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Seller storms into agent and cuts off all lines

17 December 2010
Written by rosalind renshaw

A vendor stormed into an estate agency and disabled its phones and computers after delays in exchanging contracts.

Frustrated seller John Lan, 67, cut through dozens of phone lines and computer cables as stunned staff at Freeman Forman, a Countrywide agent in Tonbridge, Kent, watched their computer screens go blank.

Lan said he was “at the end of his tether” after a five-month wait to exchange.

He said: “I’d just got to the stage I didn’t care any more. I couldn’t take any more delays – the telephone and computer cables were hanging from the front of their desks so I cut them all.”

He said he had tried to lodge a complaint against Freeman Forman, but was told he had to go through the “normal channels”.

Lan, former casino manager of the Clermont Club in London’s Mayfair, said: “The complaints procedure is so long-winded and complicated. You have to contact three separate people and I’d had enough.

“I told them I refused to do it. Cutting the cables was my complaint. They can sort out their phone lines now.”

Police called to the scene arrested Lan and gave him an £80 on-the-spot fine for disorder.

A spokesperson for Freeman Forman said: “The actions of this individual were completely unacceptable and very distressing for our staff.

“The client’s property sale is part of a chain involving several other parties. This has prolonged the sales process. The sale of the property is due to complete within the next few weeks.”

Comments

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    So was it the agents fault? Last I heard the solicitor sitting on a pedestal says when it can happen!
    How many times do agents push for exchange (we want our money) only to be told, you'll have to wait, when I'm ready (all vendors in the chain).

    • 20 December 2010 16:34 PM
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    Michael: you say "If the agent did deserve this treatment, shame on them."

    How the Hell do you justify this comment. Just how could an Agent "deserve" something like this to happen? If Agents perform poorly then the public have the right to hit them where they feel it most - in the bank balance. Disinstruct or withold fee. Criminal damage is simply that - and unacceptable in our society.

    Think before you comment.

    • 20 December 2010 12:29 PM
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    I he had come into my office and tried the same i would have broken one finger for every computer disabled. If we ran out of fingers, there is plenty more that can be broken. this would send a clear message out to these people.

    • 20 December 2010 11:50 AM
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    If the agent did deserve this treatment, shame on them. If they didn't, simply add the bill for repairs plus £1000 for hassle to the fee invoice (well having taken advice first I guess). Tesco .... love 'em or hate 'em (& I do use them a lot) I hear from the father of a resigned head office worker that the internal catchphrase is 'Good is good enough'. I don't know if that is true, but if it is whoever dreamed up that staff motivator needs to get their cables cut off too.

    • 18 December 2010 11:58 AM
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    In reply to Harrison.

    • 17 December 2010 16:21 PM
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    They have now.

    • 17 December 2010 16:20 PM
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    Why the solicitors also Anna Key. Just jumping to conclusions? You are sounding bitter and smug at the same time!

    • 17 December 2010 15:03 PM
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    @Johnnie

    Yes, great time of year, munching chocs and mince pies watching the snow!
    The wine box is filling nicely including a bottle of bubbly from my favourite landlord.
    Cheers everyone.

    • 17 December 2010 14:17 PM
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    Never a truer word uttered Wardy!

    Seriously though, I hope he did the same to all solicitors involved!

    • 17 December 2010 14:14 PM
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    First off im sure this is a one off, many thousands of EA offices across the UK and one bloke gets a bit cross but in fairness he must have been pushed some to go this far.

    Anyway…………hands up who’s had nice presents this week from vendors and purchasers? We have here and Mrs Jonnie and the other wives from The Jonnie & Co team won’t be short of Rioja this Christmas.

    Jonnie

    • 17 December 2010 12:41 PM
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    Message to 'Complacent Agents need to wake up': Go and take your head for a long-overdue sh**e! What kind of society do you yearn for?

    And as for your ridiculous comments about supermarket chains - get in there, look at most of the customers and THEN tell us that it is 'customer focus' that gets them in there by the thousand; or just BOGOF deals!

    While you are there - BOGOF yourself and take your stupid comments with you...

    • 17 December 2010 11:53 AM
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    They should have gone wireless...

    • 17 December 2010 11:27 AM
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    Either someone needs a kicking for not explaining to Mr Lan what the delay was, OR just maybe they did and he was just too thick to understand a “chain” of sales. There’s no advantage to the agent in delaying a sale 5 months – hell it would be great if I was paid within 5 days of agreeing a sale, but it isn’t going to happen. Sorry, but learn what from Tesco exactly? If you want to see a confusing website have a look at Tecos own www.isold.com and time it to see how long it will take you before you give up trying to find properties for sale in say Bristol. No thanks – I’ll stick to my own website.

    • 17 December 2010 11:04 AM
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    Love the comments obviously without knowing any facts it had to be his agaent no anyone else in the chain? Also Tescos treat the customer well? Do me a favour they are one of the worst behaving corporate companies about!

    • 17 December 2010 10:51 AM
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    Shame on him, unless they sold him country property lawyers in which case, well done!

    • 17 December 2010 10:46 AM
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    Maybe more frustrated buyers and selers should take some kind of action like Mr Lan (there must be thousands of them)! If they did, those who talk about improving the process and set up consultation after consultaion etc would take some real action. Whilst no great fan of the Law Society, and the jury will be out for while, at least the new Conveyancing Quality Scheme is something tangible and practical.

    Bit ironic that a lack of communication seems to have been part of the problem and that Mr Lan disables all of the main communication methods available to Freeman Foreman. Wouldn't have helped all their other buyers and sellers though.

    • 17 December 2010 10:39 AM
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    This is an outrage! £80 for all that loss of business, hassle & replacement cables. Have you seen the price of CAT 5 lately? Mr Lan should be whipped with some peer-to-peer, not just given a slap on the wrist.

    I’m just off to interface with Avril (she’s got a café on the A58 near Huddersfield), she always makes me use a modem though. Shame.

    • 17 December 2010 10:21 AM
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    Good for him. I bet he thinks that was £80 very well spent. So many agents are complacent and smug, well done Mr Lan. The complaints proceedures are not 'customer friendly' but designed to deter people from complaining, the corporates should use their massive resources to focus more on customer needs instead of shareholder profits, same issue for the banks and other corporates. They should learn from Tesco and Asda who focus on the customer first and the customers loyalty creates added value for shareholders. Good for you Mr Lan!

    • 17 December 2010 10:13 AM
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    Mr LAN - Local Area Network - Irony?

    • 17 December 2010 09:45 AM
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    A definite lack of communication !!

    • 17 December 2010 09:44 AM
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    Telephone and computer cables hanging from the front of their desks ?

    A lesson for us all there.

    • 17 December 2010 09:36 AM
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    This post has been removed by site admin

    • 17 December 2010 08:47 AM
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    Sounds like he needs the snip too!

    • 17 December 2010 08:25 AM
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