Jump to content

  • Tweets

  • Posts

    • These vaccinations are going to be regular, I believe about every 6 months.  This is going to require local vaccination centres for years until they have a vaccine that provides longer protection.   Most GP surgeries are not going to be able to continually provide this vaccination service and provide all other services. They might help out during lockdown as a one off, but to continue having a constant flow of people for vaccination is not going to be possible.  My local GP surgeries are over subscribed, with it taking 3 weeks to get an appointment, so they are not taking part in this. Luckily we have a privately run NHS minor injuries unit with more room and they have been vaccinating patients.    
    • British households could be set to save less money than they did before the pandemic over the next five years as the country embarks on a £45billion spending spree, it has been forecast. View the full article
    • Just for info   Family member had oxford A/Z jab and had 40 degree temperature for 24 hours or so the day after Seems to be OK now and lateral flow showed negative for what thats worth
    • Start off by listing the DCA's and the amounts please
    • I understand that you may have suffered an injury and that you have memory problems. Obviously is not a good situation. However, you have to engage with this thread closely if you want to make headway. It is difficult for us to take an interest and then find that there is no contact for two months and then we have to start again refreshing our memories and being enthusiastic about supporting you. If your lack of contact is because of a memory problem then I think that you probably should make a note on a Post-it or something and put it in a prominent place so that you can remember to get back to us. It is very important for you – because you can be certain that the one people won't forget are Vodafone and eventually their debt collectors who will start to put pressure on you and start to make your life very uncomfortable indeed. I see that back in January I advise you to send Vodafone an SAR. Have you done this? It is an essential step. Also, as a matter of interest are you still with Vodafone? I'm afraid Vodafone are a very troublesome company. They are very inefficient – the only thing they seem to be really good about is about debt collection. There are extremely poor at dealing with problems when things go wrong. The one company we haven't had any complaints about so far is GifFGaff and they offer month by month no contract Sim cards. In effect they sent Sim cards out like confetti and no contract is ever started until the Sim card is actually activated in a telephone. This means that there can be no mistake and no commitment until you have actually made the choice to open your phone, put the card in and then to switch on the service. Even then, you are only bound for a month and then another month and then another month and another month – but you choose. As I say, we've had no complaints here. Have you sent Vodafone the SAR?
  • 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
      • 27 replies
    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
        • Haha
        • Like
    • 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
  • Recommended Topics

Faulty goods robot from france thru UK reseller

Please note that this topic has not had any new posts for the last 1174 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



I am not sure I am posting in the right section so apologies in advance.


I bought a humanoid robot, ordered in May (2017), received June.

It developed a fault in July after general setup.

Contacted the reseller I bought it from and he advised me to send the robot back to the manufacturer in Paris.


I logged a support call with the manufacturer

they went through the process of checking,

asking me to do various things including sending them videos of the fault which they eventually confirmed that it needed to be returned for repair.


I thought nothing of it

(I now realise, I should have requested a refund or replacement -as it was within 30 days).


I paid the courier service to return the robot to Paris

after nearly a month the robot was returned,

with nothing to indicate what had been done to it

or what the problem was with it.


I sent an email asking this question

had no response from the support department.


Please note that the robot is an essential part of my work as I teach robotics and run workshops

during that time I had to cancel my bookings and shift things around a bit until I got it back.


Since the robot's return in September,

I have had a number of deaths in my family so had not spent much time using the robot.


I used it to create a programme which I could not finish because of the family issues.

Everything seemed ok when I did use it although a couple of occasions displayed the same issue it had gone for repair for.

As it wasn't significant I had ignored it.


A couple of weeks ago I was at a meeting with a large company who offered me some consultancy work where they were interested in running a project with my robot, I decided to create a programme to use as a demonstration for them.


In doing so the robot started demonstrating the original fault

this time worse than before

(problem with the motors which caused it to constantly crash).


I videoed this as best as I could whilst holding it so as not to damage it.


I contacted the reseller and demanded from him to sort out the issue between him and the manufacturer as my contract was with him and not the manufacturer.


He agreed to sort things out on my behalf.

He did this ensuring that I was copied into all emails.

I had explained the problem and requested a replacement,

sent the videos I had recorded.


The manufacturer wanted details of the previous return,

which I supplied,

only for them to respond saying that when the robot went for repair,

I had not supplied them with detailed information of the problem (which I had)

they had only checked the robot and it was fine so sent it back.


They also refused my request of a replacement robot however, offered to collect and repair at their expense.


I responded to their email explaining as above and the fact that I was not happy about not being offered a replacement and gave them details as to when they can collect the robot for repair.


my anger, I decided to search online for my legal position and realised that the reseller is the one who should be offering me a replacement or full or partial refund.


The reseller has simply said to me in an email that I should deal with the manufacturer direct and he will help me where he can.

I realise that I should have had this info when the first fault occurred,

then I would have been able to demand the refund or replacement.


We are now approaching 6 months since I received the goods following my order.


Please can someone help me deal with the reseller as I believe that he is responsible as he was paid for the robot and not the manufacturer.

I stated in my last email both of them that I was not happy with them refusing to replace the robot and that I did not feel confident that the matter would be properly resolved since they didn't repair it despite me clearly indicating what the fault was.


Are there any strongly worded letter templates I could use,

or is this a matter for the small claims court against the reseller?


I have also asked who is going to pay for my loss of earnings since the robot has not been fit for me to use as I should?


Any help would be greatly received!






Sorry for such a long post.

Link to post
Share on other sites

onus is on teh retailer to replace and refund. Not you to go to the manufacturer. Who is the retailer.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..



If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks


Link to post
Share on other sites

I would accept the manu offer of a repair

but this time ensure they are aware of the issue.


poss tape a penstick to the things with Videos of what is does [not] do

and your programming routines so they can test themselves.


THEN if that fails go after the reseller,

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

Link to post
Share on other sites

Thank you for your speedy reply.


A tech company called NCI Technologies.

They have been supportive but I feel not enough.

They have acknowledged to the manufacturer that the fault was there from point of purchase.


I have a log of all communications including the exchange before the robot was sent back the first time.


I almost feel powerless but to send it back

also feel I should at least write a strongly worded letter to the reseller reminding them of their responsibility in all of this.


The robot was not cheap but worth the investment due to the fact that it would enhance my teaching work.

since purchase I have not been able to use it in any of the teaching activities I purchased it for.


I have a potential of work with a major Cloud Tech company

now I can't do the demos I said I would do before our project starts as soon as schools open in the New Year.


I am afraid that it goes back for repair and I end up in the same situation again with a robot that does not work properly.

I feel I have been too trusting!


I am still trying to get my head around the Consumer laws of 2015 but need help with writing a letter to the reseller so that he cannot say later that he is not responsible.


Thanks again!


Link to post
Share on other sites

Well I'm sorry to say that very unusually I'm going to disagree with the advice offered by site team member DX100UK


This matter is absolutely the responsibility of the reseller and they should not be allowed to try and pass the buck. Furthermore, you are being urged to deal with it outside the UK so that if you eventually have any problems or disputes about it then you will have to do address it under French law with a French manufacturer. You can take it from me (and believe me I know about these things) that the French reputation for reluctance and poor customer service and denying liability is well deserved.


I would write to the reseller and demand an immediate refund. Tell them that you have already drawn the fault to their attention within the first six months and they have opted to refer you to the manufacturer for a repair. You have done this and the repair has failed and so now under the Consumer Rights Act you are invoking your right to a refund and that's what you want. If you want replacement than tell them that you would be prepared to accept a suitable replacement but this has to be without any delay.


I understand also that you have incurred various losses. I don't think any loss of earnings will be recoverable – unfair as that might seem – but I do think that the expenses of having sent the item to Paris are completely recoverable from the reseller.


Do not be fobbed off. Keep your dispute with the reseller. It is up to them to take it up with the manufacturers in Paris – if they want.


You haven't told us about the value of this item or the value of your losses.


Also, I understand that you may have bought this as a business rather than as a consumer. Is that correct? If this is the case then if you have to bring a legal action then it will have to be in the defendants local court – not yours. I would suggest that you start reading up about how to bring a small claim in the County Court. It is extremely easy and on the basis of what you have told us here, your chances of winning are much better than 95%. You will also be able to sue for your losses – but probably not loss of earnings although you could include that in the claim if you wanted – why not?


Apart from the practical reasons and the legal reasons for advising you to keep this strictly with the reseller, there is an ethical reason also. Where resellers are able successfully to fob their customers off onto manufacturers, it acts as a disincentive to resellers to put pressure directly on the manufacturers themselves to make sure that the items they are manufacturing and supplying are of good quality. If the reseller is held to his responsibilities here then he will be more careful about buying from that supplier in the future or if he does, he will put more pressure on the manufacturer to get it right the first time – and also to be more responsive and more customer facing. Believe me, French manufacturers and suppliers need this lesson more than many others in Europe.

Link to post
Share on other sites

Just to add, I see that you have been with us since 2006. I'm sorry that you have been here so long but haven't thought to come to us much earlier. I expect that you will do the next time.


Also, what is the name of the reseller? They're trying hard to keep themselves out of the frame – but you may as well name them here.

Link to post
Share on other sites

A tech company called NCI Technologies

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

Link to post
Share on other sites
  • 3 weeks later...

So sorry I have not responded earlier. I had two family funerals so have been consumed.


I must admit, I did forget about the forum and was reminded by a popup during my search for advice hence my initial post.

I will remember in future!


Before the last funeral last week,

I rang CAB Consumer rights,

who helped me draft a letter stating that I would reject the offer of a second repair since the 2015 Act meant that I didn't have to accept the 2nd repair.

I am usually good at having all my rights at my finger tips but hadn't on this occasion (consumed by family events).


The letter I sent via email seems to have done the trick.

The seller was not from Ebay but a tech company and he has accepted all responsibility and has offered me a new robot despite initially sending me back to the manufacturer.


At my previous work,

I purchased 3 of these robots

(from another tech company- both I deal with all the time),

so know extensively how they work and have been using and teaching with them since 2013,

this was the first time one had gone wrong within the first month of purchase.


they sent a courier to collect the faulty robot on Friday to return to Paris and received notification yesterday of the replacement robot on its way to me.

I had demanded a new replacement robot as I have a project booked for early in the new year.

Sadly there is only one manufacturer of this particular robot although different resellers so didn't want to get a refund.


I will read the info on making a small claim in the county court as it will be useful as I may need to claim for the cost for the first postage return back to Paris and other losses etc.


Thank you all for your advice and support.

I will definitely come back here first if I have any such issues again (hopefully it won't happen again!)


Wishing you all a very merry Christmas and a very productive New Year!


Link to post
Share on other sites

hey its nice you got a result.


have you approached directly either 'party' about your expenses to date and being out of pocket?



please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...