Brighthouse and faulty new pc monitor

[Blondmusic]

I did it. Brighthouse are replacing my monitor next week. I wrote a letter to Brighthouse head office and personally delivered a copy to the manager at my local stor. The manager called me this morning, told me that he had kicked off with Acer for destroying the monitor and told them off for the appalling customer service they gave to me considering that Brighthouse buy a considerable amount of products direct from Acer. The manager has found me another monitor, the same make and model, at another store. It is being used as a display model but he has assured me that it is in full working order and that there is not a mark on it. The manager is now arranging for the monitor to be delivered to my local store so i can collect it. He also said that he had done this as a favour to me after my letter.

[clemma]

I did it. Brighthouse are replacing my monitor next week. I wrote a letter to Brighthouse head office and personally delivered a copy to the manager at my local stor. The manager called me this morning, told me that he had kicked off with Acer for destroying the monitor and told them off for the appalling customer service they gave to me considering that Brighthouse buy a considerable amount of products direct from Acer. The manager has found me another monitor, the same make and model, at another store. It is being used as a display model but he has assured me that it is in full working order and that there is not a mark on it. The manager is now arranging for the monitor to be delivered to my local store so i can collect it. He also said that he had done this as a favour to me after my letter.

 

Well done - just goes to prove that Brighthouse will ALWAYS back down when challenged!! :D

[Blondmusic]

I could not have done it without everyone on here. This site is just fantastic.

 

I would like to thank Lefty, Clemma, Plumberjon and everyone else for their fantastic advice. I could not have done it without you all. Keep up the good work.

[Lefty]

He also said that he had done this as a favour to me after my letter.

 

No he hasn't! He hasn't done you a favour at all. He has simply realised that his store was heading for serious trouble by denying you your statutory rights.

In all fairness, ACER haven't done anything wrong. They were simply responding to your problem as best they could. They have NO legal duty to you whatsoever - BRIGHTHOUSE do!

You should NOT have been instructed to contact the manufacturer yourself. BrightHouse should have dealt with your complaint properly from day one.

Cheers

Lefty

Oh- and PS... Don't go signing any new agreement for this replacement monitor. The agreement you already have in force requires no adjustment.

[Blondmusic]

I realise that Lefty. I told him I won't sign any new agreement but he said that the new monitor is a replacement. I also told him that if the new one has any problems i will expect Brighthouse to send it back to Acer for repair and that if Brighthouse refuse then i will contact head office to get it sorted. He knows now that i know my rights and i will not be bullied by him or his staff.

 

The manager also spoke to Acer who said they had offered me another monitor but it was not the same hi spec model as the one i had. The manager was under the impression that Acer had offered me a monitor just like mine. I had a look on the internet last night for the monitor Acer offered me and it was a cheaper model than mine. I told the manager that i would not be happier with a cheaper monitor and if i was to accept it then i would like him to rewrite my agreement to reflect the price difference (making the payments cheaper) but he said he has found 1 at another store.

Edited February 18, 2009 by Blondmusic

[clemma]

I told the manager that i would not be happier with a cheaper monitor and if i was to accept it then i would like him to rewrite my agreement to reflect the price difference (making the payments cheaper) but he said he has found 1 at another store.

 

 

Ahhhh - how convinient........

[plumberjon]

Well I am glad things are sorting themselves out for you now Blondmusic.

 

I have to agree with Lefty, it makes me mad when BH say "they are doing you a favour" as if they are getting the last word in!

 

And there should be no need fo a re-write, they can just do a "switch-out" where the asset number of an identical item can be swapped for the one on your original agreement. Doesn' even require you to sign for ANYTHING!

 

Just for info, did they say how old this item is? I need to clarify this, but technically, if you get a new item replaced, then the guarantee for that item starts on the day you had it replaced. Meaning that your 12 or 24 months (whichever Acer provide for this model) starts now, and it is not dictated by the age of your agreement.

 

So when you get your monitor, take your agreement into the branch and ask the manager to sign to say that it was "switched-out" and on what day. This is because otherwse, yo have no documented evidence for the exchange.

 

Hope this helps, and well done. Consumer 1-0 BrightHouse (again!!)

 

PJ

[fuzzybobble]

Well I have 2 Acer products. (Neither of them from Brighthouse.)

 

A 19" flat screen monitor that's 3 years old, and working perfectly. Not a single dead pixel in sight.

 

Acer Travelmate 2300 Laptop almost 5 years old and has been used as a laser show controller for gigs and audio/sound effects in theatre group productions for 3 years. Still working fine, no dead pixels on the screen, battery still holds a full charge, and no bad sectors on the hard disk.

 

Only prob with the laptop is I spilt wine on it 3 months ago, so sometimes it misses out the occasional letter when I type. Replacement keyboard is about £30 on Ebay.

 

Most of my CAG posts are made using the Acer Laptop, and all of my daft videos taking the pee out of DCA's were edited on it.

 

I think I should make a Brighthouse video.

[clemma]

I think you should too fuzzy

[Blondmusic]

I have had the monitor for 2 months now and it is still working fine. I am still surprised that it works when i switch my pc on. I am still not taking any chances though i have still got a spare monitor just in case!!

[plumberjon]

I have had the monitor for 2 months now and it is still working fine. I am still surprised that it works when i switch my pc on. I am still not taking any chances though i have still got a spare monitor just in case!!

 

 

Now, Now!!

 

Almost sounds like you are expecting it to break down!!

 

Tut, tut!!

 

PJ

[Blondmusic]

After all the hassle i had with the first monitor it would not surprise me if this one did it too. I can't take the risk of it breaking down so i have a spare on hand. I just hope i never have to use it!!