@pierrekiang wrote:
Snip....
Any tips on how to escalate such a case and get at least an update on response? I can't believe no one has even bothered to reach out to me after such a long time.
Oh I can and alas the only thing that will get anywhere is to involve a solicitor and start formal legal action!
To your first point, I would find it very unlikely that the original installer ever reported anything back to VM (they may be outsourced contractors anyway), or indeed if there is even a mechanism to do so. What he told you about the 'resolutions team' was simply what you wanted to hear so he got away and onto the next job. To be honest, I'm not 100% sure that the 'resolutions team' actually exists!
The VM complaints system does indeed appear to be fundamentally broken anyway, as you have noticed. Normally we advise to make the complaint, bide your time and then escalate it to the industry adjudication service CISAS - however in this case this won't be within their remit.
Hence, I can't see any other way other than a small claims action in Court, you will need to provide evidence that it was the VM installer that broke the stand and that they were negligent, which might be easier said than done. Now VM might try the old 'well he wasn't one of our employees so nothing to do with us', which is rubbish as he was acting as an agent of VM and hence they are responsible.
How much are we talking about here, by the way? Realistically, you might well just need to suck it up and forget about it, but certainly remember it when considering if you want to stay with VM and/or if anyone asks you for your opinion on them.
