Don't shop at Noel Leemings

Below is the text of my complaint email I sent off yesterday to Noel Leemings Head Office, and which I cc'd to Erin Brockovich. (she is currently front NL's campaign telling everyone how they are 'the real deal' and act with such wonderful 'corporate responsibility')

Full credit to Brockovich also - she actually replied - and not just a generic reply - she said she would take it up with NL. Noel Leemings have not replied.

To whom it may concern at the Noel Leemings Group NZ Ltd,

I wish to register a complaint regarding the after-sales service provided by Noel Leemings.

Around two years ago I bought a Sony Vaio lap-top computer from Noel Leemings in Wellington - and till a couple of months back - it worked fine.

However, it recently lost power and stopped working. So I took it in to your 'Technology' branch in Wellington for repair. It was outside its warranty period, so I expected a cost would be involved.

After a month or so, it was returned to me 'fixed' and I paid out around NZ$300. But, a month and a half later the same thing happened again - so I took it in, again. I was told that "If it was the same problem, it would be fixed under a three-month service warranty". I said 'great', to which your staff member replied "hehe but they normally find something else wrong and charge you for that, hehe." Naturally, to which, I raised my eyebrows. He then said - Oh only joking I'm sure they're really honest - in a slightly sarcastic tone. I dismissed this assuming he was joking.

Turns out he wasn't. I received a call yesterday telling me that it would cost an additional NZ$400 to have it repaired - as it was, you guessed it - "a different issue". I said well I'm not throwing 'good money after bad' I would sooner buy a new one. And now - just to get the thing back I have to pay what is essentially a NZ$95 ransom/service fee!

My complaint - is that I paid NZ$300 for a repair - that did not work. Now Noel Leemings want another NZ$400 to fix what is essentially the same problem - or NZ$95 just to get my unfixed computer back. Either way I am going to be at least $395 (or at worst NZ$700!) out of pocket with a computer that does not work!

For a company that has just launched a series of TV adverts endorsing their 'good corporate practices' and "doing the right thing" by customers - personally, I think this is shameful customer service.

Over the years I have spent literally thousands of dollars at Noel Leemings and Bond & Bond stores on TVs, stereos, white ware - fridges, washing machines etc, 2 computers and all sorts of other stuff. And yet when I actually tried to get some sort of reasonable standard of after sales service - I basically got shafted.

By contrast, a friend of mine had trouble with his Apple iBook - not only did the Apple outlet, Magnum-Mac, actually fix the problem, they also lent him a laptop for two weeks while his machine was being repaired. That is 'the real deal' - that is what I consider good customer service.

I intend to raise this with your store manager at Noel Leemings Technology - fully realising that it is likely to be a futile act (much like this email). But I want it known that I do not take being ripped off lightly - especially by a company that preaches that it does the right thing by customers, and is 'the real deal'.

Regards

Im waiting for them to call to say its ready for me to pick up (and pay their ransom). It will be all on like donkey kong that day.