Coverplan SNAFU - Advice Please

fox2319

On 13th July, Currys Coverplan (May they rot in the foulest pit of Hades!) agreed to write off our washing machine. Since then we've endured the following:

1 - Initial SNAFU when they realised that they had forgotten to take the payment from our account!
2 - Promise of vouchers within 7-10 days
3 - Promise that the vouchers had been sent out
4 - Being told that the write-off reference we had was for a different machine belonging to someone else at a different address.
5 - A new write-off reference being raised for us! (10 days later)
6 - A promise that our claim would be rushed through as a matter of priority
7 - Another person (a few days later) telling us the write-off hadn't yet been authorised by their claims adjusters!
8 - Same person telling us they couldn't push our claim through any quicker as that would be unfair to all their other victims/customers
9 - On our return from a week long holiday (at least we had a washing machine while we were away!), vouchers which are only noticeable by their absence!

Is there anything I can do to effectively complain against these bozos? They make a nursery xmas recital look like a professional opera!

What I'm after is:
1 - a new washing machine! Not having to buy at Currys would be a bonus
2 - compensation for the extra hassle and delay.
3 - the head of the company.... actually, just his head

/end rant

Thanks

Jeff

alanobrien

At the very least raise a complaint with your local trading standards people, "service" of this level is totally unacceptable.

HugoSP

Write a letter to the Managing Director of the DSG group of companies. I did the same with PC World, who are co owned by them and received an excellent response from PC World's MD.

In your letter you should tell them what you told us and add dates etc, keepng each to a paragraph of its own eg

Monday 8th - Contacted warranty co assured that....

Thursday 11th - Was told that.....

Monday 15th - Still no..... so contacted ........ and was assured that ......

You get the picture

fox2319

Don't suppose anyone has got an address for the Currys MD?

Ta

Jeff

HugoSP

fox2319 wrote:

Don't suppose anyone has got an address for the Currys MD?

Ta

Jeff

I can't help you there but the DSG (Dixons Stores Group) CEO Name and Address is:

John Clare CEO
Dixons Store Group
Mayland Avenue
Hemel Hempstead
Hertfordshire
HP2 7TG

This gent is your guy's boss. In my case my letter was passed on the PC World guy straight away.

Do remember to thank him in writing when he sorts it all out