dear brighthouse i wish to make a formal complaint about the treatment that my wife and i have received from your staff at the bilston store regarding a returned Philips ambilight TV 42" my name is Patricia, and i live at XXXX the name of the member of staff that has been harassing us is SAM who is the assistant manager of that store. we had a little accident around 4 weeks ago with the TV, my husband tripped over the wire running from the hover and went head first into the TV. therefore we got in touch with brighthouse and told them what had happened. they told us that not to panic all will be sorted and that we will get a replacement TV until our TV will be fixed. when a week later they came to pick the TV up we asked them where is our replacement TV that we were promised and the engineer told us that he has not got any tv"s with him and not only that he also said that a replacement TV was not ordered to come to your property and that you are gonna have to go back to your local brighthouse store and ask them to give you a replacement TV. we then asked the engineers when will we get this TV back and he replied I'm sorry but you wont be getting it back as it wont be fixed. once they left i went straight to the store and asked for a replacement TV and was told that they could not give me one and that until we have had the engineers report we cannot do anything for you. and then i told them that the engineer told us that the TV in question will not be fixed as it will be too much to mend and that you need to go back to the shop and get another one so that is why i need a TV. they then said that i would have to wait up to 6 weeks for them to get the information about my TV and that up untill then i sill have to pay them for the TV, and then i said how can i pay for a TV which you know that i have not got for the next 6 weeks, so now we are left with no TV and your staff ring us every day demanding money from me for no TV. i also have other items from the same store which include a PC monitor 21" acer monitor, a 9kg whirlpool steam washer black, a 15.6 inch acer laptop, and a TV stand and at the moment we are paying for all of these items but now we have been told that even though we are paying for the other 4 items they keep saying that they are gonna come and collect these items from us even though we have paid for them in advance. she rings about ten times a day demanding the money for the TV. the store code is 7384 my a/c number is ** mod edit removed personal details ** the model of the TV is PH42PFL23 the date the TV was taken away was 21/09/2010 cms ref 577317 csr name is ken, it has now been 11 days since they took our TV and every day they have rung me up demanding payment from me and also last week i had a member of staff come to my door demanding money off me at my own home. what I'm sad about is that up until now we had a good relationship with the store always popping in to say a friendly hello to them all and now i darnt show my face there as all i get is abuse from the staff there, and then today when my cousin went in to pay for his laptop of which Ive mentioned here they told him to go away and they don't want his money for the laptop as i haven't paid for the TV and now they are refusing to take any payments for the rest of the items. the assistant manager SAM then said that to give Patricia me a message that for Trish to go in and make a payment on the telly and that she wanted £66 from Trish namely me for the TV and then she went to fetch someone else and they told him that if Trish came in and paid for the TV then they would give me a replacement TV until my TV will come back fixed. well why are they now saying that to me and they already said that they cannot give me a replacement TV until they have heard about the TV that has gone to be repaired or scrapped. i will not be bullied or intimidated by your staff any longer Ive always paid my items on time and my hubby used to be a customer of yours when you were called crazy Georges and he had no problems what so ever.i want this to be sorted and quickly as I'm too afraid to go out of the house. or answer the phone. how can a TV which costs £17 a week turn into £66 in 10 days, so please can you sort this out as soon as possible please, many thanks, .what advice can you give me about this then.

thanks for the info loopinlouie as it was my first post i was not sure wat to put in as id like to get across all info to thoes who may be able to help me out.

dear brighthouse i wish to make a formal complaint about the treatment that my wife and i have received from your staff at the bilston store regarding a returned Philips ambilight TV 42" my name is Patricia, and i live at XXXX the name of the member of staff that has been harassing us is SAM who is the assistant manager of that store. we had a little accident around 4 weeks ago with the TV, my husband tripped over the wire running from the hover and went head first into the TV. therefore we got in touch with brighthouse and told them what had happened. they told us that not to panic all will be sorted and that we will get a replacement TV until our TV will be fixed. when a week later they came to pick the TV up we asked them where is our replacement TV that we were promised and the engineer told us that he has not got any tv"s with him and not only that he also said that a replacement TV was not ordered to come to your property and that you are gonna have to go back to your local brighthouse store and ask them to give you a replacement TV. we then asked the engineers when will we get this TV back and he replied I'm sorry but you wont be getting it back as it wont be fixed. once they left i went straight to the store and asked for a replacement TV and was told that they could not give me one and that until we have had the engineers report we cannot do anything for you. and then i told them that the engineer told us that the TV in question will not be fixed as it will be too much to mend and that you need to go back to the shop and get another one so that is why i need a TV. they then said that i would have to wait up to 6 weeks for them to get the information about my TV and that up untill then i sill have to pay them for the TV, and then i said how can i pay for a TV which you know that i have not got for the next 6 weeks, so now we are left with no TV and your staff ring us every day demanding money from me for no TV. i also have other items from the same store which include a PC monitor 21" acer monitor, a 9kg whirlpool steam washer black, a 15.6 inch acer laptop, and a TV stand and at the moment we are paying for all of these items but now we have been told that even though we are paying for the other 4 items they keep saying that they are gonna come and collect these items from us even though we have paid for them in advance. she rings about ten times a day demanding the money for the TV. the store code is 7384 my a/c number is ** mod edit, personal details ** the model of the TV is PH42PFL23 the date the TV was taken away was 21/09/2010 cms ref 577317 csr name is ken, it has now been 11 days since they took our TV and every day they have rung me up demanding payment from me and also last week i had a member of staff come to my door demanding money off me at my own home. what I'm sad about is that up until now we had a good relationship with the store always popping in to say a friendly hello to them all and now i darnt show my face there as all i get is abuse from the staff there, and then today when my cousin went in to pay for his laptop of which Ive mentioned here they told him to go away and they don't want his money for the laptop as i haven't paid for the TV and now they are refusing to take any payments for the rest of the items. the assistant manager SAM then said that to give Patricia me a message that for Trish to go in and make a payment on the telly and that she wanted £66 from Trish namely me for the TV and then she went to fetch someone else and they told him that if Trish came in and paid for the TV then they would give me a replacement TV until my TV will come back fixed. well why are they now saying that to me and they already said that they cannot give me a replacement TV until they have heard about the TV that has gone to be repaired or scrapped. i will not be bullied or intimidated by your staff any longer Ive always paid my items on time and my hubby used to be a customer of yours when you were called crazy Georges and he had no problems what so ever.i want this to be sorted and quickly as I'm too afraid to go out of the house. or answer the phone. how can a TV which costs £17 a week turn into £66 in 10 days, so please can you sort this out as soon as possible please, many thanks, .what advice can you give me about this then.