Domestic & General >>> appliance insurance

Sterlingtimes

I understand from Domestic & General that they will charge for a call out if no fault is found. Sounds reasonable.

They did agree that a tumble dryer squeaking loudly and consistently would be a fault.

However, they did advise me that a washing machine that is squeaking and operating inconsistently may not be a fault. I was advised to continue using the washing machine until damage had occurred and I could be sure that it was faulty.

The message really is to continue using a faulty machine until an intermittent fault become permanent and a fault that can be demonstrated beyond doubt. If continued use damages the machine or causes a health and safety problem then so be it.

Quentin

Sterlingtimes wrote: »

If continued use ..... causes a health and safety problem then so be it.

Only if you live alone!


Why risk another household member's health/safety over getting a health/safety issue put right with your washing machine.


You can take money saving too far!

Sterlingtimes

Quentin wrote: »

Only if you live alone!


Why risk another household member's health/safety over getting a health/safety issue put right with your washing machine.


You can take money saving too far!

Of course, I agree with you.

This is why I see a problem in the Domestic & General approach where they are effectively telling an insured person to use an intermittently defective appliance until it become well and truly and demonstrably defective.

The insured is told that unless a fault is found the insured will pay for the call out. Therefore the insured is discouraged from requesting a service visit for a device that is intermittently defective.

Sterlingtimes

The story continues. We dared not call out Domestic & General for our washing machine that was intermittently broken and not demonstrably broken because of their threat that we would risk paying the no fault found call out charge (we surmise £100).

Instead, we used it until it has got noisier and noisier. Now it is well and truly broken beyond a shadow of doubt. It sounds like a jet engine and as if it is throwing bricks around in the machine. It smells of burning.

There is a degree of irresponsibility in Domestic & General encouraging this behaviour. The repair will now be more costly for them.

dark_horse

Hijacking this thread slightly but just some advice for anyone thinking of taking out an extended warranty with Domestic & General.

I took out a 5-year extended warranty on a tumble drier. When the appliance stopped working (smoking and tripped the power) I tried to make a claim only to find that D&G had cancelled my policy! They initially claimed that I had cancelled the policy (why would I do that?) and then back-pedalled slightly and said that they would pass the problem to their customer service department who would call back in 2-3 working days. Just over two weeks later (!) they called me and claimed that my bank rejected the direct debit payment on 2 separate occasions so, in accordance with their policy, they cancelled the warranty. At the time they say this happened, I had more than enough money in my account to cover the payment. When I asked why they did not contact me to say the policy was being cancelled, they said that it was the bank’s responsibility to contact me and had nothing to do with them. Needless to say, I heard nothing from the bank informing me of any problem so can only conclude that the problem was at D&G’s end.

Their customer service representative made no apology for the cancellation and continuously stated that it was nothing to do with D&G. She offered me another policy but, obviously, that would involve starting the payments again. This is not the first time that I’ve had problems with D&G (I know, I should have learned) and, trawling around the Web, it would appear that I’m not the only one.

I understand that some manufacturers extended warranties are underwritten by D&G. If you’re thinking of taking one out, check the fine print and if it’s from D&G, think hard before you commit to it.

rs65

dark_horse wrote: »

, in accordance with their policy, they cancelled the warranty.

What does the policy say - are they supposed to write to you to invoke cancellation?

dark_horse

rs65 wrote: »

What does the policy say - are they supposed to write to you to invoke cancellation?

Having just read through the Terms & Conditions on the back of the extended warranty in detail, it states "The plan can be cancelled by us by giving you 14 days' notice in writing". It appears that D&Gs customer service department were completely wrong when they said that it was the bank's responsibility to tell me about the cancellation. This just reinforces my determination to avoid them at all costs in the future.

rs65

dark_horse wrote: »

Having just read through the Terms & Conditions on the back of the extended warranty in detail, it states "The plan can be cancelled by us by giving you 14 days' notice in writing". It appears that D&Gs customer service department were completely wrong when they said that it was the bank's responsibility to tell me about the cancellation. This just reinforces my determination to avoid them at all costs in the future.

I can't see how the bank would know you have a warranty never mind that it was cancelled. They will just see a direct debit going out to D&G.

From memory, this isn't insurance - its a warranty - so insurance rules don't apply.

Make a complaint that they didn't abide by their cancellation terms.