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Check your Domestic & general policy! Dont get stung!

So I bought my Bosch washing machine some 10 years ago - had insurance with Domestic & General as soon as the warranty expired
Every month I would pay on time and had 2 call outs in 10 years for minor blockages - No parts ever needed
Anyway, nearly 2 weeks my place was flooded by my machine so I called D&G and they sent me a repairman to come and look - The drum was split and the machine was written off
This was when the fun began .... NOT!
So I ring D&G who initially tell me that they will get someone to call to arrange a new machine at no cost, sounded great and made 8 years of insurance worth it in the panic I was in.
I get a call from their agent who tells me which machine they are offering, and then tells me I will have to pay towards it as I am on a depreciation policy and they will only pay 55% of the new machine, I am to pay the other 45% plus delivery plus pay of the rest of my policy!!
I do some research that show that D&G keep their older clients on the old depreciation policy and their new clients on the old for new policy!
So I ask to go through to their complaints dept - What bad luck I had that day ... I was unlucky enough to be put through to Harpreet, all I will say is that I think it is Harpreet's job to make D&G customers feel as bad as she possibly can - I told her what had happened, I told her I have been a customer for 8 years and have numerous policies with D&G and she really did not care - She told me I was on the old policy and I should have read the agreement and that even though new customer do get the old for new policy it was basically too bad for me!
I explained I was not in a position to buy a new machine and she did not care - I told her that when my policy price was raised every year they should have also updated my policy, she still didn't care, I could hear the smile on her face as she told me I was basically screwed - I had to pay 45% of my machine, £37.50 delivery plus £70 remaining on my account


So I decided to write to the company CEO - I emailed him and an hour later I got another call from Harpreet telling me she had the CEO's email and that they are not going to help me and that she will send me a letter telling me so - I even spoke to her Supervisor Anne who was just as bad as she was
In desperation I emailed the twitter account of D&G to complain and that is when I spoke to the most helpful guy ever! Leigh you are a star!!
Leigh advised that he was going to see what he could do - An hour later he agreed to change my policy to old for new, he offered me a cash sum that meant I could pay the outstanding amount, delivery and buy a new machine at no extra cost to myself ... I was overjoyed


So the bottom line is this .....
Check your policy is old for new and If you have any problems and Harpreet answers the phone then put the phone down and call back until you get someone else!! This woman is just the worst customer service person ever and I am sure she gets pleasure from being as unhelpful as she can - I have seen other complaints about her online so I have no idea how she still works at D&G
Leigh you are a star!!! Thank you so much

Comments

  • A 8 years of premiums =??

    B Cost of new machine =??

    I bet B would have been cheaper than A
  • Totally right jonesMUFCforever. I've never taken any of these schemes out in 40 years. Might be a bit of a gamble but generally if you did buy a lemon it would be sorted by any warranty & normal legislation within the first 12-24 months. Most modern products are pretty reliable so you if you want to give yourself some protection put away the premiums each month into the best savings account you can find (you may find something to offset inflation). I think you'll find over all you'll be better off & not have this sort of agro in future.
    The meek will inherit the earth - except for the mineral rights. John Paul Getty. ;)
  • agrinnall
    agrinnall Posts: 23,344 Forumite
    10,000 Posts Combo Breaker
    I'd count myself very fortunate to have bought a washing machine that only depreciated 45% in 10 years, I'd expect it to have a residual value of £0 after that length of time.
  • FutureGirl
    FutureGirl Posts: 1,252 Forumite
    Eighth Anniversary 1,000 Posts Combo Breaker
    Did you not check the terms and conditions of the policy before purchasing, so you knew what you were buying?
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