Here is my log:12.7.19 I purchased a Lieberr FF from Sue Ryder Portswood £189.00 + £20 delivery.18.8 I was informed by my tenants that the appliance wasn’t working. I phoned Reactive Insurance (the company who SR have an arrangement with ). I was told they will not send someone out until I carry out a manual defrost, switch on and try again.I did as requested and still it did not work.22.8 I phone Reactive again. They arranged for an technician to come the nest day.23.8 Technician came. Said that three parts were needed, have to order.17.9. I phoned for update. Tecnician visit arranged for 19.919.9 Technician arrived but one of the parts was incorrect. He said Reactive will call me 2-3 days to arrange next steps. 24.9 I heard nothing so I phoned. They say report was sent yesterday to SR. I am told SR should call me tomorrow.24.9 Re-work phoned me to arrange a replacement FF. We agreed on a John Lewis FF and arranged delivery for 1 October.1.10 FF was delivered.10.10 I was informed by the tenants, ahead of my visit to the house to put away the temporary Fridge and freezer that the SR very tall replacement FF was delivered by a single man crew and that damage was inflicted on one of the door architraves and kitchen vinyl. 11.10 I went to the house and saw the damage for myself. 16.10 I called into SR shop in Portswood. Manager said it’s got nothing to do with them. I insisted it has as my contract is with them regardless of the subcontractors they use. She gave me a SR number to call for redress 01604 593 680. I phoned whilst in the shop but no one picked up and there was no facility for leaving a voice message. 17.10 I received a complaint that now this FF was not working either. 17.10 I phoned Re-work. We agreed that the FF would be taken away. She is to phone me when she has a date for this. 17.10 I emailed Re-work/Homeagain:Dear Sir/Madam,Following my conversation with [contact person] today regarding this second malfunctioning fridge-freezer, I also raised the issue of the damage caused to my property by the delivery man when delivering this most recent fridge-freezer. Immediately following this email I will forward you the email from my tenant providing details of the damage caused. I have been advised that the delivery person was by himself even though it is clear from the size of the appliance that two people are required. Please advise on the process you have to compensate customers for damage caused. Also my tenants have requested compensation for the food that has had to be disregarded as a result of the fridge malfunctioning. On a corresponding note, [contact person] said she will phone my tenant [name] probably tomorrow to arrange collection of the appliance, ahead of arranging for reimbursement. However if it is difficult to contact her please will you phone [name] on xxxxxxxxxxxI look forward to hearing from you soon.Yours faithfully,Mr Watmough25.10 The FF was taken away.31.10Dear Sir/Madam,Please will you confirm receipt of the above email sent two weeks ago regarding the damage. I believe the fridge-freezer has now been taken away.Yours faithfully,Mr Watmough6.11Dear Mr Watmough We have now completed our internal investigation in to the allegation of a Rework delivery driver causing damage to your property. We have concluded that there is insufficient evidence to suggest the Rework delivery driver committed this damage. 1. The damage should have been reported to Rework office immediately after delivery or to the driver whilst at your property not 17 days later. 2. The driver has assured myself he followed Rework processes and procedures during installation.3. Taking in to account the length of time between the delivery and date reported we are unable to conclude Rework committed this damage. Regards, [name]Reuse Operations Manager6.11Dear Mr [name]Thank you for your reply. However I find your response unsatisfactory for the following reasons:Your points 1 and 3 are one and both the same. Number 2 is predictable but the evidence proves otherwise. More-over ,1. The damage caused is entirely consistent with a large fridge freezer being handled by a single person struggling to manoevre it in position.2. The damage was reported to me on 10 October. I went to see it in person on 11 October. I then reported it to Sue Ryder on 16 October. They provided me with your contact details. I note also that my email was sent to you on 17 October and the reply came on 6 November . This is one day short of three weeks before even receiving an acknowledgement of my complaint, let alone a satisfactory response This does not fill me with confidence that you are customer-service oriented.I regret to say that unless I hear from you offering terms of compensation within 7 days I will be taking the matter further. Please advise what your escalated formal complaints procedure is.Yours sincerely,Mr Watmough6.11Dear Mr Watmough, This damage could have been caused from previous deliveries as there is not sufficient evidence to suggest that any damaged was caused by Rework. Could I suggest that you follow up with Sue Ryder. Kind regards,[name]6.11Dear Mr [name]Being the landlord/owner of this property I can confirm that this damage was not present before this delivery.Please indicate what evidence you suggest could be reasonable excepting CCTV footage?Yours sincerely,Mr Watmough8.11Dear Mr Watmough Thank you for your response we regrettably understand your frustration. Your points have been noted I can confirm there will be no further action, as a full investigation has been carried out by Rework and our previous decision stands. Regards [name]27.11 After having to chase by email I was reimbursed the full cost of the FF and delivery following my visit to the SR shop.In between times I had to provide a FF for temporary use which was very inconvenient. In conclusion, I do not intend to buy electrical goods from Sue Ryder again and if they have any respect for their customers I will expect compensation for damage caused.
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