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AIBU?

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Original poster

hanging up on the guy from AO after ordering a new washing machine from them?

32 replies

ValerianV · 04/09/2019 17:16

Minutes after I placed the order at ao.com there was a phone call from a cheeky, argumentative fucker. It all started because he called my DH's phone asking for me by the wrong name (the online order form asks for a second contact number and I gave DH's assuming they would only use that if they couldn't get me on my number) what a pallavar I had, him asking why I gave that number if I didn't want him calling me on it and me trying to explain, it went on a lot longer than was necessary and his attitude was shocking.

So we finally get to confirming the order and delivery details, then the extended warranty sales pitch starts and I told him I didn't want it. Well, it was like arguing with my stroppy teenager, I said no a few times and eventually asked him to please just accept that I don't want it and told him I would have to hang up if he didn't .....he continued to badger me about it and I hung up!

Never in my life have I ever experienced a call like that, especially when I am buying something, makes me wonder what it would be like if something went wrong and I had to return it.

I'm wondering if I need to call back, I have a confirmation email though that I got before he called so I'm assuming the order is fine and the call is purely to sell the warranty.

WIBU hanging up?

OP posts:
AloeVeraLynn · 04/09/2019 17:18

Order will be fine. I hate the sales pitch but love the delivery service so I now ignore the phone call that comes after I've ordered. Got my delivery fine both times I've done this.

5foot5 · 04/09/2019 17:27

I have bought several things from AO and actually have found their delivery service very good indeed. My most recent purchase was a washer, just over a month ago, and I too got the call that led to the extended warranty conversation. In my case it was the next day but maybe that is because I placed my order on a Sunday. I got a pleasant young woman who obviously put forward the pitch but she did take no for an answer before it got annoying.

I think don't think you were U to hang up if he was that bad.

Swellerellamoo · 04/09/2019 17:27

Ordering 4 appliances from AO and one did not work nearly 4 years ago. I was nearly taken to the brink by the aggressive and bizarre anti-customer service I experienced. I would never, ever, ever buy anything from them ever again.

rosesinmygarden · 04/09/2019 17:28

We've had this everytime we have ordered from them.

I make a point of sounding very confused and asking if there's a problem with my order. And then say no thank you to the sales pitch and put the phone down.

Swellerellamoo · 04/09/2019 17:30

Btw I bought the extended sales warranty on all 4 appliances and then recinded it following the nightmare of trying to return the one that did not work. So they lost thousands of pounds as a result. And yes hang up and don't forget your consumer rights of something does go wrong.

Original poster
ValerianV · 04/09/2019 17:38

I probably should point out that I have used them before with no issues and I've bought appliances for my parents from them too. I don't remember getting a phone call but I wouldn't remember if it was straight forward.

@Swellerellamoo I don't know that I will use them again either.

OP posts:
Swellerellamoo · 04/09/2019 17:40

Hope it all goes well for you valerian v

LucyAutumn · 04/09/2019 17:42

I hate that follow up warranty sales pitch call, it always makes me feel uncomfortable and confused.
The first time I had it, the girl who called started talking really fast and then suddenly changed her language to "so we'll be adding this to your order" and "don't worry you don't have to do anything"Shock I'm dyspraxic and have difficulty keeping up with conversations like this but luckily I cut her short by asking if I actually had a choice and then giving her a big fat NO when she told me I did. Angry

Fudgenugget · 04/09/2019 17:45

We bought a new hob and oven from them back in June. AO offer incredibly good value, and their delivery is spot on, but I think the business model is to offer big discounts then try and claw back some cash by offering these pointless extended warranties. By refusing you haven't jeopardised your order.

DontCallMeShitley · 04/09/2019 17:48

They are a pain to deal with.
Used to be a simple company to deal with, but now you have so many bits to add on to the price it is easier to get goods from Euronics who do not harass you on the phone, deliver on time and deal with problems quickly, including removing faulty items and replacing them.

AO also employ a fair amount of lazy incompetents who clearly aren't up to installing white goods.

I would never use them again, would rather wash my stuff by hand in the bath than buy a washing machine from them again, and wash up in the sink. And find an alternative for anything else they sell.

Being harangued on the phone would make me tell them to cancel the order.

Celebelly · 04/09/2019 17:49

I avoid any calls from them after placing an order now after getting drawn into a v long-winded exposition about warranties. I blocked their number. My orders have always arrived fine since so it's not mandatory to answer (although they worded it as something sneaky like 'verifying your order' or some nonsense, to make you think you had to answer).

Bamaluz · 04/09/2019 17:49

I had a call from a very polite woman who gave me free collection on my old washing machine before trying to sell me a warranty. She accepted my refusal with no arguing at all.
I was lucky by the sounds of it.

Drabarni · 04/09/2019 17:51

This reply has been deleted

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IAmALazyArse · 04/09/2019 17:54

Complain. I ordered from AO and their call centre staff was absolutely amazing. This one rightly deserves a complaint

Cwtches123 · 04/09/2019 17:55

I've bought a few things from them. When I bought my new oven I got the sales call - they offered me free removal of my old oven, I listened to the pitch and said no. Same with my dishwasher - free removal of the old one.
I have only had positive experiences using them.

Tonnerre · 04/09/2019 17:56

I like to act all confused when I get the extended warranty sales talk and ask them why my rights under the Sale of Goods Act and other consumer protection legislation won't operate. Their script doesn't tend to cater for that.

Alternatively, I tell them that I've worked out that, over the years, I've saved £4, 852 (or whatever figure comes into my head) by not buying extended warranties so I'm happy to take the risk on replacing my purchase if I have to after the ordinary warranty runs out.

IAmALazyArse · 04/09/2019 18:00

I just tell them I have good contents insurance. They stop after that

Mrsjayy · 04/09/2019 18:05

I had the same hoha with AO the other week DH ordered the dishwasher gave my number as second and they phoned me with the same thing they wanted from you I did hang up on her, saying that the delivery was great and I probably would use them again.

sleepyhead · 04/09/2019 18:13

YANBU. I was very firm with the woman from AO and managed to get off the phone fairly quickly but she really pushed and pushed. I hated that she seemed so friendly and reasonable and then turned on the hard sell.

It's actually put me off them as a company, which is a shame because every other part of the transaction was great.

Original poster
ValerianV · 04/09/2019 18:19

gave me free collection on my old washing machine before trying to sell me a warranty

This is exactly what he done, it's obviously a tactic so you will be embarraced to say no to the policy.

Being harangued on the phone would make me tell them to cancel the order

I contemplated this for about an hour after the call but the thought of trying to get my money back has put me off.

they worded it as something sneaky like 'verifying your order' or some nonsense

Yes, I'm sure the call had nothing to do with verifying the order.

@IAmALazyArse I probably will complain

I tell them that I've worked out that, over the years, I've saved £4, 852 (or whatever figure comes into my head) by not buying extended warranties

That's what I done, he was having none of it lol

I don't mind listening to the sales pitch, I've worked sales/commission jobs and I get that they have to try and sell. It was the contempt of this guy that I had the problem with - even if I wanted the warranty there is no way I was buying it from this guy.

OP posts:
purpleme12 · 04/09/2019 18:38

You can complain about this. You are not supposed to do pressurised selling now. I work partly in sales and one of the things they monitor your calls on are if your selling is not pressurised.

CouscousEvaporator · 04/09/2019 19:11

I bought a fridge from them years ago, they called to say it wasn’t in stock and they would be sending another (higher spec and more expensive) one. They expected me to pay the the expensive fee. I was a student at the time and had next to no money. It was so cheeky and brazen and if I didn’t question it they would have just taken the money out of my account.
Never bought anything from them since.

TartanCurtains1 · 04/09/2019 19:18

I had this nonsense from Appliances Direct - and similar to someone above, a rushed "so I'll go ahead and set that up for you now" after his little pitch before I'd even had a chance to say anything!

Original poster
ValerianV · 04/09/2019 20:05

DH ordered the dishwasher gave my number as second and they phoned me

So he's probably come across this already but still made a big deal about it.

It's actually put me off them as a company, which is a shame because every other part of the transaction was great

That's the thing, I would have continued shopping with them for everything until now.

They expected me to pay the the expensive fee

@CouscousEvaporator Can they just take extra money from your account like that?

similar to someone above, a rushed "so I'll go ahead and set that up for you now" after his little pitch

Yes, at first I thought he was talking about their guarantee or something, I didn't catch what he was saying at first then he mentioned if anything goes wrong they will come and repair it etc. I had no idea that he was talking about extended warranty for ages until he mentioned the monthly cost.

Sounds like they use the same procedure.

OP posts:
MrsElizabethShelby · 04/09/2019 20:11

I just tell them I used to work for domestic and general (the warranty providers) and that I know the warranty isn't worth wiping my arse with. Then they laugh and hang up.

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