I purchased the Samsung HMX-F80BP for £145 and chose John Lewis over PC World,Marks & Spencers and other top brands for what I thought would be great customer service. Oh stores offered the camcorder for £147-50 but with a memory card included as part of the deal. I was confused by the type of memory needed as it said 'Internal memory- NO, Flash Memory- NO. It states it takes: SD/SDHC/SDXC, but no description if this is included, and the optional extras to add are a bag and a tripod.
I was confused so I phoned John Lewis and spoke with a man called Sean, and asked if the camera is ready to use out of the box, or do I need to purchase a SD/SDHC or SDXC card. Sean the customer service man replied saying "There is no option to add a memory card, so it comes ready to use"
So beleving that Sean the John Lewis customer service man was correct, I went ahead and purchased the camcorder. It arrived on time and when I opened and plugged it in to charge, a message came up...."Insert Card"
So I now have a camcorder which is unusable. I rang up customer service (Same number as yesterday) and spoke with a lady called Mary. She was very helpful and said "We are terribly sorry about that, what card was it you wanted" I just chose an 8GB sandisk memory card and she said we will give you 75% off the price. This made the card £2.99 which I was more than happy to pay. The lady gave me a call reference, to quote when I call back to get the discount.
I went online and choose my card and pressed redial on the phone which took me through to the rudest, non helpful customer service member. He argued that I had not phoned them and why would you have a call reference. I explained what had happened and he went on to tell me that I had called a store instead of head office. The number I called from the website:
Tel: 08456 049 049
He told me that I would not be able to get a discount or any form of reduction and he would rather give me a refund and I go and purchase the camera with a card from PC World.
I thought a company like John Lewis would want to keep their customers happy and offer to help the problem caused by their customer service teams. I will never be using John Lewis again.
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