Raw Deal won’t be foiled by Remington shaver problem

SOMETIMES things go wrong, and that can’t be helped.

Sometimes problems arise. Sometimes accidents happen.

But, at these times, we like to think we can fix things.

Bill Moir, of Westhill, not far from Aberdeen, bought a Remington shaver from Argos in August last year.

It worked fine and he was very pleased with it.

However, while Bill was attempting to re-charge the device it fell off its charger and the foils (the parts that actually touch the skin) were damaged.

This was a pity as Bill had only used it twice.

Having read in the shaver’s manual that Remington advised a change of foils every six months, Bill reckoned he’d just change foils early.

He got on to Remington’s website and attempted to buy a new set of foils.

But the foils, for his particular model, didn’t seem to be listed for sale.

Bill contacted Remington by email in early September, giving his shaver’s model number, and asking how and where he could buy the replacement foils it recommended.

But he was dismayed when Remington replied to say that because Bill had bought a very new model, replacement foils weren’t yet available.

It promised to get in touch as soon as the foils were in stock.

By October, with no news, Bill phoned Remington.

He was pleased to hear the foils were now in stock, but perplexed when the person on the other end of the phone said he couldn’t sell them as he had no idea how much they cost.

The Remington man said he would get back in touch when he had further information, so Bill left his number and email address. But this didn’t seem to shave any time off the wait.

In the meantime, Bill tried to find the foils in various razor-selling outlets, both online and the old-fashioned type with doors, shop windows and assistants.

But the foils remained elusive and Bill remained confused – why sell a shaver and advise that the foils should be regularly changed, then make the things impossible to buy?

By now bristling with indignation, Bill decided that the Raw Deal team were the only people sharp enough to cut through this razor rigmarole.

We bearded Remington and, to its credit, it acted sharply.

Sarah Harding, marketing manager, told us: “At Remington, customer satisfaction is of the upmost importance.

“We were, therefore, very disappointed to hear about Mr Moir’s experience and we are looking into the issues in greater detail.

“We would like to offer Mr Moir our sincerest apologies for any inconvenience caused and will send him a new, replacement shaver as soon as possible.”

Bill was very pleased with this and impressed by how fast Remington had moved, once Raw Deal got involved.

And, credit where credit is due, Raw Deal has to commend Remington for solving this problem with a completely new shaver. Well done to Sarah and her team.

Do you have a problem?

 To get in touch with Raw Deal please email your address and daytime/mobile number to rawdeal@sundaypost.com or write to Raw Deal, 80 Kingsway East, Dundee, DD4 8SL (please include SAE).

Briefly outline the problem and how you would like it resolved. Include contact details of the other party and any customer ref/order numbers.

By requesting Raw Deal’s assistance you agree for your name, location and a photo to be published.