Jump to content
  • Tweets

  • Posts

    • Hi Everyone, hope you are all keeping well in this strange new era.   On the 17th Sept, my friend booked a delivery to send a parcel to the USA, a vintage sewing machine. The collection and delivery was booked through MyParcelDeliver.Com, and UPS was the chosen courier. They collected it about four days later.   He paid for additional insurance along with the transportation of the item, to the tune of £128.75.   He packaged the parcel very well, packed with bubble wrap and paper and also styrofoam so that the sewing machine was safe in the box. He placed some plastic wrap over this, and he then sealed the box with tape. He videoed this for the buyer, so she could see how well he had packed the item because they were both concerned about the package being well protected.   The item arrived in the USA a few days later. The buyer instantly notified my friend that the parcel packaging was damaged, showing stress from water and general mishandling, and the item was also damaged in various parts, mainly the casing and the base.   He complained to MyParcelDelivery.Com on the1st October, they responded with 'You need to contact UPS...', which he did and also the buyer contacted them and got a response on the 2nd October.   UPS informed the buyer they would like to come and take a look at the packaging and the item, and this is the last she heard from them, she has called them several times, and always they say someone will call tomorrow and no one calls. She called my friend to ask if he could call them too and chase them up, he is Italian, and though he speaks English generally well, he asked me to talk with them on his behalf because he felt they were not listening to him or that he was missing something.   I spoke with them on the 26th October, they said they had sent my friend an email about this, we checked all of his emails, junk/spam too. There is nothing in there, I asked them to resend it, but nothing has appeared despite them saying they have sent it, we know they have the correct email address because they sent a message on the 2nd confirming they are looking into the claim of a damaged package, they also said they were planning on calling the seller 'again' on the 27th, which of course never happened, which she confirmed with me on the evening of the 27th.   Now it would seem to me that MyParcelDelivery is trying to say it has nothing to do with them, despite the booking being made through them, UPS US are pretending they are doing something but have so far done nothing, and we have heard Zilch from UPS UK.   I would like, if possible, some guidance on how to go about getting this resolved because this is just not right, the agent/courier have had their money, but the seller and buyer have been the victims of poor service and damaged goods.   If anyone could point us in the right direction on how to tackle this and get some redress for this, then I would be most grateful.   Thanks and kind regards   Mr B      
    • From December, NS&I is phasing out posting warrants - a type of cheque - to winners. It instead wants bondholders to provide bank details so it can pay the money into their account. View the full article
    • Hi. As you can probably presume by the time this has been posted, I am annoyed. Long story cut short is we bought a new build, got a professional snagging company to come in and make a list of things that needed doing and am now still in the process of liaising with painters / electricans, etc. There has been significant disruption with arranging to be in to help guide the various workmen, etc, let alone the complexities of Covid to deal with as well as having two small children. Tonight we were up until quite late having to prepare things for a painter to come tomorrow to fix all the awful painting and marks on walls / poor finishes, etc. This has (and has had over the last few weeks) had a knock on effect with being tired, work being affected, let alone sooooo much time wasted on discussing the various elements with the developer (who hasn't argued with any of the painting, poor electrics, etc that has to be done). My question is has anyone ever claimed redress for all the wasted hours that have to be spent on doing things like this because a developer rushed to get a house ready on time?
  • Our picks

    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
      • 49 replies
    • Oven repair. https://www.consumeractiongroup.co.uk/topic/427690-oven-repair/&do=findComment&comment=5073391
      • 49 replies
    • 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!
        • Thanks
        • Like

Damage caused by engineer

Please note that this topic has not had any new posts for the last 2090 days.

If you are trying to post a different story then you should start your own new thread. Posting on this thread is likely to mean that you won't get the help and advice that you need.

If you are trying to post information which is relevant to the story in this thread then please flag it up to the site team and they will allow you to post.

Thank you

Recommended Posts



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.



Link to post
Share on other sites

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.

Link to post
Share on other sites

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.


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:


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

Link to post
Share on other sites

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.

Link to post
Share on other sites
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.

Link to post
Share on other sites
  • Recently Browsing   0 Caggers

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...