Thread: Brighthouse monitor - destroyed by manufacturer

I bought a 19" Widescreen PC Monitor from Brighthouse in October 2008. After 2 weeks it would not work properly (it came up with a grey screen when i switched my computer back on) so Brighthouse took it away for 5 weeks to be repaired.

It came back with a report from Brighthouse that there was nothing wrong with the monitor but the grey screen re-appeared 1 week later. I got it working by tightening the VGA cable that connects the monitor to the computer but the grey screen came back again again in January so Brighthouse told me to send it back to the manufaturer Acer.

I did this and Acer returned it to me within a week. It came up with Black and White Stripes within 1 hour while i was using it so i sent it back to Acer again.

I got a letter on Wednesday 11th of February 2009 dated Tuesday 10th of February telling me that they are unable to replace my monitor and they will give me a refund. I phoned to tell them that this is no good to me with the monitor being subject to the Hire-Purchase agreement. They were supposed to call me back on Wednesday afternoon but i ended up calling them and they promised to call me on Thursday but they never did so i phoned them this morning. They reluctantly told me that they had destroyed my monitor as they considered it uneconomical to repair. They only told me this after i asked several times if they could send the monitor back to me so i could send it back to Brighthouse as faulty goods and get the Hire-Purchase agreement cancelled.

I telephoned Consumer Direct who told me that Acer should not have destroyed the monitor without consulting me first. They advised me to write to Acer asking for an explanation as to why they destroyed the monitor without my knowledge which i have now done.

I want to know if there is anything else i should do? Should i inform Brighthouse that the monitor has been destroyed by the manufacturer? Should i stop paying for the monitor now it no longer exists? I really don't know what to do. Can someone please help me?

Below is the link to the exact monitor i got from Brighthouse.

Buy Acer P193W 19in Piano Black Gloss TFT with Crystalbrite. at Argos.co.uk

I would merely write a letter to brighthouse informing them of the situation as you have described, informing them that you have contacted Consumer Direct, and making it quite clear that is was sent to Acer at their request (making Brighthouse responsible, but do not say so in you letter). Ideally they should give you a new replacement and some compensation for the time you have been without the monitor.

But this was Brighthouse's problem from the start, as it was with them you had the contract. They should not have sent you to the manufacturer.

Hi, Blondmusic.

Do you want this thread moved to the Brighthouse Forum ?

Regards.

Scott.

This is an interesting situation...

Firstly - Are you paying BrightHouse for "optional" service cover on this item? If so, I would CERTAINLY challenge why you were told to contact the manufacturer to facilitate a repair!

Acer can't refund you for the item - because you don't own it. BrightHouse do.

I would pass on all the letters you have from ACER to your BrightHouse store manager, and let him sort it out - if, as you say, BrightHouse told you to contact the manufacturer direct.

I would then expect BRIGHTHOUSE (and certainly not ACER) to quickly provide a replacement item.

Remember, you are only HIRING the goods until the agreement ends - after which time, you have the option to own them.

Above all, and assuming you ARE paying for BrightHouse "Optional" Service Cover, this case shows just how pointless this cover really is.

If you need any further help, don't hestitate to get back to us.


Cheers
Lefty

PS - Thread moved to the BrightHouse forum

This is indeed interesting, but doesn't surprise me at all. the after sales service at BH stinks, and the sales staff know this.

This is why they will fob you off with directing you to the manufacturer instead of dealing with the problem themselves. They can't be doing with the hassle. It has ALWAYS been the same.

The big problem and I know it is the case with all retaillers, is that the sales staff don't get the proper training with dealing with these types of situations, there is not enough given to consumer law and after sales. And when the staff are targetted so heavily and put under immense pressure to get more sales and sell OSC, then it's no wonder. A customer complaint has no "reward", because it is not counted on their target. They would rather push you aside and concentrate on the new customer behind you who wants a plasma TV.

Besides all this, I agree with the posters above. This should have been dealt with by BH, whether or not you have OSC. The contract of sale is between you and BH, not Acer. They are therefore responsible and should be chasing up Acer from now on, not you.

As you are still paying for this, you are entitled to a new monitor ASAP, and I would play your face for a few weeks discounted payments for the inconvenience.

MOST inportant, is to keep absolutely everything you have in writing, and make a note of the person who told you to go to Acer in the first place.

For now, keep paying, as you don't want to be in breach of contract, even though, in this particular circumstance, I don't see how they can enforce the agreement.

Let us know how it goes.

PJ

I cancelled the OSC on it in January. The monitor had already been back to the Brighthouse Service centre and they told me there was nothing wrong with it.

When the monitor went wrong again it was the staff instore that told me to send it back to Acer because it not Brighthouse's responsibility! All I have is a letter from Acer saying that they cannot replace it and want to give me a refund. They are trying to source another monitor for me but because mine was a top of the range model they are struggling to find one.

Transcript of the letter from Acer below,

We are writing to you as the service provider for Acer.
With reference to the machine that was sent in for repair we are unable to find a suitable unit to fulfill our obligations under the terms and conditions of your warranty to replace.
Due to this we are offering a refund, please can you fax a copy of the proof of purchase to (fax number) with the above case ID on marked for the attention of (Member of staff), or alternatively you can post a copy to the above address.
Any unit over 12 months old will be subject to depreciation.
I hope that the outlined course of action is satisfactory and would like to thank you for your continual support of Acer products.
In the meantime thank you for giving us the opportunity to help you.

Here is the letter i sent back after speaking to consumer direct.

13th February 2009

Case ID –

Dear Sir/Madam,

I write with reference to your letter dated 10th February 2009 regarding my monitor.

I telephoned your Customer Services Department this morning to ask if the monitor can be returned to me and I was told that it would not be possible. The representative told me reluctantly that my monitor was beyond economical repair and that it had been disposed of. I would like to know why the monitor was disposed of when the monitor does not belong to Acer? I would also like to know why I was not contacted before the monitor was disposed of? My telephone number and my email address have been given to your Customer Services Department on a previous occasion so it would not have been difficult for you to contact me. By disposing the monitor without my permission or knowledge you have complicated matters for me.

Unfortunately the monitor was purchased using a Hire-Purchase agreement from Brighthouse. I have enclosed a copy of the agreement for your reference. During the telephone call to your customer services department this morning and was told that I would be offered a refund of the Recommended Retail Price of the monitor which is nowhere near the cost of paying off the Hire-Purchase agreement which I would have pay for. I would like you to pay me the amount it would cost to pay off the Hire-Purchase agreement in full which after deducting the payments I have already made amounts to £255.42. I do not believe it is fair that I would have to pay off the remaining amount of the Hire-Purchase agreement as a result of you disposing of the monitor without my prior knowledge.

If the monitor had not been disposed of I would have been happy to take the monitor back to Brighthouse and get the Hire-Purchase agreement cancelled due to the goods being faulty. I would have also received a refund of the payments I had made to Brighthouse. Since you have disposed of the monitor I can no longer do this. I am disgusted that you disposed of my monitor without my knowledge and I am disappointed at the way this matter has been handled by your company.

You have 10 working days to reply to this letter.

Originally Posted by Blondmusic

I cancelled the OSC on it in January. The monitor had already been back to the Brighthouse Service centre and they told me there was nothing wrong with it.

When the monitor went wrong again it was the staff instore that told me to send it back to Acer because it not Brighthouse's resposibility! All I have is a letter from Acer saying that they cannot replace it and want to give me a refund. They are trying to source another monitor for me but because mine was a top of the range model they are struggling to find one.

So BrightHouse refused to repair an item that was less than 6 months old because you didn't have OSC?

As Jon pointed out, OSC or not, your contract is between YOU and BrightHouse - and NOT you, BrightHouse and ACER. OK, it's not quite as clean-cut as with a simple purchase (because of the Hire Purchase agreement) - but your implied rights (SUPPLY OF GOODS (IMPLIED TERMS) ACT 1973) are very clear nontheless.

Place this firmly into the hands of your store manager, and be FIRM about what you require. IE - a replacement monitor of the same specification and value.


Cheers
Lefty

I have just called the manager at my local Brighthouse and he said that because i had taken the OSC off it was the manufacturers responsibility to fix the monitor. I told him that my contract was with Brighthouse and not Acer but he refused to budge. He has asked me for a copy of the letter from Acer and he said he will forward it to Brighthouse's legal department.

He said if i had still had the OSC on then they would have sent it to the manufacturer and if it had then been destroyed then they would have replaced it but because i don't have the OSC on then there is nothing they can do really. I know he is talking bull though.

Originally Posted by Blondmusic

I have just called the manager at my local Brighthouse and he said that because i had taken the OSC off it was the manufacturers responsibility to fix the monitor. I told him that my contract was with Brighthouse and not Acer but he refused to budge. He has asked me for a copy of the letter from Acer and he said he will forward it to Brighthouse's legal department.

He said if i had still had the OSC on then they would have sent it to the manufacturer and if it had then been destroyed then they would have replaced it but because i don't have the OSC on then there is nothing they can do really. I know he is talking bull though.

What complete and utter nonesense!

Can I just confirm something... You said you initially purchased the item last October? October 2008? I am right in assuming the item is STILL less than 6 months old?

Cheers
Lefty

Originally Posted by Blondmusic

Yes Lefty it is less than 6 months old as far as i know.

I had done my research and i wanted that monitor cos it had good reviews. When i went to my local store to sign up for it they did not have 1 in stock at the store but they found 1 in another store but it was being used on the shop floor. It was the only 1 they had left so i accepted it. I signed the agreement on the 15th of October 2008. It did not arrive at my local store until the 27th of October 2008. On the agreement it says the monitor is new.

In that case, and in my opinion (and I'm sure others will agree) this case is very simple...

The monitor you purchased "new" through a Hire Purchase agreement with BrightHouse does not conform to contract - it has proven manufacturing faults (this is true, otherwise the manufacturer would NOT have agreed to refund/replace), and BrightHouse have clearly - and very blatantly - shirked from their responsibility in respect of the SUPPLY OF GOODS (IMPLIED TERMS) ACT 1973.

Remember - it is NOT your monitor. It belongs to BRIGHTHOUSE. You are paying to HIRE it, with an option to purchase at the end of the agreement.

No more nonesense! Cut to the chase. You want the monitor replaced IMMEDIATELY or you will consider your agreement breached by BrightHouse, and you will take action in the small claims court for EVERY PENNY of what you have paid to date.

Put this into writing (ideally in easily understood words, and short sentances!) and send by recorded delivery to head office, copied to your local branch.

You could telephone the store once more and tell the manager that is what you intend to do - he may, just MAY, decide to do the right thing and put this matter right for you...

No more nonesnese with this. The law is on your side.


Cheers
Lefty

And make sure you include a brief comment in your letter to BH Head Office, of their branch manager's remark, the bit about as you have no OSC BH are not responsible.

The manager of the branch is the public representative of the board of BrightHouse. The final public face that is on show. No manager above him has to come into contact with the BH customer base on a daily basis.

Is this really the image that the board wish to convey? A pathetic job's worth who obviously has NO understanding of the laws that govern his business, nor cares!

PJ

[getting down off his soap-box]

Originally Posted by Blondmusic

I will never buy an Acer product again as long as i live.

Simply by searching these forums you will discover that ACER products do seem to have a poor reputation. Having said that, I'm sure there are many, many people who rate the company's products very highly. (I suppose they are the new Amstrad - cheap and cheerful, but build quality that leaves much to be desired!

The Sale of Goods act (and, in the case of hire purchase agreements the SUPPLY of Goods Act) are there to protect the consumer - but these acts can only ever be effective when retailers honour their obligations, and don't attempt to bypass the law.

I think that BrightHouse have acted disgracefully in this case. Their actions fall way below what should be expected from a national retailer of their size and status.


Cheers
Lefty

Originally Posted by Blondmusic

I did it. Brighthouse are replacing my monitor next week. I wrote a letter to Brighthouse head office and personally delivered a copy to the manager at my local stor. The manager called me this morning, told me that he had kicked off with Acer for destroying the monitor and told them off for the appalling customer service they gave to me considering that Brighthouse buy a considerable amount of products direct from Acer. The manager has found me another monitor, the same make and model, at another store. It is being used as a display model but he has assured me that it is in full working order and that there is not a mark on it. The manager is now arranging for the monitor to be delivered to my local store so i can collect it. He also said that he had done this as a favour to me after my letter.

Well done - just goes to prove that Brighthouse will ALWAYS back down when challenged!!