to expect my money back?

[queenofthecapitalwasteland]

A few weeks ago OH's PS3 packed up and as it's out of warranty I took it to a local branch of (well known brand) electrical repair shops. I was told it was probably laser and if so it would cost £100, to which I asked if they would call when they knew what it was and before they fixed it.

A week later I called in to find out what was going on to be told they'd replaced the laser but I couldn't have it back as they'd taken it to another branch by accident. When I picked it up I complained that no-one had called to tell me what was wrong, they'd just gone ahead and fixed it. I was charged £100 for the replacement laser.

Two days later it packed in again and with the same fault so back to the store it went. Two days later my OH rang to see if they'd found anything out to get attitude from the guy on the phone who told us that 'He'd call us when it was done' We picked it upa few days later and the very same day it stopped working.

We called the store to be given more attitude from the same guy who claims it now must be a fault only sony could fix, we told him that it was a laser problem (I know nothing about eletronics) and there was no way we're getting our money back because they have replaced the laser.

AIBU to expect a refund? Or at least a civil conversation?

[LoveBeing34]

I don' think yanu they said they'd fixed it and clearly haven't. I understand what they are saying, they've changed the laser and therefore the cost is £100.

Have you spoken to the manager?

[Tortington]

i would ask them for a copy of their official complaints policy. ask directly for the name of the guy giving you attitude and name him.
eriously in this climate where jobs are scarce, one would think that in a customer facing role, one would be good with customer service at least to keep your job - if not becuase its something that is a basic requirement of the fucking job.

the stores reputation ddepends on staff.

[queenofthecapitalwasteland]

As far I have been able to figure out, the guy with the attitude is the manager!
There is a woman there who does some repairs, she has been civil and reasonable with me, I'm going to try to talk to her today.

[Claire2301]

I would then call and ask for the name of the regional manager and contact him directly.

[hairytriangle]

threaten Trading standards. Yanbu!

[diamondsandtiaras]

definitely contact their head office (if they have one) They obviously mis-diagnosed th eproblem in the first place or didn't repair it properly. Which ever it was you have been left with a product that still doesn't work and are out of pocket. Definitely one for trading standards if you don't get anywhere.

[GeekOfTheWeek]

Agree with everyone else.

Contact head office, official complaint and then trading standards.