Consumer Rights: MoneySavingExpert.com discussion

Matty007

Dear Art

Just an update on an earlier problem with my Cannon Range Cooker.

After threatening the retailer with legal action they finally decided to send two of their engineers around to look at the cooker.

Took some photos and scratched their heads and asked if maybe I cooked with oven door open !!

They conceded that they are not very familiar with these appliances and said that they would like to send an engineer from Cannon (Indesit & Hotpoint) around to write a report.

I said I would only accept another engineer if they are to come and make a full repair, if not I would proceed with the legal claim.

I did receive an offer from the manufacturers (Indesit) offering an extended warranty for a reduced price of £40.00 which would repair the fault....how kind !!!

The retailer shas now said that he would pay the £40.00 if this solved the problem.

Over to you Art...what do you reckon..???

Regards
Matty007

Matty007

Dear Art

Just an update on an earlier problem with my Cannon Range Cooker.

After threatening the retailer with legal action they finally decided to send two of their engineers around to look at the cooker.

Took some photos and scratched their heads and asked if maybe I cooked with oven door open !!

They conceded that they are not very familiar with these appliances and said that they would like to send an engineer from Cannon (Indesit & Hotpoint) around to write a report.

I said I would only accept another engineer if they are to come and make a full repair, if not I would proceed with the legal claim.

I did receive an offer from the manufacturers (Indesit) offering an extended warranty for a reduced price of £40.00 which would repair the fault....how kind !!!

The retailer shas now said that he would pay the £40.00 if this solved the problem.

Over to you Art...what do you reckon..???

Regards
Matty007

Art_2

Matty007 wrote:

Dear Art

Just an update on an earlier problem with my Cannon Range Cooker.

After threatening the retailer with legal action they finally decided to send two of their engineers around to look at the cooker.

Took some photos and scratched their heads and asked if maybe I cooked with oven door open !!

They conceded that they are not very familiar with these appliances and said that they would like to send an engineer from Cannon (Indesit & Hotpoint) around to write a report.

I said I would only accept another engineer if they are to come and make a full repair, if not I would proceed with the legal claim.

I did receive an offer from the manufacturers (Indesit) offering an extended warranty for a reduced price of £40.00 which would repair the fault....how kind !!!

The retailer shas now said that he would pay the £40.00 if this solved the problem.

Over to you Art...what do you reckon..???

Regards
Matty007

A strange offer from the manufacturer. If they say the warranty will cover the faults why do they not just go ahead and repair/replace it.

You have 2 options on this one. Accept the retailers offer, but tell him in writing that if the warranty doesn't solve the problem you will go straight to the Small Claims Court. It is important you deal with the retailer on this one. If the repairs are satisfactory you end up with a warranty that you may come in useful again in the future. Check that the warranty covers all parts and labour.

Option 2 is to go straight to the Small Claims Court.

I tend to lean in favour of option 1 but if you decide to go this route stipulate a definite deadline to the retailer for the oven to be back in full working order or you reserve the right to sue.

Regards,
Art.

Matty007

Art wrote:

A strange offer from the manufacturer. If they say the warranty will cover the faults why do they not just go ahead and repair/replace it.

You have 2 options on this one. Accept the retailers offer, but tell him in writing that if the warranty doesn't solve the problem you will go straight to the Small Claims Court. It is important you deal with the retailer on this one. If the repairs are satisfactory you end up with a warranty that you may come in useful again in the future. Check that the warranty covers all parts and labour.

Option 2 is to go straight to the Small Claims Court.

I tend to lean in favour of option 1 but if you decide to go this route stipulate a definite deadline to the retailer for the oven to be back in full working order or you reserve the right to sue.

Regards,
Art.

Simple Art

I finally succeeded in reaching the Consumer Relations Department (level 2!!)and they will offer the Warranty as long as I pay £40.00.

Pigheaded I think the word is.

Why the hell she doesnt get an engineer to come and look at it free of charge I dont know.

This would undoubtedly confirm that there is a genuine fault.

Then a swift repair and thank you very much might retreive some goodwill, but alas no such foresight.

Now the retailer has offered to pay this amount to deal with the problem.

Would this effect my rights should the manufacturer not solve this problem.

The appliance is scalding hot on the outside and there really is some concern as to the safety aspect.

Should I will give the retailer one last chance to come and see the appliance when the cooker is working and see the scalding temp. of the cooker and then give 14 days for them to resolve the problem fully.

I must just add that my take on the retailer is that they are lazy and unprofessional, however I do think they wish to resolve this problem and would rather not have a fight :mad:

cheers Matty007

Art_2

Matty007 wrote:

Simple Art

I finally succeeded in reaching the Consumer Relations Department (level 2!!)and they will offer the Warranty as long as I pay £40.00.

Pigheaded I think the word is.

Why the hell she doesnt get an engineer to come and look at it free of charge I dont know.

This would undoubtedly confirm that there is a genuine fault.

Then a swift repair and thank you very much might retreive some goodwill, but alas no such foresight.

Now the retailer has offered to pay this amount to deal with the problem.

Would this effect my rights should the manufacturer not solve this problem.

The appliance is scalding hot on the outside and there really is some concern as to the safety aspect.

Should I will give the retailer one last chance to come and see the appliance when the cooker is working and see the scalding temp. of the cooker and then give 14 days for them to resolve the problem fully.

I must just add that my take on the retailer is that they are lazy and unprofessional, however I do think they wish to resolve this problem and would rather not have a fight :mad:

cheers Matty007

Hi Matty,
Accept the warranty but arrange it through the retailer if at all possible. Ideally, get the retailer to pay the manufacturer for the warranty. This way you still protect all your rights.

I would tell the retailer that this will be your last attempt to get him to resolve the problem. Give him 14 days to satisfactorily deal with the problem or you should go to the Small Claims Court. Confirm everything in a recorded delivery letter.

I can't remember if you said you paid with a credit card. If you did, copy all correspondance to them and ask for their assistance.

Regards,
Art.

hedda

Art wrote:

You seem to have been very patient with this company.
Initially, I would send a recorded delivery letter addressed to the managing director telling him that you want a refund and if it isn't received within 7 days you will go to the Small Claims Court.

I am not too familiar with Nochex but I know it is similar to PayPal. Have you tried to enlist their help in getting your money back?

Also you don't say which bank issued your Visa card as you might be able to get a refund through them. Which one was it?

The address for your letter is:

West Unit,
Hackhurst Lane Industrial Estate,
Lower Dicker,
East Sussex BN27 4BW

One final thought, before atarting this process just contact them on the phone if you have not done so already. A little face-to-face contact might just help. The telephone number is 01323 449293.

Regards,
Art.

Hi Art, seems I'm on the tail end of their scamming days. I am out of pocket to Bestsportsworld to the tune of £55. Can I persue them via small claims? And while I think about it, can I log a complaint with an authorititive body so if/when they're caught it will add to the weight of their misery??

Have attempted contact 12 times, and since saw an article that Uckfield Police and Trading Standards are investigating.

Thanks, Heather.

Art_2

hedda wrote:

Hi Art, seems I'm on the tail end of their scamming days. I am out of pocket to Bestsportsworld to the tune of £55. Can I persue them via small claims? And while I think about it, can I log a complaint with an authorititive body so if/when they're caught it will add to the weight of their misery??

Have attempted contact 12 times, and since saw an article that Uckfield Police and Trading Standards are investigating.

Thanks, Heather.

Heather,

Sorry to hear about this situation. Yes, you could go to the Small Claims Court but it won't get you anywhere if there is no money left in the company. You will be further out of pocket with the court costs. Sorry to have to be so blunt.

Initially, log your complaint with the Police and Trading Standards. See if they will tell you if the company still has money in the bank and if they are worth pursuing. Even if there is still money around the chances are there will not be enough for all the creditors and the preferred creditors will get first bite (Inland Revenue, VAT, Bank etc).

Were you able to get any help from Nochex?

I hope you are able to get some satisfaction out of this even if it's just helping to catch the culprits.

Regards,
Art.

hedda

Art wrote:

Heather,

Sorry to hear about this situation. Yes, you could go to the Small Claims Court but it won't get you anywhere if there is no money left in the company. You will be further out of pocket with the court costs. Sorry to have to be so blunt.

Initially, log your complaint with the Police and Trading Standards. See if they will tell you if the company still has money in the bank and if they are worth pursuing. Even if there is still money around the chances are there will not be enough for all the creditors and the preferred creditors will get first bite (Inland Revenue, VAT, Bank etc).

Were you able to get any help from Nochex?

I hope you are able to get some satisfaction out of this even if it's just helping to catch the culprits.

Regards,
Art.

Art,
Superb info, thank you.
I will speak with TS direct on Monday, along with Uckfield Police.
Having looked into NOCHEX, they appear to be the perfect vehicle for bandits like these. They take no responsibility and say they act as a money transfer service only. I can see now why they didn't use PayPal. NOCHEX say all disputes are to be discussed with the supplier direct. :-( oh well.

As for satisfaction - I reckon I could muster 50 quids worth of gloating if they were caught..

Thanks again, Heather :-)

sminto

any advice please.... my vehicle is in a garage and has been since august last year. however i only found out last week that it was there. my ex husband had broken down in it and got the aa to tow it there for diagnosis. on finding this out last week i contacted the garage and they state that i have 2 weeks to pay the £357.00 diagnostic bill before they will release this vehicle. I understand that because it has been there and the money is obviously owed to them. explaining to the manager that i had just that day found out it was there i asked him if he could hang on to it and i would pay him £50 per week until it was paid. as i am unable to pay that amount in one payment...He said that wasnt an option because it had been there for so long. i explained again that i hadnt known that and that no one had ever contacted me to state that and i am the registered keeper of the vehicle. He now states that if i do not pay the money in 2 weeks they will dispose of my vehicle and waiver the £357.00. But my vehicle is valued at £4000.00...Do i have a leg to stand on??? please help....I really do not want to lose my car...

Art_2

sminto wrote:

any advice please.... my vehicle is in a garage and has been since august last year. however i only found out last week that it was there. my ex husband had broken down in it and got the aa to tow it there for diagnosis. on finding this out last week i contacted the garage and they state that i have 2 weeks to pay the £357.00 diagnostic bill before they will release this vehicle. I understand that because it has been there and the money is obviously owed to them. explaining to the manager that i had just that day found out it was there i asked him if he could hang on to it and i would pay him £50 per week until it was paid. as i am unable to pay that amount in one payment...He said that wasnt an option because it had been there for so long. i explained again that i hadnt known that and that no one had ever contacted me to state that and i am the registered keeper of the vehicle. He now states that if i do not pay the money in 2 weeks they will dispose of my vehicle and waiver the £357.00. But my vehicle is valued at £4000.00...Do i have a leg to stand on??? please help....I really do not want to lose my car...

It's a long time for a vehicle to go 'missing' since last August. The garage has a right to sell the vehicle to recover their costs but they must give you the balance of any money they receive for it.

In view of the time scale they are putting on you I would suggest that you contact a solicitor as soon as possible and ask him to assist you in sorting this out.

What steps have you taken to locate the vehicle since August? Did your husband use it with your permission?

Regards,
Art.