Guardsman Help

sweetpotato

Hi,

We have bought a sofa from DFS and paid for the extended Guardsman cover. The cat scratched the sofa and it has pulled the thread and made a little hole.

I registered this claim with Guardsman on 28/02/13 and they wrote to me advising they would accept the claim and someone would be in touch to come and fix it this was around April / May last year.

We are still waiting, I’ve chased them four times (so I know its not a lot on my part) but I wanted to know, how long is reasonable?

Is there anything else I can do?

I hate complaining which is why i have pretty much let it run its course but i want to fix this and my sofa!

Thanks

Steph

forgotmyname

4 times in a year??? I would have been sitting in the store with my tent a cooler box of sandwiches and flasks of tea within 2 months.

Country_Cousin

What have they said when you have chased them. 11 months is not reasonable.

sweetpotato

When I rang three weeks ago they said they thought it was fixed and it's so old now that it's been archived but not to worry as it can Be reassigned to another case handler and they would call me by the end of that week.

Still nothing t rang today to be told someone will ring me by the end of today

Please help and tell me what I should do!

Country_Cousin

Well if it was me I would be ringing every hour until someone sorted this out for me ... They also have a Facebook page (don't know about Twitter) and I would be posting about my experience on there as well...

sweetpotato

I will give them another call tomorrow.

Should I be writing to them do you think?

Sorry for the questions I genuinely don't know what to do!

marmitepotato

Guardsman sub contract the work out, so I'm presuming the contractor didn't bother to contact you. I've used Guardsman when my dog decided to wipe her bleeding spotty mouth (another story) all over my beige suite! They were very good, the subcontracter rang me to make the appointment within a week.

DFS_representative

We are sorry to learn you are having these problems.We would love to see if we can help so please contact us on 01302 330365 andask for the Customer Service Department.

Kind regards

Customer Service - DFS

SimonSays

marmitepotato wrote: »

Guardsman sub contract the work out, so I'm presuming the contractor didn't bother to contact you. I've used Guardsman when my dog decided to wipe her bleeding spotty mouth (another story) all over my beige suite! They were very good, the subcontracter rang me to make the appointment within a week.

Some is done in house by their own team in certain areas.

daveyjp

We have just started looking at buying a new suite and this cover has been rammed down our throat by every salesman going - some are more interested in their commission from this product than what we are actually looking at buying. They are worse than car salesman selling paintguard and GAP cover.

As it is an insurance I like to know what I am buying - they have given a me a leaflet which only gives a summary of cover and getting full policy terms and conditions has proved impossible as it appears you can't see these until you have bought the policy.

Needless to say we won't be buying from anywhere which hard sells this insurance.