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Mod Kieren

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Everything posted by Mod Kieren

  1. Ford are covering it all! Woohoo! 100% contribution to the repairs. That's a brand new engine, when replacing one that has done 40k miles
  2. I have quickly received the response "Please confirm what it is you are expecting from us, you have had a vehicle for 6 months and done above average miles in that period, so the vehicles was sold to you in good conditional and very much fit for purpose, therefore this is not an issue of consumer rights. We are actually trying to help you not pass the buck but your issue is with what is covered by warranty and not if the vehicle was fit for sale, as the belt that went was not due for replacement and there is no way we could have predicted this failure. I will therefore pass your emails on to our legal team and inform them to expect your legal action, they can then correspond with yourself direct any legal representation you wish to use, you will therefore need to speak with Marshall’s and Ford UK about having your vehicle repaired with them. I will send copies of the services carried out as a spate email but as I stated before, the belt was not due to be changed so therefore will not be on any invoices. Regards Darren" I'm not sure what I feel in receiving that. Makes me feel a little more uneasy in being confident that I'd win in court - what do you suggest I respond to this?
  3. I responded Dear Darren, Irrespective of the warranty, you, Evans Halshaw are the supplier, and are bound by the provisions of the Consumer Rights Act 2015. I am not interested in buckpassing, or any further delays. This response is not satisfactory, and the clock is still ticking following my letter before court action. I would appreciate the full detailed service history and any and all work done on the vehicle being sent over, preferably, it can be sent over via email, or posted to my address: ... Yours sincerely,
  4. "If you need us to supply any evidence regarding service history and work that was done, please feel free to contact myself or Stef." I will make a response along those lines, but should I request those documents at this time - given that they are offering? Also, I am going to get in contact with Barclays to update them on the situation, and find out if they've gotten anywhere for me.
  5. That is what it looks like to me - I don't know the actual process details behind the scenes with ETIS, all I know is that it's Ford's online technical info centre, I don't know if repair garages have to use it, even if Marshall have made a mistake there, that doesn't make Evans Halshaw innocent under my potential claim. With regards to LBA, that's already what I've sent and they are responding to now, with 14 days notice, mentioning specifically 28th December as the date I will send out court action.
  6. I have been speaking with my work shop team regarding the engine issues you have had and I understand that you were speaking with Stef my aftersales leader prior to speak with myself. For some reason there is no open session on ETIS for your vehicle which is the 1st step prior to speaking with Fords prior approval department, also they seem to have carried out a lot of work before carrying out these actions and then telling you Ford would not cover this under warranty. What I suggest is that you go back to Marshalls and ask them to contact Ford as to why this is not covered, I would also contact Ford customer services and ask them to speak with Marshalls direct. We will help out where we can but without the vehicle being on site and an session being opened on ETIS, there is not much more we can do from here. If you need us to supply any evidence regarding service history and work that was done, please feel free to contact myself or Stef. Regards This is the response I just received by email - I have forwarded it on with comments about my conversation with Evans Halshaw, to my contact at Marshall Ford anyway, to find out their comments and to inform them. Do you suggest responding to Evans Halshaw making it clear it is them I am holding responsible?
  7. How much is normal for claiming back "inconvenience"? Is this generally something that's looked for?
  8. Yeah, that makes sense. If they got Ford to offer anything of like 70%+ contribution, I'd be in a situation of serious consideration - as you mentioned earlier in the thread, I have used a proportion of the engine's lifespan already. Feeling semi hopeful - but not expecting too much at the minute. Just want this nightmare to be over with really, not being able to drive is quite a downer, specially this time of year. My understanding of MCOL online, is that I can set up the claim fully, up to the point of actually sending it, and it is saved in the system for me to come back to - I will likely do this at the weekend so it is ready to fire come 28th. I'll be away from home at the time, until the first week of the new year.
  9. Useful advice - thanks. I guess the overall goal is to convince them I am seriously going through with this, and will not back down, encouraging them to act sooner. This all should be easier when dealing with him in an email conversation too. Assuming they do get back to me tomorrow, I'll update the thread with the response. Also, no word back from Barclays yet, I'll make a call to them on the direct number I have for my case manager there, to get an update on anything from their perspective and to let them know what's occurred.
  10. I sent letter by recorded delivery and also saved out a PDF version of the letter attaching it to an email and sent that over. No traditional acknowledgement email back from their customer services so far. Received an email response stating: "We’re sorry to hear that your issues haven’t been resolved. We will chase this up for you today and someone will contact you shortly" Will be interesting to see what they say. Okay - update: Evans Halshaw customer services pushed the issue to someone at the Bedford Dealership, who called - he acknowledged the letter that he'd seen through the email chain, and wanted to discuss it with me, and get an understanding of the situation. He said he doesn't understand why I am going after Evans Halshaw, and mostly denied responsibility, bleating about warranty. I stood my ground claiming several times, regardless of the warranty, my statutory rights under the Consumer rights act still stand and therefore I am holding Evans Halshaw responsible. The guy seemed shocked, and kept on acting strange, I believe trying to sway me to believe it is Ford I should be chasing after for the warranty, but of course I didn't back down. I told him to read the diagnosis and information sent over from Marshall Ford, which I discovered he hadn't read, despite being in the email chain and referenced in the letter too. He said he will contact Marshall and also speak to Ford, and see what he can do, saying he will get back to me today or latest some point tomorrow. I recommended he emails me any information since I am at work - to which he agreed. So nothing as of today, expect a response tomorrow - he seemed to firmly believe Ford should cover it, at least to a large contribution of the cost. We'll see. Suspect he may just try to delay, but they may push Ford a lot more than Marshall if he is genuinely worried about it going further.
  11. Few quick questions: For the LBA, would sending via email be sufficient, or should I send by post, or both? If sending by post, I should be serving to their head office, rather than the specific branch I'd assume too - and addressed to whom in particular? With regards to documents I'd be using as evidence, I've read a few different things, should I be including copies of these documents, or simply listing?
  12. Well, unless I get contact early Monday, I will be sending them an LBA on Monday. They have completely just played delaying tactics so far, not even meeting their own 3 day policy. Hopefully then they'll actually honour me with at least some kind of response, but obviously at this stage, I am fully committed to going through with court action.
  13. Well, Evans Halshaw missing their own 3 day policy may well be a gauge of how serious they're taking this matter. No email response from them, over 3 days since I initially contacted.
  14. I imagine a lot of the time customers feel as if the company is already working on it and they have no reason to make further contact until they receive a response. Seriously though, trying to force you as the customer to adhere to their policies as well as stating that it's confidential! That's remarkable, ha.
  15. Following on from emailing over the repair costings and information to Evans Halshaw, and informing them that Barclays are also involved to Evans Halshaw indicating that I was looking for an urgent and immediate response. I received another generic reply from a different member of the customer care team there, just apologising that my issue had not been resolved yet and that she is going to chase this up, and reminded me of the 3 working day policy. If this is adhered to, I should get an actual response tomorrow as my original email was sent Monday.
  16. They are adamant the damage was caused by the aux/drive belt and pointed to evidence to indicate this, so unfortunately that isn't going to happen. Barclays have already been contacted and they are opening their investigation and will look to contact their direct contact at EH head office. With regards to court action, I don't think the consideration of warranty would come into the matter at all if I understand correctly, that my statutory rights under the CRA would still apply, as clearly the sold vehicle has not been of sufficient quality, whilst it has done 40,000 miles, (40% the life of the belt), I was also sold it at 30,000 miles and it obviously should have been of better quality to not cause this current situation - but maybe I am missing something to your point.
  17. Bar the odd bus journey, there haven't been any substantial losses otherwise as I've been able to get lifts to and from work - mainly it's been the inconvenience of it all. I will keep records and receipts of anything that does arise though.
  18. Sorry, missed that. Yes, so, I read through some of the documentation I found online, and had a look at the money claim online site too, set up an account to familiarise myself with the actual process and the different details needed there too. They list fees in a handy table, and also works out that doing it online offers better fees than doing it via paper form. Fee to issue the claim, for a claim of between £3k and £10k, would be £185.00, and then if the following events lead to an actual hearing, the trial fee would be £335, for any claim of over £3,000. Any such fees incurred would be reimbursed by the defendant, Evans Halshaw assuming a victory I presume would be standard practice?
  19. Yes, I will go ahead with sending over the quotation, and will include Barclays in the conversation. As you say, Barclays don't necessarily have to act quickly - she stated that they will act as quick as possible and the maximum delay for an outcome would be 40 days, so it doesn't souns promising that it would be fast. She said she may well be able to sort out a courtesy car in the meantime which would be wonderful too. I certainly see no harm in continuing my conversation with Evans Halshaw as long as Barclays are informed. It may encourage Barclays to deal with my case before others too I would figure.
  20. I have this quotation saved out in PDF format, and it is ready to go to Evans Halshaw. Before I send, just a quick update after my contact with Barclays partner finance - so as mentioned earlier in the thread, Barclays technically own the vehicle, I paid £3k directly up front to Evans Halshaw, and roughly £3,500 on finance with Barclays Partner Finance (BPF). I spoke to someone today in their complaints department, whom I outlined the situation to, informed them that I have a quote for the repairs from the current garage, and that I had sent an initial email to Evans Halshaw stating that I am holding them responsible (along with the details). The woman at BPF seemed very keen to help with this situation, and I obtained direct contact information for that person, telephone and email address, and specified email as my preferred contact method. She requested I forward the quote from Marshall Ford to her, to which I have done, and she said she will get this complaint set up ASAP, contacting the supplier, Evans Halshaw and Marshall Ford too if required. She informed me that the intention for Barclays, will be to attempt to get Evans Halshaw to cover the repairs, and if not, an option could be to reject the vehicle essentially, returning it to Evans Halshaw and agreed with me that the vehicle indeed, is certainly not up to the expected quality. The call was recorded too. Now that I have an email contact at BPF, I can CC them in on any dealings with Evans Halshaw too. Do you recommend now still to send the quotation over to Evans Halshaw, giving them an update on the situtation now that the engine needs replacing, and CC in BPF? Also, yes, I have an integrated masters degree in Mathematics. Any reason you ask?
  21. I have now got in writing from the repair garage, Marshall Ford, a detailing of work done so far and costings included. "On inspection of vehicle [car reg] found auxillary belt broken up and entered cambelt cover. Stripped out cambelt cover to remove debris and check timing, engine timing out, retimed engine with new cambelt and turned engine over by hand. Engine turned over very easily. Carried out engine compression test, no compression on cylinders 1,2,3, & 4. Removed cylinderhead found valves had contacted with pistons causing cylinderhead damage,damage to all 4 pistons and cylinder No3 bore scored. Requires complete engine replacement to rectify concern Cost of labour for inspection. retime engine fit cambelt, carry out compression test, remove cylinder head & replace engine 16.4 hours labour = £1623.60 +vat Parts =£2417.58+vat Total cost of repair =£4849.42 inc vat Some sundries items may be requierd these would be extra "
  22. I cannot acutally do anything with that, since my company would enforce policy that I cannot defame any organisation under a twitter account representing the company.
  23. Yes, that makes sense as a minimum. I'm almost certainly looking at going without my car for potentially awhile now, unless Evans Halshaw choose to act and take the repairs into their hands now. I cannot afford to pay the £4900 myself to have the work done, and then look for a reimbursement. I should also note, myself and my colleagues have 10s of thousands of twitter followers, and have the potential to cause a stink towards Evans Halshaw if that would be helpful. I have 13.5k myself, and others in my team have well over 20 and 30 thousand.
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