Charging cable caught on fire

Zebra881

They asked for the cable back.

They wouldn't give me an address to send it to, having already been told by someone in store that they would just throw it away.

I went to to the store with it as instructed and they couldn't give me my original sales receipt back for a £300 console of I handed it back with the charging kit.

I told head office about this and they told me I could keep hold of the cable.

Yeah... "stuff". No need to be rude to me.

I have the address now and will send it to them but their response to the whole thing was that I have to claim on insurance I dont have, after they changed their mind and said I could keep hold of the item.

Zebra881

Thank you KatrinaWaves... I appreciate your help.

Originally I asked for a response within 28 days, I was a bit upset by the whole thing for reasons mentioned. Their email response said they will resolve within the timescales set on my previous email, and I am within my rights to keep the item. They said they were investigating. If the store have said they will throw it away anyway and at first they wouldn't tell me their postal address I did think, well how can I prove to them that it was faulty?

I have taken on board your comments.

KatrinaWaves

Zebra881 wrote: »

They asked for the cable back.

They wouldn't give me an address to send it to, having already been told by someone in store that they would just throw it away. Ignore what the person in store told you! Again I am not 100% sure that an item you say sets on fire, yes when plugged in btu still, is a good idea to post

I went to to the store with it as instructed and they couldn't give me my original sales receipt back for a £300 console of I handed it back with the charging kit.

I told head office about this and they told me I could keep hold of the cable.

Yeah... "stuff". No need to be rude to me.

I have the address now and will send it to them but their response to the whole thing was that I have to claim on insurance I dont have, after they changed their mind and said I could keep hold of the item.

They said to claim on the insurance AFTER you wouldn't give them the item. That makes 100% sense. if the insurance company is involved there will be a proper investigation if they want to claim their money from a third party. Of course if you are claiming on the insurance YOU need to keep the item!

Honestly you story seems quite muddled. Could you not have photocopied your receipt so you have a version? It all seems a bit blown out of proportion. The fact a phone advisor couldnt speak to you about it clearly shows there have been conversations and discussions and they dont want anyone else speaking to you so they have put you onto one point of contact.

KatrinaWaves

Zebra881 wrote: »

Thank you KatrinaWaves... I appreciate your help.

Originally I asked for a response within 28 days, I was a bit upset by the whole thing for reasons mentioned. Their email response said they will resolve within the timescales set on my previous email, and I am within my rights to keep the item. They said they were investigating. If the store have said they will throw it away anyway and at first they wouldn't tell me their postal address I did think, well how can I prove to them that it was faulty?

I have taken on board your comments.

You are within your rights to keep the item. You paid for it, its yours. That has no bearing on the investigation which they still cannot do without the item.

Again, the people in the store have no say over anything. Forget what they said.

Zebra881

I will just forget what the person in store said to me. The refusal to hand over the item at first was because of the receipt situation. I do have copies of the receipt but if my xbox broke in a few months time I didnt know whether they would accept the copy as proof of purchase and I would have lost a lot of money. Yet they wouldn't take the cable back without me giving them the orginal sales receipt. Sorry if that seems muddled. I would never just refuse to give it to them for no reason. I did offer to send it.

Most of the back and forth correspondence was within 24hrs after I reported it. Then about a month later when I called for the address as I had emailed again and had no response. Then 24hrs after I sent the LBA they replied and there were multiple emails back and forth between myself and the customer services manager, and one call on the same day. When I have called for an update they just said it's with that manager who hasn't got back to me. I'm not persistently calling them or anything.

I think I will call them and ask for the manager who was dealing with the complaint and explain that I am willing to send the cable to them? And see what they say?

JJ_Egan

Step One



Forget LBA Insurance and court first start at the beginning /






Essentials if you want to claim against them .
Give them the item and receipt to prove purchase .
No receipt and it could be purchased at any shop.

KatrinaWaves

I you withhold the cable from them then your court action will fall at the first hurdle.

Id honestly draw a line under it, get the cable to them, and go from there. Forget about court for now as you havent tried to help the situation yet and the court won't deal with it.

AndyPix

Soory, no rudeness intended..


I was trying to make the point that the only relevent bits of your post could have fit onto 3 lines , and that all that other stuff, whilst feeling important to you - is irrelevent to the complaint and has no bearing on it - it all just serves to put people off reading/understanding the issue and ultimately, helping you

Zebra881

Thank you everyone, you have been really helpful. Sorry I haven't replied to people directly. I rarely ever post on forums and couldn't figure out hew to quite individual posts.

I have calmed down a bit and looked at the situation from a fresh angle. I have just got off the phone to the manager who is dealing with it who has said quite honestly he doesnt know what I should do but he feels they have been unreasonable in not giving any kind up update, timescale etc. We agreed that I am going to take the item into the store in an envelope addressed to their health and safety manager. He said that if the store does just throw it away then this is a serious issue and one which they would look into. They are not refunding me at this point because the cable is still mine and I am sending it to them to look at, so they shouldn't need my sales receipt and therefore proof of purchase for the other items. I have accepted that I was hasty in sending the LBA and said that I am happy to wait for their outcome.

He said that they asked me to claim on my insurance but when I said I didnt have any nobody has got back to him and I told him what you said here, which is that you have probably asked this because I didnt give them the charging blocks. He agreed this is probably why but said he will chase it up again today.

I think I was probably being a bit hasty or mistrusting because of how much it has stressed me out for reasons I have given but I agree were a bit irrelevant. I don't go out much other than to work and have lots of visitors so I'm house proud and this annoyed me so much I probably just overreacted. Thanks again for the advice.

HopeAndDriftWood

Just on the insurance front - are you sure that you need to be declaring cancelled insurance on these grounds? It might be worth talking to an insurance broker. My understanding is that cancelled insurance usually relates to fraud and miscommunication, and some insurers will take on people whose issues were only payment related. It probably won't be the cheapest insurance, but having none at all is really risky.

I hope they look at it quickly for you.