HI I am a new to this so please can you give me any advice with my problem. Below is the letter which I sent to claims department after they sent my tv back unrepaired, and after todays phone call I find out that they wont repair it at all due to me neglect. PLEASE HELP ME THANK YOU Dear Sir/Madam I am writing to appeal your decision not to repair my television. I am very dissatisfied with your “Whatever Happens Premier Club” and the decision to not repair my Samsung television based on the supposed damage caused by neglect, abuse or misuse. Your monthly agreement was sold to me on the basis that I would be covered for breakdown caused by mishaps, which was the reason I originally invested monthly into your Premier Club service to be covered. Written below is a full explanation of how the accidental damage occurred and the events that followed. On the 10th November 2013 me and my partner was in the rush and full of excitement finishing moving our belongings into our first newly bought property. Our television was in the car so I lift it up and very carefully tried to bring it upstairs to make sure not to damage any walls or anything else in the way as it very bulky and heavy. In doing this I removed the TV stand to make it easier for me and started to take the television upstairs, however, about two steps from the reaching the top of the stairs I missed the step lost coordination and could not hold onto the television which continued to fall hitting stairs until it hit the ground with the left hand side of the television. The most damaging impact was on the bottom left corner of the television where all the inputs and outputs are located, causing damage to the exterior casing and metal body as the full force of the impact was felt there. As I mentioned above the television continued until it hit the ground floor, it did get caught banister and staircases steps on the way down but I couldn't see any noticeable damage to the property. The first time I rang the “Whatever Happens Premier Club” on the 11th November 2013 first question I asked what I need to do first report damage or change my address and gentleman on the phone told me to report damage first and after that he will change my address, after that I explained everything what happened to the gentleman on the phone, he wasn't too interested in what happened and made a very unpleasant remark saying “for me it looks like an angry customer dropped his TV”. However, I did explain the damage to him and he arranged for the television to be picked up on the 12th November 2013 and I was told that guys will come with the secure case or box and will put my television inside to make sure it won’t be damaged anymore and they will leave me a copy of collection note, I have also asked for a loan TV as I am Whatever Happens Premier Club policy holder on that he told me what at the moment they don’t have one and when it will be available he don’t know so he put me in the queue for it but I never get a call back saying that there is one available and when it will be delivered to me until I received a call from customer service that my television coming back unrepaired. When the television was picked up on the 12th November 2013 delivery guys came bare handed no secure case nor any other secure packaging as I mentioned above they just grabbed television asked my partner to sign on the dotted line and walked away talking with each other to wrap it or not on what one of the guys responded don’t bother it’s a definitely will be scraped after that they just chuck it on the back of the truck and drive of. Moreover when the television was delivered back to me on the 17th November 2013 I made sure that there was no other damages except those on the day of collection and after detailed check I have noticed what television has been disassembled, the front frame was held by two screws only, the back wall has been pushed in and the screen itself has two places where significant force has been applied to it. All of above I mentioned in the telephone conversation with the customer service after receiving television and trying to get some explanation why they refuse to repair my television, as there was no letter or any engineers report explaining it which I was expecting to receive with the television. From the little information I have received from customer service team is they think the unexplained damage was due to my neglect, abuse or misuses of the product, however I did mentioned everything what happened on the phone when I originally rang “Whatever Happens Premier Club”. I was not misusing, neglecting nor abusing the product in anyway. It was just an unfortunate event that should be covered under the breakdown by mishaps agreement in your Whatever Happens service due to accidental damage, which I agree to purchase on the first place. I would like to request the report under the Data Protection Act 1998 from the engineer, showing his assessment of my television and how the damage on the television differs from the report I have given. Under the terms of the agreement although you can withdraw your service if there is evidence of misuse, abuse or neglect, I would like to remind you that I require you to prove it first. I would also like to add that I currently have other products under the similar agreement and I am thinking of cancelling them if you acting in such unfair way and make me feel like a criminal. Please would you get back to me as soon as possible with this issue because the Christmas will come soon and I really looking forward to spend a good time with my family in our first new home and would like to get this small problem solved before that. This means I would like the television to be taken and repaired if possible if not then replaced, as I originally did pay a lot of money because of its good reviews and reliability, also I would like to receive a loan TV for that time. I am expecting a very good service level from your company and I am expecting a response from you within 14 days before taking any further actions. I am sending this letter via recording delivery for the purpose of proof it has been received.