Coverplan will not honour their agreement

[Missy Allen]

I have bought an extended warranty through Currys Coverplan for 9 years. Early this year the washer broke. It took over 6 weeks to fix so I instigated the 6 week rule in that they had to replace the machine with either vouchers or replacement machine. At that time I informed them that I had purchased a new machine myself and therefore required vouchers. I also informed them that the machine was a top of the range model (which they would not have supplied me with) and it was confirmed that I could have vouchers. Coverplan have since taken the stance that as the washing machine has been replaced (even though I paid for it) the company's position is that they will not give me any vouchers and they have not refunded the remainder of the policy. This matter has been ongoing since February. Consumer Direct asked me to write a final letter before they became involved but it has made no difference. I cannot get anyone in Consumer Direct to return my call and I feel as though Coverplan are not upholding their agreement - has anyone got any advice? Would it be worth threatening court action?

[gyzmo]

Ask for a TSO to contact you or contact your local trading standards department direct. some will take action on your behalf, but this is the exception rather than the norm.

When calling consumer direct it can take a day or so. Why do you need a return phone call rather talking to someone on the line?

[saintly_1]

The Consumer Protection from Unfair Trading Regulations 2008 - draft have a read of this

[Missy Allen]

Gyzmo

Whenever I call Consumer Direct all the operators are busy so they ask me to leave my details and they will call me back and, unfortunately, this never happens.

Missy Allen

[gyzmo]

What part of the country are you in (county if you can or better is your local authority). PM me that if you want to

[Missy Allen]

Lancashire - North West

[gyzmo]

Right. I would phone up again and state that you have been promised call backs before. If they refuse ask to speak to a supervisor. Their service agreement does state that they will escalate this, but call centres being call centres...

Your local authority generally relies on CD. however, if you contact your TS directly and state taht you have already had a response from management then they should do something.

[Missy Allen]

Thanks

[Chris1933]

where are you at with this?

[Missy Allen]

Coverplan refuse to honour the agreement as I have replaced the washing machine myself so unless I take them to court I am not sure what I can do as Coverplan will not answer any correspondence any more.