Runaround over my refund PlayStation voucher after Christmas, where do you turn?
When the computer says no to a new PlayStation voucher after Christmas, where do you turn?
Q
I ORDERED a PlayStation Plus voucher on November 14 as part of my son’s Christmas present.
On opening the voucher on Christmas Day it said the code had already been used. I phoned Argos on Boxing Day who advised that they couldn’t help as we are in lockdown and that I should contact Sony directly for advice. After a week, Sony came back to say that the voucher had already been used on November 7 (the week before I bought it) therefore I should contact Argos again. As I bought it on the 14th it clearly was not me who used it. Argos won’t give me a refund over the phone and want me to go to an Argos in a Sainsbury’s. The nearest one would be Braehead or Drumchapel but they are both outwith my council area therefore I can’t go because of lockdown. Argos haven’t said I will definitely get a refund even if I go to the shop. No one seems bothered that the voucher had already been used. Meanwhile, my son can’t enjoy his Christmas present. Paula Millen
A
LET’S start with the good news on this one. After I contacted Argos they did speak to Paula, who wrote to me again and said: “Thank you so much for helping me get my money back from Argos.
“I got a phone all from head office and within a couple of days I had my money. I couldn’t believe it. I’m so grateful to you and your team.”
Argos confirmed this and a spokesperson told me: “We have apologised to Ms Millen for her experience and provided a full refund.
“We have also arranged a voucher as a gesture of goodwill and hope Ms Millen will shop with us again soon.”
This was a frustrating story for a number of reasons. First of all, Paula should never have been told that she had to deal with Sony herself. She bought the voucher from Argos and therefore her contract was with Argos.
If the contract couldn’t be fulfilled because the voucher wasn’t working then Argos had a responsibility to sort the issue rather than palming it off to Sony.
And that’s worth remembering as a general tip – if you buy something from a shop then you should take it back to the shop you bought it from if there is a problem.
That’s usually easier than dealing with the manufacturer, even if the retailer tries to tell you otherwise.
Unless I’m missing something
really simple it looks as though the voucher was not working properly when Paula’s son tried to use the code.
In that case she should have been offered a new voucher or a refund over the phone on Boxing Day.
Given the restrictions that are in place it’s ludicrous for someone to suggest that one of their customers should have to break the law in order to get their money back.
Companies should be doing all they can at the moment to make sure that customers are protected as much as possible, and that their consumer rights are respected.
Most are, but from time to time
I’m still hearing of cases like this where a bit more flexibility on the part of the person that Paula spoke to could have solved this issue before it became a problem.
And in saying that I’m not necessarily blaming the person that Paula spoke to on the phone.
Too often call centre staff are far too restricted in the way they are able to deal with enquiries from customers.
We all laughed when we saw the comedy sketch with “computer says no” in it but far too many companies still use rejection by computer as a valid means of telling customers that they can’t be helped. This approach is bad enough in normal times but right now when everyone is stressed by so many difficult issues it’s 10 times worse.
The main reason that so many call centre staff are restricted in what they can say to customers is because they’re not given the training necessary to allow them to say any more.
Customers would be much better served if companies spent a bit of time training their staff to do their jobs more efficiently.
The staff themselves would be happier as well because they wouldn’t be having to deal with so many irate customers.