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jimbojames

Mastercare Support Agreement

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Hi Everybody,

 

Not sure this is the correct place for this but as I bought the item from Curry's I thought it was the best place.

 

I am after some advice regarding a washer/dryer that is protected by a 12 month Mastercare support agreement.

 

The washer dryer is 8 years old but we have always been protected by Mastercare and they have always fixed the problem throughout the years. However a few weeks ago we had a the common problem of the dryer not getting hot and requested an engineer to come out and clean the condenser. If this was an easy job I would have done it myself, but it is buried at the bottom of the washer dryer and we have been told not to do the job ourself. Anyway, he found a piece of plastic in the pump and claimed this was the problem. We asked him to clean the condenser and he said "no". We were not surprised when the dryer was exactly the same and on the first wash after he left the drum started making a loud noise so we reported both faults.

 

On the second visit (12th November) he said we can still use the washer but we need a new drum. He also ordered a new condenser and said there is no need to clean the condenser as a new one is coming. The day after he ordered the drum and condenser I got a text saying they were out of stock and we would be contacted when they come in. I have used the washer a few times but it is getting nosier and nosier and it really is not washing clothes very well. I rang today for am update and they said there is no expected date for the drum, so i asked if they can send an engineer to fix the condenser, and this is where i need advice...

 

She told me I can not have an engineer because I have already had two visits with the same problem. Despite explaining that neither of them actually bothered to empty the condenser, she was adamant that no visit can be booked and I need to speak to my home insurance company and ask them to fix the problem. I have never heard this rubbish before and doubt it is true but she would not budge. The new condenser is also out of stock and I will have to wait for it to arrive. I am basically without a washer or a dryer, no engineer can be booked and they have no date of when the machine will be fixed.

 

The agreement says "For the life of your support agreement we will carry out as many repairs as your product needs" it makes no mention of two visits only. I can not find on the warranty an explanation of how long they have to fix the problems which is already becoming an inconvenience. Does anybody know what a reasonable time to fix the problems is?

 

I have been offered another 12 month agreement which is due to start next month but do not know if I should take out the cover.

 

I hope I explained my problem properly

 

Kind Regards

 

Jimbo

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Hi JimboJames

 

I have a friend who works for Currys... He is advising me that you should go into store and discuss it with the staff there. Due to the level of work you should be entitled to at least a expiated repair or replacement in some circumstances.

This may require you to get a 3rd party involved to assess the unit but you can recover this cost in some form if any legal action or complaint is raised accordingly.

 

If this fails and you cannot get a successful resolution, Due to the amount you will have paid for the cover, Currys will be liable to replace the device as part of your terms but may cancel the cover.

Also with this washer dryer being 8 years old, it may be End of life.

 

Please let us know how you get on. Any questions please ask...

 

FKO

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Hi and thanks for the reply,

 

I have been into Currys today and they could not have been more unhelpful. The would not look into the problem, they would not ring them for me, they would not look into a new policy of customers being told to claim on home insurance, they would not look into a new policy of two visits only per problem, they would not find out how long Mastercare have to fix the problem and they would not look at my policy to see is I have missed anything to clear the matter up. They just kept saying I need to speak to mastercare as the sale was so long ago.

 

I said yesterday that my machine was 8 years old, well it is actually almost 9 years old. However in the last 4 years I have had a new drum. new door, new elements, new counter weights, new seal, new gasket, new pump. new condenser, new motor to name just a few things. Mastercare must be aware of this as they are offering me 12 months cover for £145. I was not going to do this, but I would like them to fix the problems which are covered on my current policy.

 

I spoke to my Home Insurance and they have never heard of anybody being advised by Mastercare or any warranty company to claim on home insurance. They suspect I am being mislead

 

I will email Mastercare and ask for clarification on what customer services are telling me.

 

Thanks

 

Jimbo

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Hi Jimbojames....Usually these type of agreements have a "Cant repair we will replace" you usually have to pay delivery charges etc,do not try to make any DIY repairs it will invalidate your agreement. As they cannot give you any idea of just how long the parts will take to obtain the drum and condenser,ask for the machine to be replaced under the agreement. Your Home Contents Insurance would not cover machine repairs

 

FS

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Hi Everyone, an update on what has happened...

 

I emailed Mastercare on Sunday using the email on my policy and have heard nothing from them. I then emailed knowhow on Tuesday using the email address on my renewal letter and had a auto reply saying they will get back to me in 5 days.

 

I called Mastercare yesterday evening asking for an update on the parts and for a date for them to fix my machine before i can ask for a replacement product as per the terms of my policy. They said that there was no date on when the parts would arrive and they could not give me a date when I could ask for a replacement and the machine would be repaired in due course. I told them this was unacceptable and I would call back in a week and if the answer was the same I would be asking how I start an official complaint and how I contact the CEO.

 

This morning at 8am I had a call from Hotpoint booking my repair for Monday next week. I asked about my previous problems with the 2 visits only and having to claim on my home insurance and if this was a new policy

 

Operator - So look out for a text on Sunday

Me - Yeah I know how it works. Can you answer the question I just asked

Operator - Is there restricted parking at your property?

Me - No, and for the third time can you answer the question (which i repeated)

Operator - The text will give a three hour time slot for the appointment

Me - I have asked you a question three times and you are being most unhelpful to me. The first thing you said to me was "this phone call was being recorded" So if I put in a complaint about about this whole situation, is it OK to ask them to listen to this call and show how unhelpful you have been?

 

He hung up on me

 

I called Hotpoint back and spoke to a different person who actually took an interest and told me looking at the phone records it seems that last Friday my call was diverted to Currys and it was them who told me something that is not true. My policy entitles me to unlimited call outs and one should have been booked when i requested it.

 

All of this could have been avoided but at least it looks like it will be resolved on Monday

 

Cheers

 

JimboJames

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Hi Everyone

 

I have finally had a reply from Currys...

 

Having looked into this for you, I can confirm the information you were given regarding the amount of visits you can have and the fact you would need to contact your home insurance was incorrect. Please accept my apologies for this mis-communication.

 

However due to colleague confidentiality this will be an internal investigation and you would not receive an outcome to this complaint

 

Does anybody know if this is true? And is this what they always say about complaints? or are they just trying to end my complaint without it actually being investigated? I was never after anything, but would have liked to have known that at least staff training will take place and the same thing will not happen to anyone else in the future.

 

Thanks

 

jimboJames

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