A little New Year treat I bought from B&Q was a Kärcher Window Vac – a great product that makes that tedious chore of cleaning your windows much quicker and easier. For those who don’t speak German, the company name is pronounced more like Kair-cher, not Kar-cher.
Choosing the Model
There was a choice of 2 models: the basic one at £54 and a version with additional accessories costing £65. Feeling that all I really wanted was the cleaning unit itself and would be unlikely to use the accessories, I picked up the basic model.
It Was Faulty
One thing I did notice when I picked it up off the shelf was that the box had clearly been opened and rather clumsily resealed. This can often just mean that a customer got an unwanted present, particularly at this time of year. As it was the last basic model on the shelf, I was happy to buy it.
When I got it home it became clear there had been a reason for the previous customer returning it: the battery would not charge. So, I returned it to the store.
There have been times when I have returned faulty goods to retailers and have had a battle to get the item replaced / repaired / refunded as required by Consumer Rights Act.
I have a long memory when it comes to poor customer service. In fact I still avoid buying products from Currys, because a manager of a Dixons store – part of the same group – refused to refund/replace a faulty answerphone 20 years ago.
In my view a firm that evades its responsibility to rectify the situation when goods are faulty does not deserve any more of my money.
Excellent Customer Service
The excellent customer service I received from B&Q’s staff made a refreshing change from experiences with other retailers.
The staff checked the shelves and the storeroom but could not find a replacement to exchange for the one I was returning. I asked them to check whether another store a few miles away might have one, as I would be passing that way the next day.
On checking this, they discovered the basic model had been discontinued. So, they replaced it with the more expensive version – the one with the accessories – but at no extra cost.
B&Q staff are to be commended for their help with replacing the Window Vac.