Hi Lefty, Just thought I'd let you know where I am upto now on this ridiculous situation (which has got 100 times worse) Bright house are not replacing the stolen psp (even though police reports etc were included) They have now decided after 4 weeks that the psp is going down as DLC - but they still want us to pay this weeks instalment, even though the store manager said we dont have to, he is now going back on his word! Also my partners laptop screen cracked, we took it into bright house on 15/03/10 & they said it will go for repair, my partner called BH last thursday to find out what was happening & how much longer the repair was going to be, only to be told that the laptop NEVER got sent for repair it was marked down as a DLC. Nice of them to let us know (we have still been paying for the laptop unaware that it was DLC) Im am so angry with BH for not keeping us informed on what was happening, they haven't gave us anything in writing to say they wont replace or repair the items. I keep asking them & "You should recieve conformation soon" is the reply I get. Also the store manager admitted that I have been miss sold the insurance that I took on these items as no one read through the t&c with me (he admitted this in front of a friend that I deliberately took with me) I am currently in contact with Consumer Direct they have advised me to write a letter to BH head office & ask for them to explain why I haven't recieved any correspondence from BH regarding the matters. I am also going to cancel the DLC & Insurance that BH practically force you to take, I asked BH how I go about this & they said I have to write to BH Head Office & The Insurance company's head office which I was told is in Malta, is this true? The policy on the laptop was over 76 weeks commencing on the 13/03/2009. Im sure I read somewhere if you have paid 3/4 or more on HP goods then they are legally yours, is this true, if it is the case as you can see by the dates I took the policy & when I handed the laptop in for "repair" we only had a short amount of weeks left to pay. I'm so so sorry for the essay, trying to explain things via messages is hard lol Laura

Oh another thing, if they dont replace it, what rights do I have about not paying for it. I'm not very happy about having to pay for something that I dont have Laura

Hi Lefty Thanks for your reply & info. I'm going to look through the agreement again. Its bloody maddening when I got the psp I asked about if I had any problems with it, if it went missing, dropped in water etc etc & they said everything was covered through the "insurance". Seems to me they were just telling me anything to get my custom > Laura

Hi All, Just joined the forum today I am currently having problems with bright house, last week my son took his psp (which i got from bright house xmas last year) when he went to visit his dad, when he came back on sunday the psp was missing. I contacted his dad & asked if he knew where it was & the hotel they were staying in, no one knows where it is, but his dad said he put it in the bag before they left. Very frustrating as when he got home it wasnt in the bag I contacted bright house to let them know the situation & they said I need crime reference numbers from the police, so they can replace the psp through the insurance that I took on when I signed the agreement. Went into bright house today to give them the reference numbers I got from the police & now bright house are saying that the insurance may not replace the psp, but the insurance may not replace is as my son wasn't with me when it went missing. I have to wait 2 weeks for them to decide. I just would like to know my rights, as I took out insurance on the psp (and all the other items I have from bright house) what is the point in paying for something that seems useless? I have been a bright house customer for a long time & have never made a late payment! Sorry for the essay folks, hope someone can help. Laura