Domestic & General Protection Plan - Be warned!!!

[radomir67]

I bougth a one year protection plan for my washing machine from Domestic& General, but after an experience with them I would have been better offby buying a brand new machine.

 

On Tuesday 20. Nov. 2012, I booked the date for the repair of my washingmachine and told them it was an electrical problem, as machine was blowing thefuse. The earliest date they had available was following Tuesday 27. Nov. I wasnot happy, but had no choice but to accept that date. Day later (Wed) somebodyfrom their office called me on my phone and asked if engineer can come that dayto repair machine. I said yes, but I needed some time to get home from work.They said no problem and that engineer will contact me in couple of minutes toarrange the time. Nobody rung me, instead I received a text message telling methat engineer will arrive between 12- 02pm. I left my work and went home andwaited for an engineer...and waited...and waited... He never came. No phonecall, no text...nothing!

 

I rung customer services and told the lady my problem. She responded bytrying to sell me their descaling product. When I told her that I am not happyabout it, she tried to contact the engineer, but he wouldn’t pick up the phone.

 

I asked her to book me another appointment and she did, but not even onTuesday 27. November, the date I originally had, but day later Wednesday 28.November. I was fuming but there is nothing I could do. I made a complaint bye-mail, to their Customer "Care" Department, but still did not get areply.

 

On 28. Nov engineer came and guess what? He did not have a spare fuse withhim. Little 13A fuse and he came to repair my machine. I had to go and by fusesfor him from local shop.

 

To cut the long story short, after trying to find the fault for an hour, hehad to give up and told me that his superior will come in about one hour. Hedid come and unfortunately he neither could fix the problem. I was told thatthey need to replace whole drum, but they have to order it, as they don’t haveit in the stock. I was told that somebody will call me next day. No call nextday!

 

When I rung them they told me that they couldn’t give me a date for repair,only when they receive a drum. Anyway, few days later they called me and bookeda day for a repair. Friday 07. Dec, 17 days after I first rung them. It wasbooked as a morning job, between 08am - 01pm. I even got a conformation textday before, that engineer will come in the morning slot.

 

I did not go to work and I began waiting... At 11:30 engineer calls me andjust informs me that he will come between 3pm - 5pm. I was shocked and when Iquestioned it and told him that I have to collect my kids from school at thattime he told me more or less that that was my problem and that he will come atthat time. At the time of writing this 12:30, machine is not repaired yet andGod knows if it is going to be, at all.

 

For one repair, I had to ring them at least 4-5 times, each call lasting15-20 min (most of it is waiting) and to take 3 days off work. Now simple mathwill tell you that I would be much better of just buying a new machine thanpaying £140 warranty + 3 days not paid at work. Not to mention shattered nerves!

[labrat]

just had same issue with MIL's washer

 

bearings seized new drum needed. hotpoint washer waited from 29th nov getting told various times it would be in etc

 

emailed ceo offices today at midday asking for it to be resolved in a reasonable time frame 1:00 got a call saying for the delivery cost of £40 they will swap it for a new washer as they dont know when the drum will be in

[Guest Michael Rosen-Domestic and General Brand Manager]

Hello, I have just seen your post and am sorry that you have had this poor experience to date.Please email me on customerhelp(at)domesticandgeneral.com and I'll try to help resolve this for youKind regardsMichaelDomestic & General

[labrat]

would contact the op my issue is sorted new washer arrives tommorow

[Guest Michael Rosen-Domestic and General Brand Manager]

Ok I am glad to hear that. Thanks

[IdaInFife]

well done d&g

[citizenB]

Labrat, would you please pop your experience up on a separate thread.. then we can put resolved in the title.