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Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 32086
Experience:  Over 5 years in practice
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I am a one woman band, trading as a limited company,

Customer Question

Hello. I am a one woman band, trading as a limited company, providing freelance laser services to clinical surgeries. 5 years ago I bought a laser device from a British, family run manufacturer called Ecolite (Greenton (London) Limited). I was offered devices manufactured abroad but I wanted to support British. I also began promoting and selling their 4 devices purely on freelance basis and trained clinical staff but had to stop because my equipment developed multiple faults. It needed repairs so frequently that I lost faith in it's safety and reliability. I've often had to cancel clinics and clients to have the kit repaired, which has been costly me but I've tried to be patient and understanding as know it can be tough as a small company building a brand. However, a recent fault developed a few days prior to a clinic dates when 16 people were booked and I needed it looked at urgently before then. The response from Ecolite's director, Virgil Bhaloo, was "It's not going to happen". I became annoyed and asserted that I'd be claiming lost revenue if they didn't make an effort to accommodate me before my clinic date. I was furious Given the multiple faults over the years that affected my professional reputation and income and it was simply the last straw. I wasn't rude, but very firm and clear about it. He would not let me speak, talking loudly over me and replied that they have a "no tolerance of abuse policy" and sent me a text refusing to Provide me with technical support. The equipment is made solely by them and so I cannot work or earn a living. I'd be grateful for any advice you can give me in terms of my legal rights and best way forward. Many, many thanks.
Submitted: 2 years ago.
Category: Law
Expert:  Ben Jones replied 2 years ago.
Hello what are you hoping to achieve please?
Customer: replied 2 years ago.
Best result would be a successful claim for the value of the equipment, which is valued at 5K, plus damages for lost revenue. I no longer wish to deal with the manufacturers as I have lost faith in their equipment and service but need to claim these funds to purchase a new device.
Customer: replied 2 years ago.
I do not have a service contract with them but they are the only engineers who can service and repair as it is made by them.
Expert:  Ben Jones replied 2 years ago.
Apologies for not getting back to you sooner, I experienced some temporary connection issues and could not get back on the site until now. All appears to be resolved now so I can continue dealing with your query. Could you please clarify what the agreement you have with them is – do you purchase the equipment or lease it? Was there an understanding or any agreement, even verbal, that they would provide technical cover for the equipment?