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New Brighthouse Customer


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I had my new tumble dryer delivered on the 23/08/2010 by the 25/08/2010 the Tumble Dryer started to play up by tripping the electrics. I rung the store up at 4.50pm on the 25th was told by the bloke I spoke to that he would ring me straight back. At 5.20pm he'd still not rung back so I rung them again,he told me he would ring me before the store closes at 6pm. At 5.59pm he had still not rung back, so I rung them - hmmmm how do they like it when they get hounded by calls :smile: Someone different answered this time and she said there was no notes to say I had rung or to arrange someone to come out to look at the dryer.

She said she would have to wait until the next day to ring about a repair as the offices were now closed, I told her that was fine but that I wanted someone out asap to sort it for me. She then says she doesn't know when someone can come out, and that it would probably be next week.

Thats not good enough, they will expect me in store on Saturday to pay, and I told her im not paying for something I cant use - I told her the agreement works both ways!! She was really nice though, and told me she would ring me back today (26/08/2010) - lets see if she sticks to her word!!

 

I know all about Brighthouse and the only reason I went with them was because I was desperate. We are a family of 5 and it was a nightmare trying to dry clothes with the weather we are having!

 

I dont blame them for the fault with the tumble dryer,but it is upto them to get it fixed for me.

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The Sale of Goods Act applies to Brighthouse in the same way as it does to any other retailer, if you do not get satisfaction you can alwys write to them and reject the goods as the product is not fit for the purpose.

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Thank you for your reply crocdoc. Ive just rung them back, again nothing had been booked in, in regards to the repair. Was told they would have to contact Hotpoint as it is their responsibility as that is their procedure after a year. Ummm we are not talking a year, we are talking 3 days!! I told them this and asked what exactly I was paying service cover for and he said I was paying OSC for them to contact hotpoint?? Well then surely I can cancel the OSC and contact Hotpoint myself?

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Update again, waited 3 hours for them to ring me back with an update from Hotpoint. Ive now been told Hotpoint wont let Brighthouse report a fault / arrange a repair because they are a 3rd party. I then quoted his own words about me paying 'OSC for them to go through Hotpoint for me' I also told them that under the Sale of Goods Act they (Brighthouse) are responsible. He then gets arsy and says 'You dont need to quote the Sale of Goods Act to me'. I said there was every need when a brand new tumble dryer breaks down after 2 days!

He then asks for the seriel number and model number again, even though that was given to him this morning.

**As I was writing this I get a call back to say Hotpoint will be here Wednesday between 8am and 6pm -so we will see.**

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Update again, waited 3 hours for them to ring me back with an update from Hotpoint. Ive now been told Hotpoint wont let Brighthouse report a fault / arrange a repair because they are a 3rd party. I then quoted his own words about me paying 'OSC for them to go through Hotpoint for me' I also told them that under the Sale of Goods Act they (Brighthouse) are responsible. He then gets arsy and says 'You dont need to quote the Sale of Goods Act to me'. I said there was every need when a brand new tumble dryer breaks down after 2 days!

He then asks for the seriel number and model number again, even though that was given to him this morning.

**As I was writing this I get a call back to say Hotpoint will be here Wednesday between 8am and 6pm -so we will see.**

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Im assuming I still have to pay, there was no mention of a free week. Maybe I should ring them up and ask them, that as im going to be unable to use the product for a week, do I get the week free?

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Ultimately, the responsibility rests with the retailer and not the manufacturer, however they must be given a reasonable opportunity to put the fault right.

 

Extract from the Sale of Goods Act

If the trader has committed to repairing the goods, but s/he does not do so within a reasonable time or s/he causes significant inconvenience to the purchaser, the purchaser may be able to change her/his mind and, instead of accepting a repair, can ask for a reduction in the purchase price or ask the trader to terminate the contract and provide a refund. In some cases, the purchaser may want to ask for her/his goods to be replaced, but it is not common for an purchaser to choose this option.

89

If the client is unsuccessful at resolving her/his consumer problem, in England, Wales and N. Ireland, s/he can consider applying to the court to make an order for specific performance or, in Scotland, to make an order for specific implement. If a court order is made, the trader may be forced to provide a replacement, repair, a reduction in the purchase price or to terminate the contract and provide a refund.

 

Taking the above factors into account, I would write to Brighthouse (Recorded Delivery) stating that if the goods are not repaired or replaced within the next seven days, you will exercise your Statutory Rights and reject the goods under the terms of the Sale of Goods act and demand a full refund as the product is clearly unfit for the purpose.

 

I would not stop paying at this stage as this company will do anything to avoid taking responsibility, to continue payment at this stage clearly shows goodwill on your part.

 

I hope this information is of assistance.

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