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Buy As You View Get A Brand New Customer Today !

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Greeting Caggers!

 

Please forgive the length of this post. However, if you have been following the recent threads starring Buy As You View you may find it quite interesting…

 

Are you sitting comfortable? Ok, then I shall begin...

 

As many of you will know, recently I have been trying to help Buy As You View with their desire to be more open and accessible to customer’s complaints and problems here on the CAG. It’s been quite a hard slog so far, but I do believe the company (at director level anyway) really does want to improve it’s level of customer service, and to be seen as a responsible and caring lender.

 

Regardless of your own opinions of Buy As You View, and any past experiences you may have had with them, you have to give them credit for taking the plunge and being the first of the rent-to-own retailers to have an official representative at the CAG. This decision would not have been made lightly by Buy As You View. They would have known they would be in for a bumpy ride.

 

Some of my own concerns, and things I hope to see openly discussed, are

 

INITIAL SALES PROCEDURES. Do new customers fully understand their agreements, and have the relevant aspects of law been explained to them—for instance early settlement rights, interest rates, their legal obligations etc.

 

INCOME AND EXPENDITURE ASSESSMENTS. What training do Buy As You View Account Managers receive in order to accomplish this? Presumably the customer must divulge sensitive, private and personal information during this process. How is this information stored, and what safeguards are in place to keep this information secure?

 

OPTIONAL SERVICE COVER. How are these optional service agreements sold? Is the customer given the choice whether or not to buy them? Do Customer Account Managers receive extra commission when selling them? Does the customer then pay INTEREST on these agreements by way of them being added to the main Hire Purchase Agreement?

 

THEFT AND ACCIDENTAL DAMAGE COVER. Pretty much as above, but is the customer made aware that only their LIABILITY under the main Hire Purchase Agreement is being insured? Do they understand there is no replacement product in the event of a successful claim?

 

TELEVISION COIN METERS. Presumably the coin meter is not part of the rental (Hire Purchase) package? Therefore, who LEGALLY owns the money once it has been put into the meter? Is it a PAYMENT method or is it a SAVINGS system? Can the customer remove or bypass the meter? If the meter is NOT a part of the rental (Hire Purchase) package, who would be held responsible for the meter (and its contents) if they were to be stolen?

 

I also understand that a coin meter will be fitted to a customers television even if the television is the customer’s own property, and NOT part of the rental (Hire Purchase) package. In this situation, is there any risk of damage to the customer’s television? Does having a coin meter fitted in any way invalidate any guarantees or warranties the television may have? In the event of insufficient credit being on the meter, is it is legal to deny the owner access to their own property, and prevent them from being able to use it?

 

ADDING EXTRA ITEMS. I am really keen to explore how customers add to items to their agreements, and how the new items are financed. Buy As You View have said:

 

The customer has a choice. They can

1. Choose a modified agreement

2. Choose a parallel agreement.

 

it is entirely up to them. We do not automatically re-finance the original agreement. The benefits of each is explained during the time of purchase and the customer can make the choice. Currently it is a 50/50 split

I would like to know that when explaining a re-financed agreement, is the customer told that, by accepted it, they are giving up their statutory rights regarding early settlement and re-possession? Is it explained to them that the goods being re-financed will then be a further 2 - 3 years down the road before they actually own them?

 

I am also curious as to what actual figure on the previous agreement is re-financed. Is it the real-term SETTLEMENT FIGURE or is it the OVERALL OUTSTANDING BALANCE? If it is the latter, is the customer advised they will be paying interest on interest, further raising the final cost of the item?

 

I accept that a re-financed agreement may well be a fair solution to a customer having accrued serious arrears on their account, and in that case Buy As You View could be considered as acting fairly. But for a customer to lose their statutory rights (and have an increased debt) just for being a REPEAT and VALUED CUSTOMER is, in my opinion, a very unfair contract term.

 

IF THINGS GO WRONG. And by that I don’t mean goods breaking down—I am sure all of that is taken care of through the SUPPLY OF GOODS (IMPLIED TERMS) ACT 1973. I am more interested in what happens if the customer has financial difficulties, and falls behind with their payments. There have been many, many cases here on the CAG where customers have reported unreasonable demands for payments, been threatened with (and in some cases been subjected to) INSTANT re-possessions (with no court order present), and even been threatened with police intervention...

 

There’s a lot of questions there, Lefty!

 

Yes, there is. And I plan to get answers to them all. However, I am somewhat disappointed with communication from Buy As You View. Over the last three weeks I have sent them 5 private messages, and 4 emails. All have been ignored. I can understand that to a point, after all I am only a representative for a highly respected self-help consumer website. I am SURE that Buy As You View wouldn’t have ignored me like that if I were actually one of their customers…

 

...So, as of TODAY I have become a customer of Buy As You View. I have ordered an [item] and look forward to meeting my customer account manager over the next 48 hours. As this meeting will be taking place in (one) of my own properties, I shall record or video the whole thing. I am looking forward to it, and genuinely hope my Buy As You View experience will be everything the company promises.

 

Cheers

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

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Lefty

 

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Go for it Lefty. You have my full support.


:cool::cool: Blondmusic :cool::cool:

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Hi Lefty

 

You seem to really have it in for BAYV - like it. You may also want to dig on Homebuy, if you think BAYV are immoral, Homebuy people often step over the line but fly below the radar.

Many of their managers are driving Audi A4,s, A5,s and other expensive cars. When they refinance a customer there are no figures on the sheet relating to interest, length or settlement figures.

 

I worked for both companies for over three years were I witnessed [edit] from the employees. I left BAYV by mutual agreement for questioning their practices and was dismissed by Homebuy over an alleged client database of 29000 customers, although for six months previous I had also questioned their practices relating to not seeking a police access report from its employees.

 

If I can be of assitance let me know.

Edited by Lefty
removal of potentially damaging remarks

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Hi Lefty

 

You seem to really have it in for BAYV - like it. You may also want to dig on Homebuy, if you think BAYV are immoral, Homebuy people often step over the line but fly below the radar.

Many of their managers are driving Audi A4,s, A5,s and other expensive cars. When they refinance a customer there are no figures on the sheet relating to interest, length or settlement figures.

 

I worked for both companies for over three years were I witnessed some [edit] from the employees. I left BAYV by mutual agreement for questioning their practices and was dismissed by Homebuy over an alleged client database of 29000 customers, although for six months previous I had also questioned their practices relating to not seeking a police access report from its employees.

 

If I can be of assitance let me know.

 

Thanks for your comments and offer of support. However, I would like to stress that I absolutely do not "have it in" for Buy As You View, or any other company for that matter. I actually believe I have been very supportive of Buy As You View, and I welcome their input here at the CAG.

 

I just like to be sure of my facts (being an ex hack) and sometimes the only way to do this is through personal experience.

 

Cheers

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

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This reminds me of a documentary I saw on TV. This scientist had set up a razor blade to cut himself 2 mm deep and 1 cm long, and he's time how long it took his blood to coagulate. He did this daily whilst on a diet of only fish, and produced a graph that showed over the course of a couple of weeks his blood clotted less, and so lowered his risk of heart disease.

 

The sort of experiment that although not 100% clinical, gives a great insight... and also not something I'd personally do myself :p

 

Best wishes, and I look forward to updates on this thread.


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This reminds me of a documentary I saw on TV. This scientist had set up a razor blade to cut himself 2 mm deep and 1 cm long, and he's time how long it took his blood to coagulate. He did this daily whilst on a diet of only fish, and produced a graph that showed over the course of a couple of weeks his blood clotted less, and so lowered his risk of heart disease.

 

The sort of experiment that although not 100% clinical, gives a great insight... and also not something I'd personally do myself :p

 

Best wishes, and I look forward to updates on this thread.

 

I don't actually plan on using any razor blades at this point... ;)

 

I would also point out that I do not see this as an experiment, or an expose or anything. As it happens, the [item] I have ordered is something one of my properties could really do with at the moment, and I was in the market to purchase an [item] anyway. I have read really good things about Buy As You View on their website, and decided to give the company a try. It's as simple as that...

 

Cheers

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

;)

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Is this a covert operation then?

MI6 would be proud!

This could run and run

CAG's own soap opera.

Looking forward to the next episode.

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Is this a covert operation then?

MI6 would be proud!

This could run and run

CAG's own soap opera.

Looking forward to the next episode.

 

Nope. Nothing covert about it at all. And, for that matter, the CAG has had nothing to do with me chosing to become a customer of BAYV.

 

But for the benefit of the CAG I would like to learn more about the BAYV customer experience, and I am also in the market to buy an [item]. As luck would have it, BAYV can supply me with an [item] at what strikes me as a reasonable price (for a credit deal) so I have decided to kill two birds with one stone, and buy my [item] from BAYV. It really is that simple...

 

Cheers

Lefty

Edited by Lefty
clarified a point

If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

;)

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I realise it is nothing to do with CAG, except you posted about it on here.

But do they know who you are ( Cag site team ) and that you will be posting your comments on here!

i.e. have you told them.

Edited by raydetinu

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I realise it is nothing to do with CAG, except you posted about it on here.

But do the know who you are ( Cag site team ) and that you will be posting your comments on here!

i.e. have you told them.

I don't actually remember saying anything about posting any comments on here. All I have said is that I want to experience first hand the BAYV customer experience. There are a lot of points (and questions) I would like answers to - see my original post. This will then assist me (as part of the CAG site team) when helping members who may be experiencing problems with BAYV.

 

I did exactly the same thing with BrightHouse a few years ago (along with two or three other CAG members) and the results can be found HERE.

 

Cheers

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

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I would just like to add that, since I made my original post this afternoon, Buy As You View have replied to all 5 of my private messages. (My emails still haven't been replied to though, but in all fairness they were very similar in content to my private messages.)

 

So, I have to admit that - so far - my experience as a Buy As You View customer has been very positive!

 

Cheers

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

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so as with Brighthouse you will post! eventually.

and if you emailed them they know who you are!, not very objective or unbiased if they know who they are dealing with.

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so as with Brighthouse you will post! eventually.

and if you emailed them they know who you are!, not very objective or unbiased if they know who they are dealing with.

All that Buy As You View know is that today - somewhere in England - somebody ordered an [item] and became a new customer...

 

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

;)

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All that Buy As You View know is that today - somewhere in England - somebody ordered an [item] and became a new customer...

 

Lefty

 

 

Will this new customer be buying something else he likes, further down the line?:wink:

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Well, folks! I have to say, everything is going very well so far... I have even had a few of my questions (see first post) answered... I passed my income and expenditure assessment (Yippee) and my order has been approved! Looking forward to delivery next week!

 

Cheers

Lefty

 


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

;)

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I think what you are doing here Lefty is absolutely brilliant. My only concern is that to 'enjoy' the full bayv experience you would need to fall into arrears (that seems to when their award winning customer service comes to the fore)

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I think what you are doing here Lefty is absolutely brilliant. My only concern is that to 'enjoy' the full bayv experience you would need to fall into arrears (that seems to when their award winning customer service comes to the fore)

 

Nope! Don't want to get into arrears just yet... I'll be wanting to add another item pretty soon... Very keen to learn all about re-financed agreements... ;);)

 

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

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Oh no..! An important domestic appliance has just packed up... I wonder if Buy As You View can help..? I'll give my Customer Account Manager a call I think... He said to call him if I had any problems, or needed any help... Really nice guy actually... Let's see...

 

Lefty


If the left side of the brain controls your right, and the right side controls your left, then left-handed people are always in their right mind!

 

Please help to support this site with a small donation... every little helps...

 

CAG- The Nation's Weekly Info Store!

;)

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Any update on this?

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We would suggest any of the site team to contact Graham Clarke to provide all the information requested then this can be posted, if required on CAG

 

Kind Regards

 

BAYV

Customer Services Team

 

I would suggest you get in touch with me. I will tell you the truth about BAYV, about how BAYV is managed and about the many scandals this company has hushed up. BAYV's credit licence will be at serious risk and a few of their regional offices will have the doors closed very soon. Mr Clarke has got a lot to hide. Didn't you have a BBC reporter interested in this company? He'll die for my story. :mad2:

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