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Domestic & General - Please help
MrMoo123
Posts: 234 Forumite
Hi there, bit of a long one but I hope someone can offer advice.
Our built in Baumatic Microwave has stopped working, so I phoned their customer helpline to be told they are now part of the Hoover Candy group and I needed to call them. Called them on the number provided and was put through to Domestic & General who I understand are their warranty department.
I was told that as the microwave was out of warranty, they could send an engineer but it would cost more then a new microwave. He said however if I took out a warranty policy at £3.50pm (£42yr) they would send out the engineer FOC and if he couldn't fix it they would replace the microwave. As this was cheaper then buying a new microwave, I went for it.
The engineer visited within a few days. He wasn't very competent and seemed well out of his depth, really didn't seemed to know what he was doing. He took the microwave apart and put it all back together again and then said he had no idea why it didn't work. He said he would order all the parts for it and then rebuild it part by part to try and work out the faulty one. He said i'd hear within 24 hours about when the parts would be in stock and they would arrange a re-visit.
Well two weeks went by and I never heard anything (1). I phoned them back up and was told that the parts were no longer made so they can't fix it, but they need the engineer to now say it needed to be exchanged. I was told that I (yes me, not them) needed to contact another department to chase the engineer. I did so, and was told they would get the report and phone me back (2) the following day.
Another 3 days went by and nothing. I phoned them back to be told that the report was now with the original department and I had to contact them to find out what it said !
I phoned the main number again and they didn't seem to know what was going on, so explained the whole thing again. They tried to tell me that I shouldn't have been sold the policy as I didn't have proof of purchase, despite me telling the original agent that. They said they would listen to the call to confirm was was agreed and would phone me back (3).
Another 2 days and no call. I phoned again and explained. I was put on hold for about 30 minutes this time. Eventually came back and said they couldn't find out who was dealing with this or what was going on. She said she would escalate to her manager and promised I would get a call by 5pm (4).
Yes you guessed it, no call. So I phone once more, I'm told that they couldn't find the call but they have found it now and have listened to it and confirmed that I was told that they would replace if they couldnt fix and someone from the resolutions team would phone me with what they can do for me (5).
3 days, no call. I phone again, he now tells me that the request to exchange has been denied ! and the resolutions team will call me. I asked to speak now to the resolutions team. Was told they aren't allowed to put calls through to them. I asked to speak to a manager and told that none are available ! He again says that the resolutions team will call me the next day (6), I say I don't believe him but his adamant that they will and despite my attempts to speak to someone who can actually help he won't have it. Keeps repeating my contact numbers over and over. So I have little choice but to accept
Well that was Wednesday. Yesterday, I received no phone call. I phoned today and was put on hold, they eventually came back to say that their manager was dealing with this and she needs to call me (7) and explain what they are going to do. I say why can't I speak to her now and was told that she was in a 1-2-1 meeting and not available and would call me within the next two hours. I already know that she won't call me.
So where do I go with this? I have already paid one months payment which was only a few quid but i'm reluctant to pay more. I could just cancel the DD but I was sold the policy on the basis that they would replace it so I feel that this is worth fighting. IS there anything I can do?
Many Thanks
Our built in Baumatic Microwave has stopped working, so I phoned their customer helpline to be told they are now part of the Hoover Candy group and I needed to call them. Called them on the number provided and was put through to Domestic & General who I understand are their warranty department.
I was told that as the microwave was out of warranty, they could send an engineer but it would cost more then a new microwave. He said however if I took out a warranty policy at £3.50pm (£42yr) they would send out the engineer FOC and if he couldn't fix it they would replace the microwave. As this was cheaper then buying a new microwave, I went for it.
The engineer visited within a few days. He wasn't very competent and seemed well out of his depth, really didn't seemed to know what he was doing. He took the microwave apart and put it all back together again and then said he had no idea why it didn't work. He said he would order all the parts for it and then rebuild it part by part to try and work out the faulty one. He said i'd hear within 24 hours about when the parts would be in stock and they would arrange a re-visit.
Well two weeks went by and I never heard anything (1). I phoned them back up and was told that the parts were no longer made so they can't fix it, but they need the engineer to now say it needed to be exchanged. I was told that I (yes me, not them) needed to contact another department to chase the engineer. I did so, and was told they would get the report and phone me back (2) the following day.
Another 3 days went by and nothing. I phoned them back to be told that the report was now with the original department and I had to contact them to find out what it said !
I phoned the main number again and they didn't seem to know what was going on, so explained the whole thing again. They tried to tell me that I shouldn't have been sold the policy as I didn't have proof of purchase, despite me telling the original agent that. They said they would listen to the call to confirm was was agreed and would phone me back (3).
Another 2 days and no call. I phoned again and explained. I was put on hold for about 30 minutes this time. Eventually came back and said they couldn't find out who was dealing with this or what was going on. She said she would escalate to her manager and promised I would get a call by 5pm (4).
Yes you guessed it, no call. So I phone once more, I'm told that they couldn't find the call but they have found it now and have listened to it and confirmed that I was told that they would replace if they couldnt fix and someone from the resolutions team would phone me with what they can do for me (5).
3 days, no call. I phone again, he now tells me that the request to exchange has been denied ! and the resolutions team will call me. I asked to speak now to the resolutions team. Was told they aren't allowed to put calls through to them. I asked to speak to a manager and told that none are available ! He again says that the resolutions team will call me the next day (6), I say I don't believe him but his adamant that they will and despite my attempts to speak to someone who can actually help he won't have it. Keeps repeating my contact numbers over and over. So I have little choice but to accept
Well that was Wednesday. Yesterday, I received no phone call. I phoned today and was put on hold, they eventually came back to say that their manager was dealing with this and she needs to call me (7) and explain what they are going to do. I say why can't I speak to her now and was told that she was in a 1-2-1 meeting and not available and would call me within the next two hours. I already know that she won't call me.
So where do I go with this? I have already paid one months payment which was only a few quid but i'm reluctant to pay more. I could just cancel the DD but I was sold the policy on the basis that they would replace it so I feel that this is worth fighting. IS there anything I can do?
Many Thanks
0
Comments
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If you were incorrectly sold the policy then you're entitled to a refund of the payments made. You'll be put back to the position you were in if the contract had not happened.
Anything more than that will be a goodwill gesture, and knowing D&G, unlikely.0 -
So all the chasing/calls etc. complete waste of time and money.0
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Is it best I cancel the DD (due on 1st)? I won't hear from them on this, and I will be damned if I am giving them anymore money.0
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Why would they offer a new warranty for an already broken, out of warranty item? Seems an odd business model!0
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Exactly. No warranty company would offer a replacement appliance for the cost of a premium. They would go bust!
Sounds like the OP misunderstood the offer being made.0 -
whitegoods_engineer wrote: »Exactly. No warranty company would offer a replacement appliance for the cost of a premium. They would go bust!
Sounds like the OP misunderstood the offer being made.
D&G do offer warranties on those terms, it's a common thing with them to get you to sign up for ongoing support. Most people end up paying for ten plus years on these policies so as a business model offering a "free" new appliance just for signing up has kept them in business for several decades.0 -
camelot1971 wrote: »Why would they offer a new warranty for an already broken, out of warranty item? Seems an odd business model!
I totally agree but they did and that's why I went ahead with it.
They have listened to the call and confirmed that is what I was sold.0 -
whitegoods_engineer wrote: »Exactly. No warranty company would offer a replacement appliance for the cost of a premium. They would go bust!
Sounds like the OP misunderstood the offer being made.
Surprised yes, misunderstood, No.0 -
D&G do offer warranties on those terms, it's a common thing with them to get you to sign up for ongoing support. Most people end up paying for ten plus years on these policies so as a business model offering a "free" new appliance just for signing up has kept them in business for several decades.
Exactly, plus I bet the agent who sold it probably is on commission. 9/10 they probably get a way with it or are there for such a short amount of time they don't care.0 -
Is there a minimum contract term then? I still don't understand a business model of offering a warranty on an already broken item!0
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