Ex-Brighthouse manager available for questions

[Goldlady]

I will have to find out if she paid the OSC as it is not clear from the agreement.

 

Thanks guys.

[Goldlady]

OK, so she has 25 weeks left to pay on this agreement at approx £6 a week.

 

Seems to me she would be better off just paying that and forgetting claiming on the insurance.

 

Can we get the insurance paid to date refunded and not pay any further insurance?

 

What a rip off:mad:

[plumberjon]

Hi again

 

£6 a week sounds like she doesn't have OSC in my opinion, but check anyway.

 

If you were to continue with paying this, as opposed to paying the excess, you would pay £150 until the end of the agreement. If you were to continue without the DLC, you would pay just under £130. This as opposed to paying the £100 excess.

 

Unfortunately, as you may well be able to reclaim OSC, this is not the case with DLC as it is an insurance. You cannot reclaim past insurance payments, just because you haven't claimed on it. It's a bit like not having an accident on your car insurance, then asking for your premiums back.

 

The only exception to this is if you can prove that you were mis-sold the policy or forced into it.

 

So, does your friend have contents insurance, and if so, did they mention this at signing for the agreement, and was she forced into it?

 

PJ

Edited March 9, 2009 by plumberjon

[Goldlady]

It's a bit like not having an accident on your car insurance, then asking for your premiums back.

 

PJ

 

I see what you mean, but if the insurance was worthless, which it clearly is, then what did she pay it for?

 

She is paying £11 a week and yes she does have the OSC. Have just asked the question.

 

No contents insurance

Edited March 9, 2009 by Goldlady
missed a bit

[plumberjon]

Ok. No contents, but definately OSC.

 

I'll PM Clemma with a link to this thread and she will be along in a bit and tell you how your friend can challenge OSC, as I am sure you can.

 

Meanwhile, you have a choice, which I am sure is acceptable with BH. You can either proceed with a DLC claim and try and fork out the £100, then have no further commitments.

 

Or you can have both OSC an DLC removed, and continue to pay the remaining, much lower weekly repayments, which will cost you about £30 more over the remaining term, as opposed to the excess.

 

It's not ideal, but it will make it more affordable. BH will probably moan, and they may not alow it, if for example, your friend has a patchy payment history. But, if your friend doesn't have the £100, you have no choice. You won't need to get any re-write letters, as you don't have an item for them to reposess any more! Nor do you need to provide contents insurance proof for cancelling the DLC, you have nothing to insure.

 

OR, just be damn cheeky, go into the store and tell them you can't afford it, show them the crime number from the police and let them deal with it, after all you have paid over the odds for this item! Worth a try!

 

PJ

[clemma]

Hi Goldlady

 

I think the best way for me to help with this is to forward to you my emails I wrote to Head Office to claim back all the money I had paid into both OSC and DLC. I used the mis-sold route as I was told I had to have OSC otherwise I could not have the goods. As for DLC, well, I had house insurance, but BH refused to accept it as proof that I was covered. However, was your friend under them impression that DLC was as good as home insurance i.e. they would replace the product like for like if anything happened?

 

The beginning of my first email was

I am writing to request a FULL refund of all payments made into the "optional" service cover for my laptop. After reading advice, it is clear that my rights are covered by the Sales of Goods Act (Implied Terms), and if a fault developed I would be covered. I am still within the one years manufacturers guarantee (add if applicable), and if my laptop developed a problem, Brighthouse would NOT be able to provide me with a loaner (as per your terms and conditions) as a computer stores too much personal information. However, the Sales of Goods Act (implied terms) would cover me if the laptop was to fail. Therefore, the money I have wasted putting into this agreement should be refunded.

 

AND

 

I am sure that policies can not be forced upon people as I have the RIGHT to acquire my own insurance, warranties etc. etc, gather quotes, and pick the best provider (should I want them in the first place (which I did not!).) I'm sure this is the same as forcing payment protection, which is basically what OSC is. I was mis-sold both policies with blatent lies ("You have to have DLC and OSC otherwise you cannot have the items").

 

You need to persevere and be straight to the point with this one as they do take a lot of nudging and reminding to get a reply. PM me with your email address so I can forward the rest of the emails to you.

[JonCris]

Pay the access BEFORE submitting the claim...............complete & utter rollcocks. There being an access does NOT preclude the submission of a claim to the insurer. Any access is deducted from the settlement & not paid before the claim is even considered.............and if they claim as much that's outrageous................. also as providers of a financial product are they registered/licened with the FSA??

Edited March 9, 2009 by JonCris

[Lefty]

Pay the access BEFORE submitting the claim...............complete & utter rollcocks. There being an access does NOT preclude the submission of a claim to the insurer. Any access is deducted from the settlement & not paid before the claim is even considered.............and if they claim as much that's outrageous................. also as providers of a financial product are they registered/licened with the FSA??

 

Flippin' good point there, JonCris!

And yes - er - NO - er... Yes.... well, sort of... BrightHouse are NOT regulated as an insurance provider by the FSA. Their DLC policies are farmed out to a sister company (Caversham Insurance (Malta) Ltd) who ARE... well, sort of... as far as a company operating out of Malta anyway...

TBH, plummerjon's advice of...

"...OR, just be damn cheeky, go into the store and tell them you can't afford it, show them the crime number from the police and let them deal with it, after all you have paid over the odds for this item! Worth a try..!"

...is GOOD ADVICE... Of course, you really need to read between the lines a little...

Cheers

Lefty

 

 

[jpts33]

Hi Lefty

 

The big problem here is we are confusing what is common sense, with what mood the manager is in, the day after his rollocking with his SDM (Sales Development Manager) because his figures aren't good enough!

 

They will argue every which way but loose to get you to have their DLC because it's a way of getting yet another 10% out of you.

 

Be obnoxious, stick to your guns. Make sure your existing (or new) household contents insurance covers items in your home that are not owned by you (on HP) and that will suffice.

RE: Brighthouse DLC.

 

Here's a good one for you, lol. Whenever I have purchased an item from Brighthouse they have forced me to take out DLC, even though my insurance covers fully any item in my property, including HP. They isnsist I show them my House Contents Policy, which I do. They then phone my insurance company in front of me and ask them, "Do you cover the interest on hire purchase agreements". Obviously no insurance company would. They then tell me my insurance is not good enough and I have to take out DLC. So even with house contents insurance you can't win I guess?

[plumberjon]

RE: Brighthouse DLC.

 

Here's a good one for you, lol. Whenever I have purchased an item from Brighthouse they have forced me to take out DLC, even though my insurance covers fully any item in my property, including HP. They isnsist I show them my House Contents Policy, which I do. They then phone my insurance company in front of me and ask them, "Do you cover the interest on hire purchase agreements". Obviously no insurance company would. They then tell me my insurance is not good enough and I have to take out DLC. So even with house contents insurance you can't win I guess?

 

Now hang on a cotton pickin' minute!!

 

Exactly what are we supposed to be insuring here with this DLC (Dubious Liability Conn!) Hey! That sounds gooooooood!

 

I hereby set all caggers a challenge, find me an insurance policy that will cover for interest and charges on an HP agreement. Utter rollocks.

 

DLC, is to protect the value remaining of an item which is subject to an HP agreement, that is either, lost, stolen or has received accidental damage that has rendered it beyond economical repair. AND it only protects BH's interest in that item, therefore it doesn't provide you with a new item, meaning you end up with nothing, you become the weakest link!

 

THE ITEM, NOT FUTURE INTEREST REPAYMENTS!

 

And if they really used this approach with you, then they have broken the law by mis-selling you an insurance policy! End of!

 

PJ

[jpts33]

Wow!! Awesome speed on replying, lol. Thanks very much. Well this is the approach, and they used it more than once I can tell you. They insist that if the Home Contents Policy doesn't cover HP "Interest" then I "Have" to take out DLC. I could never reason this out with them and I have always been forced to take out DLC on all my agreements despite showing them proper contents cover. As I said earlier, they actually telephone the Insurance company in front of me, lol. In fact I have recently taken out another HP agreement with them, and am paying a ridiculous amount of DLC when my contents insurer states that they will cover HP items (Obviously apart from interest). Anyway thanks for your reply, much appreciated. =)

[plumberjon]

Well in that case, this is something that I want to pursue to the end, because this is blatant mis-selling of an insurance policy.

 

I have a good friend, in the media, who is just gagging for something like this, and she might want to talk to you. Would this be OK?

 

PJ

[clemma]

You will probably be able to claim back all payments made into DLC by kicking up a stink with Head Office. Ask your insurance company to send a letter stating "HP product's are covered by the policy as long as you are legally responsible for them". I did this, and I claimed back ALL the money I had paid over the 2 years or so. It took 2 emails to receive the money (admittedly, they only paid off 2 agreements, but it saved me money)

[jpts33]

Thanks very much clemma, I'll get right on it. Plumberjon - thanks again for your reply. I dislike any media attention (little shy lol) but I tell you what. If I can't get anywhere with these people (Brighthouse) and get a full refund of DLC then I'd be happy to take this as far as possible, including using the media. So please bear with me and watch this space, lol. Thanks very much all.

[Revvy]

Hi there,

 

I'm just looking for a little bit of advice on how to proceed.

 

I defaulted on my agreement at the end of last year and, when I was about 3 weeks in arrears they turned up at my door. I was raging because I knew this was illegal, however these people can be quite intimidating. Anyway I was at work but the person in said I no longer lived there. Anyway, I decided to ignore them and haven't been in touch since. I have also moved home for real now.

 

Thing is, I did not mean to act deceitfully but I know how abrupt these people can be and to be honest they are a law unto themselves. Now I want to get this sorted but I can't afford to pay the lump sum they will no doubt demand and, in fact, I no longer have any need for the "goods" that I have so I am more than willing to return them.

 

How should I best proceed? Will they still harrass me for payment once I have returned the goods? I should have said that my weekly payments were only about £20 a week but that through absent-mindedness I let myself get too far behind.

 

Your advice is appreciated.

[IIIUMINATI]

You can barr all incoming telephone calls.

I think BT offer the service free.

My telephone company charged a small fee how ever all the barred calls that were made to my number appeared on my bill.

Good evidence .

[Brighthouse adviser]

Hi there,

 

I'm just looking for a little bit of advice on how to proceed.

 

I defaulted on my agreement at the end of last year and, when I was about 3 weeks in arrears they turned up at my door. I was raging because I knew this was illegal, however these people can be quite intimidating. Anyway I was at work but the person in said I no longer lived there. Anyway, I decided to ignore them and haven't been in touch since. I have also moved home for real now.

 

Thing is, I did not mean to act deceitfully but I know how abrupt these people can be and to be honest they are a law unto themselves. Now I want to get this sorted but I can't afford to pay the lump sum they will no doubt demand and, in fact, I no longer have any need for the "goods" that I have so I am more than willing to return them.

 

How should I best proceed? Will they still harrass me for payment once I have returned the goods? I should have said that my weekly payments were only about £20 a week but that through absent-mindedness I let myself get too far behind.

 

Your advice is appreciated.

 

Hi

I used to work for Brighthouse as a manager, my advice to you is if you no longer want the item ask them to come and get it, if they mention the arrears advise you can only aford to pay it back at £1 a week they wont pursue you for money once they have the item back so you wouldnt even have to pay this, and I know they wont take you to court as it isnt viable for them to do this. Anything else just ask

[Ewameg]

My turn for a problem.

 

I have an agreement with Brighthouse which I took out last March 2008. Just before xmas the Phillips dvd surround system broke and did not play dvd's anymore.

Did not have service cover but as within 12 months they said they would repair it. They came and collected from home (inc. remote) but could not provide a loaner as they did not supply surround systems any more.

 

12 weeks went by . No calls, no fixed item etc... I went into store and asked for an update - "backlog of faulty xmas items".

Manager agreed that as they could not supply a replacement model, if I got the unit repaired myself they would deduct the charge from my agreement. Manager arranged for the return of my dvd player.

 

Went to collect dvd - no remote. Phillips cannot repair without the remote. Manager said will get replacement.

 

Another 12 weeks, 3 wrong remotes ordered and now out of 12 month guarantee period.

 

What should I do?

[Brighthouse adviser]

My turn for a problem.

 

I have an agreement with Brighthouse which I took out last March 2008. Just before xmas the Phillips dvd surround system broke and did not play dvd's anymore.

Did not have service cover but as within 12 months they said they would repair it. They came and collected from home (inc. remote) but could not provide a loaner as they did not supply surround systems any more.

 

12 weeks went by . No calls, no fixed item etc... I went into store and asked for an update - "backlog of faulty xmas items".

Manager agreed that as they could not supply a replacement model, if I got the unit repaired myself they would deduct the charge from my agreement. Manager arranged for the return of my dvd player.

 

Went to collect dvd - no remote. Phillips cannot repair without the remote. Manager said will get replacement.

 

Another 12 weeks, 3 wrong remotes ordered and now out of 12 month guarantee period.

 

What should I do?

 

Hi

What a nightmare you have had but unfortunatly this is always happening at brighthouse. 1st of all they are are not adhering to their side of the contract as they are not supplying you with an item that is in full working order therefore you can get out of your contract. 2nd they should have a spare remote in the local service centre as remotes are always getting lost from the items hence why the company policy is to not take the remotes when the system goes in for repair. If they order you a remote it will be a universal one as this is cheaper for them to buy in. I would suggest that you ask them to get you an origional remote from ebay and credit your account for the 12 weeks you have been without the system and also for the repair as it is their fault it is now out of gaurentee. But I would get them to repair it and give you a loaner they always have systems available for loan the reason they wouldnt of given you a loaner is that you have no OSC not that they dont do them anymore. Or you can ask for a replacement of a newer model due them failing to keep to their side of the agreement yet you have kept to yours, cause believe me if you missed a payment they would sharp be at your door. Hope this helps

[Ewameg]

Hi

What a nightmare you have had but unfortunatly this is always happening at brighthouse. 1st of all they are are not adhering to their side of the contract as they are not supplying you with an item that is in full working order therefore you can get out of your contract. 2nd they should have a spare remote in the local service centre as remotes are always getting lost from the items hence why the company policy is to not take the remotes when the system goes in for repair. If they order you a remote it will be a universal one as this is cheaper for them to buy in. I would suggest that you ask them to get you an origional remote from ebay and credit your account for the 12 weeks you have been without the system and also for the repair as it is their fault it is now out of gaurentee. But I would get them to repair it and give you a loaner they always have systems available for loan the reason they wouldnt of given you a loaner is that you have no OSC not that they dont do them anymore. Or you can ask for a replacement of a newer model due them failing to keep to their side of the agreement yet you have kept to yours, cause believe me if you missed a payment they would sharp be at your door. Hope this helps

 

Thanks for this. I gave them a print out from Partmaster (as an ex-Dixons employee) detailing the remote model no. and price and offered to get one. They refused stating that they would order me one themselves. The first remote to come in was indeed a universal remote. I insisted on an original which they agreed but still let me use the universal in the meantime. Since then I have had three incorrect remotes ordered.

The manager has told me that they do not do surround sound DVD systems any longer which is why they cannot supply me with a loaner or replacement.

I have taken my own extra warranty ( with dom and gen) which I do with all of my high priced items and appliances, so can get the unit fixed if necessary. I just don't want to go without a unit for another 12 weeks.

[Brighthouse adviser]

Thanks for this. I gave them a print out from Partmaster (as an ex-Dixons employee) detailing the remote model no. and price and offered to get one. They refused stating that they would order me one themselves. The first remote to come in was indeed a universal remote. I insisted on an original which they agreed but still let me use the universal in the meantime. Since then I have had three incorrect remotes ordered.

The manager has told me that they do not do surround sound DVD systems any longer which is why they cannot supply me with a loaner or replacement.

I have taken my own extra warranty ( with dom and gen) which I do with all of my high priced items and appliances, so can get the unit fixed if necessary. I just don't want to go without a unit for another 12 weeks.

Hi

Email head office off their website as in the terms and conditions they have to supply you with a loaner, also ask the manager what they suppose to do as they arent adhering to the terms and conditions of the osc, (they hate you quoting the T&C's) you will at least get a credit each week its away, keep pushing for your remote again mention this to head office as for every customer that complains the manager's bonus and payrise is at risk so you will find every time you contact head office the store will start to bend over backwards for you. P.S if you arent satisfied with the manager's response after complaint escalate it to a regional manager and further. you get more the higher you go.

[clemma]

Hi

Email head office off their website as in the terms and conditions they have to supply you with a loaner, also ask the manager what they suppose to do as they arent adhering to the terms and conditions of the osc, (they hate you quoting the T&C's) you will at least get a credit each week its away, keep pushing for your remote again mention this to head office as for every customer that complains the manager's bonus and payrise is at risk so you will find every time you contact head office the store will start to bend over backwards for you. P.S if you arent satisfied with the manager's response after complaint escalate it to a regional manager and further. you get more the higher you go.

 

I can agree with that! I had to put up with the rubbish they spouted for 4 weeks until I demanded to speak to the Regional Manager. I also got Head Office involved. It's amazing how they change their attitude towards you when you do go higher up the chain.

 

I am no longer a customer (I took my name off the joint agreements that I had with my ex-husband) and I can tell you now that the staff were relieved. It got to the point where they would not speak to me on the phone or in the store.......they really do not like it when you know your rights

[scouemonk]

hi everybody. brighthouse arent as clever as they want you to think. six years ago my daughter in law died leaving my son with 3 young children, i was in kent working so travelled home over-night. the day after she died my local brighthouse rang and asked for my daughter-in law. i was fuming and not in the mood for a snotty slip of a girl telling me that she still had to keep up the payments. i spoke to her manager and informed him that i would speak to him after the funeral. when everything was sorted, i phoned the manager and asked for his area managers phone number, he reluctantly gave me a number, i called it and got an answer machine, i left him a message, i was on my way back to kent. the man rang me and asked me what the problem was, i told him, i also told him that i was on my way to london to appear on kilroy to do a show about suicide,(my daughter-in-law killed herself.) he nearly choked, he must have sh-t himself, i asked him for his regional managing directors phone number, or get him to ring me. i got the call an hour later, he apologised for the mix up, and as a good-will gesture and as a gift for the kids they could keep all the goods (a total of 17k at there prices.)flowers where delivered to my home for my wife, and a written apology to us all. oh! and kilroy i cant stand the man. (1 up for the little man.) scousemonk

[ll-whatthehell]

as an ex brighthouse employee i totally get where your coming from.

it was a job. i worked on the shop floor in sales. it was my job to sell. it was my job to get you to sign this contract. t was my job to make this "agreement" your signing look attractive.

some people cannot get a credit card

they cannot borrow from banks

are not eligable for an overdraft

and are stumped my other lenders.

yet, a single mother who's cooker/fridge/tv/sofa is no more. this is thier last resort.

brighthouse will tell you they are sensible lenders.

"we will not lend you more than 10% of your weekly income. you will not have to pay us back more than 10% of your income back weekly"

they do not tell you that once they build up a rappor withthem they will lend you more.

some customers with a weekly income of £200-250 were paying us £50-70 a week.

 

dlc is NOT compulsory. but for large/expensive items you must prove you have home contentscover (that will cover hire-purchase goods) its often cheaper than BH cover. and does more.

 

looking back at my time in brighthouse i enjoyed it. the staff were mainly horrid. the way the company worked was VERY sly and the reputation did not help popularity. but i got along great with customers, and fitted in well with what the job needed from me. however i wouldnt like to be in that position again. knowingly "trapping" these practically desperate people into contracts that they believe is theyre last hope

more options need to be out there. i dont know what, but something.

 

 

 

**would like to appologise for spelling mistakes. no spell check on this forum for me**

 

ll-whatthehell

[Voyager2378]

Hi, I'm new to the forums and was wondering if anyone could help?

 

I became a new customer at Brighthouse just 2 weeks ago and was successfully accepted for a new TV.

 

When the TV came it looked in perfect condition, but after setting it up, it doesn't work.

 

In your opinion, what will happen if I go to the store and speak to the manager and tell him what happened?

 

I've had problems with shops before, I bought a second hand computer, the same thing happened but when I took it back to the shop, they said that they had tested it before it went out and that they couldn't do anything.

 

Is this likely to happen again?

 

Thank You for your replies