Last month, I bought a brand new leading brand microwave oven then I noticed the roller ring of the glass tray was missing a tiny plastic wheel. This makes it really hard to the roller ring goes around as it keeps coming off and dragging. I returned it to the giant electrical retailer, where I had purchased it, and was told I had to deal with the manufacturer directly.
I rang the number provided, only to get bounced from one department to another. After several repeated calls, I eventually got through and was told that they were sending a technician out. Although I live in really urbanised area but it took another week for the technician to arrive. His diagnosis: 'It's missing a wheel.' He told me he would have to order a roller ring. Another week and the roller ring finally arrived on the day before yesterday.
In fact, we don't have to deal with the maker direct. The Consumer Guarantees Act and The Sales of Goods Act both say the retailer must sort it out and we shouldn't have to arrange for it to be put right by ourselves. Hence I believe, with this complete lack of customer service like that, this major retailer will follow the other lemmings over the cliff if that's what they really would pursue.
