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Hi all,
I have a customer (Woman in her 50’s, living on her own) that we have recently completed a repair on her Zanussi fridge. When we had diagnosed and repaired the unit (defrost timer), the customer told us that another local guy (well, a rogue) who calls himself ‘The Appliance Service’ had already been before us and re-gassed it 😯 😕 .
The problem starts here! ‘The Appliance Service’ is a one man band run by a rogue who is causing me quite a few problems down here….. He claims to have numerous Engineers etc, but in reallity it’s just him, he tries passing himself of to customers as us…… basically, without going off topic, all the dirty tricks, he uses.
Anyways, when making further enquiries with the customer, she says that a few weeks back, she called us. We quoted her our charges and (she admits) foolishly she made enquiries elsewhere……. ended up with ‘The Appliance Service’. He attended and quoted £120.00 (inc VAT, and he isn’t VAT registered 😯 👿 ) for a regass. She had apparently said that she didn’t want the unit repaired than came a good sales speech and she agreed.
After being told to leave the unit off for at least 48hrs to settle 😯 , it didn’t start to cool. She then attempted, over the following couple of weeks to contact ‘The Appliance Service’ and guess what….. he wouldn’t return her calls. Eventually she did get hold of him and he apparently told her “I dont guarantee fridge work, especially with your unit due to poor ventillation in the kitchen” 😯
She then called us and that’s where we entered the scenario.
She now wants to report this joker to Trading Standards to claim a full refund, but this is where I can’t advise her….. She paid in cash, and guess what, no Invoice ever turned up! (yes she was told that she would recieve an Invoice 2-5 days after the repair). Her concern is that if ‘The Appliance Service’ deny doing this job, as really, there is no paper trail, has she got grounds to persue this issue, or does she have to accept that she has been a victim of a rip-off?
I have told her that I would make a few enquiries and I would get back to her with my opinion.
Re: Customer seeks help!
Trading standards everytime. She has a phone number as a start, you can bet they are aware of him or if not soon will be. Leave it with them to sort out and whilst You are about it you complain to TS that there is a company on your patch trying to give you a bad name.
Re: Customer seeks help!
Dales-Electronic wrote:Trading standards everytime. She has a phone number as a start
That’s half the problem. To be blunt, she does not have alot of confidence, and was wary about telling us that she had another guy out in first place!!!! I think she is looking for a bit of….. back up I suppose. Does the lack paperwork issue create a problem? If not, I will help her persue this as far as I can.
Re: Customer seeks help!
Hi again Washdoctor
Yes the lack of paperwork will be a factor for TS as unfortunately it will be her word against his, and TS will not pursue it on this basis alone. However, they will note the complaint on file and if other victims do the same, the body of evidence will become overwhelming and eventually TS will take action then.
If say four or five victims come forward in say over a six month period, the guy can expect a visit from them and an informal warning regarding future conduct. If he continues then TS will take the matter formally.
As for a refund, exceptionally unlike as TS have no powers to force this, the only way to do this is through the courts.
If the customer wants a bit of revenge, get her to report him to HM Revenue and Customs for diddling the VAT. They have much more power to crawl up his orrifice than TS do and to gain evidence will set up a sting operation if they have enough complaints to warrant it.
Regards all
Jackal
Re: Customer seeks help!
IMO opinion TS would not be able to persue him because of a lack of evidence in just this issue, but if they receive several complaints of this nature they may try a ‘sting’ operation to catch him. Also IMO this would be worth reporting to the police as this is clearly a case of fraud to get a vulnerable person to part with their money…we know how seriously they take it when bogus callers claim to be from British Telecom etc well there’s not much difference is there?
And yes, C & E would be most interested too.
My advice would be to make the complaint sooner rather than later (to the police), you yourself have been defrauded by this person after all…and the sooner he is stopped the better 😉
Re: Customer seeks help!
clivejameson wrote:My advice would be to make the complaint sooner rather than later (to the police)
The police can only act on criminal matters and not on civil matters. This is a civil case between two individuals where no laws have been broken. 😉
Re: Customer seeks help!
Martin wrote:
The police can only act on criminal matters and not on civil matters. This is a civil case between two individuals where no laws have been broken. 😉
Fraud and deception are criminal matters Martin. 😉
Re: Customer seeks help!
clivejameson wrote:Fraud and deception are criminal matters Martin. 😉
I know Clive but neither apply in this case to involve the Police. Jackal has given chapter and verse as the case stands and any police officer will agree. (Yes – I’ve just looked over my shoulder and she’s nodding at me in agreement – 8) )
Re: Customer seeks help!
Would a phone call from the customer to the HM Tax office and HM Customs go amiss? I Sure they would be interested in someone who does not give out receipts they were in my area :rolls: as Jackal mentioned
Re: Customer seeks help!
maltheviking wrote:Would a phone call from the customer to the HM Tax office and HM Customs go amiss? I Sure they would be interested in someone who does not give out receipts they were in my area :rolls: as Jackal mentioned
Yep…. but they are probably too busy with bigger offenders than to worry about a ‘little fish’! I have suggested that to the customer anyway…. simply because it annoys me that I have to pay my VAT, every 3 Months, without exception + Accountants fees to add it all up……. and that joker can claim it and pocket it…..Not ON!!
I hope that he does get a tug…. 😀
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