Problems with Mastercare Coverplan Agreement

[Missy Allen]

I purchased a washing machine approximately 9 years ago. Every year I have purchased a Mastercare Coverplan Agreement and every year the washing machine has had tobe repaired - no problem.

 

At the end of last year my washer became really noisy and I reported the fault to Mastercare. An Engineer came out said it needed a completely new suspension system. Unfortunately, the parts weren't available but he ordered them whilst at my house and made a further appointment for 2 weeks later.

 

The engineer did not arrive. After ringing Mastercare they said that the parts were still not available and it was not their responsibility to let me know that the engineer was not keeping his appointment.

 

By this time I had been without a washer for about 4 weeks. I purchased another washer. I then waited for the 6 week time limit and rang Mastercare and said that I wanted the 6 week rule instigating under the current agreement. I was then informed that the parts were available so could they fix it. I said no I wanted the 6 week rule instigating. I informed them that I had purchased a new washer and required vouchers.

 

I then had to ring many different numbers to request vouchers. Eventually I spoke with a lady on 25 February 2008 who said that the vouchers were not a problem and she would e-mail the relevant department and get the vouchers ordered.

 

In the meantime I kept receiving telephone calls from a company who wanted to deliver a replacement washer. I refused delivery stating I was waiting for vouchers.

 

After further communication I received an e-mail

 

"Thank you for your email dated 21st April 2008.

 

Under the terms and conditions of the agreement we will only replace an item if it is not economically viable to do so or if the repair takes longer than 6 weeks. Had you telephoned us before you purchased the replacement washing machine, we could have addressed this delay and arranged a replacement within the stated agreement. On this occasion therefore, we are unable to grant your request for vouchers on the washing machine you purchased.

 

Please accept my apologies for any disappointment caused but I trust that I have clarified our position in this matter.

 

Yours sincerely,

 

Thomas Dokubo

Product Support"

I then sent a formal letter of complaint and Thomas rang me today stating that they do not give out vouchers. I said that in my agreement it states "though we do our best to fix your product, sometimes products are simply beyond repair or we cannot get the necessary parts. If we cannot repair your product, or it takes longer than 6 weeks to repair, you may request a replacement product. The replacement may occasionally be a fully refurbished product or we may offer vouchers to purchase a new product of at least the equivalent specification."

Thomas kept insisting that they do not offer vouchers at all, then he changed his mind and said they do not offer vouchers for Washing Machines and then changed his mind and said they do not offer vouchers for Hotpoint Washing Machines.

I told him they were in breach of contract and it was convenient of them to offer me a replacement machine because as I had bought a new one I needed it like a third arm.

He said he would pass the matter to someone else but so far no one has contacted me.

Where can I go from here? I can follow up the complaints procedure but not sure if it is worth it? Should I go to the Financial Ombudsman or should I try Trading Standards. Any advice will be much appreciated.

[Guest Old_andrew2018]

bump

[Conniff]

Hi missy

 

You should send a follow up to the complaint and quote the relevant part of the contract that says you can have vouchers.

 

You should also mention that failure to supply the vouchers will result in further action being taken.

 

Don't do any more on the telephone, you need a paper trail to show that you have tried to resolve the problem within the terms of the contract.

 

Always send the letters recorded delivery and then check on the Royal Mail site that they have been signed for and when the signature is shown, download that so you have a record of the person that signed for it.

[Missy Allen]

Thanks for that. I have written again today and also sent a letter to Hotpoint on the point that I have a washer, dryer, dishwasher and fridger freezer by Hotpoint.

 

I will post an update when I have one.

[Missy Allen]

I have not heard anything further from Mastercare so I have today registered a complaint with the Financial Ombudsman. So we will see how we go.

[Missy Allen]

Just an up date to let you know that the Financial Ombudsman has accepted my complaint and is in the process of dealing with it.

 

You may be interested to note that my oven has now broke which is covered by Mastercare Coverplan and I telephoned on Thursday morning at 8.30am and was supposed to be contacted within 24 hours with an appointment for repair, no phone call, phoned again Friday morning, the repair had not even been registered again was told I would be contacted within 24 hours and am still waiting for a phone call! wonder what would happen if I waited 6 weeks and then demanded a new oven!

 

Missy Allen

[ForestChav]

Just an up date to let you know that the Financial Ombudsman has accepted my complaint and is in the process of dealing with it.

 

You may be interested to note that my oven has now broke which is covered by Mastercare Coverplan and I telephoned on Thursday morning at 8.30am and was supposed to be contacted within 24 hours with an appointment for repair, no phone call, phoned again Friday morning, the repair had not even been registered again was told I would be contacted within 24 hours and am still waiting for a phone call! wonder what would happen if I waited 6 weeks and then demanded a new oven!

 

Missy Allen

 

Common sense would prevail - in other words why you'd waited six weeks for a phone call without enquiring.

 

I'd ring back (maybe now, but Tuesday at the latest in working hours).

[Missy Allen]

Forestchav, I really wouldn't leave it that long it was just a little sarcasm.

[Missy Allen]

I have now heard back from the Financial Ombudsman who have said that they are unable to look into this matter for me as Mastercare is not underwritten by a company. Is anyone able to tell me where I should go now. It is not fair that I have paid a premium for 9 years and now Mastercare will not honour their agreement with me.

[Namparie]

I took re-instated which expired my cover plan because they told me it has expired.I contacted them to put in a claim to have my speakers repaired (home theatre system speakers) and they told me its only my TV that was covered I told them that I bought the TV and DVD system together why should I just take out a cover for the TV, I remember being passed from one person to another on that day so I told them to cancel the plan and please refund me with my money its been a month now and I am still waiting for me refund. For the past few weeks I have been ringing them up to find out why they havnt refunded and its one excuse after another. I rung them again today and I was told that a cheque will be send out in the next couple of days that was what I was told 2 weeks ago