ASDA - Cheese Toastie Complaint.

ithomso1

A very brief summary .

Bought a sandwich maker from ASDA,
Used it 3 times,
Blew electrics in house (Full RCD Unit blew, not just flipped)
Took to ASDA to have inspected
Inspection by ASDA has said "Excessive Cheese" in electrical compartment.

-

Absolutely horrid customer service from ASDA, I'm only seeking re-reimbursement for the RCD unit blowing.

My points are.
1) How can cheese get into the electrical compartment, this is similar to water getting into a submarine. It shouldn't be there.
2) ASDA now will not return the toaster to me for my own independent inspection.
3) They are advising me to seek legal advice, but I believe should be handled outside of the courts - Although I will pursue if needed.

Transcript of email conversation next post....

ithomso1

I have been looking around in detail and they have informed me that retrieval of a sandwich maker should be quite simple.

The steps are detailed below.

1) Walk to sandwich toaster.
2) Pick it up - Make sure you bend with your knees but not with your back if below waist height.
3) Carry sandwich toaster to relevant parcel collection service, (Royal Mail has been mentioned, but others are available)
4) Attach shipping label to

ADDRESS

If you have any questions about the above instructions, please let me know as I may be able to clarify some of the points in further detail.

Regards,
Iain - Postage Shipping Expert.


On Fri, Jul 11, 2014 at 9:01 AM, Iain Thomson <EMAIL wrote:
And not even an apology for the incorrect spelling of the customers name... It beggars belief.

In this instance I am representing myself.

Can you also supply me the engineers written report for the "technical cheese malfunction"

Regards,

Iain


On Fri, Jul 11, 2014 at 8:18 AM, Asda Stores <asda_stores@mailgb.custhelp.com wrote:

Asda.com




Thanks for contacting the ASDA Service Team. Please find below your comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may reopen it by replying to this email.

Thank you for allowing us to be of service to you.



Subject.
Defective Electrical Goods

Response Via Email (Jon-Jo Wilkinson) 11/07/2014
Hi Iain

If you seek 3rd party legal advise they will know how to approach us so we can then release the toaster.

Kind regards

Jonjo Wilkinson
Asda Service Team

Customer Via Email (Entered by Jon-Jo Wilkinson) 11/07/2014
Please have the courtesy to spell my name correctly. Iain*

Also, please detail how a 3rd party would approach you directly. I can
drive to ASDA house this evening if you like?

Regards,

On 10/07/2014 you wrote to us:


==================== text File Attachment ====================
Attachment 2.txt, 269067 bytes, Added to incident

Response Via Email (Jon-Jo Wilkinson) 10/07/2014
Hi Ian

We can only release the item when a third party officially approaches. Please speak to a third party so then can approach us officially.

Kind Regards

Jonjo Wilkinson
Asda Service Team

On 10/07/2014 you wrote to us:
I am approaching you Officially.

Please send the item to:

ADDRESS

You have no contract with my 3rd party and therefore this person should not
be involved. This disagreement is between myself and ASDA.

Regards,

On Thu, Jul 10, 2014 at 4:47 PM, Asda Stores <
asda_stores@mailgb.custhelp.com wrote:



Asda.com




Thanks for contacting the ASDA Service Team. Please find below your
comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may reopen it by
replying to this email.

Thank you for allowing us to be of service to you.



* Subject.* Defective Electrical Goods *Response Via Email (Jon-Jo
Wilkinson)**10/07/2014* Hi Iain

We can only release the item when a third party officially approaches.
Please speak to a third party so then can approach us officially.

Kind regards

Jonjo Wilkinson
Asda Service Team *On 10/07/2014 you wrote to us:*So - I've been asked
to seek 3rd Party advice. However you have the device
that needs to be investigated.

My 3rd party would like to formally inspect the device to check for
"Excessive Cheese", therefore, please consider this an official approach
to
return the device.

Either that, or concede that there is something wrong here with the design
and/or device and reimburse me either in full or in part for the costs
incurred by myself.

Regards,
Iain

On Thu, Jul 10, 2014 at 4:14 PM, Asda Stores <
asda_stores@mailgb.custhelp.com wrote:



Asda.com




Thanks for contacting the ASDA Service Team. Please find below your
comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may reopen it by
replying to this email.

Thank you for allowing us to be of service to you.



* Subject.* Defective Electrical Goods *Response Via Email (Jon-Jo
Wilkinson)**10/07/2014* Hi Iain

As my colleague has previously advised you we cannot return the
appliance
directly to you but will keep it in safe storage pending an official
approach for further investigation.

Kind Regards


Jonjo Wilkinson
Asda Service Team *On 10/07/2014 you wrote to us:*Dear Asda,

Thank you for replying.

Can you please clarify how cheese was allowed to enter the electrical
system of the "sandwich maker" if the product was rigorously tested.

Also for my investigation with an independent assessor, can you please
ensure the Sandwich toaster is sent back to me.

Regards,

On Thu, Jul 10, 2014 at 3:35 PM, Asda Stores <
asda_stores@mailgb.custhelp.com wrote:



Asda.com




Thanks for contacting the ASDA Service Team. Please find below your
comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may reopen it
by
replying to this email.

Thank you for allowing us to be of service to you.



* Subject.* Defective Electrical Goods *Response Via Email (Jon-Jo
Wilkinson)**10/07/2014* Hi Iain

Our suppliers sent this response to your compliant.

Would like to thank you for bringing this matter to our attention. We
take
product safety issues very seriously, and are continuously looking at
ways
to improve the quality of our products.

Melted cheese has entered the electrical compartment and caused a
short.

Please be assured that all of our products go through the rigorous
testing
program and are checked by independent laboratories, before they are
allowed to go on sale to ensure they comply with the latest
legislation
and
conform to all the relevant UK and European regulations.

The colleague you spoke to on the phone also called our suppliers for
a
bit more clarification regarding their response and was informed that
no
fault was found with the product, the short-circuit conditions were
caused
by melted cheese being allowed to build up in the electrical
compartment.

Kind Regards


Jonjo Wilkinson
Asda Service Team *On 10/07/2014 you wrote to us:*Thank you for our
conversation.

Can you please include the response from your investigation team in
writing?

Regards,

On Thu, Jul 10, 2014 at 12:27 PM, Asda Stores <
asda_stores@mailgb.custhelp.com wrote:



Asda.com




Thanks for contacting the ASDA Service Team. Please find below your
comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may reopen
it
by
replying to this email.

Thank you for allowing us to be of service to you.



* Subject.* Defective Electrical Goods *Response Via Email (Jon-Jo
Wilkinson)**10/07/2014* Hi Iain

Thanks for replying to my email.

I have asked my colleagues on the PQC team to look into further for
you
and to call you as soon as they can regarding this matter as it has
been
going on for quite some time now. My colleagues will be able to
answer
any
questions you have.

Thanks again for writing and letting me help. If you need anything
else
please call me or one of my colleagues on 0800 952 0101.

Kind Regards

Jonjo Wilkinson
Asda Service Team

Tel: 0800 952 0101 *On 10/07/2014 you wrote to us:*This is getting
slightly beyond a joke now with the lack of communication
that is being sent.
1) Did you receive the defective item from ASDA Pudsey?
2) When was it sent off?
3) Whilst I understand the manufacturer needs to be involved, I have
no
contract or concern for them. My complaint is with ASDA. What are
YOU
doing
about the fact that I am significantly out of pocket for a device
that
was
defective?

Regards,
Iain

On Fri, Jun 27, 2014 at 10:19 AM, Asda Stores <
asda_stores@mailgb.custhelp.com wrote:



Asda.com




Thanks for contacting the ASDA Service Team. Please find below
your
comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may reopen
it
by
replying to this email.

Thank you for allowing us to be of service to you.



* Subject.* Defective Electrical Goods *Response Via Email (Jon-Jo
Wilkinson)**27/06/2014* Hi Iain

Thanks for replying to my email.

My colleagues on the PQC (product quality control) team will write
to
you
when we receive the sandwich maker to inform you of the next steps
they
are
going to take. If they decide to send it off to our suppliers it
can
take
40 days for the investigation to be completed.

Thanks again for writing. If you need anything else please call me
or
one
of my colleagues on 0800 952 0101.

Kind Regards

Jonjo Wilkinson
Asda Service Team

Tel: 0800 952 0101 *On 27/06/2014 you wrote to us:*I have not
recieved
an update to this mail.

Iain
On 29 May 2014 09:21, "Asda Stores" <
asda_stores@mailgb.custhelp.com

wrote:



Asda.com




Thanks for contacting the ASDA Service Team. Please find below
your
comments and a response from one of our service colleagues.

If this issue is not resolved to your satisfaction, you may
reopen
it
by
replying to this email.

Thank you for allowing us to be of service to you.



* Subject.* Defective Electrical Goods *Response Via Email
(Jon-Jo
Wilkinson)**29/05/2014* Hi Iain

Thanks for replying to my email.

My colleagues on the PQC (product quality control) team will
write
to
you
when we receive the sandwich maker to inform you of the next
steps
they
are
going to take. If they decide to send it off to our suppliers it
can
take
40 days for the investigation to be completed.

Thanks again for writing. If you need anything else please call
me
or
one
of my colleagues on 0800 952 0101.

Kind Regards

Jonjo Wilkinson
Asda Service Team

Tel: 0800 952 0101 *On 28/05/2014 you wrote to us:*Good
Afternoon,

My apologies for the delayed response - It seems your response
had
made
its
way into my Spam Filter (My Fault)

However - Please,let us continue.

I have just taken (28/05/2014 at 19:45) my "Sandwich" maker back
into
the
store. I have now been informed by the pleasent, but in my
opinion
by
"Cheryl" that it'll be "About 40 days" before I hear back from
you.

I did explain that I had already logged a fault/incident with
yourselves,
however I think this fell on deaf ears. As "Obviously" it was
going
to
be
logged on the CPQ/CPC/Other Acronym system that you operate.

I await your response on a more detailed timeframe for resolving
this
complaint.

Regards,

Iain Thomson

browneyedbazzi

They won't send the toaster back to you because you are not qualified to properly inspect/test it and produce a report. If you want to challenge the results of their examination then you will need to engage someone who is qualified to carry out an independent examination on your behalf. Asda will then send the toaster to the independent examiner for them to carry out their examinations. They do it this way to maintain the continuity of the evidence. If you have control of the item in between the original examination and any subsequent examination then the results of the subsequent examination may be contaminated (ie they could claim that you further damaged the item while it is in your care). It is in your interest for continuity to be maintained to ensure that any examination you commission isn't called into question.

As far as you claiming for the cost of the RCD - the RCD should have tripped, not been damaged. It might be that your RCD was faulty or not properly installed.

ithomso1

I'm going to play devils advocate here.

How do I know that they were properly qualified ?

Also, we need to be very clear here. The fault with the RCD was caused by excessive cheese in the electrical compartment of the toaster.

How did it get into the compartment of an electrical device?

So - The "Root cause" would be the fact that the electrical item ingressed cheese.

OlliesDad

Sorry, I may have missed it earlier - have they refunded you the cost of the item yet?

SuperHan

ithomso1 wrote: »

I'm going to play devils advocate here.

How do I know that they were properly qualified ?

Also, we need to be very clear here. The fault with the RCD was caused by excessive cheese in the electrical compartment of the toaster.

How did it get into the compartment of an electrical device?

So - The "Root cause" would be the fact that the electrical item ingressed cheese.

You don't, but you can get a properly qualified individual to request the toaster back from them.

They are probably unwilling to release it to you because there will be the odd buffoon who asks for it back, continues to use it and loses an arm through an electric shock from the thing. Then said buffoon will sue Asda for releasing an unsafe item to him.

It is though concerning that your RCD didn't just trip... Surely it should always trip before it allows itself to be broken?! (I'm no electrical engineer though...)

ithomso1

They have given me a refund for the device - But this was only so they could "Get it through their system"

Something that I very reluctantly had to do to have it investigated.

ithomso1

SuperHan wrote: »

You don't, but you can get a properly qualified individual to request the toaster back from them.

They are probably unwilling to release it to you because there will be the odd buffoon who asks for it back, continues to use it and loses an arm through an electric shock from the thing. Then said buffoon will sue Asda for releasing an unsafe item to him.

It is though concerning that your RCD didn't just trip... Surely it should always trip before it allows itself to be broken?! (I'm no electrical engineer though...)

Wholly agree it should have tripped, rather than blew.

Also agree that someone could potentially harm themselves.

My point here is this:

They offered me two options to return it to them
1) Send it directly to ASDA house,
2) Return it to store.

As I chose option 2, they said it had to be refunded to log it through "the system". They wouldn't have had the option on number 1. So would have still technically been my property.

Regards,
Iain

SerialRenter

The RCD blowing up instead of tripping is probably due to the current being greater than the devices rating due to a fault, not something that you could blame on the excessive cheese ingress incident.
I don't believe ASDA would be liable for that fault and considering they've refunded the toaster i would say job done.

Azari

The fact that your RCD 'blew' rather than just tripped indicates a faulty RCD. Any damage to the RCD was not a problem with the sandwich maker except in as much as it was the catalyst for the faulty RCD to 'blow'..

Azari

SerialRenter wrote: »

The RCD blowing up instead of tripping is probably due to the overcurrent being greater than the devices rating

An RCD does not work on 'over current'.

It works by detecting the difference between the current in the live an neutral circuits.

It should obviously be able to withstand a complete short causing a current equal to or greater than that available after the main house fuse. (Likely to be 45A ath the very minimum). The maximum current available to the toaster should, of course, be a maximum of 13A.