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    • The second one?  The first one they haven't collected it is still sitting here waiting for Hermes to pick it up.    The second they didn't offer a returns label yet, to be honest they have done nothing with it.    If I stick with the same model around £320 ish at the moment, if I change to the Dewalt (amazon don't sell it) £500 ish but it is a completely different model and better.    However in either instance I have to be given cash to put towards it not amazon vouchers.
    • you don't need legalise at all.   100's of suitable no paperwork/holding defence example here already  use our std format    why didn't you chase the SAR to vanquis? they only had 30days? you ideally need to findout where this phantom payment came from, cause if its not by you or fake/mistake on their system, you could nail the case shut by filing our SB defence.   but you've had a month to do all this and wasted it...
    • Why haven't you return this one? And how much would it cost to buy one elsewhere?
    • Sorry, I thought I had read what I needed, and just needed to submit the final part to dispute it. I now know different.   For my defence all I can think to say  ( I don't understand all these laws/terminology) is ;    I vaguely recall having dealings with Vanquis some 8 years ago, and cannot recall the specific details of accounts or agreements which the claimant refers to - I sought further details via a CPR13;14 and CCA request. Whilst I received a letter of acknowledgement no further details were forward to myself. Without such evidence I deny any breach of agreement and/or any money owed to the claimant. A SAR has been sent to Vanquis for further clarity on any old debt I may have with them.   Thank you again for your time. I have made sure I have all evening/morning to go over everything I need to.
    • The item is from amazon - https://www.amazon.co.uk/gp/product/B07RWCCT7P   The original order was placed on the 8 March 2021, this order was cancelled as there was a technical issue with its despatch.   A replacement order was created 27 March 2021, this arrived damaged on the aluminium table top.  A replacement item was ordered, this was placed on 8 April 2021. This also arrived damaged in a similar way, the item has not been returned.     Amazon still get confused with the first order as they keep stating for me to send it back (courier hasn't been to pick it up yet). As I contact them and ask them to resolve the situation all they do on chat is tell me to send it back to the. They advise they will escalate it to another department but as with today the latest reply was please use the label to return the item for a refund.    Yet I have repeatedly stated in the chat this doesn't concern the original item which you have not collected yet, but the replacement. Which they state they will escalate. I just seem to go round in circles.    The item was purchased at the time for £272.00   It was paid entirely in vouchers.    They tell me that I can buy it again from another seller but I can't go elsewhere as it is in vouchers.     I did attempt to contact Bosch and explain the situation, they did state they should be able to collect it and replace the top.  However, they haven't come back to me, I did chase them today but no response as yet.    To be honest I am frustrated and at this stage the effort and time I have spent I would prefer to get my money back (as cash) and go buy a Dewalt one!   What is more frustrating is that Amazon (trying to be the most customer focused company as they keep telling me) are abysmal at handling anything other than the support from the idiots on the chat/phone.  There is no formal complaints process to escalate the issue.    How best should I approach this?  
  • Our picks

    • Ebay Packlink and Hermes - destroyed item as it was "damaged". https://www.consumeractiongroup.co.uk/topic/430396-ebay-packlink-and-hermes-destroyed-item-as-it-was-damaged/&do=findComment&comment=5087347
      • 32 replies
    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
      I opted for mediation, and it played out very similarly to other people's experiences.
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
      Many thanks, stay safe and have a good Christmas!
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
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I'm not sure where I stand or what I can do to be honest but anything is worth a try. PC World and the tech guys have messed me about a lot, my laptop was first booked in on the 11th of November. I was told by the tech guys team the issue I was having (Laptop wouldn't enter start up) was due to a hard drive problem and was made to pay for data recovery. Well i didn't have to but was told they would have to replace the hard drive and I would lose everything, I'm studying graphic design as you can tell my laptop and its data is extremely important to me.


PC world took a week to recover the data before sending it off to be repaired, I was told 10 working days, after 2 weeks I hadn't heard anything so went into the store only to find out my laptop had been 'repair' and was sitting there for 4 days. They didn't contact me to tell me it was there. I know they had the correct details for me as the rang me to pick up my data.


So the shop assistant was a waste of space, he knew nothing about computer and when i mentioned a refund for my data recovery he basically said it wasn't possible and walked off. My laptop didn't hard a hard drive problem I was told it was a keyboard issue which had been repair.


Two days later was the first time I had to sit down on my laptop and I discovered in fact it hadn't been repaired properly, although I could now get into the system my keyboard was sticking. I rang Tech guys and booked it in for collection. Even though I told them my new address (I have a different address on my cover plan, my parents) They turned up at my parents to collect it.


So my dad, who works for tech guys rearranged it for me to be pick up from the store. The return address being listed as his home up north because I would be there for the Christmas. When I was at his I got a phone call saying it had been delivered to the store in London. On talking to tech guys and PC world support, I finally got them to rearrange the delivery to my fathers. At which point it sat in the work shop for 8 days, I received two texts saying a tech was working on it, they would be in touch within 5 days.


However it was meant to have already have been repaired, I was told by tech guys it had to be sent to their warehouse to be sent back out again and it wouldn't be sat around in the warehouse. Well I just got a phone call from my father saying it turned up today. Now I'm back in London, for something the promised to delivery before Christmas this is really starting to annoy me. Now I have to wait until I can afford to pay the 47.50 return fare to get my laptop.


Not sure where I stand or what I can do in this matter, I have kept all service docket, receipts of collect etc. And have a list of all the names of people I have spoke to about this within the Dixon group.

Edited by pinkladyz
Fixing typos
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You have missed a couple of words, so are you saying that the hard drive did 'not' require replacement and that all your data is on there and intact?

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Sorry, Yeah all the data was still on the laptop, all the did was replace the keyboard strip, and didn't replace it properly hence the keys sticking and the second repair being needed. Not sure if this is important but it's Hp and was only 6 months old when booked in for repair in November.

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You must reclaim your payment for data recovery. You should take it to the nearest PC World, explain about the keyboard and demand it is repaired properly.


Don't be fobbed off with any telephone the tech guys or manufacturer rubbish, it is their problem and their problem alone.

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