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    • The country has seen electricity shortages that have left some factories and homes without power.View the full article
    • HI   Ah that little lets downgrade it to a Stage 1 Complaint so it looks like wee dealt with it properly if the Regulator looks at our books/files.   It's a tactic Housing Association use even my own recently tried that and I refused to let them get away with it.   So you respond to the Customer Service Manager NOT BY PHONE unless you can record the call.   To Customer Service Manager   Following our telephone conversation on XX/XX/2021 reference my Formal  Complaint you informed me that my Complaint was being dealt with as a Stage 1 Complaint.   I find this unacceptable as this Complaint was made via T&C online Portal with Acknowledgement receipt from T%C of my Complaint in July 2021 and T&C have now only decided to deal with this after I recently had to Hand Deliver (16th Sept 2021) that Complaint to your Office which is  unacceptable.   Therefore T&C have had from July 2021 to resolve this Complaint as per your own Stage 1 Complaint procedure and I quote:   Stage 1: Your complaint will be allocated to a member of staff who will contact you within 2 working days to discuss your complaint and understand the problem. We aim to resolve complaints within 10 working days, but sometimes investigations can take longer. In this case we’ll let you know, keep you updated and agree a timescale for our response with you. As the above has not been carried out and was only acted upon as previously stated when I hand delivered  my Complaint again on 16th Sept 2021 to your Office this is not a Stage 1 Complaint as T&C have Failed to carryout the above Stage 1 Complaint Procedure since July 2021 therefore my Complaint should be Escalated to a Stage 2 Complaint as per your own Complaints Procedure. If T%C refuse to escalate this Complaint to Stage 2 I require full Clarification as to why.        
    • Hi guys, I have recently found this website and have been reading a lot regarding Hermes scandals. Thanks a lot to all the people running and supporting this forum. Doing lord's work. Here is my case, hope I can get some help. On 07/08/2021, I used Hermes service to ship my laptop however the laptop never reached its intended destination.  On 16/08/2021, I had a chat with their representative over the phone to get an update on the situation. I was told they will start a brief investigation to find my laptop. After a long wait, on 14/09/2021, it was confirmed that my laptop was indeed lost. On 25/09/2021, I filled in the compensation form.  On 27/09/2021, I received compensation of £20 + postage of £5.80. On 28/09/2021, I asked them to review their compensation and reimburse me in full. (Formal complaint) The laptop was purchased on 02/08/2021 priced at £1049. Do have a PayPal invoice for it. I did not use Hermes insurance as I didn't have any trouble with their deliveries in the past. The parcel was declared as a laptop. I have prepared a letter of claim to send them as soon as they reject my request to pay in full. Few questions, I couldn't find answers about: Do i need to send email to Hermes with letter of claim or post? Next steps: Wait for formal complaint's response..  Submit letter of claim, wait 2 weeks, then register and issue complain on money claim county court website? Hope i can get some feedback on my letter of claim.   Letter of claim1.pdf
    • See all resources available if you would like to become an apprentice in Coventry.View the full article
    • Funny you should mention it-I have today got a letter from the court telling me the judge's comments 'there is no record of an email of 23 July 2021 with the Help With Fees application' 'the Help With Fees code was not generated until either 21 April 2021 or 18 August 2021 and so cannot have been included in an email sent on 23 July 2021'.  'If you want to set aside the order of 2 Aug 2021(I assume that's the one that no-one vhas received,vacating the case) you must make an N244 application  and pay the fee of £255 or submit a Help With Fees application'.   They don't even know when the code was generated and have no idea whether this was before or after the email was sent to them...    
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Hi all,

I'm really hoping someone can help.


I have had a laptop with BH for two years.

It was sold to me as refurbished however the store manager who sold me it claimed it was brand new and there was a stock inbalance.

Alarm bells should have rung and I should have insisted on a brand new laptop sold to me as a brand new laptop.


I didnt have the OSC but I do have DLC.

I previously had a problem with the screen and it was sent off under DLC and repaired. Great!


Now days after this it began to switch itself off,

then it completely stopped working to the point it will not even switch on.


I bought a new battery, tried that. No luck.


Spoke to BH who told me there was nothing they could do as I don't have OSC! My responsibility,

meanwhile I have to continue paying for this item until Jan 2015.


I took it myself to see how much it would cost to be repaired and was told it needed a new motherboard.

Something that was not cost effective,

it would cost in the region of £200-300.


I'm just wondering where I stand,

is there anything I can do.


I have read and read, this forum has been great

but I also now realise that because it was sold to me as refurbished,

my rights are limited.


Can anyone advise me on this?

Thank you!

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You don't have contents insurance then?



Optional Service Cover (OSC)

With Optional Service Cover (OSC) you won’t need to find a penny extra if your product breaks down. We’ll aim to repair it or replace it quickly, with all parts and labour included - no hidden charges. (Terms and conditions apply).

Download full details of Optional Service Cover here.



Damage Liability Cover (DLC)

Damage Liability Cover (DLC) means that you will not have to continue to pay for your product if it is damaged or stolen. Our hire purchase goods must be covered against damage caused by fire, theft or accident. If you do not have a home contents insurance policy or alternative insurance to cover hire purchase goods, BrightHouse’s DLC is available.


As usual, BH are telling porky pies!



If they sold it to you as NEW, and it is actually a refurb then they fail, you win and can demand a full refund or replacement.

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!



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matters not [in all fact] that is was 2nd hand


soga still applies.


send it back for repair under soga.


i'd also be either refusing to pay for it since its stopped working


demand a refund of those weeks when this is settled.


if you refuse payment, they'll never do court anyway.



please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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They sold it to me as a refurb, but it was new. They made out I was getting a great deal as I was getting a brand new laptop but paying less and on the system it was down as a refurb, they were apparently able to offer this to me due to a stock imbalance.

No, i dont have contents insurance, so I have the DLC.

So, even though it is a refurb I can still insist they sort it under SOGA? I wanna know what I'm talking about before I go and speak to the store manager on monday as they've already tried to fob me off once! But i need to know what Im talking about.

Thanks for your reply x

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Thanks for your reply dx, I thought with it being second hand it I wouldn;t have the same rights. What is the supply of goods act? I read another reply on here/ response from BH that they sell goods under the supply of goods not SOGA? Thanks

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Good Morning KirstyL89,


I am sorry to hear of the difficulties you seem to be having with your laptop.


I would like the opportunity to investigate this for you. Please contact Customer Relations on 0800 526 069 or email the account details and any relevant information that will assist with the investigation to [email protected] quoting reference F0693782 and I will be happy to help you.


Look forward to hearing from you soon.


Please update the thread with any feedback you have.


Many Thanks



Web Relations Team

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Hi Jason,

Thank you for your reply. As you suggested I contacted customer relations, I called them yesterday. Today I have had a call from my local store manager with the offer of a replacement laptop so I'm delighted it has been resolved.

Thank you!


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Good Afternoon KirstyL89,


Thank you for taking the time to contact us and allowing us to look into the points that you raised.


I am delighted to hear that the matter has now been resolved and should you need to speak with us again, please do not hesitate to contact our Customer Relations Team on 0800 526 069 or email [email protected] and we will be happy to help.


Many Thanks



Web Relations Team

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