Need Help With "Whatever Happens Policy" PLEASE!

[Shimmy]

Using purely common sense here - they are effectively accusing you of abusing it by allowing the mouse in. I'd simply ask them to prove it.

 

they said i was neglectful because the mouse was inside destroying my cooker, they can prove it was in there since it wrecked the cooker and in their eyes i was neglecting the cooker and it is my fault the cooker is destroyed because i did nothing to stop the mouse, which i knew nothing about

 

mary

[Shimmy]

I have phoned the number Chris provided for me and requested to speak to the manager or someone who is in a position of power to deal with my case.

 

I was told that they are busy and will be ringing me back tommorow.

 

I threatend them by saying that if i do not get this resolved i will take legal action again them.

 

Do you think this will work, and do you think i would have a leg to stand on if i did take legal action?

 

Thanks

 

Mary

[ForestChav]

they said i was neglectful because the mouse was inside destroying my cooker, they can prove it was in there since it wrecked the cooker and in their eyes i was neglecting the cooker and it is my fault the cooker is destroyed because i did nothing to stop the mouse, which i knew nothing about

 

mary

It is this they would have to prove. Not that the mouse was there and that the mouse caused the damage - that YOUR (in)actions caused the mouse to get in there and cause the damage. In other words, that the mouse getting in there was a situation you caused, not one which happened accidentally.

[Shimmy]

ok thanks forestchav, i will mention this when im on the phone with them again.

 

Mary

[Shimmy]

Just recieved the call from the manager.

 

She has told me that the engineer who came out to repair my cooker reported to them that i had an infestation of mice, instead of just one mouse.

 

Even though i specifically asked him "do you think its a family of mice" and he replied "no, normaly if there was more mice then when i started moving the cooker about they would all run out of the cooker scared" But since that never happened and he only found one mouse corpse i am wondering why he reported there being an "infestation of mice" in my cooker.

 

The manager is getting in contact with the company for which the engineer works for to ask him directly what he saw and to give an accurate report of the event.

 

I will keep you updated when i get more information

 

Mary

[AtlantisZPM]

It is regretable that it seems the engineer is completely two faced. However your issue is with a manager so you are one step closer to get the issue resolved. If they think you had an infestation then maybe this could be disproved by an exterminator that could you get to write a report and if its found you don't they should be paying for the report? See what the manager says now they are aware of your side of events not the two faced engineer.

 

Also ask them to investigate how much the repair would cost? If its worth the issue being dragged on.

[Shimmy]

It is regretable that it seems the engineer is completely two faced. However your issue is with a manager so you are one step closer to get the issue resolved. If they think you had an infestation then maybe this could be disproved by an exterminator that could you get to write a report and if its found you don't they should be paying for the report? See what the manager says now they are aware of your side of events not the two faced engineer.

 

Also ask them to investigate how much the repair would cost? If its worth the issue being dragged on.

 

I have no idea why the engineer would report back there was an infestation when he only found one mouse that was dead. Hopfully the manager will sort out the problem and speak with him to clear up a few comments.

 

The only problem with getting out pest controll is they would want in access of £60+ which i really dont have, i barely make £400 a month right now since i am only working 3 hours a day after my life saving operation in december, and 75% of the £400 goes on bills.

 

The engineer said that the cooker is behond repair since the mouse had destroyed several wires and that companys do not replace the fire retardent stuff, so they will either give me a voucher to get a new cooker or they wont.

 

Considering i have been paying insurance for the cooker for three and a half years i am suprised that they are not even battering an eye lid at my claim, its not like i claim often with stupid things such as "i dropped my 50 inch tv down the stairs because i tried to carry it by myself"

 

I am a genuine customer who is paying genuine hard earned money for a problem that was not my fault and they dont seem to care.

 

Lucky my son buys charcoal and makes a small fire in the garden for me to cook food on for the family, but its not a way to live, we have been having nice weather the last few days but what happens when it rains or gets colder, i cant cook on a small fire outsite.

 

I just cant get them to see where i am coming from, i hope that the manager has a heart just to give me a voucher to buy a new cooker

 

Mary

[Shimmy]

FINALY!!

 

I have contacted diffrent people and have solved the problem (hopfully)

 

First of all i was waiting for the manager from the whatever happens team to contact me today since she told me she would be contacting hotpoint (makers of my cooker) and asking the engineer why he said there was an infesation of mice instead of the one mouse that he reported.

 

I waiting untill 3pm and still no phone call, so i decided to phone the company and just check up with them, i took the name of the person i spoke with yesterday before the manager, but i never took the managers name.

I phoned up and spoke to a very rude man who kept trying to prevent me speaking to anyone apart from him, and was adamant that i never phoned yesterday and spoke to anyone, i asked to speak with a manager but he declined saying she wasnt in, even though she was supposed to phone me back today.

 

He then went and spoke to her, turns out she was there, and he comes back reporting that she had heard nothing from hotpoint about the engineers report and would be phoning when she does hear anything.

 

Well i was at my wits end by now and i was so frustrated i phoned hotpoint personally asking them why they cant take 10 minutes to speak with the manager from the whatever happens team just to sort out my problem, guess what? turns out the manager from the what ever happens team NEVER EVEN PHONED HOTPOINT!

 

At this point i was so furious that i asked the person at hotpoint to personally phone the manager (whos name i now knew) and speak to her why she failed to phone them.

 

After a 15 minute wait the women from hotpoint spoke to me again, stating that the women forgot and was going to do it later, but im pretty sure that she was just going to fob me off and presume i would forget about it!

 

The women from hotpoint demanded that they honour thier agreement and replace my faulty cooker or there would be trouble. So currys are going to be replacing my cooker instead of giving me a voucher like they normaly will, but im just glad that they are giving me a cooker!

 

I am so pleased that it has finaly been sorted out and i thank Nadia, the women at hotpoint for helping me get to the end.

 

And of course i thank all of you who have put your time and effort into helping me get to this result, truely from the bottom of my heart, thank you so much to:

 

chris-t-2k7

dx100uk

ForestChav

AtlantisZPM

shazawm

Conniff

labrat

 

 

And anyone else who helped in anyway, thank you so much! :)

 

Mary

Edited May 26, 2010 by Shimmy