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    • so her phone is working again now and she happy with that..   they didn't put her on a rolling contract, when she changed the services provided (removed sky) it would trigger a new fixed terms contract of XX mts of which they would have advised her of that upon the phone at the time. thats what all providers do.   as this wasnt too long ago, fire off an SAR and as well as the all info line in our sar template add a line wanting call recording with reps between date ss to date xx lets make sure they did/didn't tell her .    
    • Thanks for your advice. They didn't really reduce her bill when putting her on the rolling contract. She's emailed BT to complain as well about £800 fee. She will have to check where she stands with her mobile contract given she is still paying each month as she still needs to have a mobile phone for emergencies. A lesson on how careful you have to be when changing providers
    • forget CAB you might as well phone bt back as thats about as useless as they'll be.   you can't have a rolling 24mts contract', bt rolling contracts are month to month only, thats an industrywide accepted definition of what rolling means.   what happened here is she earlier changed her 'package' removing skt to reduce costs. as with all providers that invoked = means she entered into a new (in this case) 24mts contract.   she latterly phone to cancel that contract, and thus bt charged her the cancellation fee/loss of revenue over the remaining months of the contract.   the fact that she owes them 'this money' but didn't pay it, then entitled them sadly to cancel the mobile contract, which sadly again they allowed to do.   rock and a hard place if she wants to keep the same mobile number.   Or as long as her phone is not imie blocked by bt (in otherwords she purchased from BT under the mobile contract) but simply locked to BT (which is easily gotten around for a small fee at many shops/market stalls or if someone is tech savvy follow the guides on youtube to unlock the phone for an even smaller fee. and wack a new sim in it.   as for the £800 bill simply ignore them. they'll sell the debt on  and if anyone like Lowells or anyother powerless DCA debt buyer wants to do court, it's easily defended we've not lost one case like that here.        
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • 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
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 31 replies

AEG dish washer damaged New Kitchen Unit

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I bought a brand new kitchen unit which included a dishwasher in May 2020. The dish washer has only been used three times since installation in June 2020.  AEG  (the manufacturer) have sent two  repair engineers x2 times in two  months October & yesterday 16/12/20 because on each occasion the washing machine has not washed the plates  but has instead flooded my kitchen & thereby damaging my adjoining new kitchen cabinets. 


Yesterday's engineer actually pointed out to me that the previous engineer had not properly secured a pipe, which was causing a slow leak into my new kitchen cabinet, which by now was  damaged.  After yesterday's engineer left, the washing machine again failed o work and is has again flooded my kitchen floor.


The brand new dishwasher is not fit for purpose.


1. How do i get AEG to replace the new yet continuously malfunctioning machine  with a new dishwasher &

2.  How do i pursue AEG to meet the cost of replacing the now damaged units?



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Thank you, but that doesn't tell us anything at all about the supplier.
Was the installation carried out by a separate installer? Or was the installation carried out by the supplier?

I suppose it would be helpful if you actually told us the whole story in a bullet pointed chronology – not too much narrative – so that we didn't have to keep on chasing you for answers.

We need to understand the entire situation before we can give you the best advice.

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