Advice needed regarding a sofa from Brighthouse

[thecookiemonster]

Hi All,

 

I got a leather sofa from Brighthouse around September 2007, Thing is it is obviously very poorly made, It has lots of little rips but it has one very big rip which has made the sofa look truly awful.

 

I want this sofa fixed by Brighthouse, I don't want to take it back as we have paid a lot on it and plus we need it, It gets paid off next year, I removed the OSC and DLC on it a while ago as i have my home insurance but what can i do about this?

 

Brighthouse will no doubt refuse to do anything about it but i find it totally unacceptable that a leather sofa that is costing us well over £1,000 in total is falling apart like this after only just over a year and a half, I have taken pictures of the rips and everything so if you want to see them i can post them on here.

 

Where do i stand on this matter and what can i do? Any help is very much appreciated, thanks for reading.

[Brighthouse adviser]

Hi

You are right the sofas are very poorly made as they are only supported by chipwood what sofa is it you have? As you have removed OSC and the sofa is more than a year old they wont repair it free of charge my advice is put the OSC back on give it a few weeks then call them out to repair it, the only risk is they might want to come out and assess the condition (very unlikely tho) once you have claimed give it another few weeks then remove it they will fight you on it as you have claimed but the T&C's dont mention anything bout being unable to cancel if you have claimed.

[thecookiemonster]

Hi

You are right the sofas are very poorly made as they are only supported by chipwood what sofa is it you have? As you have removed OSC and the sofa is more than a year old they wont repair it free of charge my advice is put the OSC back on give it a few weeks then call them out to repair it, the only risk is they might want to come out and assess the condition (very unlikely tho) once you have claimed give it another few weeks then remove it they will fight you on it as you have claimed but the T&C's dont mention anything bout being unable to cancel if you have claimed.

 

Hi,

Thank you for your help and advice.

My sofa is the Brynory one, I think it's a con that i am paying well over £10 per week for a sofa which is falling to pieces and is not worth anywhere near the amount it is costing me, It should be falling apart within 18 months.

I don't want the hassle of putting OSC back on and then removing it though.

I'm not sure what to do about it but it's a total rip off.

[Brighthouse adviser]

Hi,

Thank you for your help and advice.

My sofa is the Brynory one, I think it's a con that i am paying well over £10 per week for a sofa which is falling to pieces and is not worth anywhere near the amount it is costing me, It should be falling apart within 18 months.

I don't want the hassle of putting OSC back on and then removing it though.

I'm not sure what to do about it but it's a total rip off.

 

Hi your right it shouldnt be in that condition and the Bryony was always a problem suite, my advice is try and bluff brighthouse ring for a service call and see if they pick up on the fact you have no osc (this is frequently over looked) if they notice ask them to come out for a quote and talk with the upholster while he is there he will more than likely tell you that this a manufacturing fault as the Bryony's are a problem suite. If it is a manufacturing fault you will then be covered by sales of goods act and you can pursue to get it repaired free of charge. But dont let the store staff come out to assess as they will say it is wear and tear

[thecookiemonster]

My sister in law always goes into Brighthouse and pays our weekly payments for us because she pays for her account at the same time and she always pays it every saturday afternoon, I have been a customer with Brighthouse for over 11 years and have never missed a single payment ever.

 

They have phoned 2 saturdays recently asking why payment has not been made, this was around 12pm by the way, My sister in law doesn't go down to pay until around 1pm, I didn't appreciate being hassled because i have never missed a payment and my sister in law would have been on the way down to Brighthouse when they rang and they never used to ring here.

 

Also today i got a phone again firstly asking me if i would like to pay by card over the phone, Also they said payment had to be made by closing time today, Yet again this was around 12pm before my sister in law went and paid my account around 1pm.

 

I think that i have been treated badly recently by this company.

[clemma]

Although they are phoning you, they are not actually being so bad. Trust me, I have received some rather nasty calls from them in the past. If they call, hang up on them - they will soon get bored.

[thecookiemonster]

Yes but they shouldn't be calling me and they don't need to, Look at my history, 11 years as a customer with not one missed payment!

[perinatal]

This company have been on sky news recently for harrassing people for payments....

[clemma]

I have no idea why they are calling you - as you are a good customer, maybe you could just ask them to stop. It may be that they are having a lot of problems collecting payments at the moment so are calling all customers. As long as they are ok with you, then I wouldn't worry too much about them

[rubie08]

hiya clemma how are u ive not been on for a while i heard on the radio tho good job is there any news on how this went

[clemma]

hiya clemma how are u ive not been on for a while i heard on the radio tho good job is there any news on how this went

 

Hiya

 

No, no news really, but there are more things in the pipeline One way or another, Brighthouse will be brought to task!!

[Blondmusic]

They have done this to me even though i have told them that the payment will be made. I usually go in on a Wednesday now to make the payment so i am early although i have still received calls on Saturday at PM asking when i will pay. I tell them i paid a few days ago, they check the records and say OK before hanging up.

 

I went in to make my payment yesterday. The Saleswoman usually serves me and she said 'Are you paying everything but the laptop?' I said the laptop was paid off last week, she replied 'oh yes it has been paid off' then a salesman said that i will have to buy something else. I burst out laughing and told him April fools was months ago. I laughed all the way back to the car.

Edited June 26, 2009 by Blondmusic
terrible spelling from fast typing

[msmuse101]

Hi there, not sure if you actually managed to get your sofa repaired but 'Brighthouse adviser' is right. i worked saturdays for a while and nobody ever really looks to see if you have the service cover before they book you one.

My biggest bit of advice is this, If you want to book a service call and have no cover, call mid day on a saturday. This is the busyest time of the week when the full time workers are all concentrating on sales. these guys are more likely to spot that you have no cover! they will pass your request on to someone who picks up the slack, like i used to! I very rarely checked and always got my custemor a service call. be cheeky, give it a go!

[msmuse101]

hello mate, I am an ex employee of the company and thought i could come onto the forums to try and ease peoples minds or give them advice regarding the way BrightHouse deals with customers.

 

In regards to people phoning you when you regularly pay ontime and have never missed a payment - The reason they do this is every Sat the Debt team are given a rather large list of people who have not paid up to the moment in time the list is printed. It is then the employees job to phone everyone on the list (which can litrally be hundreds) to take a payment commitment or a phone payment. It is nothing personel, they just phone who the system tells them to.

 

My advice to stop it would be this. If you know you pay ontime then you have two options, either ignor the phone call from the usually withheld number (they will just write 'no reply' next to your name and move on.) Or answer it and tell them that you always pay later on a saturday and dont aprieciate the phone calls, ask them to specificly write a note onto your account that says not to call regarding making a debit card payment. next time they open your account it will pop up and tell them before they phone you. remember to be fairly polite to them when you do this otherwise they wont be inclined to help you!

 

there are usually 2 debt collectors to a store and the mass of customers is split evenly between the two, they dont always remember names and faces as there are hudreds for them to handle this is why you must gt them t write a note. The staff turnover is also quite high so often someone with no previous experience will be asked to phone you and wont know the agreement you had with your other account advisor, this may also be a reason your recieving phone calls.

 

If you have any other questions i shall do my best.

[alfietuppa]

can anyone advise me how tomake a complain about brighthouse staff