Brighthouse 9kg washing machine faulty

[ozzywizard]

I am just about to put together a letter for brighthouse as there level of customer service is a disgrace. will put letter on here soon as ive put somthing together . .anyone know who to mail it too higher than the local store ?

[dx100uk]

see the stickies here on the BH homepage

 

dx

[ozzywizard]

Thanks DX, just done that. .

. need to put the letter together now but this is the general idea.

 

I have a contract with yourselves for a 9kg washing machine

which about 8 months ago became faulty causing the door to shatter

and smash all over my kitchen and my clothes that were being washed at the time had to be put in the bin. .

 

As your products have insurance included

it was arranged for the broken washer to be taken away for repair

and a loan washing machine to replace it for the time being

at which time I was estimated a time scale of about 4 weeks.

 

After about 4 months I phoned up the store as it was a struggle with the loan machine being only 7kg

and me needing a 9kg,

 

I was advised that I could just keep the loan model as mine was not fixable.

 

About a month after that I was contacted by Brighthouse telling me that they are going to deliver

my old machine back and take the loaner,

 

I then raised the issue that I was promised I could keep the one I had currently had for 6 months

and become used too although not big enough,

 

The store said I can only do this if I sign a new agreement

which would of cost me a further 800 pounds as my contract is not far from finished

so I refused to sign a new one from the beginning again.

 

When your engineer came with the new washing machine he plumbed it in

and he then tested it to check if it works and it started with a big bang

and the drum turned with the noise of scraping glass

and it then flooded my kitchen

so the engineer then took the machine back again leaving me with the same loaner. .

 

So I have had the loan machine now for about 8 months

and I am told that my old washer has been fixed again

but to be honest I have no faith in my old washer again

after it damaging all my childrens clothes on the first occasion

and flooding my kitchen on the second,

 

I feel when I speak to the store they are dogmatic on returning my old washer

instead of replacing it like for like.

[dx100uk]

mention the sale of goods act

 

and get reclaiming those useless and totally unnecessary insurances

 

they are not compulsory & there are no rules

that state ANY good on HP must be insured.

 

you've prob paid twice for those goods anyway by now.

 

and no don't line their pockets with more money on a new agreement

for a second hand machine!!

 

they have had long enough under soga to repair/replace or refund your faulty machine.

 

disgusting.

[renegadeimp]

I would also see what trading standards have to say about this. Perhaps it's a new tactic by BH. Give you faulty goods, or wait till they are faulty, send you an inferior replacement, then when you challenge them, they say you have to sign a brand new agreement.

[ozzywizard]

im going to look into Soga, ty DX .. Also Renegade I am planning on contacting trading standards and the store have tried to preasure me into signing a new 3 year contract but I only have 23 weeks left on this agreement so no chance. .

[Jason BrightHouse Web Rela]

Good Morning ozzywizard,

 

I am sorry to hear of the challenges you seemed to have had with regards to resolving this matter.

 

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 F0698013 and I will be happy to help you.

 

Look forward to hearing from you soon.

 

Many Thanks

 

Jason

Web Relations Team

[renegadeimp]

The amount of 'investigating' you do because of unlawful behaviour by your staff jason, i suggest you overhaul your training programmes. Unless of course, the staff are told to do this, which it seems like they are, due to almost everyone having complaints .

[ozzywizard]

After Jason's above message,

I did send an email as advised to customer relations. .

 

I don't think it was Jason himself who replied

although in his above message he stated HE would like to investigate this for me..

 

I got a reply saying somone will contact me today. .

 

A few hours I did get a call off a manager asking me to go in store tomorrow

as he has spoken to the store and they will deal with this to my satisfaction . . .

 

Shame I got to get a babysitter to go all the way into town to resolve this as they couldn't offer a resolution over the phone

which tells me they want me in person to sign a new agreement, but lets see what is said tomorrow..

 

I will keep you all updated and then proceed to my own escalation process

[renegadeimp]

Do NOT sign any new agreement.

[ozzywizard]

Nooooooooo intention of doing. . no way not going to happen . . . .

[Jason BrightHouse Web Rela]

Good Morning all,

 

I just wanted to update this thread and confirm that this matter seems to have been successfully resolved at store level.

 

In order to resolve this matter, following a discussion held in the store, a replacement washing machine has been identified and we understand that the customer was happy with the resolution.

 

Many Thanks

 

Jason

 

Web Relations Team

[renegadeimp]

Pity it took all this effort to get it sorted jason.

[ims21]

I think I'd rather have ozzywizard's confirmation that this has been resolved.

 

ozzy?

[ozzywizard]

Apologies to all for the late update, and thanks Ims21 for awaiting my response. . .

 

Jason is correct this is now resolved,

but certainly not at store level as it was an area manager

that contacted me after I sent the complaint email,

the area manager was not from my local store..

 

I agree with everyone here and what RenegadeImp said that it should of been sorted a lot sooner.

 

The end resolution was one I suggested months ago,

that I keep the loaner washer that was supplied when mine went for repair .

 

. the amount of phone calls I had with the local store was unacceptable

and the only resolution they originally offered was to sign a new contract

which would of led to me paying a further 700 pounds. .

. . so yes now resolved with a resolution that could of been done 6 months ago

with the correct level of customer service.