The Customer Is Never Right Apparently!

[Mrs.Clooney]

Four months ago I purchased a Magnifying Lamp and matching floor stand. The floor stand came as two pieces (one part of the shaft screws into the other) which in my opinion is a bit daft as I can't see why the manufacturers did not just make it one sturdy shaft. Manifying lamps are quite heavey.

Anyway, the two parts of the shaft will no longer screw together (? threaded) and the lamp collapsed during a treatment!! So I phoned the well known salons supplier and explained politely that as the lamp stand was only 4 months old, I was not satified that it was not functional anymore, bearing in mind I had paid £34 for it and I still have the receipt.

The reply I received was ludicrous really and went like this;

"We can take the product back and look at it but cannot guarantee the we will be able to replace it as there is a very fine line between a manufacturing fault and misuse ! If it is threaded then it will be customer misuse" (Lets face it, I must be the sort of therapist who uses the lamp stand for pole vaulting or pole dancing :lol.

She continued, " Based on our decision we may send it back to the manufacturers but this will take weeks".

My reply, " I need my lamp on a daily basis for my job".

Her reply (and no I'm not joking), " Well if your telly broke down you would be without a telly for a while, wouldn't you? Same thing with the lamp".

My very curt reply, " I don't make a living out of watching telly :evil:"!!!!!

I then phoned the manufacturers and they said that my concern can only be dealt with by the supplier as that is from whom I purchased the lamp stand. No joy there either!

I really don't know how to tackle this now. I just want a replacement lamp stand that works and which is robust enough to do the job from which I make my living. There is absolutely no comeback anymore for honest hard working people and customer service clearly does not matter anymore. In my salon it does matter very much!

Have any of you had this problem with lamp stands? How do you recommend I tackle this?

 

[geeg]

How about Trading Standards??

It is rediculous that the manufacturer will not help .. the buck stops with them.

I would contact TS and let them know that you have done so.

 

[Mrs.Clooney]

How about Trading Standards??

It is rediculous that the manufacturer will not help .. the buck stops with them.

I would contact TS and let them know that you have done so.

I have been thinking about that this morning Geeg but thought I might leave it until I've sent the stand back and they have assessed it first. Problem is, I simply can't wait that long for a new stand. My mag lamp is an important part of my business as most thereapists will know.

So thank you, perhaps the gentle push I need. I will call them.

 

[liza2009]

call consumer direct hun they will tell you your rights and what to say xx

 

[Jen Smith]

I had the exact same thing happen to my lamp. It collapsed during a treatment. My husband took a look at it and at first he thought it had been 'threaded' so nothing to be done. But on closer inspection, he found that the centre threading of the lower part had worked its way downwards so there was nothing for the top part to 'thread' onto. he got a pair of pliers and pulled it up again and its ok again now. Its been over a month since this happened to me and so far so good again.

Its not ideal but at least its saved me from buying a new stand.

Mine is the one with the circular base.... is this like yours?

 

[Mrs.Clooney]

IBut on closer inspection, he found that the centre threading of the lower part had worked its way downwards so there was nothing for the top part to 'thread' onto. he got a pair of pliers and pulled it up again and its ok again now. Its been over a month since this happened to me and so far so good again.

Its not ideal but at least its saved me from buying a new stand.

Mine is the one with the circular base.... is this like yours?

Jen, it is funny you say this because this is what I thought when I first looked at it. There is not a hell of alot of the screw shaft to be screwed onto. It does look like there was less that before. I did have a feel inside and it won't budge and I'm nervous to take pliers to it incase I truely damage it. Thank you for mentioning it.

I think it is the same lamp base. How far does your screw thread thing stick out? Mine only sticks out about 5 or 6 mm..... it is not alot to hold a heavy lamp.

 

[Trinity]

Jen, it is funny you say this because this is what I thought when I first looked at it. There is not a hell of alot of the screw shaft to be screwed onto. It does look like there was less that before. I did have a feel inside and it won't budge and I'm nervous to take pliers to it incase I truely damage it. Thank you for mentioning it.

try screwing it in from the wrong side to see if the shaft has dropped through. If it screws in ok then it looks like you've solved your problem. If not, then it's truly knackered so needs to go back anyway.

Not impressed with the customer service though, sadly it's an indication of how most places are these days.