See yesterday's blog (read again).
fbb's model truck, dating from about 1960, duly arrived per post, well packed as ever, from Hattons of Smithdown Road, Liverpool. In 1955 they were at number 180, whereas today they have moved to bigger premises at 364 to 368.
Thus tortuous and ludicrously expensive process produced 12 emails ...
To be fair, it's not the staff's fault. fbb expects that it is an over-engineered computer system and b*d m*n*g*m*nt. Several practical suggestions occur to fbb.
1. Ensure that emails on one topic are given a unique reference number and always routed to the same member of staff. Common practice elsewhere.
2. Empower staff to make sensible decisions. To recoup the 50p difference in price it must have cost the company several tens of pounds in staff time.
3. Don't use the word warranty. Warranty is irrelevant. Under the sale of goods acts, a product that is not "fit for purpose", whether second hand or not, MUST be refunded or replaced.
4. Although you are not legally required to do so, you should, morally, refund postage on damaged goods. And yes, fbb did email pictures of the damage.
5. And, of course, you MUST reserve a replacement immediately you receive notification of the fault.
Anyway, having paid £3.30 to put right Hatton's failings, plus, of course, the 50p difference, a parcel arrived promptly. A big box ...
Will fbb shop with Hattons again? The trouble is that they are so good with prompt delivery and good packing that fbb will doubtless have to forgive them the tortuous process of replace and/or refund.
And save the £3.30 by buying cheaper on his next purchase.
And here it is with and without sides dropped.