The customer purchased the product 21 December 2012. Note, the device that have been bought was not made for amount and type of works it was used.
One month later 4th of February he adverts to Company with issue and was redirected to technical support with problem. The technical support identify the problem as common issue that could be fixed by the customer himself or maintained in service center. The customer was given the advisory service with detailed description of what needs to be done but he gives us a call and refused to perform any actions by himself. The source of the problem could be a violation of terms of use of a product, but this is hard to identify without assistance of the customer. Due to this the maintenance in service center was proposed. The maintenance in service center was also denied. The customer demands on replacement of the item or full refund. This was refused as the item have been in use for some time and was working properly.
As a result the customer begin to post the correspondence to Facebook and commenting his opinion on our position without responding on any offers to assist from technical support.
Customer: " I WILL NOT REPAIR OR HAVE IT REPAIRED. IT WILL BE REPLACED WITH A BRAND NEW UNIT OR REFUNDED IN FULL AND COLLECTED. "
Customer: " I can deliver the device to be replaced but you will be charged for this. I will charge £100 to deliver this device that has failed with the ***** and collect a new one from your London Repair centre. Please let me know if this is what you want to do."
Customer: " Also you will need to get someone who can write English as it is difficult to understand what you are talking about. What an absolute disgrace of a company you are turning out to be. "
Customer: " Failing this I will have no other choice but to get it repaired and send you the invoice. "
Our respond for this:
Manager: " The device has been in use during one-month period according to your own statement. As this device was working properly during all this time, this is not faulty goods, and thereby refund or replacement is impossible. But we still propose you to use detailed instruction of ******************** under the guidance of our technical support. You shouldn't be afraid of this procedure. This doesn't break your warranty. Or you can bring your printer to our London’s office where our technical supports will provide you the same service for free."
That was the last chat for some time. After two weeks of silence the customer adverts to the Company one more time, but this time using threats. The next month on 19th of March we receive next request from the customer insisting for replacement of the item.
Manager: "have you spoke to our technical support?"
Customer: "Yes about 4 weeks ago, was told to take it to repair centre, can't do that as I am Disabled..."
Manager: "so, than the best solution for you is to send it to our technical support for them to check all the conditions.
3 weeks it worked well, so probably you have done something wrong"
Customer: "I HAVE DONE NOTHING! HOW DARE YOU! Now your trying to blame me? That's disgusting!!
Give me the name of your Managing Director please.
I will have to take action, give me the name of the Managing Director as I will need this for communication .. Give me the name! I am going to take this right to the top of the company .. Now, either you arrange to collect/replace the device or I go to Luton County Court and issue proceedings against your company ...Under the Sale Of Goods Act 1975 the item is NOT fit for the purpose... You have 5 days to make contact to arrange the collection/repair or replacement of the device. If I don't hear from you by Saturday I will go to Luton County Court on Monday and file proceedings to recover my money … You will need to act on this otherwise I will use the law in place to protect me …
You understand? I will make no further contact... you have 5 days from today to make contact with me via email or telephone.... Failing this I will take action in the UK Courts.."

We had receive a few phone calls with the same threat and on 3rd of April we had another chat with the customer who refused to name himself and was demanding the name of managing director.
Manager: "hello, which question do you have?"
Customer: "I need the name of the person who owns the company.."
Manager: "Sorry, for which purpose?"
Customer: "I am sending legal papers to him/her What is the name?"
Manager: "you can do it for the name of the company"
Customer: "nope, I want to bring the owner to a UK Court.
I have also contacted the UK Border Control as I belhieve you have illegal workers in the UK.."
Manager: "Sorry, what is your name?"
Customer: "it makes no difference what my name is, either give me the name or face legal action.."
Manager: "sorry, I can not just provide you this information. You even don't want to name yourself."
Customer: "Then you leave me no choice but to use the law in place to protect me. You will now receive legal papers from Luton County Court.. I will also be contacting Trading Standards.. I will make sure your are unable to trade in the UK. You were warned …"

To the end of this day we had receive some kind of letter from the customer.
"My name is Mr Porter. I have contacted the London Trading Standards Office as I feel they need to investigate the situation at your London branch. Also I have contacted Consumer Advice and they are now going to seek the resolution to the problems I have suffered using your company. I tried to warn you but you give me no choice.
Please also be aware that every person at the London branch must have a work permit if they are from another country. I have contacted the UK Border Agency as well to arrange a visit. ...
To prevent this action continuing you will need to send a new *********** fitted and collect the faulty ********. This is not hard to arrange and I am well within my rights as a customer to ask you to do this.
Failing to do this will result in direct court action without further notice. I will use the law in place to recover my losses including the weeks of lost business. I will be filling a claim to recover £2600.00 + Vat. This figure is based on lost work and orders we have been unable to print due to the faulty printer.
Please take this very seriously because I will not stop until I have either a new ******** or a full refund. "

We have arranged the collection of the item from his house by our carrier on our cost as was demanded. Also the full refund was supposed to be gived, but as surprise our PayPal account was temporary unavailabe to us for any operations. We advised the customer to open a dispute for the automatic refund as it was only way to get money from that account for that time, and it was experienced with others. Unfortunately some of the customers used this to get the product and return money, for hedging as we were told. But that's another story.
But the customer refused to open a dispute, though as we experienced, UK Citizens do it primarily before any sort outs or demands. But unfortnately sometimes this is just an excuse to get something for free.
Customer: "You have 1 hour to get my money or I am coming to your office to take it in cash or goods."
Customer: "I will be there in an hour with the Police.. I am coming to get my refund in full mate... cash please.."
Customer: "I don't need this fucking shit mate... I have enough shit to deal with and should not have to deal with retarded cunts like you. I have warned you time and time again, well now it's crunch time. I want my money back or I come and take it by force. Your choice mate.. I really don't mind either way I will get my money back today."
Customer: "You need to provide me with the name and contact number of your boss."
Customer: "I am going to close you down ***** .. I give you my word.. I wil be there in 45 minutes to collect my money. I look forward to meeting you in person."

We had receive more messages next day. Up to 10 p.m. we receiwed threats in chats and income mail.
Customer: "If I don't get my refund today ***** a whole heap of shit is going to go down today mate. I have tried and tried but you just ignore me. Not this time...... Today is the day this gets resolved one way or another I will have my money today. Send the refund to dubyduck@hotmail.co.uk this is the last request I send. If you choose to ignore it then you will need to face the consequences.."
Customer: "Also, should my money not be refunded your websites will be closed one by one until I get the money. This is not a threat it's a promise. If my refund is not there today I will remove all the websites you operate. You have been warned."

There also were few phone calls with the same content with foul language, we dare not repeat.
Customer: "Ok ******, you leave me no choice.
-Home Office contacted.
-Trading Standards contacted.
- Companies House contacted.
- Police contacted ...
- Now let's see who wins *****. I warned you but you choose to ignore me. You do so at the risk of being out of a job tomorrow... good luck mate.. now it's time to pay...."
Customer: "I have now reported your company to PayPal. I have spoken to a senior advisor and they are now looking in to your actions. They have told me if you fail to resolve this they will block your PayPal account so it cannot be used by you as a payment method in the future. I warned you that either you pay your debt or face the full force of my action. And I have only just started."

Customer: "PAY THE MONEY BACK TODAY!! FAILING TO DO SO WILL LEAD TO LEGAL ACTION.....Get your boss to send the refund to dubyduck@hotmail.co.uk NOW! "

We have managed to convince him to open the dispute for a full refund (even it's quite disadvantageous to us). It was opened but closed to next day, as customer decided he wants to get refund immediately, without wait for PayPal to send it.

Also the PayPal send us a letter as an answer to customer's dispute:
«You do not need to contact PayPal at this time, however, we encourage you
to work directly with the buyer to amicably resolve this matter.»

The customer closed the dispute and keep threatening by police this time. During whole work day he sent us «last» warnings and gave us from one to two hours to send the refund.

The last message from the customer was received at Friday, 12th of April.
Customer: "See you in 1 hour ***** ... I am coming for my refund. With the Police.
*****, you are nothing but a liar, a cheat and a thief and I will make sure you pay for this. The Police will now investigate this. You were warned mate but ignoring me just makes it far worse.
You better look for another job mate because *********** will be out of business very soon. Trading Standards are now investigating your actions. I am looking forward to seeing the company close as you cannot steal money from people. I hope you now realise how serious this is and you will be called to a court to explain your actions. Thanks ... Mr Porter"

Up to this time we had receive the item and it was checked by technician. It appears to be that item has small defect which were the result of violating of terms of use. But generally it was a working product, which was used by customer four months. The delivery cost to both sides and diagnostics was on our expences.

As we are tired of the regular «warnings» and our employees were in the limit of the nerve, managers persuade accept the customer to receive the refund via bank transfer. Now is the second day we do not receive any news from him.

The customer had receive the refund via bank transfer, this method was firstly denied but at last was agreed.