Domestic and general warranty.

shaun_from_Africa

About 5 years ago, I purchased a Sony TV that came with a 1 year manufacturers warranty and as part of a Sony promotion, it also had an extra 4 years free warranty cover provided by D&G (taking the free cover up to 5 years in total.)

This TV went wrong a couple of weeks ago whilst I was out of the UK, (it failed 8 days before the cover expired) and the person staying in my house wasn't aware of the warranty that covered it, so they called a local company who collected and repaired the set, and delivered it when it had been fixed.

The smallprint on the policy documents state that D&G must be informed when a repair is needed and an authorisation number obtained, and the TV must go to one of their approved repairers.

None of these requirements were met, but I thought that I would write to them.
I did this, explaining how I knew that the policy requirements hadn't been followed, but would they consider paying for some or all of the repair fee, and I enclosed a copy of the repair receipt.

Six days after I posted the letter I had a reply enclosing a cheque for the full repair cost.
A payout from a company who were under no obligation to do so certainly deserves praise nowadays.

Justicia

shaun_from_Africa wrote: »

A payout from a company who were under no obligation to do so certainly deserves praise nowadays.

Absolutely :T

wary

Good that you had a positive experience with them.

Alas my brief encounter with them wasn't so positive, when I had to phone them about a warranty. The guy I spoke to was extremely unhelpful and had an attitude to an extent that I'll never deal with them again, even though I know that I shouldn't really judge the company on this one individual.

vyle

I was expecting this thread to go one way, it went the other. I checked today's date, then saw when OP posted...and...well.....it's a nice surprise to see praise, and also a company going a bit above what they have to do.

Jeff_Bridges_hair

Impressive stuff