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    • Hello everyone! I have just stumbled upon this website and read through some of the topics. Unfortunately the thing that I was incredibly scared of happened: Hermes lost my package. I would like to ask you guys to help me. I have never been in this situation and I am really not sure what to do. So I wanted to return a laptop I bought on Amazon (worth £2000) using Hermes. As Amazon couldn't create a drop off label for the item they advised me to send the item back myself, after which they would issue the refund to me. (Also there was no option for them to print a hermes return label, which is weird). I dropped the item off at one of Hermes' drop off locations (ParcelShop) on the 2nd of October around 13:00. I have waited more than three weeks now and the tracking still hasn't been updated. It is stuck at "We've collected your parcel from the drop off point and it's on its way" - 3rd Oct 13:02. I have contacted Hermes regarding this issue and I got the following reply:  Thanks for getting in touch with us about parcel number ###. We're so are sorry that despite an extensive investigation, we haven't been able locate your parcel. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim. During our claims process, if your parcel is located, we will endeavour to deliver this to your recipient as quickly as possible. Our aim is always to complete all claims within 14 working days of receipt. https://support.myhermes.co.uk/app/ask Should you wish to submit your claim, please complete the following online form: https://support.myhermes.co...... Please note if you choose to refund your customer before this claim is finalised then you must do so at your own risk. If the parcel is located it will be delivered to the intended recipient and the claim will be closed Now I have submitted a claim but the maximum value that I can claim for was 999 (half of the original value) and also I didn't buy any insurance (because it tops out at 300 only...) so I am sure I am not eligible for a compensation (plus laptops are on the non-compensation list). So I am thinking about suing them for negligence and I would very much appreciate if someone could help me with this. Do you think I have a right for a full refund? After all they lost something that was mine. I feel like there must be a way to make them liable for this. Another question: amazon doesn't really want to help me, they tell me that it is Hermes's fault and they can't help me with the refund unless they get the laptop. I was told that if THEY issued the Hermes return label, they would have been able to refund me. But in this case I organized the return so they can't help me. But I am not sure if they realize that it was THEIR customer services assistant who told me to send the laptop by a choice of my courier (there were only two shipping methods for the return: me organising the whole shipping part myself or hermes home-pickup. First I opted for the latter but after waiting 5 days for them to collect it I contacted amazon where they told me they would cancel the refund process and I should send it by myself). Please help me guys, I am torn, I feel like my hands are completely tied here. Thanks for any help!  
    • If thats your driver, you must be bloody furious at the utter cobblers (referred) spun in the leave campaign then.  
    • This was my first (and last!) experience using Hermes to deliver a parcel. I learnt the hard way...    I posted a valuable item (my precious & perfect guitar) with Hermes that was delivered damaged. I paid for insurance and after an absolute nightmare getting in touch with them, then waiting 28 days, they said it is not covered.   However the recipient stated there is signs of rough handling to the package, therefore Hermes are still at fault. When I responded with this to them they replied:   ..."I assure you that any damage is not a lack of care from our couriers; they take great care of all our parcels in transit. Any damage done to parcels within our delivery process will have occurred whilst being sorted by the automated, heavy machinery within one of our large depots."   Surely this does not absolve them of liability?!   I sold my guitar on ebay for £265 and have had to refund this plus the £20 postage I paid in good faith that my guitar would reach the buyer intact.   I now am out of pocket and with my once pristine guitar damaged.   I am heartbroken about it, plus the stress it's caused, was only even selling due to being a new mum and not currently working, I could cry (well I have several times). Anyway was just looking for any advice re: attempting to take further cheers.
    • Pleased we can at least agree on that.  
    • I will await the final confirmation tomorrow I also attach the Draft Order, please can these be checked Andyorch and BankFodder before I submit these online tomorrow I of course will amend the details to add the names etc before I send this. In the Leicester county court Claim No. ... Before District Judge ……… Dated 23//10 20… Claimant/s Mrs XXXXXXX   and Defendant Goosedale Draft Order     IT IS ORDERED THAT: 1. . Pursuant to CPR 19.4.1 and CPR 19.2.2 (a) it is requested that a second claimant Mrs xxxxxx be added to this claim. It is desirable to add the new party so that the court can resolve all the matters in dispute in the proceedings. 2. The proposed amended particulars of claim be reserved Pursuant to Practice Direction 19 ( 2.1 ) ###### End of Order ######     Amended Particulars of claim for N1.   The claimant and second claimant joinder seek reimbursement of £7700 paid to the defendant on XXX date 2019 in respect of a frustrated contract for a wedding venue booked for the XX date 2020 and which was cancelled by the defendant as a result of implementing government restrictions in respect of Covid 19 Legislation.The principle claimant makes this claim pursuant to Contracts (Rights of Third Parties) Act 1999. The defendant has refused to refund the contract price. The claimant seeks £7700 plus interest plus costs.     N244_web_0818 COMPE.pdf
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    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
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    • Oven repair. https://www.consumeractiongroup.co.uk/topic/427690-oven-repair/&do=findComment&comment=5073391
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    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
       
      We had a 10yr  finance contract for a boiler fitted July 2015.
       
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
       
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
       
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
       
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
       
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
       
      You only have to look at TrustPilot to get an idea of what this company is like.
       
        • Thanks
      • 3 replies
    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
       
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
       
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
       
      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
       
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
       
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
       
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
       
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
       
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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Crossed water meter - won't reimburse £1000 overpayment!!


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Hi all

 

I'm hoping one (or several of you!) can help regarding an ongoing issue with the truly appalling United Utilities.

My father has lived in his flat for 10 years and he has a water meter; around 3/4 years ago his bills began slowly to rise and around 18 months ago (early 2008) his bills rose to the point he had to lend money from me and my brothers to pay - he was also made unemployed at this time. Of course dad repeatedly contact United Utilities to tell them he thought the bills were incorrect and asked a year ago for someone to look at the meter. They finally sent someone on 31st July 2009.

 

The inspector confirmed after full checking that the meter was crossed. The bill my father has been paying belongs to another flat, and the meter attached to his supply is paid by another property. The inspector confirmed which meter should be attributed to my dad's account, and confirmed that the reading on that meter was 811. In May 2009 my dad's bill read 1220 units. He has thus paid an extra 409 units (£1000, or 2666 days of water).

 

Dad rang United Utilities a few days following the inspectors visit, and he was told that the inspectors report would be used to amend his account and repayment would have to be fully worked out. Two weeks later dad rang and they had taken no action. They told dad another inspector would have to view the meter and this would take 2 months.

 

I then spoke to United Utilities, and after being verbally abused by staff and overtly lied to, they acknowledged that they did not need to send an inspector to my dad's flat, they needed to send it to the flat who had been paying my dad's bill. In short, even though they accept which meter supplies my dad's flat, and that he has overpaid massively, they are refusing to return his money unless they can make a clean swap with the other flat who has paid his bill. The other flat is currently vacant, and the landlord is uncooperative. Can they really sit on dad's money and continue to force him to pay for water he has not used?

 

I have contacted my dad's MP who has agreed to get involved - but the consumer council for water are not interested as we have not received a 'deadlock' letter (UU won't issue this because they argue they can continue chasing the other flat until whichever time they see fit).

 

Thanks!

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The answer is that you should now put a stop to this nonsense and issue a serious unltimaatum and then sue for the money. I owjuld suggest that 7 days is quite a long enough to give them.

Not only should you get your money back but you should also sue for the profit whcih they have made on your money. This means that you should sue for restitutionary damages.

Whatever happens, you should not accept a mere reimbursement. You should seek proper compensation for what has happened

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Thanks so much for that reassurance. UU insisted that this swapping-only policy is standard practice and that we have no right to complain. Its good to know that we aren't mad.

 

One query though - how would we go about suing? Dad is still unemployed (which makes this all the more horrendous) so we don't have the money to pay for solicitors.

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Making a Claim This link will take you to the HMCS site where you can get info on what you should do/think about before you make a claim, how to make a claim, etc.

 

You don't need a Solicitor to make a claim you can do it for yourselves and the info on the site will show you how to do this. However, you may find it useful to get some free advice i.e. CAB, local law centres. Your dad may be able to get legal aid either for pre-Court help and advice or for representation in Court. You don't know until you ask.

 

Have you gone through their complaints procedure. Their complaints leaflet states that you can complain and if not happy with their response ask for an independent review. If not happy with the review response you can then go to the Consumer Council for Water. This is also confirmed on the Council's website. They don't want to send you a deadlock letter but if you have letters showing you have been through their complaints procedure then the Council have to investigate. If you do not have letters showing this at the moment put your complaint in writing stating it is a formal complaint and then ask for a review stating I want a review of my complaint. Keep copies of these letters so if they do not state complaint or review on their responses you can still show the Council that this was what you requested and that they responded to your letters.

 

Good luck. Why should your father suffer because they can't get someone else to co-operate? This is how they treat someone who has paid their bills? It's disgraceful.

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