Issues with SCS and claiming for damage repair

Chomerly

Hi all,

I'm not sure on whether this is in the correct category and i apologise in advance if it is not.

I bought a two and three seat sofa from SCS in 2010 and took delivery of them on the 8th of September 2010.
At the same time we also took out extra cover for accidental damage as the salesman said it covered everything for 5 years.

In around April of this year, one of the seat cushion covers had started to separate at the seam on the three seater sofa and this also happened on the back cushion for the two seater sofa.
We called SCS who then gave us the number for the company Guardsman and we followed the process for making a claim for a repair.
After about two weeks or so, Guardsman had called to say that there was an inspector available and if it was ok for him to come and inspect the sofa.
We confirmed it was and a few days later he came and made the inspection.

After around 8 weeks, we received a letter from guardsman stating that the damage was not covered under the policy we had as the 'independent inspector' had said the fabric had frayed and it was not because the stitching had come apart.

Now, i was quite miffed at this because to me, there is no difference.
The point at which each of these cushions have split both originate at the seams of the fabric.

The other thing is, Guardsman stated that it is in the policy documents that we get along with the certificate, stating that 'our' damage is not covered.
We never received any policy documents or certificate and to be honest i wasn't expecting to as i thought the extra insurance paid to SCS was so that they themselves would repair any damage.

I'm now left with two sofas that one has no back cover and the other has one seat cushion without its cover.

I contacted SCS via their website a couple of weeks ago and i've allowed the minimum 10 days in order to get a reply but i still haven't had one.

Can anyone part with some advice on what i can do from here?

I haven't gotten back in touch with guardsman yet and i thought it would be best to get a broader range of advice first.

Chomerly

Is there a thread with regards to Guardsman and SCS?

I've read one other thread whereby Guardsman seems to be getting away with not repairing furniture on a technicality of some sort.

Chomerly

Anyone had this happen to them or something similar?

ScS_representative

Hello Chomerly,

I'm sorry to hear you have had a bad experience with your guardsman policy.

If this problem is not already sorted, please visit our ScS Customer Care Social Media pages where we can look into things further and find a solution for you:

Facebook: Facebook.com/ScSCustomerSupport
Twitter: Twitter.com/ScSCustomerCare

Alternatively, if you are not able to access these please private message your account number and post code on this forum.

Many thanks,
Kate, The ScS Online Team

Guardsman

Not the first time I get blamed for something I did not do

unholyangel

ScS_representative wrote: »

Hello Chomerly,

I'm sorry to hear you have had a bad experience with your guardsman policy.

If this problem is not already sorted, please visit our ScS Customer Care Social Media pages where we can look into things further and find a solution for you:

Facebook: Facebook.com/ScSCustomerSupport
Twitter: Twitter.com/ScSCustomerCare

Alternatively, if you are not able to access these please private message your account number and post code on this forum.

Many thanks,
Kate, The ScS Online Team

Nothing like turning up to a party where the host left 2 months ago :T:rotfl: