Page 1 of Play.com Moral Issue ??

Hi Folks

My missus has a bit of a moral quandry with Play that I was hoping somebody might have the answer to.

Basically she ordered The Chicago soundtrack from them a couple of weeks back, and it got posted within a couple of days of the order, she waited about a week for it to arrive and then e-mailed Play to say that it hadn`t arrived. The very same day it arrived. She e-mailed them to tell them this. Yesterday another Chicago soundtrack arrived from Play.

So basically she`s got two soundtracks, Play should know this. What do you think she should do?

Should she: e-mail Play? - But will they e-mail back?
Send it back?
Phone them?
Say nothing and keep it?

Any advice would be gratefully received.

Oh and by the way I wouldn`t have been stupid enough to tell Play the first one had arrived, so I would have had two CD`s and no moral quandry!

Cheers

WRPT B.A.

Same happened to me. I`ve got two copies of Zu Warriors from Magic Mountain. It was mailed way back in January and two weeks later hadn`t arrived so...

I emailed them - no reply, other than the automatic one that says they aim to reply within 24 hours.

I emailed them again - no reply.

I eventually phoned them and they said they`d replace it but no sooner was the replacement in than a second one follwed a few days later.

I emailed them about the duplication and got this - "Thank for you recent correspondence. We are sorry to hear you are experiencing problems with your disc.

If you could please contact our customer service department on `0845 8001020 so we may authorise the return of this item.

Sorry for any inconvenience this may have caused."

They`re obviously not email support oriented and I don`t see why I should call them, at my expense, to organise the return of something that was their mistake.

Any thoughts?

This item was edited on Friday, 28th February 2003, 14:41

My experience matches Allan`s - Play ignores emails, but the phone service is excellent.

I`ve always found Play to be really helpful. My posties seem to cofiscate a fair number of my dvds but Play have never quibbled over non-arrivals, and replacements seem to be immediately despatched. This is in sharp contrast to a number of other etailers, who demand that you print out forms, sign them, send them back, they then counter-sign them before sending them to the Post Office for an insurance claim... Yeah, right.

So, since Play have always been very fair with me, I guess I feel obliged to be fair with them.

Incidentally, Amazon.com recently screwed up an order & simply said I should keep the dvd they sent by mistake. Which would have been great, except I`m not really into video coverage of extreme BMX stunt riders...

Same thing has happened to me a couple of times. So far, I have always alerted Play (by phone) and sent them back. Way I look at it is that they treated me fairly and sent a replacement without any quibbles, so I should at least be honest with them.

Steve

If you have made an effort to return it and they don`t seem to respond you could take the attitude that if you had a genuine complaint the response would be the same and keep the stuff.
i`d always say return it though as all customers including yourself end up paying for it as they pass any losses on.

Then again some company`s deserve that treatment-and keeping them might not be a bad idea.As for Allan being expected to go out of his way to send stuff back!-i don`t think so
Keep `em
Infact if you get a surge of unwanted conscience find a nearest and dearest and give the second one to them!

This item was edited on Friday, 28th February 2003, 21:15

If a company treats me fair, I will treat them fair (sadly, not too many of these around).

Personally, I`d email Play for advice, which puts it in their court.

I`d return the DVD.
Mind you the one time I did that it would have been cheaper for play if I`d kept the second dvd since they refunded the cost of the postage which was reasonable and then refunded the cost of the DVD as they treated it as a return rather than return of duplicate.

Sell it on e-bay and put the profit in poppy/blind/cancer research tin, there always one at my local co-op!

Bear.

I took out a phone deal with CPW last year where you get the line rental refunded after 3 months.
They sent me a cheque for £ 156.00 and before I could cash it a week later a second cheque for £ 156.00 turned up.
I emailed them and returned the cheque, and although I subsequently found out that it would probably never have been traced, I have no regrets whatsoever about returning it.
The bottom line is that by keeping the disc you are committing a form of theft, and the fact that you posted in the first place means you know that and feel guilty.
Do the right thing and send it back, you will feel a lot better for doing it .
P.

If you`d read my initial post correctly, you`d notice that it`s my girlfriends issue not mine. I posted because I wanted advice on Play`s returns policy, i`ve never encountered a situation like this with them and just wondered what others experiences with them have been.

It`s not a case of me feeling guilty, I know what the right thing is to do but I just don`t know the best way to accomplish it.

In the end it`s my girlfriends decision, but I don`t know why she should be forced to make an expensive call to Play`s hotline just cause the`re crap at answering e-mail.

WRPT B.A.