Re: stuff-uk.net - - Horrible service, AVOID THEM!!

as@xxxxxxxxxxxx wrote: 
We always ask customers to check with the manufacturer prior to issuing
returns, unless it is something our own technical people can easily
deal with. We find that in the majority of cases it is user error and
the problem can be easily resolved, saving both us and the customer a
lot of time and money. In this case the problem could be one of many,

Exactly how can this be "user error"? Mice should just work when plugged into a Windows box and only need the manufacturers drivers to use "enhanced features". If the OP has tried it on 2 PCs and with several different drivers then he has done all - more - than can reasonably be expected of him.

As I'm sure you are aware, in the case of retail purchases at least, the contract is between the vendor and the customer, not the manufacturer and the customer so it is up to the vendor to deal with any problems that the customer has. If you bought a DVD player from Currys, for example, and found one of the SCART sockets didn't work would you honestly tolerate Currys telling you to contact the manufacturer? Or a Ford dealer telling you to contact Ford if you had a problem with a new car? No, neither would I.

You have done your company a lot of harm by posting this. I understand you defending your position, but the statement "We always ask customers to check with the manufacturer prior to issuing returns, unless it is something our own technical people can easily deal with." is telling everyone that if they buy from you and have a problem that you aren't interested in sorting it out and also it implies that your tech people can't even deal with a mouse problem!!

If and when you get this mouse back and it doesn't work on one of your PCs you're going to feel a bit silly. For the sake of a ten quid mouse you are willing to damage your company's reputation. Irrespective of the legal rights and wrongs of the matter you could have got some good PR by just swapping the thing out, or giving a refund. Who knows, had you have done so, the OP may well have posted here praising you.

although I very much doubt many mice manufacturers actually produce
products that are not fit for purpose.


Not intentionally but every now and then a faulty item escapes from the factory.

Regards,

Parish
.

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