Help with Domestic and General when making a claim on extended warranty please.

stef240377

I purchased a Zanussi cooker in 2009 and within a few months the hinges broke on the main oven door. Whilst this was still under the manufacturers guarantee Zanussi arranged for the repairs, However hinges could not be sourced and the cooker was written off and replaced like for like.

The replacement came with a new 12 month warranty from date of receipt this inturn expired and in February this year i started on the extended warranty with D&G. On the 29th Feb the top oven/grill door hinge broke. I rang D&G to start the repairs process who gave me contact details for local repairs team they authorise. On the 6th March a repair man visited with a set of hinges which were obiously wrong so he wrote down further details from the appliace such as serial number and checking the model number i had supplied them with. He left saying he would go back and resource a supplier of the correct parts and the following day i were asked to make an appointment for the next monday as the parts were on order.

Monday came and upto 4.30pm no one turned up so i rang the repairs centre who said the repair man should have rang me on the previous friday to say parts had come in and again were wrong so had now contacted technical support to see what should be done next. I mentioned to them that this was a problem on the previous cooker and it was written off and told it was more than likely going to happen to this one and they would know more when support had contacted them.

On the 19th March i rang to see what was happening and again still no word from tech support so were chasing it with an email.

22nd March i rang D&G to ask where i stood as this was unacceptable for me to keep ringing around and being left in the lurch. I were advised they were putting in a complaint for me and would also ring the repair centre to see why they hadnt put in an insurance claim by now as it was apparent that the parts couldnt be found.

29th March i rang the repair centre again to see if anything had been done to be told in one line of conversation that D&G had put in a claim on the insurance then the next breath was we are still looking for parts, i immediately rang domestic and general and told them what had been said and was told it was a load of poppyco ck and by now the claim should have been submitted. So it seems i am going round in circles yet again.

One thing that has been highlighted in all of this which was not mentioned when taking out the extended warranty or in any of the paper work that i have read is that if a new appliance has to be sent out i am liable for the delivery cost - i asked if any 'hidden' charges would come out of the wood work when taking out the warranty and was told it was all within the annual costs so does any one know where i stand with this? Sorry its long winded but at least all the details are in there.