DFS Battle

FERGIE81

gabby66 wrote: »

As pimento has said the dispute is with the insurers and not the retailer, there is nothing inherently wrong with the product.

If insurance was taken through DFS at the point of sale I'm assuming you will have documentation. Find out who the underwriters are, unless DFS do it "in house" your battle is not with them in my opinion.

Another consideration is the service man who made such a mess of restoring the sofa, was he working for DFS, the insurer or a sub contractor providing a service on behalf of the insurance company ?

It could be there are 4 parties involved in the dispute yourself, DFS, an insurance company and an independent service provider.

It was the insurance company that appointed the service manager from dfs to come to repair the sofa! And he did the repair in my house !

unholyangel

FERGIE81 wrote: »

Thanks for your reply, the sofa was actually purchased before I knew I was pregnant! My issue isn't with the sofa changing colour it's with the service managers repair job, and also the service from the manager at des!

Oh no not at all. I wasn't in any way saying you don't have grounds for complaint

Just basically adding to the thread without perhaps adding anything extremely useful to your situation as (from what I've read) it seems you've been given some pretty good info already

judyb

Tbh i thought this was a common well known problem with light coloured leather sofas? I've known several people with them and whenever wearing jeans, they had to put a throw or towel under them else their jeans would stain the leather.

unholyangel - for your information:
This can be overcome with correct leather protection products which will stop dye transfer from happening on pale coloured leathers - the problem is that the retailers don't tell anyone about them. If a warranty has been purchased there is usually a care kit provided that generally contains a protector which should be applied as soon as the suite arrives - most people don't bother with it until there is a problem which is too late. However if the kit supplied contains the product in the form of wipes these do not supply enough product to be of any use as you would need to use about 20 wipes to get enough protector on to do any good. Protection is best applied as a liquid spray.
Hope this helps
Judyb
Leather care consultant

gabby66

Personally I see no point in having any further dialogue with DFS, this is an ongoing insurance claim. Whether or not the service man was employed by DFS or not is immaterial.

I have some knowledge of insurance policies on soft furnishings. These usually range from 3 to 7 years and can be limited service guarantees or a more comprehensive repair or replace guarantee.

Its important you read your policy and understand the extent of your insurance cover. If you have a limited service guarantee this usually means in the event of accidental damage occurring they will attempt to repair the damage at their expense. If you have the repair or replace guarantee their failure to repair the sofa to your satisfaction would naturally entitle you to a replacement.
In my experience you rarely get a replacement sofa in this situation, the insurers would negotiate a price with you to settle the claim and terminate your policy.

Regardless of the policy you have the insurers will want to repair the fault at their expense, this is what they are doing. The time in which they are progressing your claim is understandably an issue for you and perhaps other posters can advise you better on how to make sure they can be made to act in a more professional manner in your future dealings.