needing help for a friend

[elly2]

My friend got a tv from brighthouse aprox 2 years ago

there are still 50 weeks left to run on the agreement,

 

on the 27th of march the tv was hit by lightning

she contacted the store and they came for the tv on the 28th march

 

they brought a replacement tv for her of different specs and a smaller screen,

the store insisted she continued to pay the origional price of the higher spec tv which she did for about 5 weeks.

 

After numerous calls to the store a replacement tv was found and delivered to her house

this tv was unfit for purpose as it would not sit on the stand correctly and kept tipping forward.

it has now been 53 days since the incident and she is no further forward,

 

she has stopped making payments due to the fact the tv she now has is not the same spec as the origional tv,

the store keeps fobbing her off and seem unwilling to help but are badgering her for payment.

 

What are her rights?

has a reasonable amount of time passed and is she now entitled to a refund?

 

she has over the last 2 years paid aprox £750 for this tv and pays the relevant insurances to the store.

[BRIGADIER2JCS]

Perhaps a formal complaint to BH head office pointing out all the problems and that the "insurance" must cover replacing the set with an equivalent product that is fit for purpose.

[Conniff]

With any agreement, stopping payment is never the way to a resolution.

Having said that, if you don't have what you are paying for, then I can see the justification.

 

 

I think you will find BH are looking to find a returned or repossessed tv somewhere in their group that matches yours as they are so intent on making profit that replacing like with like means replacing with a second hand one and not new if yours can't be repaired.

 

 

I trust this is a 'Hire Purchase' agreement ??

If this is HP, then she should claim back the insurance as mis-sold. She is only renting the tv and it still belongs to BH so it is 'their' responsibility to repair it and not hers as in paying insurance.

Edited May 20, 2014 by Conniff

[elly2]

Hi thanks for the replies

 

yes it is a HP

 

i found this while searching BH website for a code of practice Damage Liability Cover (DLC)

means that you will not have to continue to pay for your product if it is damaged or stolen.

 

She has been paying this and the other insurance cover.

 

The tv can not be fixed and the shop informed her they were sourcing a replacement for her but it has been nearly 7 weeks now.

 

They have been calling her to ask for payment and she is finding it hard to get in touch with the manager of the store

they keep telling her he is not available and no assistants seem to be able to help her to sort it out

they just keep saying she needs to deal with the manager.

 

Will tell her to get in touch with head office to see if it can be resolved.

[Jason BrightHouse Web Rela]

Good Morning elly2

 

Thank you for taking time to raise this matter to my attention.

 

If a customer's item needs to be sent for a repair to our Service Centre, we would supply the customer with a similar loan item that they can use just up until their item has been repaired and sent back.

 

If the item cannot be repaired, we have a 'like for like' replacement policy which means that we would provide a replacement model that is of the same age, value and specification if the exact model is no longer available and has been discontinued.

 

I am sorry to hear that it seems your friend has not received a suitable replacement that she is happy with and also for the length of time that has passed to try and resolve this matter so far.

 

I kindly request for the account holder to contact our Customer Relations Team on 0800 526 069 or to email us at [email protected] as we will be able to investigate this matter further and help resolve this to her satisfaction.

 

Many Thanks

 

Jason

Web Relations Team

[Conniff]

By all means contact as requested above, but take no crap from them, and make sure she puts in a claim for return of 'all' the premiums paid for this invisible and not required insurance.

She should also negotiate a reduced payment for the weeks she has been fobbed off with a different tv.

 

 

If you need to go higher [email protected] is the head man.

[elly2]

Hi I think that is what is anoying her the most she was paying for a 40 inch tv but has a 32 inch older lower spec model which obviously would be lower payments in the store she feels she has given them adequate time to sort the issue out but is now just being fobbed off.

[Conniff]

53 days is way way over what is accepted as 'reasonable'.