BrightHouse Repair

[mart2012]

Hi

 

 

Not sure where I stand with this but thought I would post before contacting head office.

 

 

Our account is in my Mrs name so when the laptop started to develop a few minor faults I let it roll as they were nothing major but then more and more faults developed so I told my mrs to take it into shop for repair.

 

 

She came back with a new laptop and said she had been told in the shop there was nothing they can do as they don't deal with Acer no more and if they sent it to them for repair then they would just refuse to repair it.

 

 

Now I find this totally hard to believe and surely my rights here are that they should fix it or replace it. With being told this she signed up for a replacement laptop which I was told today nothing I had paid off the previous laptop counts. Whats more annoying is he said there was only 15 weeks of a 102 week deal to be paid off.

 

 

Any advice where I stand on this matter appreciated

[Conniff]

When did you purchase your original laptop ?

[hyperjase]

Yet again Brighthouse shrugging off responsibility. Under the Supply of Goods Act (because it's Hire Purchase), anything under 6 months old the onus is on Brighthouse to prove the fault was not present at point of purchase, after 6 months it falls to the customer to show a manufacturing fault etc - but as far as I'm aware it should last a suitable length of time depending on how much the laptop cost (and we know with Brighthouse they're extortionate!).

 

My advice would be to contact them either the store or Customer Services and put the situation to them and ask for a refund of the item as they have effectively refused a repair. Just because they don't deal with Acer any more isn't your fault - if you were still paying for an item ultimately it's still theirs and to a degree their responsibility to sort problems.

 

Don't give up without a fight! (I'm sure as hell not as they owe me £2500 in charges, mis-sold OSC and forced DLC insurance, next step Court!)

 

PS was your partner aware they'd taken out forced DLC and OSC now under the guise of 64% apr? (Which should be made illegal, moreso for the apr rate!)

[Guest Ann-Marie at BrightHouse]

Good Morning mart2012

 

I am sorry to hear of the difficulties you and your partner seemed to have had with the Laptop.

 

We do provide a repair and replacement service, however, in order for us to look into why your partner seems to have had issues arranging this, I kindly request for the account holder to contact our Customer Relations Team on 0800 526 069. If she would prefer, she can also email [email protected]

 

We would also be happy to discuss resolving this matter with you, however, we would need verbal authorization from your partner in order to this.

 

Many Thanks

 

Allen

 

Web Relations Team

[mart2012]

Cheers email sent and hopefully this can be sorted out

[mart2012]

Have emailed brighthouse now 3 times on the email you gave and had no response whatsoever

[hyperjase]

Well, Anne-Marie usually answers from the above account but maybe they've been fired for useless customer services, they probably stick it to the bottom of the pile as "not worth money". Will be interesting to see the outcome of this situation.

[Jason BrightHouse Web Rela]

Good Morning mart2012

 

Firstly I would like to apologise if you have failed to receive a response to your emails that you have sent.

 

I have raised this matter with the Customer Relations Team.

 

Please can you re-send your original email but in the 'subject line' please head your email with: CAG REF 101437

 

Alternatively, you can contact our Customer Relations Team on 0800 526 069 quoting your reference 101437.

 

I apologise for any inconvenience caused and we look forward to hearing from you.

 

Best wishes

 

Jason

 

Web Relations Team

[mart2012]

Sent again

[Jason BrightHouse Web Rela]

Dear mart2012,

 

Thank you for the update.

 

I have notified the Customer Relations Team that you have now sent the email.

 

They will review the details and respond as soon as they can.

 

Thank you for your patience so far.

 

Jason

 

Web Relations Team