Faulty vacuum cleaner

wealdroam

bigadaj wrote: »

They haven't sent a letter.

And how is anyone supposed to know that?

George_Michael

So, they haven't sent a letter but one letter was issued?

Alice_Walker

Do we have pictures of this burn, or maybe a hospital report? Presumably these have been sent to the retailer?

unholyangel

George_Michael wrote: »

So, they haven't sent a letter but one letter was issued?

The letter they did send that annoyed the OP was the one he refers to in his OP.

Its not like solicitors are going to consult customer services before responding to potential legal claims though so I wouldn't say they "allowed" it to be sent.

bigadaj

George_Michael wrote: »

So, they haven't sent a letter but one letter was issued?

No letter for full and final settlement, the letter I was referring to was the original letter at the start of the thread, ie the lawyer drafted initial response that led me to post.

bigadaj

unholyangel wrote: »

The letter they did send that annoyed the OP was the one he refers to in his OP.

Its not like solicitors are going to consult customer services before responding to potential legal claims though so I wouldn't say they "allowed" it to be sent.

Yes, that's correct and I could have been clearer.

Take the point about the interaction between customer services and solicitors, though all the legal responses appeared to be in house and there was arguably a lack of interaction and consistency in their responses.

We were dealing with the customer services director, so he may well be able to influence and coordinate their response, I understand their wish to limit or control their liability but an inflexible initial response can do more harm than good. We see this in many areas, medical negligence being one where you hear stories of huge claims being paid when people state they were more interested in an apology and acknowledgement of harm suffered.

The companies handling of our claim has been pretty good, with the exception of the initial legal letter.

bigadaj

Alice_Walker wrote: »

Do we have pictures of this burn, or maybe a hospital report? Presumably these have been sent to the retailer?

Yes, pictures have been sent to the company.