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    • Thank-you dx, What you have written is certainly helpful to my understanding. The only thing I would say, what I found to be most worrying and led me to start this discussion is, I believe the judge did not merely admonish the defendant in the case in question, but used that point to dismiss the case in the claimants favour. To me, and I don't have your experience or knowledge, that is somewhat troubling. Again, the caveat being that we don't know exactly what went on but I think we can infer the reason for the judgement. Thank-you for your feedback. EDIT: I guess that the case I refer to is only one case and it may never happen again and the strategy not to appeal is still the best strategy even in this event, but I really did find the outcome of that case, not only extremely annoying but also worrying. Let's hope other judges are not quite so narrow minded and don't get fixated on one particular issue as FTMDave alluded to.
    • Indians, traditionally known as avid savers, are now stashing away less money and borrowing more.View the full article
    • the claimant in their WS can refer to whatever previous CC judgements they like, as we do in our WS's, but CC judgements do not set a legal precedence. however, they do often refer to judgements like Bevis, those cases do created a precedence as they were court of appeal rulings. as for if the defendant, prior to the raising of a claim, dobbed themselves in as the driver in writing during any appeal to the PPC, i don't think we've seen one case whereby the claimant referred to such in their WS.. ?? but they certainly typically include said appeal letters in their exhibits. i certainly dont think it's a good idea to 'remind' them of such at the defence stage, even if the defendant did admit such in a written appeal. i would further go as far to say, that could be even more damaging to the whole case than a judge admonishing a defendant for not appealing to the PPC in the 1st place. it sort of blows the defendant out the water before the judge reads anything else. dx  
    • Hi LFI, Your knowledge in this area is greater than I could possibly hope to have and as such I appreciate your feedback. I'm not sure that I agree the reason why a barrister would say that, only to get new customers, I'm sure he must have had professional experience in this area that qualifies him to make that point. 🙂 In your point 1 you mention: 1] there is a real danger that some part of the appeal will point out that the person appealing [the keeper ] is also the driver. I understand the point you are making but I was referring to when the keeper is also the driver and admits it later and only in this circumstance, but I understand what you are saying. I take on board the issues you raise in point 2. Is it possible that a PPC (claimant) could refer back to the case above as proof that the motorist should have appealed, like they refer back to other cases? Thanks once again for the feedback.
    • Well barristers would say that in the hope that motorists would go to them for advice -obviously paid advice.  The problem with appealing is at least twofold. 1] there is a real danger that some part of the appeal will point out that the person appealing [the keeper ] is also the driver.  And in a lot of cases the last thing the keeper wants when they are also the driver is that the parking company knows that. It makes it so much easier for them as the majority  of Judges do not accept that the keeper and the driver are the same person for obvious reasons. Often they are not the same person especially when it is a family car where the husband, wife and children are all insured to drive the same car. On top of that  just about every person who has a valid insurance policy is able to drive another person's vehicle. So there are many possibilities and it should be up to the parking company to prove it to some extent.  Most parking company's do not accept appeals under virtually any circumstances. But insist that you carry on and appeal to their so called impartial jury who are often anything but impartial. By turning down that second appeal, many motorists pay up because they don't know enough about PoFA to argue with those decisions which brings us to the second problem. 2] the major parking companies are mostly unscrupulous, lying cheating scrotes. So when you appeal and your reasons look as if they would have merit in Court, they then go about  concocting a Witness Statement to debunk that challenge. We feel that by leaving what we think are the strongest arguments to our Member's Witness Statements, it leaves insufficient time to be thwarted with their lies etc. And when the motorists defence is good enough to win, it should win regardless of when it is first produced.   
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    • We have finally managed to obtain the transcript of this case.

      The judge's reasoning is very useful and will certainly be helpful in any other cases relating to third-party rights where the customer has contracted with the courier company by using a broker.
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Damage caused by engineer


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Hi

 

Not sure if i have come to the correct group for this. I bought a tumble dryer from hoover 6 months ago and something went wrong with it last week so i called out an engineer. After taking the whole dryer apart the engineer discovered the problem and ordered a part. When the engineer left i noticed a lot of deep big scratces along the sides of the dryer which wasnt there before, my dryer is stand alone and doesnt touch any sides so it couldnt be scratched any other way. the enginner didnt use blankets or anything and i have a tiled floor which would easily scratch a shiney black surface. I wrote a letter to complain and someone came to take photos of the dryer. I got an email back today to say that they ask the customers to pull thier own appliances out so there is no damage caused by the engineer and basically fobbed me off.

I have written back to them asking when did they ask me to pull out my own dryer and also do they ask the customer to take thier appliances apart as well, its a ridicuals answer to my complaint.

 

Is there anything else i can do? Im quite upset that i can spend so much on a dryer and they cause the damage and i have to just put up and shut up.

 

Thanks

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Before you have any further dealings with anyone on the telephone, please read our customer services guide.

 

Which is the company that sent out the engineer?

 

Please could you post up the email that they sent you.

 

What is the value of the tumble dryer new? Please would you post good photographs of the damage.

 

There is no doubt that the company which employed the engineer is liable and if necessary you can sue them in the Small Claims Court. The question will be as to what remedy you will get.

 

Of course, you would like to have a new tumble dryer because you are justifiably concerned about the aesthetics of it which have now been affected.

 

The company would prefer to say that you are simply entitled to a measure of compensation because the functionality of the tumble dryer is completely unchanged. They would want to say that it is simply cosmetic damage.

 

I think that in addition to photographs of the damage it would be worth seeing photographs of the tumble dryer in situ. Is it in a kitchen? Is it in a utility room?

 

If the tumble dryer is in a kitchen where people normally have access to and that it is clearly a bit of an eyesore, then given the fact that the tumble dryer is fairly new, you have a good case for a replacement – or a refund of most of the money you paid.

 

If on the other hand the tumble dryer is in a utility room or garage so that it is not really part of the decor, then it may well be that you would have to accept some compensation for cosmetic damage.

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Its Hoover/Candy that sent the engineer out to me.

 

I think the tumble dryer was about £380 i need to have a look for the exact amount.

 

I have tried taking photos but because its shiney and black they dont come out very good, they did send an engineer out on Monday who took photos.

 

The dryer is in my kitchen.

 

I spoke to Citizen advice and doesnt look like i have a leg to stand on.

 

Here are the emails, sorry it makes this post very long

 

My first email to complain:

 

I would like to make a complaint about the customer service i have recently experienced from Hoover. I called customer services on 26th Jan to book for an engineer to come out to my home to repair my washing machine and my tumble dryer which are both under 6 months old. When the engineer turned up on Friday 30th Jan he told me that only my washing machine was booked in. I called customer services to complain and to find out why, and they confirmed that only 1 appliance had been booked in. I asked if the calls were recorded and could they please listen to the call i made on 26th Jan. Which they said they are recorded and they will investigate, I am still waiting for a reply from that. The engineer did manage to book in my dryer for repair on the same day but didn't have the part to repair it that day after taking the whole dryer apart. When the engineer left I noticed that both sides of my dryer where badly scratched which i believe happened when the engineer took the machine apart. When i called back customer services to complain i had to hold on for 27 minutes before someone answered the phone. The message was " we are very busy with other calls at the moment please hold on for a few more minutes and we will answer your call" when i eventually got through to someone i told him how long i had waited for him to answer and he told me " oh that's strange as our call centre isn't busy and we are all waiting for the phone to ring". Now that call has probably cost me in the region of £5 as i believe the premium was 12p per minute. This tells me that Hoover are ripping off customers by making them hang on the line when there are people in the call centre free and ready to take calls. I do hope you have my call recorded? Before buying my washing machine and tumble dryer from Hoover i had never bought a Hoover product and after my experience on Friday i will never buy another product from Hoover again. Please can you look into my complaint, and i look forward to hearing from someone soon.

Reply:

Good Morning,

Thank you for your email,

We were indeed sorry to learn of the issues you have raised and apologies for any inconvenience experienced, with regards to our internal investigation we are not obliged to advise you of the outcome, however we can assure you we take our complaints serious.

With regards to the scratches on the side of the appliance after the service engineer has left we do advise customer should take out their own appliances, so no damage can be done to customer’s appliances we were sorry to learn that you waited 27 minutes on our telephone line and when the operator answered the telephone said they were waiting for calls this has been escalated to the call centre manager, however as a gesture of goodwill we would like to offer £30.00 for the inconvenience caused, if you would like to accept this offer please let us know whom to make the cheque payable to.

Your return visit for the service engineer to fit spare parts has been made for Tuesday 10/02/15, job reference number 1125574. Once again please accept our sincere apologies for the obvious inconvenience caused, assuring of our best attention at all times.

Kind Regards

Customer Correspondence Team

My reply:

Hi

Thank you for your email. I'm quite concerned that you advise customers to take out their own appliances, please can you tell me at what point is the customer told to take their own appliances out? I was never advised to do that. I'm also wondering do you also advise customers to take the appliances apart for the engineer? If you read my first email I said the damage was done when the engineer took the machine apart and the scratches where caused probably due to the parts being scraped along my kitchen floor. I feel you have pushed that part of my complaint aside by offering me £30 compensation which is not good enough, in the mean time I have a 6 month old dryer which is now cosmetically not acceptable because one of your engineers didn't take good enough care of it. Can you please let me know what you intend to do about the cosmetic damage to my dryer?

Hoover reply:

Good Morning,

Thank you for your email,

We can only apologies for the damage of the scratches made by the service engineer, whilst he was repairing your appliance, unfortunately as this in only cosmetic there is nothing we can do as it doesn’t stop the workings of the machine, but we have reported this to his manager. We would never advise our customer to take there appliances apart as this would void your warranty. The offer of £30.00 is our full and final offer.

Once again please accept our apologies for any inconvenience caused.

Kind regards

Customer Correspondence Team

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On what basis do citizens advice so that you don't have a leg to stand on? They are completely wrong.

 

In terms of your photographs, have you been using flash? If you have then this would explain the bounceback into the camera lens. Most digital photography does not need to be done with the use of flash. The only time you really need to use flash with digital photography is when the scene is backlit – meaning, for instance when the sun or a very reflective surface such as the sea is behind your subject so that your subject will be in silhouette. Then you use flash to balance the backlighting.

 

As you're taking photographs indoors, please take them without flash and you should notice a difference.

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On what basis do citizens advice so that you don't have a leg to stand on? They are completely wrong.

 

In terms of your photographs, have you been using flash? If you have then this would explain the bounceback into the camera lens. Most digital photography does not need to be done with the use of flash. The only time you really need to use flash with digital photography is when the scene is backlit – meaning, for instance when the sun or a very reflective surface such as the sea is behind your subject so that your subject will be in silhouette. Then you use flash to balance the backlighting.

 

As you're taking photographs indoors, please take them without flash and you should notice a difference.

 

They emailed me again to say I can take photos and send them to the liability dept who will deal with my complaint. I will try the photos again today. Not sure why they didn't give me that option in the first place. Or are they just passing the buck again? Shocking.

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