http://www.halfords.com/cycling/bike-accessories/bike-pannier-racks/topeak-super-tourist-dx-pannier-rack?_br_psugg_q=topeak+rack
Halfords: That is a disc-compatible rack in the picture, which is why I bought one from you. You sent one not disc-compatible. Now you're telling me it's my fault and I ordered the wrong thing, so don't expect me to sound happy on the phone. Get an 'expert' in your team who actually knows the difference to look at the image and rectify your mistake instead of blaming me, you twats.
So, Halfrauds have admitted their mistake, sort-of apologised and offered to send me the rack I believed I had ordered for the price I paid for the 'wrong' rack - as a goodwill gesture; yeah right! It shows the folly of dealing with CS people who don't have the faintest idea of what you are discussing with them. Even then they were saying it doesn't fit all disc-braked bikes - probably true, but I know it fits mine, as I have the same, non-DX version - and say the description should have told me which rack it was - it didn't.
So, a partial admission of guilt and a grudging acceptance they were wrong - but not completely. I'll take that as long as I get my rack.
And so the saga continues: I was asked to return the wrong rack & I did so; including, as requested a note detailing the case number and outline details. I dropped it off at the nearest store. They were somewhat taken aback by my appearance there, as it's not the usual returns they get. I explained that all was detailed in the note I had included as requested by the CS team. They didn't have the rack I wanted there, so it was left as a return. I even photographed the rack in it's original packaging at the store, just in case. And it's a good job I did.
I followed up the return with an email message the same day and waited for a reply. And waited. And waited. Finally, I got fed up of waiting and got in touch. Their response today was to say that the manager of the shop I returned it to had confirmed that I had been given a 'direct' replacement rack. Had I fuck! So, in essence, by saying that, they are effectively accusing me of fraud by continuing the case.
Time to escalate this to a manager. Watch this space.
BTW, by clicking on the link in the original message, you'll see they are still incorrectly displaying a disc-compatible rack. Twunts.