago and now had seen a much newer model. His answer
was "of course not, dont be stupid". He left the store claiming
he would right to anybody who would listen and would phone watchdog. Please
read these cases, remember they are from one persons point of view and
if the service is found wanting, then let us work to fix it. Sean
Innes ... 7 October 2003
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As an employee of Dixons (salesman), I feel
that I must reply to some of your comments and views on Dixons. First
of all, I am extremely surprised at the kind of serivce that Ben
Good received! No customer should be treated like this and I
can only offer my apologies, on behalf of Dixons! Although, as some other
people have said, salesmen are humans and do get bad days, but this shouldn't
have been taken out on you.
Secondly, in reply to Manny Maisuria, the Dixon website
offers a few prices which are cheaper, as you will find with a lot of
websites. This is because it is cheaper to employ a computer to do the
work, rather than employing a real person. Of course, you do not get the
real customer service, on the internet, that you would get with a real
person in a store. Prices are constantly changing, and the salesmen of
Dixons have absolutely no control over it. PC World is in the same group
as Dixons, and so we are not in competiton with each other.
In reply to Doreen Broom, different stores in different
parts of the country use different warehouses. So it was fair for the
salesman at St Lenords Hastings to say that it was out of stock and it
was not possible to say when they would be in stock again. Tunbridge Wells
most probably use a different warehouse.
Not all of Dixons' work is bad. I had some extremely pleasant customer
the other day and they were only too pleased to comment on how good the
service was!
Anon .... 12 October 2003
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I stumbled to this site by accident, and
while I have nothing constructive to add - I would like Michelle Harris
to know that Dixons and PC World are the same company :) ... Mike
Broadhead ... 9 December 2003
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