Ok, we have had lots of complaints, queries and grumbles about faulty items this month and about our policy and procedure in these cases.
Firstly, when you order from us, our terms state that you must report any shortages or damage within 7 days of receiving your parcel. That means, do not telephone in May about an item that we sent you last October. Our terms also state that if an item that is being delivered by courier is showing obvious signs of transit damage then you can refuse to accept delivery on those grounds. This means that the item will make its way back to us, without any cost to you.
When you report that an item you have received is damaged, we will usually request you to take photographs and email or MMS them to us. So why do we do this? Well, firstly we need to ‘see’ the damage for ourselves. Sometimes we will be able to send you a replacement component in the post, rather than having to collect and resend bulky items via courier services. This in turn keeps our costs down which ultimately keeps the cost of the goods you buy down.
Secondly, the photographs will help us gauge whether we need to claim on the carrier for transit damage, or proceed with a warranty claim via the manufacturer. Sometimes, we can clearly see that we need to bring the item back and replace it completely for you, if the damage is so great.
Sending photographs is cheaper, quicker and allows us to resolve your problems in the shortest possible time, with hopefully the least inconvenience to you. If you buy something from M&S that proves to be faulty, you have to drive or take the bus back to the store, perhaps pay to park and spend time in a customer service queue. They will not refund or compensate without having the original faulty item back. Which is easiest?
Ultimately, if we just brought back every item, or sent out replacements for everything that was reported damaged but customers refused to supply photographs, then our prices would go up across the board.
We are a small team here, working to get lots of orders out as quickly as possible in order to keep you, our customers, happy and (more importantly) working! So please, if we ask you to take a photo, don’t get snappy – just get snapping! Thank you!