CSL nightmare with chair - advice please?

willievergetthere?

Hi. In March 2011, my sister had a leather sofa and chair delivered. When she had her carpet cleaned in April 2013, the carpet cleaning agent found a black mark underneath the motor on the chair and he couldn't remove it, so my sister contacted CSL. They asked her to email photos and they sent an engineer out. He put his finger on the motor which left a black residue on it but he didn't comment at all. After three weeks and no news, she rang them and they said they were not liable to the damage on the carpet as the motor was not faulty but as a goodwill gesture they would give me £40. I was confused as to what they were not liable for and therefore what the £40 was for if the motor was not faulty. She said it was for spot remover for the carpet. She said the motor is electric and therefore no oil or other substance is used on the motor, therefore we must have put oil on it! I asked why would I do that when the chair has worked perfectly fine, it was the fact that there was a residue on the carpet I was worried about not how the chair was working. Anyway, to cut a long story short, she contacted her manager who came back to me and said that I was wasn't satisfied with the £40 goodwill gesture,they were retracting it and they were liable for nothing as it appeared we had put oil on the mechanism. My sister again denied this as there was no need to put any oil on it. The assistant then suggested that excessive weight had been put on the chair and that had caused the motor to rub against the carpet! As my sister is only 8 stone wet through and my brother in law 11 stone, I don't think that is an issue.

Can anyone advise whether my sister should take this to an ombudsman as surely an electric chair should not have this black residue appearing underneath it. Incidentally, the sofa which is also an electric recliner has no signs of this residue and is used just as much as the chair.

Any thoughts would be appreciated!

moyesforever

Is it your sister or you?

willievergetthere?

sorry its my sister - I was copying the facts from a letter she had drafted in readiness to send, (hence my reference to 'I', not 'her' or 'she') but I wanted an opinion off here first before she sent it?

Any help now that's clearer?!!