To think that this is not good customer service from TTS?

[theresnoonequitelikegrandma]

I teach in a Special School for children with Social, Emotional, Mental Health and behavioural issues and when I started at the school in January, I invested a large part of my class budget (over £400) in a listening station with 6 wireless headphones - Easi Ears - from TTS.

We had only used it two or three times (and the children loved it!) when one of my more challenging children lashed out unexpectedly during a meltdown and broke the docking unit. Our ICT team contacted TTS to ask if they provided spare parts and the answer was NO. Apparently the manufacturers only provide the entire unit and they will not give us details of the manufacturer so that we could contact them directly.

Without this, the entire system cannot be used, despite the headphones and remote unit still being in perfect condition. I posted a review on TTS's Facebook page but, although I had an immediate response asking for a private message to which I responded and got a very friendly and hopeful message in return, I heard nothing more for several weeks and when I messaged again today I got a message saying that they can't be expected to carry spare parts and replace items that have been broken by children so they cannot help us.

Am I being unreasonable to hope for a better outcome than this? I have searched online for anyone selling this item but we really can't afford to invest another £400+ (although we already earmarked a more secure place to store it just in case it could be rescued!)

I think YABU. They don't sell spare parts.

I know they don't but I was kind of hoping that they would let me contact the manufacturer directly and that they just might? Just seems like a lot of money down the drain.

Ah well....

That is why you are unreasonable. You want them to make an exception for you.

Does none of the information you have on it state the manufacturer?

No. It's all branded TTS, which is why we originally thought they were the manufacturer as well as the supplier. From reviews on their FB page, it looks like I'm not the only disgruntled customer, so who knows, maybe things might change in the future.

You have nothing to be disgruntled about, though. This isn't poor customer service.

If it is their product and they are the supplier then surely you have the answer and it one of those things then unfortunately.

You are maybe BU - they're not in the wrong - but under the circumstances it's definitely worth trying for a solution and understandable to be disappointed if it doesn't work. I hope you do get a fix.

A bit late now, but would you be able to get insurance if you do buy another similar unit?

I get this at work too...a lot!!!

The manufacturer is probably in China somewhere and won't care....there's no money to make in 'spare parts'

Maybe the child's parents could pay towards a replacement?
Or claim in insurance?

I wouldn't buy from them again this should not be a surprise that something used in a special school or indeed and school may get broken

If they don’t do spare parts then they can’t really help. It’s a shame but that’s life.

Can’t you claim on the schools insurance?

Can you claim on the schools insurance? I work in a school and we have a special insurance policy for items like this.

You wouldn't buy again from a store that didn't carry spare parts and wouldn't give a free replacement for an item broke by the customer

I tore my tshirt on a nail yesterday, must remember to boycott the shop ... not.

They are under no obligation to repair or disclose their manufacturing plant. The item isn't faulty, it was broken by the customer during use.

Buying an expensive piece of kit in any school is a risk. You either ensure there is adequate insurance in place or ask the parents of the child damaging the item to contribute.

I think YABU. The tone of your OP suggests that you want them to replace it for free as well! They haven’t really done anything wrong have they? It’s not a manufacturing defect, but purposeful damage which could have been prevented on your behalf. I’m not sure what you want them to do if they don’t actually sell the part separately or carry replacement units. Can you not search online or use a 3rd party part?

Also £400 for 6 wireless headphones is cheap imo. One higher end set could cost £300. So I think it’s a reasonable price really.

It’s like getting annoyed with a company because your dog chewed up your item. Yes it’s annoying and a waste of money on your behalf, but it truly isn’t the company’s issue - the item isn’t designed to withstand that sort of damage so it isn’t a manufacturing problem.

Also if this is the product:

www.tts-group.co.uk/easi-ears-digital-audio-story-headphones/1002781.html?cgid=Primary%3AComputing_%26_ICT%3AHeadphones

Then I’m not surprised that they don’t have a replacement- it’s the actual item/unit that is damaged rather than a ‘part’. It’s the main event rather than a secondary peripheral!

Surely the school insurance covers it ?

YABU

The issue here is you researched and selected poorly.
Given who it was being used by the likelihood of needing replacement parts etc. was going to be high so this should have factored into the decision making and selection process.

The error is yours not the manufacturers

I'm not sure I ever said I was expecting them to replace it for free? We were expecting to pay for a replacement part, if such a thing existed but we just didn't want to pay for an entire new unit as that would still leave us with a totally undamaged but useless set of headphones and remote unit because we would have no way of using them without the docking station.

Thank you for the replies - looks like I was being unreasonable (kind of thought I might be, but was just disappointed and hoping for a solution.)

Considering who the product is being marketed at, I think I would expect them to sell a replacement unit without the headphones as they sell replacement leads etc. However, seeing as it is the main part of the product, it probably wouldn't be much cheaper if the did.