- Joined
- Jun 24, 2008
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- 45,587
- Location
- London
- Car
- 2022 Hyundai IONIQ 5 RWD / 2016 Suzuki Vitara AWD
Some years ago I used to go to Halfords (and before that, to Ripspeed in Edmonton, who later became part of Halfords) to buy bits I needed, and remembered it as a rather friendly type of place.
Around two years ago the battery on the Renault died, and I took the car to Halfords. They were promoting Bosch batteries with five years warranty at the time, however when I arrived it turned-out that they did not have the Bosch battery for the Renault in stock, and offered me their own-brand battery instead, with four years warranty. I accepted, and they even fitted it for £6 (as mentioned in another thread).
Last weekend the new (well, two years old) battery died. I jump-started the car from the Merc and drove it straight to the Halfords branch where I purchased the battery two years earlier, a 30 minute drive from my home.
In the olden days, batteries had a sticker on them showing the installation date, and as this was a Halfords own-brand battery there should not have been any issue with the warranty. Or so I thought.
I approached the electrician and explained that the battery was bought two years ago, to which he asked 'Do you have the receipt?'. 'No', said I, 'Then there's nothing we can do' came the prompt and decisive reply.
Having been around for a number of years I did not get upset, instead politely and patiently explored with the chap what 'can' be done as opposed to what 'can't' be done. He quickly ruled-out searching their records based on my credit card details, saying they 'did not keep records that far back' (i.e. two years). He did suggest that I contact my bank and ask for a credit card statement for said period showing the purchase, however I would have to chance driving back home with the dead battery and obtain the these records.
After some further negotiations, he had no good reason to refuse my proposal of purchasing a brand new battery and fully pay for it including fitting, and then have the cost refunded to my credit card once I satisfy them by whatever proof they deem acceptable as for the dead battery's original purchase date.
Off he went to obtain approval from his manager, and came back with two conditions - that I came back with proof-of-purchase within 28 days, and that I do this on weekdays (i.e. not weekends). The deal was done, and I drove away with the new (and fully-paid) battery fitted. He also mentioned that the warranty for the replacement battery would be the remaining warranty period from the original purchase, which was fine as I did not really expect anything else.
Today I drove back to the shop with both the original purchase invoice and the new one, asking for a refund. After some further questioning by supervisor lady no.1 'where is the old battery?' ('I have no idea, your chap took it), 'where did he put it, at the parts department?' ('Again, no idea, he just took it with him'), 'Was it a Calcium battery?' (No idea, the exact model is listed on both invoices'), I was asked to wait for the manager's approval, followed by further wait while they phoned the electrician at his home to verify my story. She again explained that the warranty for the replacement battery would be the remaining warranty period from the original purchase.
Ultimately, supervisor lady no.1 took me to the ICE counter, where I waited a few minutes before she realised she could not actually do the refund there, and took me back to main till. The till lady looked at both invoices, and said she needed approval from supervisor lady no. 2, who appeared after some further wait and called on bloke supervisor no. 3 to 'log her in to the till so that she can do a refund', which he promptly did. She then made a handwritten note on the invoice to say that the warranty for the replacement battery would be the remaining warranty period from the original purchase. Finally, the refund was done. Hallelujah.
Not quite Hallelujah yet. While there I noticed that they were promoting cabin filters, and went to look for one. The model I needed was not on in stock, so I went over to the parts counter in search of assistance. I waited for around 10 minutes at the abandoned parts counter chatting to another waiting customer - a rather impatient elderly gentleman who was complaining about the lack of service. When the conversation dried out, I went back to the main till and asked lady supervisor no. 1 for assistance. Alas, she was just about to sign-out as she had to pick up her small children from school.
I was more successful with the till lady, who after attempting to divert me back to the (still abandoned) parts counter, barked into the loudspeaker system 'Staff member to parts counter, staff member to parts counter' before going back to dealing with the waiting customers at the till.
On my hopeful return to the parts counter, I noticed that the shop was almost empty, which probably explains why the staff all left their positions and went into the storeroom at the back. I also noticed that from time to time an invisible door would open, a member of staff seen hurrying out carried some items and quickly disappearing into another hidden door before they could be intercepted.
At which point I left the unattended parts counter. On my wait out, still no member of staff in sight around the shop, I walked past the till lady saying 'I'll be back another time', and left. She did say 'are you sure' but there was no serious attempt to stop me or offer assistance.
In summary...
Throughout, I remained calm and composed, patient and understanding. I did not raise my voice or make demands. I played along with whatever procedural difficulties they put my way.
I found Halfords's staff attitude defensive in the extreme (can you say offensively defensive?). My impression is that they are used to dealing with dishonest and rude customers, and find it difficult to tune-down their manner when approached by someone who is patient and accommodating.
It seemed that they took no notice of my waiting because they are accustomed to customers who 'make themselves known' in a rather aggressive way when they need assistance.
The multitude of almost-aggressive questions regarding the dead battery - which had their own name on it and a large sticker saying '4 years warranty' - the repeated mentioning that the warranty will only last as far as the original warranty did, while looking up at me suspiciously as if waiting for me to give them an argument - I suppose all their other customers do - all suggest to me that their usual clientele are somewhat loud and vocal, not to mention very inpatient, utterly unreasonable, and apparently also quite dishonest.
In short, I did not find it a very pleasant place to visit. I will not be going there again in a hurry - unless the replacement battery dies again. But even so, only if it happens within the original warranty period, of course. And with the original purchase invoice to hand.
EDIT:
I make no comment here regarding the quality or prices of Halfords' goods.
I also have no formal or legal issue with the warranty - after all, they did honour it and replace the battery. All I am saying is that it was not a pleasant experience. Which is a shame. For me, and for them.
Around two years ago the battery on the Renault died, and I took the car to Halfords. They were promoting Bosch batteries with five years warranty at the time, however when I arrived it turned-out that they did not have the Bosch battery for the Renault in stock, and offered me their own-brand battery instead, with four years warranty. I accepted, and they even fitted it for £6 (as mentioned in another thread).
Last weekend the new (well, two years old) battery died. I jump-started the car from the Merc and drove it straight to the Halfords branch where I purchased the battery two years earlier, a 30 minute drive from my home.
In the olden days, batteries had a sticker on them showing the installation date, and as this was a Halfords own-brand battery there should not have been any issue with the warranty. Or so I thought.
I approached the electrician and explained that the battery was bought two years ago, to which he asked 'Do you have the receipt?'. 'No', said I, 'Then there's nothing we can do' came the prompt and decisive reply.
Having been around for a number of years I did not get upset, instead politely and patiently explored with the chap what 'can' be done as opposed to what 'can't' be done. He quickly ruled-out searching their records based on my credit card details, saying they 'did not keep records that far back' (i.e. two years). He did suggest that I contact my bank and ask for a credit card statement for said period showing the purchase, however I would have to chance driving back home with the dead battery and obtain the these records.
After some further negotiations, he had no good reason to refuse my proposal of purchasing a brand new battery and fully pay for it including fitting, and then have the cost refunded to my credit card once I satisfy them by whatever proof they deem acceptable as for the dead battery's original purchase date.
Off he went to obtain approval from his manager, and came back with two conditions - that I came back with proof-of-purchase within 28 days, and that I do this on weekdays (i.e. not weekends). The deal was done, and I drove away with the new (and fully-paid) battery fitted. He also mentioned that the warranty for the replacement battery would be the remaining warranty period from the original purchase, which was fine as I did not really expect anything else.
Today I drove back to the shop with both the original purchase invoice and the new one, asking for a refund. After some further questioning by supervisor lady no.1 'where is the old battery?' ('I have no idea, your chap took it), 'where did he put it, at the parts department?' ('Again, no idea, he just took it with him'), 'Was it a Calcium battery?' (No idea, the exact model is listed on both invoices'), I was asked to wait for the manager's approval, followed by further wait while they phoned the electrician at his home to verify my story. She again explained that the warranty for the replacement battery would be the remaining warranty period from the original purchase.
Ultimately, supervisor lady no.1 took me to the ICE counter, where I waited a few minutes before she realised she could not actually do the refund there, and took me back to main till. The till lady looked at both invoices, and said she needed approval from supervisor lady no. 2, who appeared after some further wait and called on bloke supervisor no. 3 to 'log her in to the till so that she can do a refund', which he promptly did. She then made a handwritten note on the invoice to say that the warranty for the replacement battery would be the remaining warranty period from the original purchase. Finally, the refund was done. Hallelujah.
Not quite Hallelujah yet. While there I noticed that they were promoting cabin filters, and went to look for one. The model I needed was not on in stock, so I went over to the parts counter in search of assistance. I waited for around 10 minutes at the abandoned parts counter chatting to another waiting customer - a rather impatient elderly gentleman who was complaining about the lack of service. When the conversation dried out, I went back to the main till and asked lady supervisor no. 1 for assistance. Alas, she was just about to sign-out as she had to pick up her small children from school.
I was more successful with the till lady, who after attempting to divert me back to the (still abandoned) parts counter, barked into the loudspeaker system 'Staff member to parts counter, staff member to parts counter' before going back to dealing with the waiting customers at the till.
On my hopeful return to the parts counter, I noticed that the shop was almost empty, which probably explains why the staff all left their positions and went into the storeroom at the back. I also noticed that from time to time an invisible door would open, a member of staff seen hurrying out carried some items and quickly disappearing into another hidden door before they could be intercepted.
At which point I left the unattended parts counter. On my wait out, still no member of staff in sight around the shop, I walked past the till lady saying 'I'll be back another time', and left. She did say 'are you sure' but there was no serious attempt to stop me or offer assistance.
In summary...
Throughout, I remained calm and composed, patient and understanding. I did not raise my voice or make demands. I played along with whatever procedural difficulties they put my way.
I found Halfords's staff attitude defensive in the extreme (can you say offensively defensive?). My impression is that they are used to dealing with dishonest and rude customers, and find it difficult to tune-down their manner when approached by someone who is patient and accommodating.
It seemed that they took no notice of my waiting because they are accustomed to customers who 'make themselves known' in a rather aggressive way when they need assistance.
The multitude of almost-aggressive questions regarding the dead battery - which had their own name on it and a large sticker saying '4 years warranty' - the repeated mentioning that the warranty will only last as far as the original warranty did, while looking up at me suspiciously as if waiting for me to give them an argument - I suppose all their other customers do - all suggest to me that their usual clientele are somewhat loud and vocal, not to mention very inpatient, utterly unreasonable, and apparently also quite dishonest.
In short, I did not find it a very pleasant place to visit. I will not be going there again in a hurry - unless the replacement battery dies again. But even so, only if it happens within the original warranty period, of course. And with the original purchase invoice to hand.
EDIT:
I make no comment here regarding the quality or prices of Halfords' goods.
I also have no formal or legal issue with the warranty - after all, they did honour it and replace the battery. All I am saying is that it was not a pleasant experience. Which is a shame. For me, and for them.
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