House of Fraser - mobile phone damaged due to poor housekeeping

[orangarnold]

Hi this is my first posting on here so apologies if there is a similar post somewhere else.

 

I need some help and haven't a clue as to my next step.

 

I was in the Manchester Deansgate branch of House of Fraser on Wednesday and used the loos, this was around 1815, not sure if noting the time is relevant but it may be, as I went to wash my hands I put my phone by the side of the sink (without going into too much detail my phone fell out of my pocket), as I did this I realised the whole area was swimming in water, I'm not talking about a few splashes, it was a significant amount of water, so picked my phone straight up. The whole phone was waterlogged, even under the screen, there was that much water. My phone is now still waterlogged to the point I've gone out to buy a replacement as I know it's dead.

 

I went to speak to the manager, they were as clueless as me, but took note of my email and said they would get back in touch with me the next day to see what can be done from there.

 

I heard nothing, until today when I received an email with a letter attached this is the lettter:

 

Dear Amanda

 

Further to your visit to our store earlier this week, I am sorry to hear about the problem that developed with your mobile phone.

 

Unfortunately there is little we can do to rectify this situation. Our toilet facilities are regularly checked and cleaned and I understand that the amount of water near the wash basins at the time was no more than the splashes you would expect due to normal use. That point aside, we also cannot be held responsible for where you chose to place your phone as it is not unreasonable to expect water to be on the surfaces adjacent to wash basins.

 

I realise you will be disappointed, but unfortunately we are unable to take the matter any further on this occasion.

 

Yours sincerely

 

 

Jon Shorrock

 

Firstly my name isn't Amanda, it's Hannah. Secondly, not even a goodwill apology.

 

Do I have a leg to stand on to push for a goodwill settlement?

 

Needless to say in the mean time, HoF have lost my custom. I'm 24 and I live in Hull where the main department store is HoF, so that is a considerable amount of custom lost.

 

Any help would be appreciated.

[citizenB]

When you spoke to the Manager, did you not insist they return to the washrooms to see the water ??

[orangarnold]

When you spoke to the Manager, did you not insist they return to the washrooms to see the water ??

 

Yes I did, and they did see it and mention it was bad.

[citizenB]

Then I think you need to respond to Jon Shorrock, pointing out that his assessment of the situation is incorrect and has he spoken to the Manager who agrees with your side of things.

 

If nothing else it will stir things up a bit

[rebel11]

Hi Orange

 

Welcome to CAG

 

Write a Formal Letter of Complaint , mark it as such. Explain whats happened, (he can't even get your name right - make sure you mention this, sounds like a cover up, do you think there was enough water to cause a potential Health & Safety Issue if the water had spilled onto the floor?).

how they have let you down and what you want them to do. Also point out that you, your family and friends spend lots of money there.

 

Send it to :

 

John King, Chief Executive

[email protected]

 

Some Tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

 

Let us know how you get on.