Top critical review
15 people found this helpful
Beware! This will unleash chaos when it breaks down. DO NOT PURCHASE!
on 11 December 2012
This review was started on 11/12/12. A new section was added 05/01/13 as the problem continues. And another section added on 19/01/2013 as the worst customer service in the world continues to haunt us. Yet another on 21/01/13
No doubt more will need to be added as the incompetence of Reliant continues. A new section added on 14/01/2012
We were happy when this was first received and gave a rating of 5 stars. Now we would give less than zero.
The dvd players developed a fault and would only play some dvds.
We contacted Reliant, the supplier, to be told that under the terms of the guarantee the dvd player could only be repaired and not replaced.
This seems to be a contravention of the Sales of Goods Act.
After some days of 'discussion' by email we were told that Reliant would send us packing materials so that the dvd unit could be returned for repair.
Christmas is approaching so we were forced to accept this as a temporary measure, though we intend to take action to obtain a proper repalcement.
On the same day, the very same morning, a man called to collect the dvd player. Of course it was not ready as we were expecting the delivery of packing materials. He left.
Ten minutes later, Samsung 'phoned out of the blue to say that they will arrange to collect the unit tomorrow. They hope that we can find a suitable box and they will provide labels.
Now we have packing materials apparently coming from Reliant,a collection by Samsung and a potentially repaired machine.
I hope Amazon allows me to continue this exciting tale of chaos and confusion.
But if you don't want a similiar adventure the solution is to avoid purchasing from Reliant. The name Reliant, in this case, is very misleading!
IT IS NOW A MONTH LATER. Reliant(?) would not replace the machine. It was taken away for repair. Two weeks later it was reurned and was still faulty.
Clearly it is not fit for purpose but all Reliant(?) want to do now is 'uplift' it. We assume this means, take it way yet again. In a previous mail Reliant(?) told us that if the machine could not be repaired it would be replaced. This sentiment now seems to be forgotten or ignored.
This report will be continued as even more incompetence on the part of Reliant(?) is revealed by future events
By this stage of the stage (14/01/2013) things have moved on. Reliant(?) carried out the new uplift and the unit was taken away again, BUT I arranged for the driver to see the unit failing to work before it was packed and removed. This resulted in an immediate offer of a replacement. Oh! It would have been so easy if the fault had been recognised in the first place and a replacement given to us then. Hopefully this saga is now at an end. Hopefully the replacement works!
I thank the staff at Reliant for their help in this. I cannot however thank the management who even decided not to discuss the problem on the 'phone with so that the whole situation had to be dealt with by a long series of emails using Amazon.
Surprise surprise! No replacement has ben received. Nothing has happened. More emails go back and forth!
Now Reliant(?) claim that they cannot obtain a replacement to send to me. Odd, as Amazon now has 9 in stock and other firms seem to have plenty. A manager (the same one who can't use a telephone?) is investigating this and I am supposed to be contacted on Monday 21/01/2013. I do not raise many hopes of this.
Amazon have mailed the firm as well asking what is going on.
As anyone would be after 6 weeks of inaction and incompetence in behalf of this firm I am now heartly tired of the whole shoddy affair and if I never see a Samsung cinema system again it will be far to soon.
I have a feeling that I won't ever see one, judging by the farce this has become.
Certainly I will never purchas Samsung products again or use an Amazom associated firm. If Amazon do not have the product I want in stock then its off to the good old fashioned shops for me
21/01/13 I was right. There was no contact from Reliant(?) until i rang them and then an member of staff 'phoned me. No management seems capable of reslving this simple problem. I have given them 24 hours to send me a refund. Then after 6 weeks of nonsense i will begin legal action.