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Everything posted by BAYV

  1. BAYV
    Dear thebreakman, Could you please email elaine.mockler@bayv.co.uk with your details and she will look into this for you. Elaine is the Customer Service Director ay BAYV
  2. BAYV
    Dear pamela 1965 If you would like to contact elaine.mockler@bayv.co.uk with the details of your account Elaine will liase with you to reach a satisfactory resolution for you. Elaine is the Customer Service Director Kind regards BAYV
  3. BAYV
    Dear bkbkls, Ricky has been trying to make contact with you regarding the delivery of your replacement tv. You do not need to take out another agreement as the new TV is a replacement, your original agreement will end at the original end date. In the meantime if you need any assistance dont hesistate to emal customerservicemanagementteam@bayv.co.uk Regards BAYV
  4. BAYV
    Dear flynnsmum123, Given the nature of your complaint, would you please contact the BAYV Customer Service Director, Elaine Mockler at elaine.mockler@bayv.co.uk and she will look to assist you in this matter Kind regards BAYV
  5. BAYV
    Hi stevie67 In response to your most recent post, I can confirm that we honour a 30 day cancellation period with a full refund of account payments made however we would not repay a delivery charge as this covers the cost of delivery. This would include all monies inside the meter and any that may have been paid to our Representative who called. We would again encourage you to send us your details via email so that we may ring you directly. Kind Regards BAYV Customer Service Management Team
  6. BAYV
    Hi stevie67 Many thanks for taking the time to post today. We can confirm that this should not be occuring and therefore if you would like to email your account/ address details to CustomerServicesManagementTeam@bayv.co.uk whom will be able to rectify this for you immediately. In response to other queries regarding the Direct Debit payment option, you are required to coin the meter/ make card payments for the weeks up to your first direct debit payment and from this date onwards the Direct Debit will take over your payments. There is then no requirement for you to place any money into the meter as you will have free running for that week. Kind Regards BAYV Customer Services Management Team.
  7. BAYV
    Dear Veganite All sorted covers aspects not covered by the supply of goods act Whilst this list is by no means exhaustive these example represent the highest volume of claims processed under this cover. 1. Upgrade or downgrade allowing change of product before the 50 rule under the hire purchase contract 2. Provision of a loan product whilst main product is away for service 3. Repair of fair wear and tear damage 4. Replacement of consumerables remotes,cables,manuals etc. 5. Retune of Tv PC and laptops etc.
  8. BAYV
    Hi kerry_marie, May I suggest you contact elaine.mockler@bayv.co.uk. Elaine is a member of the senior management team and will be able to assist you. Regards BAYV
  9. BAYV
    Dear Kerry_marie We do not include these in our pricing they are both separate and optional ( This is the practise of other companies) and there is no legal requirement to have them. However we do require as part of our terms and conditions that you have suitable insurance to cover your items for those that do not we offer via a 3rd party (Castelan Ltd and underwritten by Ageas Insurance Ltd) A new for old insurance policy. As you state it may be a cheaper alternative if you have multiple agreement to have a single household insurance policy that covers hire purchase agreements, one you have a policy in place you can cancel down your current Castelan Insurance. If you require any further information or help please do not hesitate to contact us on customer services freephone 0800 138 33 22 Kind Regards BAYV
  10. BAYV
    Dear veganite The Data Protection Act 1998 (the ‘DPA’) applies only to information which falls within the definition of ‘personal data’. The concept of personal data is therefore key to the DPA and Directive 95/46/EC on the protection of individuals with regard to the processing of personal data and on the free movement of such data (the ‘European Data Protection Directive’ or the ‘Directive’). The Act defines personal data as information which relates to a living individual who can be identified: from the data or from the data and other information which is in the possession of, or is likely to come into the possession of, the data controller The information may be in either electronic or manual (ie paper) form Kind Regards BAYV
  11. BAYV
    The company is assisting the OP & Police to pursue the individual responsible we will post final outcome Regards BAYV
  12. BAYV
    Dear Veganite Can you send your email address to Lisa Henry Legal Department Manager at lisa .henry@bayv.co.uk Kind Regards BAYV
  13. BAYV
    Dear Veganite We have just tried at 12:47 and it is now working if you can try again This will allow the option of re delivery Kind Regards BAYV
  14. BAYV
    Dear Veganite Please enter the tracking reference provide at the following site http://www.royalmail.com/track-trace You will find instructions on re delivery or collection should you prefer Kind Regards BAYV
  15. BAYV
    To keep this post updated The Company have still had no contact from the customer to arrange a return of the product in order to process a full refund Kind Regards BAYV
  16. BAYV
    Further update on this complaint The Company has still not had any contact from the customer Kind Regards BAYV
  17. BAYV
    Dear Johnvarney We would agree with the advise provided by veganite if you wish to contact customer services we will help with your complaint and assist with any police investigation as a result Kind Regards BAYV
  18. BAYV
    Dear Veganite The final response was sent to you by way of recorded delivery on the 13th January 2014 The Royal mail attempted delivery on Tuesday the 14th but there was no one available and therefore they left an out card. We have sent the tracking information via a PM to you. Kind Regards BAYV
  19. BAYV
    Dear terminx79, We have had no response towards our post above, we are keen to look into this matter for you and would encourage you to contact Elaine Mockler elaine.mockler@bayv.co.uk or Graham Clarke graham.clarke@bayv.co.uk Regards BAYV
  20. BAYV
    Dear Stephani, Following your post of 8th January, we have still not received contact so have been unable to investigate your complaint. Due to the serious nature of the complaint we are keen to look into this as a matter of urgency so please contact either Elaine Mockler (elaine.mockler@bayv.co.uk) or Graham Clarke (graham.clarke@bayv.co.uk) with your account details. Regards BAYV
  21. BAYV
    Just to keep the post updated we have had no response towards our offer of a refund made to the customer mentioned in this thread made on the 10th December 2014. Regards BAYV
  22. BAYV
    Dear Veganite, BAYV can confirm that we have sent a "Final Response letter" by way of recorded delivery. Regards BAYV
  23. BAYV
    Dear Stephani Given the serious nature of this complaint if you can contact either Elaine Mockler or Graham Clarke on Elaine.mockler@bayv.co.uk Or Graham.clarke @bayv.co.uk To provide your account details once this is done I can confirm the following actions will be taken 1. All contact except via the above individual ( in writing or recorded calls) will cease until the matter is resolved 2. A full investigation of your complaint will be initiated 3. A number of options to help you with your situation will be explored If you wish this matter can also be investigated via the Local Trading standards detail which can be found on this forum or via our website Kind Regards BAYV
  24. BAYV
    Dear terminx The Insurance policy you have purchased is from Casterlan Ltd you can contact them on 0845 121 5690 or via email at customer.care@castelangroup.com In terms of continuing payments if you can kindly contact either Elaine Mockler on eliane.mackler@bayv.co.uk or Graham Clarke on graham.clarke@bayv.co.uk We will investigate why despite you writing on two occasions your insurance account has not be closed and refund any monies paid beyond the fist contact date. Kind Regards BAYV
  25. BAYV
    Dear jammyd89 If you would like to email your details to elaine.mockler@bayv.co.uk Elaine is a member of the senior management team and will liase directly with you to resolve your issues Kind regards BAYV

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