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  • FIRST POST
    • NMGIBBS
    • By NMGIBBS 10th Feb 18, 12:00 AM
    • 8Posts
    • 2Thanks
    NMGIBBS
    SCS not replying to our complaint
    • #1
    • 10th Feb 18, 12:00 AM
    SCS not replying to our complaint 10th Feb 18 at 12:00 AM
    We purchased 2 x 3 Seater Marinda sofas from SCS back in September/October 2016 from the Southampton, Hedge End store. At the time we purchased an extra warranty costing 300 for cleaning/repairs of said sofas through the Castelan Group.

    The Manager of the store was dealing with our purchase at the time and advised that taking this extra warranty would be a good thing as we have 2 young children and we would be able to have the sofas cleaned up to 3 times in a year if required with no quibbling.

    On the 21st March 2017 we contacted Castelan to put a claim in for the sofas to be cleaned. Our little boy had been poorly the day before and had been sick over one sofa and then later in the day he wet himself on the other sofa.

    It had taken until 6th May 2017 to send a technician out to us and we have received a letter saying that they cannot take our claim any further. It states the technician could not see any evidence of vomit or urine but just a general build up of staining.

    Given the time it has taken them to contact us, we were not just going to leave a vomit & urine stain on our sofa and tried to clean it up the best we could. There is still staining and also odour from these incidents.

    We were lead to believe that this would be a no quibble service and as this is not the case we do not wish to pay 300 for a service we cannot use. We would like to have this premium removed from our agreement with immediate effect as we feel this has been mis-sold to us. For the price of this warranty we could purchase an upholstery cleaner ourselves and clean the sofas as many times as we like!

    We have emailed SCS numerous times and there is always an automated response promising contact within 24-48 hours. We never receive any communication!

    We believe we were missold this extra warranty and want to be reimbursed for this. Where can we take our complaint now please as we are not getting any response from SCS.

    Thanks
Page 1
    • Diamandis
    • By Diamandis 10th Feb 18, 5:07 AM
    • 262 Posts
    • 425 Thanks
    Diamandis
    • #2
    • 10th Feb 18, 5:07 AM
    • #2
    • 10th Feb 18, 5:07 AM
    Is there a reason you can't call?
    • ssparks2003
    • By ssparks2003 10th Feb 18, 11:23 AM
    • 341 Posts
    • 453 Thanks
    ssparks2003
    • #3
    • 10th Feb 18, 11:23 AM
    • #3
    • 10th Feb 18, 11:23 AM
    What are the terms of the warranty?
    • NMGIBBS
    • By NMGIBBS 10th Feb 18, 12:38 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    • #4
    • 10th Feb 18, 12:38 PM
    • #4
    • 10th Feb 18, 12:38 PM
    We have tried but they don't return calls!
    • NMGIBBS
    • By NMGIBBS 10th Feb 18, 12:41 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    • #5
    • 10th Feb 18, 12:41 PM
    • #5
    • 10th Feb 18, 12:41 PM
    The terms say the sofas can be cleaned for accidental spillages such as urine, vomit etc but then we were told that there were no traces of this on our sofas.

    It was like we're being called liars. We could still smell were my little boy was sick and we had cleaned them to the best we could as obviously we couldn't leave it there!
    • ssparks2003
    • By ssparks2003 10th Feb 18, 1:52 PM
    • 341 Posts
    • 453 Thanks
    ssparks2003
    • #6
    • 10th Feb 18, 1:52 PM
    • #6
    • 10th Feb 18, 1:52 PM
    One sentence is not the terms, so I will ask once more. What are the terms of the warranty that you have purchased? I assume that you have read the terms and have confirmed that it within the scope of the warranty.
    • NMGIBBS
    • By NMGIBBS 10th Feb 18, 11:21 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    • #7
    • 10th Feb 18, 11:21 PM
    • #7
    • 10th Feb 18, 11:21 PM
    Wow!!!!128563;! Do you want me to sit and type my warranty wording out for you!?! Of course we have read the terms and as I said above that's what it says and up to 3 times!

    Also when you are told by the person selling you said warranty you tend to trust that what they say is right! But this is not the case!

    !!!128563;
    • Moneyineptitude
    • By Moneyineptitude 10th Feb 18, 11:33 PM
    • 20,002 Posts
    • 10,985 Thanks
    Moneyineptitude
    • #8
    • 10th Feb 18, 11:33 PM
    • #8
    • 10th Feb 18, 11:33 PM
    !!!128563:

    Obviously QED
    • ssparks2003
    • By ssparks2003 11th Feb 18, 8:29 AM
    • 341 Posts
    • 453 Thanks
    ssparks2003
    • #9
    • 11th Feb 18, 8:29 AM
    • #9
    • 11th Feb 18, 8:29 AM
    I'm sure that with the winning personality you are showing here you will win round SCS without any assistance from me. So best you just crack on.
    • NMGIBBS
    • By NMGIBBS 11th Feb 18, 12:30 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    My winning attitude?

    Could you if not asked in a nicer way? "One sentence is not the terms. I will ask you once more". It's like you were talking to a naughty 5 year old!
    • ssparks2003
    • By ssparks2003 11th Feb 18, 1:15 PM
    • 341 Posts
    • 453 Thanks
    ssparks2003
    You have posted on here looking for help, in an attempt to help you I have asked you for the details of the warranty that you have.

    Instead of providing this information you repeat one sentence that obviously is not the terms of the warranty because you either expect me to run around after you and go and find the information for myself or you are just to lazy to help yourself.

    I repeated my question again in an attempt to help you resolve your problem. And you continue to ignore this fairly simply and clear request for information and storm off in a little huff.

    It would appear to all that with your distinct lack of ability to understand basic questions and your ability to spit your dummy out when you might have to do something to help yourself that you are in fact acting like a spoilt little child (though I think 5 years old is overly optimistic).

    The next time someone asks you for information so that they can help you try and be a bit more mature and provide it.
    • DoaM
    • By DoaM 11th Feb 18, 2:28 PM
    • 4,261 Posts
    • 4,305 Thanks
    DoaM
    Absolutely.

    https://www.scs.co.uk/help-and-info/care/scs-sofa-guard

    Is that it? Couldn't YOU have provided a web link to the relevant terms?
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • k3lvc
    • By k3lvc 11th Feb 18, 3:09 PM
    • 2,159 Posts
    • 3,537 Thanks
    k3lvc
    My winning attitude?

    Could you if not asked in a nicer way? "One sentence is not the terms. I will ask you once more". It's like you were talking to a naughty 5 year old!
    Originally posted by NMGIBBS
    The 'be nice to newbies' moniker you get on your posts is intended to work both ways. It's been pointed out to you that if the attitude you're showing on here is reflective of what you're showing to SCS/Castelan you're not going to be getting very far.

    As per the link provided by DoaM Castelan have a complaints procedure (and they even helpfully provide the phone number for it) - your complaint at this stage should be to them about not upholding their promises before you start throwing mis-selling accusations around.

    Good luck but also remember that the sort of 'damage' you're suffering could easily be subjective if there's nothing visible
    • NMGIBBS
    • By NMGIBBS 11th Feb 18, 3:17 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    DoaM, not sure who you are replying to whether me or ssparks but thank you for the link to the terms.....

    Yes this is what is stated in our terms. As you can see it says accidental spillages including that of human or animal bodily Fluids.

    We were told by the guy in the manager in the shop that we could get it cleaned up to 3 times a year if needed with no quibbles. He said it would be particularly handy as we had two young children.

    But as I said before when the assessor came out his report said there were no traces of this on our sofas.
    • NMGIBBS
    • By NMGIBBS 11th Feb 18, 3:22 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    I haven't shown any attitude at all to SCS as they haven't even responded to my calls or emails since me making the complaint.

    We had no problem when we put the claim in (apart from the time they took in sending someone out to assess the sofas).

    But after being told we couldn't have them cleaned I then put in a complaint, to which they haven't replied.

    What is the point of taking extra warranty out if you can't use it?
    • k3lvc
    • By k3lvc 11th Feb 18, 3:29 PM
    • 2,159 Posts
    • 3,537 Thanks
    k3lvc
    But after being told we couldn't have them cleaned I then put in a complaint, to which they haven't replied.
    Originally posted by NMGIBBS
    As per your original post the warranty is for damage/spills etc - not an arrangement for general cleaning - if Castelan believe it's build up of dirt rather than a specific incident then they won't cover. You complaint need to continue with Castelan until they do reply.

    If you believe you were genuinely mis-sold by SCS then good luck - unless you've a recording of the sales pitch or something in writing you'll be getting nowhere with it as they'll show you the T&C's you agreed when buying the insurance
    • NMGIBBS
    • By NMGIBBS 11th Feb 18, 3:39 PM
    • 8 Posts
    • 2 Thanks
    NMGIBBS
    The sofas were only around 6 months old when my little boy was poorly so they were still in new condition.

    Yes we do feel like we're mid-sold this insurance. :-(
    • DoaM
    • By DoaM 11th Feb 18, 8:09 PM
    • 4,261 Posts
    • 4,305 Thanks
    DoaM
    DoaM, not sure who you are replying to whether me or ssparks but thank you for the link to the terms.....
    Originally posted by NMGIBBS
    The 1st line of my post was addressed to ssparks2003; the rest was addressed to you.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
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