CUSTOMER SERVICE SCAM at LECLERC
Solved/Closed
reuben
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00lina00 Posted messages 15290 Registration date Status Moderator Last intervention -
00lina00 Posted messages 15290 Registration date Status Moderator Last intervention -
Hello,
I would like to bring to light the processes used by the after-sales service of a Leclerc center (Verdun) and the store's policy to discourage consumers who complain about the sale of defective equipment. These procedures aim to eliminate the warranty on the purchased device.
In spring 2009, I bought a Samsung DVD recorder at this Leclerc center, but from the very beginning of the device's operation, I realized that some DVDs would skip during playback, freeze, or sometimes would not play at all, remaining stuck from the moment they were inserted. I have a whole box set of "Alain Corneau" that won't play, a box set whose quality is undeniable.
I made 2 complaints for this same reason:
1/ For the first complaint, the device was returned to me after 3 weeks and the repair slip indicated "replacement of the recording unit"... even though the recorder was not the issue, which seemed unbelievable to me. But after testing it, I found that the problem had not disappeared at all: the same DVDs (new) had the same reading issues! So there was no change, no improvement.
2/ For the second complaint, the after-sales service manager asked me over the phone to bring in DVDs to check the nature of the malfunction: I was surprised and asked to meet him, but he refused. I had to reluctantly bring in 2 DVDs that had reading issues, but which played without any problem on my computer. I waited nearly 2 months for the device to be returned to me: the reading slip indicated again "replacement of the recording unit"! I had taken the precaution of having my DVDs checked to confirm they were new (in perfect condition), without scratches, but upon return, they were scratched (which I had noted and recorded on the slip).
I notice that with each interaction with the after-sales service, the registration slip for the complaint only records the first sentence of the complaint's reason, while the rest is not noted on the slip, so that this document does not prove what the reported problem was. However, during the complaint, the person at the reception of the after-sales service records my arguments on the computer and this recording is supposed to be sent to the repair center of ...., but when the copy of the registration slip is handed to me, the text has disappeared! The trick is blatant! In this way, the Leclerc Center eliminates any possibility of legal recourse at the end of the warranty period! Another observation is that the repair slip given upon return of the device (supposedly repaired) does not indicate the duration for which the device was under repair. It records the deposit date, but not the return date. Over a year, I lost 3 months of functionality.
When I asked what would happen when my warranty expires, if Leclerc continues this charade of replacing the recording unit with no real results, the after-sales employee replied, "I don't know, it's the repair service that will decide"! - "And what about my warranty, what does that mean?" I replied. - "They are the ones who decide," was the response I received...! What consumer protection service is capable of intervening against such schemes? Surely not the official agencies of the Directorate General for Competition, Consumer Affairs, and Fraud Control... who do not take action!
I would like to bring to light the processes used by the after-sales service of a Leclerc center (Verdun) and the store's policy to discourage consumers who complain about the sale of defective equipment. These procedures aim to eliminate the warranty on the purchased device.
In spring 2009, I bought a Samsung DVD recorder at this Leclerc center, but from the very beginning of the device's operation, I realized that some DVDs would skip during playback, freeze, or sometimes would not play at all, remaining stuck from the moment they were inserted. I have a whole box set of "Alain Corneau" that won't play, a box set whose quality is undeniable.
I made 2 complaints for this same reason:
1/ For the first complaint, the device was returned to me after 3 weeks and the repair slip indicated "replacement of the recording unit"... even though the recorder was not the issue, which seemed unbelievable to me. But after testing it, I found that the problem had not disappeared at all: the same DVDs (new) had the same reading issues! So there was no change, no improvement.
2/ For the second complaint, the after-sales service manager asked me over the phone to bring in DVDs to check the nature of the malfunction: I was surprised and asked to meet him, but he refused. I had to reluctantly bring in 2 DVDs that had reading issues, but which played without any problem on my computer. I waited nearly 2 months for the device to be returned to me: the reading slip indicated again "replacement of the recording unit"! I had taken the precaution of having my DVDs checked to confirm they were new (in perfect condition), without scratches, but upon return, they were scratched (which I had noted and recorded on the slip).
I notice that with each interaction with the after-sales service, the registration slip for the complaint only records the first sentence of the complaint's reason, while the rest is not noted on the slip, so that this document does not prove what the reported problem was. However, during the complaint, the person at the reception of the after-sales service records my arguments on the computer and this recording is supposed to be sent to the repair center of ...., but when the copy of the registration slip is handed to me, the text has disappeared! The trick is blatant! In this way, the Leclerc Center eliminates any possibility of legal recourse at the end of the warranty period! Another observation is that the repair slip given upon return of the device (supposedly repaired) does not indicate the duration for which the device was under repair. It records the deposit date, but not the return date. Over a year, I lost 3 months of functionality.
When I asked what would happen when my warranty expires, if Leclerc continues this charade of replacing the recording unit with no real results, the after-sales employee replied, "I don't know, it's the repair service that will decide"! - "And what about my warranty, what does that mean?" I replied. - "They are the ones who decide," was the response I received...! What consumer protection service is capable of intervening against such schemes? Surely not the official agencies of the Directorate General for Competition, Consumer Affairs, and Fraud Control... who do not take action!
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11 answers
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Hello,
I am reaching out to you because I am currently in the same situation as you regarding Leclerc's customer service and my Samsung laptop.
I would like to know what steps you plan to take and if we could possibly form a collective...
I retrieved my laptop after two months of inactivity, following a quote I refused because I can't understand how Samsung can claim that the drive sustained internal damage. I have always been unable to read or open the CD drive; in short, I am convinced it's a manufacturing defect.
Please keep me updated
As for me, Leclerc wanted to charge me 36 euros for refusing the quote...
They never called me or kept me informed about the status of my laptop at Samsung and are really showing bad faith by making me out to be the problematic customer!!!
Thank you in advance..-
I have taken note of your message and what you propose is burdensome: to create a list of affected individuals who have not received compensation. In France, collective legal action is not allowed, and large companies have an easy time. The law needs to be changed, but France and its lawmakers protect businesses!!!
Personally, I can no longer undertake legal action since I have been reimbursed, but I wanted to make it known that Leclerc acts with the intent to discourage claims (the after-sales service was useless in my case, presumably the device had defects or an incomplete update). I advise you to have legal protection or to join a consumers' association. The best thing we can do is to raise awareness of this attitude of the Leclerc Centers and to use counter-advertising. -
Do not print advertisements if the products are not ordered in the store. Indeed, on Saturday, October 2nd, following the receipt of an ad for a dryer priced at 175 euros with a 2-year warranty, I went to the Leclerc store in Mezieux in department 69.
The department manager informed me that the product featured in the flyer had not been ordered by the store and that it needed to be ordered and paid for in advance if I wanted to pick it up in the store or have it delivered to my home for an additional 40 euros payable upon receipt. My only desire was to buy this product and leave with it; if I had wanted to order it online, I would have done so with specialists in the field. You have not honored your advertising commitments and have wasted my time. I intend to make this known!!!!
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