Mastercare

luke123456

Hi

I am not sure if this is in the right section...sorry in advance if not.

I had a TV which was under warranty by mastercare, and made a claim that was rejected, when it should not have been. I was going to dispute this, but was told that the TV woudl be returned to me, and so I waited for the TV to besent back to me, but instead has been thrown in the bin without my consent. The service centre say that the insurance did not tell them, I contacted mastercare who say that since it was beyond economical repair there is nothing I could do with it (even though they said they would arrange for it to be returned, but now the service centre say mastercare did not tell them)Also, previously when they rejected the claim they said I might be able to get it repaired independently and so they would organise for it to be returned nealry 7 months later I still havent received my TV. I was threatened and told that if I take this matter further to court then I could risk being blacklisted on all insurance companies...(even though previously I was told they are not an insurance but rather a service agreement, and so I couldnt even complain to the ombudsman).

At the end of the day it was still my TV just because they rejected the claim does not make it their posession does it??

cheers

dacouch

They cannot threaten to blacklist you because you make a valid complaint or a complaint that is not spurious.

Mastercare / Tech Guys are not an Insurer so you do not have the same types of protection you would receive from an Insurer. Their website does not even tell you how to make a complaint (Insurers and brokers etc regulated by the FSA must advise you how to make a complaint in paperwork and normally on their website).

Try sending an email to https://www.bitterwallet.com email bitterwallet@gmail.com they frequently write about Currys and their associated companies so there's a good chance they may right a feature on your story that might shame mastercare into sorting your claim out.

charley83

May I ask why your claim was rejected and why you believe it should have been upheld?
We had Mastercare cover on our TV - it started to play up so we got them to look at it, they took it away but couldn't fix it in the timescale (I think it was 6 weeks) so they sent us a cheque to replace it. Obviously our claim wasn't rejected but that's how it worked with us.

Regards, Charlotte

luke123456

It does not matter really, the reason why they rejected it was not strong enough and was not true anyway and it does not give them the right to get rid of my property, does it??

luke123456

I am not sure what to do now, if this company does not 'shame' them to put it right for me, what do I do??

Thanks

charley83

Hi there,
Just had a look through the T&C - basically they should repair it unless you purposely broke it - 'You're product will be repaired as many times as required due to accidental damage.' and also there's no charge if no fault or user error - 'You will not be charged if you arrange a repair and either the fault is due to user error or no technical fault is found.'
Unfortunately they are very ambigious about making a complaint.

I would see the CAB, taking along your service agreement, any letter or correspondance from the service centre or Mastercare, including the letter of rejection. It may be possible that they store their recorded calls, though this varies from company to company so I wouldn't bet on it.

I would certainly say they will need to replace or compensate you - at the end of the day they have discarded your property.

Let us know how you get on,
Regards, Charlotte