Vince Edwards

The building company recommended was top-notch, with excellent and reliable cradtsmen who would go a step beyond to recommend ideas and creatively suggest solutions without trying to up the costs.

We love the results. Thankyou.

My problem has arisen with the IMO app. Prior to using the app I was satisfied on a pay as you go basis getting a good wash each time. (Radford Road, Coventry UK)

Using the app I secured what appeared to be 6 prepaid washes which reduced the cost per wash. Just before my first visit to my local IMO I checked how to use the app at the IMO. I was shocked to find that what I had really secured was 6 washes per month at a price of £69.99 per month. I immediately cancelled the payment and made a complaint to IMO. Just before complaining I went to the wash purchase section of the app to see what had gone wrong. It became very clear that the app does not make it obvious that by buying 6 washes one is really committing to a monthly subscription. Indeed, I struggled to see where that was made clear. Effectively, I was deceived via the app.

In my complaint I explained the error and asked for a full refund. A week has passed, but my complaint has not been acknowledged.

I require three actions.
1. a full refund to recompense me for the loss of £69.99 x 2
2. Modification of the app to ensure that it is clear that purchasing washes commits one to a monthly subscription.
3. Respond to my original complaint.

Failure to action any one of these requests will confirm to me that IMO is running a pre-purchase scam.

I visited Go Outdoors, Coventry, yesterday, to buy some hiking trainers. I found exactly what I wanted out of a wide range of styles, quality and price. The floor assistant, Sue, was very helpful and quick in getting the right sizes for me to try and offered related advice in a kind and friendly manner.

At checkout I was dealt with politely and in a helpful way by Beeby (Becky?), who pointed out that I could get another pack of the socks I bought for half price.

Thank you folk!

Damian Gnatkiewicz was our fitter this last three days. He has done an excellent job and kept the house clean and tidy. He was communicative and flexible when we needed adjustments and improvements to the plan. Thank you.

For me Oatly is the best non-dairy milk. It is creamy and without an overwhelming taste, so it's perfect with tea and coffee. I also use it for making porridge. If you are trying to reduce dairy intake for environmental reasons this is an excellent substitute, but if you need lots of calcium in your diet, consume something else with plenty of that nutrient.

One niggle though. The carton cap has been remodeled so that it is hard to remove it completely and then screw it securely back on. More often not the carton leaks when you shake it.

I have been with Tomato energy for a year now, having had a 15kW battery retro-fitted to my existing solar panels. The installation process went almost perfectly, but my concerns are more to do with aftersales.

1. The MyWatts site, where one's energy usage and billing is supposed to be read and appear automatically, is still not running properly. I still have to place my monthly reading manually.

2. I have not been billed in 12 months despite placing the readings in MyWatts and emailing them to TE monthly. I am concerned that I will eventually be hit by a massive bill. I have complained for a year now with nothing effective being done.

3. I have concerns that my bi-directional solar power generation meter is not working properly. My feed-in-tariff supplier has detected that my feed to the grid is much higher than before retro-installation. I have to send photographic evidence to prove my readings. I have suggested that maybe my meter is wrongly wired, but no one has come to investigate.

4. One good thing is that, because my energy usage is not being read in real time, Tomato Energy have said that 90% of my usage will be billed at 8p per kWh rather than the standard rate. When I eventually get billed, I will see if they can keep a promise.

5 Conversations with the tech and customer services teams have always been good. However, they seem unable to effect change.

Delivery of our laminate planks was no problem with a 2-hour timeslot given and kept to, and a 30-minute warning too. The driver did his job with no fuss.and politely.

Our one reservation, not the driver's fault, was that the plastic wrapping of some batches of boards was damaged. A little rain had made it through to some of the boards. There appears to be no water damage. This is, I believe, a storage or handling problem.

I have no general complaints about the connection provided me by Fusion Fibre. Speeds are generally higher than promised, latency and jitter very low and there are virtually no outages. I have detected only one short outage overnight since I joined in November 2023.


However, one weakness in the service caused me problems over the Easter holiday, whilst I was away for the week.

Whilst away from home we like to connect to our home network via VPN and to stream from our Plex media server. Unfortunately, two days into our holiday, a Sunday, we lost contact with our home router. A quick check with my ThinkBroadband quality monitor showed that my home internet connection was down. I called customer services straight away.

Customer Services were unable to help check whether my area connection was down, or if the problem was with my premises, because the technical department wasn't working until the Tuesday after the bank holiday Monday! It was very frustrating to know that my problem could be resolved if only Fusion Fibre would fund minimal technical support over weekends and bank holidays. I waited, as asked, for a call from the technical department on the Tuesday. No call came and I wasn't prepared to spend all my family holiday chasing Fusion Fibre.

When will Fusion Fibre be upgrading their technical support to include weekends and holidays?

EDIT in response to Fusion Fibre's answer to my review:

I looked hard for a Fusion Fibre response in my emails after my initial complaint. I could see none. Having looked back to the relevant dates I have found two emails from a colleague of yours, but with nothing in the email title to suggest it was from Fusion Fibre. The email appeared to be from a random person so will therefore have been overlooked. It wasn't very useful anyway, because it suggested that I rebooted my router even though I made it clear that I was away on holiday.

I did find a later, clearly titled email from Fusion Fibre, but that was to tell me that my direct debit had been used to pay my monthly bill!

Incidentally, when I got home the following week I found that my dual WAN router had been connected, but to my back up connection via my SIMS mobile dongle. This connection closed when my data allowance ran out. So, it appears that my initial problem was caused by a Fusion Fibre outage.

Grrrrr!

I just now made a claim for an item I had sent as a gift. The gift was broken on arrival even though I had labelled it fragile and packed it securely in foam, wrapping paper and bubble wrap. To break the item it would need to be thrown or dropped from a great height.

The claim was refused on the grounds that my item was prohibited because it was ceramic!
1. The list of prohibited items is very long indeed. There isn't much that isn't on it.
2, At the point of buying the parcel delivery there is no clear prompt directing customer to this list. The order form includes a box for entering the type of goods. I entered 'ceramics'. Wouldn't that be a good point at which to alert customers, by using a simple keyword alert, that their item cannot be carried? I suspect that DPD don't want us to see their prohibited list before purchase and have made it so comprehensive to avoid paying out on claims as much as possible.

I will not be using DPD for sending any items in the future.

Great little company FACTCO. Shame about City Fibre.

I'll start with the negative.

My experience with FACTO has been negatively affected by factors that are mostly beyond their control, i.e., their network host City Fibre, who completely messed up my working migration from another ISP thus delaying the start of my new service by almost four days over a frustrating weekend. However, the way in which FACTO customer services and technical support operatives have managed the delay has been magnificent.

I would like to mention, particularly, Megan McClymont (Customer Services and Technical Support), who patiently dealt with my frequent phone calls and support ticket submissions. Megan did her very best to get City Fibre to prioritise my case and get them to fix my connection woes promptly. In the end she took things into her own hands, scrubbed my contract and got me off to a fresh start. Within 45 minutes I was connected, with one minute to spare before she clocked off for the day. Well done and thank you Megan!

One of my frustrations with FACTCO, and the reason I didn't give them five stars, is that excellent and equipped staff like Megan are not available 24/7 for residential customers. Their non-office hours customer service personnel are excellent but not able to address technical issues when most residential customers need them in the evening, early morning and at weekends. Their function is more TLC than practical. I truly hope that FACTCO can plug this customer care gap very soon. A broadband connection is as important for ordinary folk like me as running water and an electricity supply. We need them constantly. Network operators and ISPs need to recognise that.

I truly hope that next time I review FACTCO, I can give them a full five stars.

This is how a repair plan is meant to be.
1. It was easy to book a slot to repair our fridge.
2. We were kept informed about the visit and a check was made on why it was needed. The technician gave us a narrow time slot and also rang 30 0minutes before arrival.
3. On arrival he was very polite and business-like. He got down to diagnosis and repair straight away, ,taking great care over moving items out of the fridge.
All completed with the hour. No mess left and I was assisted in putting things back.

Well done! Thank you.