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			Last update 01/11/2007
	Home	Contacts	Last update 01/11/2007

Complaint

entered by

geoff.pope@tinyworld.co.uk

Complaint

Date

20/11/2003

This is not directly a Lidl complaint, but is against the warranty support promised of their supplier.
I have a Topcom Cocoon 300 telephone system purchased on the understanding of two years warranty. Having a problem in second year, Lidl just referred me to the manufacturers warranty.
This required me to contact a company called ABX, at Unit 12 Central Park Estate, Hounslow, TW45DJ. (00800 5760 5760). I subsequently had to return the equipment to this organisation at my expense, around £5 postage.
It was subsequently returned to me, after about 5 weeks, with a new battery fitted but with the same fault - basically one of the two handsets just doesn't work. In the meantime, I had written to ABX, concerned whether they had received the equipment, as no acknowledgement was given. ABX are however uncommunicative, and also unhelpful. No postal response whatever.
When I phoned ABX again, to report the unsatisfactory repair, I was told my only recourse was to contact their (Topcom ?)technical department in Belgium. They offered a Fax number as being the only way to do this, denying knowledge of phone or e-mail.
Not having Fax facilities, I traced the e-mail address, to place my complaint. I made it clear that I required the phone repaired or replaced without further expense to myself.
The e-mail reply from Topcom required me to return the phone once again to ABX still at my expense.
At this point, given the cost of post, plus delays, relative to the value of the equipment, I am inclined to write it off to experience.
BUT don't believe the two year warranty on Topcom products via Lidl !

When we looked into this matter we found that ABX was merely a logistics company which forwarded items for repair to Topcom in Belgium. We consequently contacted Topcom in Belgium on behalf of Mr. Pope and we pointed out to them that they are now in breach of their own warranty agreement having failed to repair the phone and we asked them to make arrangements to collect the faulty phone from Mr. Pope and to repair or replace it without any further delay. They reacted very promptly and phoned Mr. Pope within 24 hours.

Mr. Pope e-mailed us on the 24th November 2003 as follows:

Further to our previous correspondence re Topcom telephone purchased from Lidl.
Many thanks for your help.
After more than two months of getting nowhere myself, I today received a telephone call from Topcom in Belgium promising to send me a replacement unit.
The caller confirmed that ABX are merely a transport/handling agent. However that doesn't excuse them being so downright unhelpful
Looks like all will be well now, so thanks again.

Mr. Pope also confirmed on the 1st December that he had now received this replacement phone:

Replacement telephone is now received and working.

Thanks once again for your help, and ultimately, thanks to Topcom for eventually resolving the problem

It's just a pity that ABX proved to be so uncooperative when Mr. Pope wrote to them trying to find out what happened to his phone.

Complaint Status: Closed


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