Consumer Rights: MoneySavingExpert.com discussion

Sandrine_2

Hi all,

Following my letter to Littlewoods, this is the reply I received:

Dear Customer
Thanks for the email about the washer/dryer, PE609.
Unfortunately, as advised by our After Sales department, we have to wait for an engineer to call before we can authorise return of this item.
I am sorry for any inconvenience caused.
I have passed your query about Extra Care Advantage to the relevant department and someone will contact you shortly.
Kind Regards

Now I was wondering, if the engineer who comes to look at it does not have the required part to fix the machine (and thus the possible of having to wait for another visit to actually fix it) mean I am within my right to demand a return rather than having the inconvenience of waiting again (and asking my very nice neighbour to stand by so she can open the door to the engineer again)?

I am just so disappointed with the reliability of the machine and myself for buying it as I have since read this type of model is known for breaking down...

Art_2

Sandrine wrote: »

Hi all,

Following my letter to Littlewoods, this is the reply I received:

Dear Customer
Thanks for the email about the washer/dryer, PE609.
Unfortunately, as advised by our After Sales department, we have to wait for an engineer to call before we can authorise return of this item.
I am sorry for any inconvenience caused.
I have passed your query about Extra Care Advantage to the relevant department and someone will contact you shortly.
Kind Regards

Now I was wondering, if the engineer who comes to look at it does not have the required part to fix the machine (and thus the possible of having to wait for another visit to actually fix it) mean I am within my right to demand a return rather than having the inconvenience of waiting again (and asking my very nice neighbour to stand by so she can open the door to the engineer again)?

I am just so disappointed with the reliability of the machine and myself for buying it as I have since read this type of model is known for breaking down...

It looks like the quickest way is to let the engineer call and fix the machine. Once this is done write to Littlewoods and tell them that you have reluctantly agreed to the repair but if the machine fails again you will expect a refund/replacement.

Regards,
Art.

krishna

shaggy wrote: »

Egg Money is a credit card so call Egg and tell them whats happened and do a chargeback on your card.

Well, having said transport will be in touch, there has been silence and I still can't get them to respond to phone or email.

So I'm sending a recorded delivery letter today, which I shall also fax and email, giving them 14 days to deliver, else I don't want it any more. Been told that is what I need to do.

noons

Hi

I'm posting on behalf of my brother and I apologise if I've posted in the wrong place.

He ordered a car radio on 31st december. On 2nd January he received an invoice for £270 and an email stating that the order was pending. The money was removed from his bank account on the 3rd January but when he checked the company had taken £280 not £270 as stated on the invoice.

He telephoned on the 7th January to cancel the order and query the difference in invoice/bank amounts. He was told that the order had been dispatched that morning and he couldn't cancel and that the £10 extra was because he lives in Northern Ireland and the companys system wouldn't allow them to add the £10 to the paper invoice.

He then received a phone call from the same person he had spoken to about 10 minutes later and they explained that they were willing to refund the £10 extra delivery change if he accepted the radio and didn't cancel.

Thursday 8th January he decided to phone again and query the status of the order and was told it was still being processed and hadn't been dispatched - contradicting what he had been told the day before. He asked to cancel and the customer services agent agreed to cancel the order.

On 9th January he checked the company's website and it stated that his order had been canceled but he also received an email to state that his order had been dispatched.

On 10th January he telephoned the company again and was told that the customer services person had made a mistake and the order had been shipped. My brother then said that he was going to refuse to accept delivery and it would be returned to sender.

On 12th January he received a phone call from the courier with the radio. He explained that he wasn't going to accept the delivery and to return it to the sender.

He telephoned the company on the 13th January and confirmed with them that he had refused delivery and they stated that they would have to confirm this with the courier.

On the 14th January he telephoned again and was told someone would phone him back in 30 minutes. An hour and 1/2 later he decided to phone them back as no one had returned his call. In this conversation he was told that the parcel was on its way back to their depot but they could not refund his money until the parcel was actually in the depot and once the return was verified it would take 2 working days for a refund. When my brother then questioned why the parcel was sent in the first place and the money not refunded the previous Thursday he was told "they couldn't be bothered sorting throught the 5000+ parcels that they had going out that day to find his and they could not refund the money as the parcel was then classed as dispatched". My brother ended the conversation by saying that if the money was not in his account by Friday (17th) morning he would be taking legal action.

He checked this morning and the money had not been refunded. What legal rights does he have besides the small claims courts?

Sandrine_2

Art wrote: »

It looks like the quickest way is to let the engineer call and fix the machine. Once this is done write to Littlewoods and tell them that you have reluctantly agreed to the repair but if the machine fails again you will expect a refund/replacement.

Regards,
Art.

Thanks for your help. Will let the engineer come and see what he says & do.

Regards,
Sandrine

kemmyjoe

Hi all
Sorry if this is not a 'new thread'. I booked a skiing holiday in October for this March which, in the hotel description, said free lift pass. Upon checking my confirmation recently in order to pay the balance, there was no mention of the free lift pass. I queried this with the company and their response was that the offer ran out on 22nd Oct and I booked on 26th Oct and therefore would not be provided. I replied back by email saying that the offer was still being advertised on the web site on the 26th Oct when I booked and there was no mention of a time limit. They replied back saying "As you have mentioned this offer was still on the website when you booked, you should have added it on to your booking then. Unfortunately we cannot provide you with the offer as it has no ended". It seems that at least they are admitting the free lift pass was advertised as included and so how can they refuse to provide me with one. Does anyone know my rights and what wording I can use in a follow up complaint email/letter. I want to demand the free lift pass or the equivalent in a reduction in holiday price but want to know which 'law' to quote. I am due to pay the balance next week. Any help much appreciated.

Art_2

kemmyjoe wrote: »

Hi all
Sorry if this is not a 'new thread'. I booked a skiing holiday in October for this March which, in the hotel description, said free lift pass. Upon checking my confirmation recently in order to pay the balance, there was no mention of the free lift pass. I queried this with the company and their response was that the offer ran out on 22nd Oct and I booked on 26th Oct and therefore would not be provided. I replied back by email saying that the offer was still being advertised on the web site on the 26th Oct when I booked and there was no mention of a time limit. They replied back saying "As you have mentioned this offer was still on the website when you booked, you should have added it on to your booking then. Unfortunately we cannot provide you with the offer as it has no ended". It seems that at least they are admitting the free lift pass was advertised as included and so how can they refuse to provide me with one. Does anyone know my rights and what wording I can use in a follow up complaint email/letter. I want to demand the free lift pass or the equivalent in a reduction in holiday price but want to know which 'law' to quote. I am due to pay the balance next week. Any help much appreciated.

Do you have a copy of the page with the offer on it? Check what it says about the time limit on the offer and if you are right contact Trading Standards. This is misrepresentation. Also write to the company telling them that you expect them to honour the offer and see what they say.

Regards,
Art.

kemmyjoe

Hi
No, that's the problem I didn't print out a copy of the page at the time but just booked the holiday assuming there was a free lift pass as it was advertised for that particular hotel. I did not see any mention of a time limit of the offer in the description. All our friends who booked earlier than us say they did not see a time limit mentioned anywhere. Surely the time limit would have been mentioned in the offer and not in any small print. It was certainly misleading if there was a time limit mentioned elsewhere. The holiday is booked through Crystal but Thomson are supplying the holiday - should I write to Crystal with a copy to Thomson?

phillsw

Hi,
I bought a fridgefreezer from comet 2 years ago along with their £2.99 monthy cover plan.

We had a repair on it about 14 months later as the temparature in the freezer was getting warmer.

When the engineer came out, he said the fan had frozen over. Due to a design fault, excess water during defrost mode doesn't drain properly. It freezes in the area it collects and the process repeats until it reaches the fan.

He defrosted the freezer and raised the front legs to help drainage.

Anyway, it's done it again.

I feel that it not fit for it's purpose and we should be entitled to a replacement. Currys said we can only have a repair, but surely if we bought a frost free freezer, it shouldn't have ice build up anywhere. Just because we can't see it, doesn't make it frost free. Also, it will only happen again.

Do you think we have a case to argue a replacement? It's out of the 12 month manufacturer's warranty, but we pay for extended cover.

Thanks for any help.

Art_2

kemmyjoe wrote: »

Hi
No, that's the problem I didn't print out a copy of the page at the time but just booked the holiday assuming there was a free lift pass as it was advertised for that particular hotel. I did not see any mention of a time limit of the offer in the description. All our friends who booked earlier than us say they did not see a time limit mentioned anywhere. Surely the time limit would have been mentioned in the offer and not in any small print. It was certainly misleading if there was a time limit mentioned elsewhere. The holiday is booked through Crystal but Thomson are supplying the holiday - should I write to Crystal with a copy to Thomson?

You've got nothing to lose by writing to both companies. You may get a satisfactory result.

Regards,
Art.