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    • Hi everyone. We purchased a new bed from dreams 26/12/2017 which was delivered 01/02/2018.  We also purchased their delivery, assembly, take the old one away, tv, mattress, mattress protector, pillows and their 'bed cover' 8 years extended warranty.  We paid by 30 monthly interest free instalments and so just made the final payment.   It is a heavy duty king size lift up storage bed with a built in tv at the end.  It has always been a struggle to lift, my wife cannot do it on her own and it rarely stays up by itself.   At the beginning of this year, we noticed it had started to dip considerably in the middle.  Not the mattress, but the wooden base the mattress is on.  So on 09/02/2020 I emailed them about the issue.  They started by saying the mattress is not covered only the base, until I pointed out it is the base at fault not the mattress.  So they sent out Homeserve on the 25/02/2020 to come and repair.  He did what he called a temporary repair, said that the bed had failed due to a manufacturing or design fault (the metal bolts holding the wooden base to the lift up supports have pulled out of the wood) and that dreams would be in touch to arrange a replacement.  His temporary repair barely lasted a day, the bed was still dipping and he took plenty of photos for himself but seemed in a mad rush to leave.   Of course they didn't contact us, so on 30/03/2020 I emailed them back.  01/04/2020 they emailed back confirming in writing that it is a manufacturing fault and their sales team would contact me, however as expected due to Covid-19 this may take a while.   30/06/2020 I asked for an update.  03/07/2020 they replied saying their claims department would contact me within 5 working days.  They didn't. 15/07/2020 I emailed back asking them to escalate my complaint as well as providing a refund and compensation as we are now struggling to sleep and experiencing back ache due to the bed's extreme dipping, plus I am worried about the mattress getting damaged. 23/07/2020 They replied saying we are not entitled to a refund as it is a guarantee claim and they have passed it once again this time to their guarantee company to contact us. I have still not heard back.   This is now getting beyond a joke and I wanted some guidance on how I should proceed.  We are struggling to sleep in the bed and cannot now even open the bed to access our belongings inside as as soon as you try and lift you hear the sound of breaking wood.   Many thanks  
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    • i've known 10yrs of DD's to be refunded. the company must prove a valid contract for the period. no proof the DD's all get refunded   dx  
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Hillys

Oven twitchy and Comet refusing help

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Bit of a long one, please stick with me! Back in May 2009 I had an oven delivered from Comet. On 05th November the top oven stopped working, and was fixed. The element had gone, which is unusual and the piece has a 25 year guarantee. I don't use the top oven that much, and found that on 14th April 2010 it had stopped working again. An engineer came on the 21st, returned on the 28th and discovered he didn't have the part! There was no further contact until I called on the 6th May and was told the part was not in. Finally was fixed on the 15th. I was told by the engineer the problem was likely to be the oven itself as the part doesn't go wrong unless something trips it. I was told by Comet that if they can fix something they will, and if it's not fixable then I could have a replacement. As the part is always replaceable, they can just keep replacing the part, and not the oven.

 

On the 18th, the oven wasn't heating properly, and Comet agreed I needed a replacement. Then I spoke to someone else who said no, it's now out of guarantee! After talking to Trading Standards they agreed to a callout with no charge, and my oven was fixed again, at this point I had had 5 callouts in 6 months. I called again quoting sale of goods act, and a senior engineer came round.

 

Now the same thing has gone again in the top oven. Comet have said I can't have any more help without paying, and are unwilling to give a replacement without a service engineer saying it's the same thing that's gone. I won't pay for a service engineer, so they're not helping.

 

What can I do now? Clearly it's the oven that's faulty and there's no way I should have to pay for something that has been twitchy at best. I don't use the top oven that much, but it seems every time I try, it works for a few months then it goes again! I'm so frustrated.

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How did you pay for it? Clearly this oven is not fit for purpose, and to be honest should have been replaced long before now, the fact the one year guarrantee has passed is irrelevent.

 

BTW, what make is it and have you contacted the manufacturer?

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Guest Old_andrew2018

Any news

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Sorry, I have been in hospital and just don't have the energy for arguing my case right now :(. I should be up and running again in a couple of weeks, and will post again!

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Do not give up on this, it is 19 months old and has a major component failure. If you requested a free engineer within 18 months, tell them this and advise that they should be offering the service free of charge. If found to be faulty again, you are entitled to a free repair according to their in house sliding scale policy.

 

The part they have replaced actually has a full 12 month guarantee with it. So dont listen to them when they say 3/6 months etc, the part is new. The part should have lasted. If it has become faulty again, then its safe to say there is an underlying fault within the appliance.

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