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Dog and Partridge landlord fuming at steam cleaner row

By Uttoxeter Post and Times  |  Posted: August 26, 2014

By Richard Castle

Dog and Partridge Marchington,Landlord Paul Needham with faulty steam mop

Dog and Partridge Marchington,Landlord Paul Needham with faulty steam mop

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A PUB landlord claims he was punished for 'no good reason' after his warranty on a domestic steam cleaner was 'rendered void' before he had even used it.

Paul Needham, landlord of the Dog and Partridge, in Marchington, recently bought the cleaner from the Original Factory Shop, in Uttoxeter.

The product was immediately faulty and Mr Needham was given a replacement, which had the same fault and was 'completely useless'.

He called the store on Monday to try and get a refund.

However, he claims his warranty was scrapped – an assertion disputed by the Factory Shop – when his wife mentioned they 'might use it to clean the pub kitchen floor'.

Despite the fact the couple had not even used the product, according the Mr Needham, he was told the warranty had been scrapped 'there and then'.

The landlord claims his wife's comments meant shop bosses decided the cleaner would be used for industrial, rather than domestic, purposes.

Officials from the Original Factory Shop dispute this and claim staff offered Mr Needham a refund when he could bring the product back and his warranty was, in fact, still valid.

Mr Needham said: "First of all, I don't see any difference between our pub's kitchen floor and anyone's kitchen floor at home.

"Secondly, we hadn't even used the product, so it baffled me that they could invalidate our warranty.

"It's just ridiculous."

"If they want to argue the toss for the sake of not very much money, then I'm quite prepared to let it go.

"But I just think this needs highlighting because we've been penalised for no good reason in my opinion."

Colin Legatt, marketing director for the Factory Shop, said Mr Needham had misunderstood the situation.

He said: "The customer was told his warranty would be invalid if he used it for commercial purposes – this is a domestic product.

"He was offered a refund on Monday and told he could return it at his convenience.

"An email was sent to our online call centre at 2.30pm on Monday that was forwarded here and this was the first we knew of it.

"By then Mark, the store worker Mr Needham dealt with, had already offered the customer a refund.

"We work very hard to give great customer service as well as providing great value.

"We are very disappointed to hear of any instances where this falls below the required standards."

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