Need some guidance with issue @ perfect homes

[whitewidow]

Hi, all i discovered this site a while ago and just now remembered about it.

 

My partner has a problem with perfect homes, we got a lcd tv from there in september 2007 and we have full cover with this. Last couple of months it has been playing up! it would randomly switch off or start a slideshow of diffrent colours like red,green,blue,white,black and constantly repeat this cycle until it has been switched off at the mains. Perfect homes took it away and the technician says there is nothing wrong so i get it back. Same night i get the exact same fault only this time i got a video clip of it on my phone put it on to a cd and took it down to the store the manager is very apologetic and vows to get it sorted. Technician again sends it back only this time the driver didnt get a signature on the notes that held the technician report he just brought a second peice of paper and said just sign here (a randon spot). Found out later that the technician report was the same as last time.

 

so my partner went in store to make a payment and spoke to the manager, the manager tells her that we would be getting a replacement namely a scratched up over used loaner tv that is used when your tv is took for repair. Not a cat in hells chance was i accepting that,so the missus phones up and tells them we will be declining there offer of the loaner tv and want ours repairing or a new tv of the same value (I think my tv is no longer stocked within there store) and now whenever we phone to see where we stand we get the same answer SORRY CAN YOU CALL BACK THE MANAGER IS NOT IN TODAY. or SHE IS BUSY AT THE MOMENT CAN I GET HER TO CALL YOU BACK?? and i am not exagerrating when i say the manager apparently has an illness or busy day every day.

 

So am i right in asking for repair or replace or do i have to take this no good loaner tv??

 

my partner wont tell these people what i want her to so its up to me to phone them today and tell them how i see it.

 

If anyone has some tips for me to say during this probable short phonecall i would be grateful.

 

Thanks

widow

[whitewidow]

quick update i just put the phone down to perfect home and as you can guess i didn't get to speak to the manager cos she is busy with a customer. So i told this other guy the situation he takes down my number again just to make sure its correct and he reassures me i will be contacted today.

 

I told him this is the last phonecall and further correspondance will be with the head office.

 

I shall sit and wait and maybe be back with a verdict.

[whitewidow]

Ok im back manager phoned back and spoke to the missus, manager claims she did not receive any messages with regards to our phonecalls blah blah blah. manager proceeded to tell my missus her options the missus asked if she would tell me because she is not clued up with it all. Manager declines and tells her the options and says discuss it with your partner (me) and phone her back.

 

So the options

 

1. Send tv back take out new contract and any monies payed will not be transfered over to new contract. WHAT?? She must think im crazy

 

2. Get the scratched and bashed loaner tv. NOPE NOT DOING IT

 

3. Take tv back and do a like for like swap with a tv instore that is same price range and same age (2 years) More appealing but no thank you.

 

So can someone tell me if i have to accept any of these offers before i start typing up a letter for the head office.

 

Also is there maybe a template i could use to send to the head office as i am not really all that good with wording a letter.

 

any help much appreciated thanks

 

widow

[clemma]

The loaner they are offering is just that. They will give you that whilst they try to repair yours. If they cannot repair it, then they should (and more than likely will) replace it for a like for like TV. If they do, make sure ALL your payments are reflected in the new agreement. Either do that, or go for option 3 - again making sure all payments are reflected in your new agreement.

 

I am not 100% with Perfect Homes, as I mainly help with Brighthouse issues, but I am pretty sure they are very, very similar. Also, if you have policies with them (like service cover or liability cover), think about cancelling them to save yourself some money. If they are anything like Brighthouse's, then they are not worth the money!

[whitewidow]

The loaner they are offering is just that. They will give you that whilst they try to repair yours. If they cannot repair it, then they should (and more than likely will) replace it for a like for like TV. If they do, make sure ALL your payments are reflected in the new agreement. Either do that, or go for option 3 - again making sure all payments are reflected in your new agreement.

 

I am not 100% with Perfect Homes, as I mainly help with Brighthouse issues, but I am pretty sure they are very, very similar. Also, if you have policies with them (like service cover or liability cover), think about cancelling them to save yourself some money. If they are anything like Brighthouse's, then they are not worth the money!

 

Hi clemma,

 

They are actually trying get my partner to do a straight swap with the loaner tv as an option not just for a short period of time whilst a technician tries to fix it.

The Technician has seen this tv twice already and he claims he also sent it to a third party to test (i have seen no proof of a third party test report) they find no fault with the tv apart from a liquid spill 3 inchs from the left side (also didn't fix).

 

Really all i want to know is do i have to accept there offer of a new or used (reconditioned) tv. from the same age (2 years old ) and the same value. Bear in mind there is no way a brand new tv will be sat still instore after 2 years. Meaning i will get a reconditioned tv anyway!!

 

I told them i want the fault repairing (a fault they cannot find) or a brand new tv at the same value as mine. am i asking too much?? There is a full cover plus agreement that has been paid every week and when it comes to me wanting to use it i cant.

 

I have told the manager i will be writing to head office and deal with it through them she seems happy with that. Would i be wasting my time or would a result be possible.

 

As for the osc im right in saying with no home contents insurance i cant cancel the osc? As i am without home contents at the minute but will be applying for it very soon.

 

Thanks for the help

widow

[clemma]

Sorry, I read it wrong and thought they were offering you the loaner for a short period of time.

 

The Sale of Goods (Implied Terms) Act 1973 will come into this. Basically, this means that any product you hire must be fit for its purpose and be in working order for a reasonable amount of time. For a new TV I would say 4-5 years is a reasonable time to expect it to work for. As they cannot fix it, then yes, you are entitled to a replacement. I would strongly recommend you inform them of your statutory rights under this Act. Perfect Homes have a LEGAL duty to REFUND, REPLACE or REPAIR goods! They are expecting you to not know about this and may try to fob you off.

 

You could also get an independent engineer to look at the TV and get a report from them - I'm sure you can claim the money back from Perfect Homes if the TV is found to be beyond economical repair.

 

As for the OSC - I am only presuming this is the same as Brighthouse's OSC (i.e you can return goods using this policy if you can no longer afford them and pick up at a later date, losing no money already paid.....ermmm, and that's about all really). For this you do NOT need Home Insurance. However, if it is something similar to Brighthouse's damage liability cover (DLC) then you will. The DLC basically protects THEM if the goods are stolen, but does nothing for you (you get no replacement if it is stolen, but the outstanding amount will be wiped off you account). Take a look at the policy to see what it involves and let me know.

[whitewidow]

I will call them on monday morning and read to them The Sale of Goods (Implied Terms) Act 1973 And see what they say to me. When you say refund,REPLACE or repair does a offer of a 2 year old reconditioned tv fall into the category of replace??

 

Also i asked her if i can get my own technician at the expense of them and the manager says no i cant because it is possible they could tamper with it. So i told her that i can spin that one around and say that perfect home's technician could be telling lies. She goes on to say that they are this well established company blah blah

 

As far as i am aware the only policy im i can see is a TAD policy (theft and accident damage policy) From some group called atlas insurance based in malta.

 

thanks. widow

[clemma]

The "replace" would and should be like for like - you should always get what you are paying for so what they are offering you is NOT acceptable.

 

I am pretty sure you can get your own engineer. I had problems with a TV I got from Brighthouse last year and am 99% sure that Consumer Direct (Consumer Direct) told me I could. Give them a ring and double check.

 

As for the TAD - this sounds like Brighthouse's DLC, so you will need Home Insurance to be able to cancel it (amazingly, both insurance groups are based in Malta.....)

 

Did you phone them? I would start putting EVERYTHING in writing. Write to both the store and Head Office (send them recorded delivery so you can prove they received the letters). This way you have a paper trail AND they can not spin lies in a letter like they can on the phone. It will take longer BUT it will be worth it.

[whitewidow]

Hi,

 

I decided to phone consumer direct and get their advice on the situation, they told me that a tv in the same condition ie. 2 year old and used is a "like for like" replacement. So i asked the partner to phone the store manager and told her that we sought legal advice and we are willing to accept a like for like replacement.

 

The manager says that perfect home are short of tv's but she will look for a suitable tv and get back to her when she finds one.

Also my partner will need to go in and sign a new 2 year agreement which is what is left on the original.

 

So im wondering what should i be looking out for when she signs the new agreement? should i be working out how many weeks we have left to pay and that is what the new agreement will be?

 

and am i right in saying that i could give them 14 days to "resolve" the matter?

 

Thanks for all your help

widow.

[clemma]

You could certainly put in writing that you want this resolved in 14 days, before legal action commences.

 

As for the new agreement, make sure that all your previous payments are taken off and your settlement/repossession rights are still the same......it should be an amended agreement, rather than a new one. Check the same amount of time is left for making the payments, and that they have not increased.

[whitewidow]

Hi

 

Just a quick update i had the missus phone perfect home today (a week later) and the manager is still saying the same there is no tv that is worthy of a like for like swap!! So i decided to write them a letter explaining that i think there is not enough being done to resolve the problem and that the letter is a 14 day notice.

 

Now its a waiting game i guess il report back. In the mean time il be getting on to brighthouse about there optional service cover.

[whitewidow]

So 14 days are up i phoned them today and guess what there is still no suitable like for like tv.

 

I phoned head office who told me that the manager is doing everything she can and i should just bear with them.. I told head office i will write another letter giving them another 7 days she seemed gratefull at that..

 

Does anyone know how long i have to wait before its deemed unreasonable??

 

its been a few month now and its really getting irratating..

[whitewidow]

So after 24 days notice in total either by writing or verbal i am still at a dead end. I feel that PERFECT HOME is taking the **** and i want to take my complaint further.

 

The head office and store manager are both saying i have to wait until a like for like replacement is available!! How long does one have to wait for a replacement tv?

 

Am i being impatient or am i within my right to take this complaint further? could someone tell me who i would be complaining to at this stage as i have been trying to get in contact with CAB all day but to no avail..

Edited December 15, 2009 by whitewidow

[whitewidow]

The manager of perfect home wanted us to go down yesterday on what we thought was to pick a new tv. When we got there she had a piece of paper which had details of 2 refurbs, she says the options are to pick one of these tv's namely a sanyo or a AOC. Depending on which one we pick she could knock upto 6 months of the payments. Or we can just take out a new agreement and she will take 10% off the cash price!!

 

This is her idea of deals even tho we have coverplus on the agreement.

 

At the minute we have agreed to let her send our tv in for another inspection by the technician. We will receive the SANYO tv as mentioned above and she says if the fault cannot be fixed she would make us a "better" deal and we could just keep the sanyo.

 

First off we have paid for this tv now for 3 years so a measley 6 month knocked off another just isnt enough! I need some advice on what i could do because it seems she knows i dont no much about this and just keeps spinning me lies.

 

Apparently i am paying to rent this tv so any payments made on this tv will not carry over to another agreement. And the coverplus just allows us to send the tv back at any time without any hassle.

 

thanks

widow.

[o2sprite]

Can anyone tell me what the telephone number is for perfecthome's please as a dear friend of mine is being ripped off,

 

Many Thanks.

 

A Friend

[o2sprite]

Can anyone tell me what the telephone number is for perfecthome's please as a dear friend of mine is being ripped off,

 

Many Thanks.

 

A Friend

 

Sorry what I meant to say was, what is the head office number for perfecthome.. as I am very furious and do not like what the Ashton under Lyne branch is doing with their actions, if someone could get back to me soon as possible that would be great.

 

A Friend

[Lefty]

Can anyone tell me what the telephone number is for perfecthome's please as a dear friend of mine is being ripped off,

 

Many Thanks.

 

A Friend

 

Sorry what I meant to say was, what is the head office number for perfecthome.. as I am very furious and do not like what the Ashton under Lyne branch is doing with their actions, if someone could get back to me soon as possible that would be great.

 

A Friend

 

 

PerfectHome

The Lodge

Coleshill Manor

West Midlands

B46 1DP

tel: 01675 435019

fax: 01675 467312

Cheers

Lefty

 

[amaya72]

Can anyone tell me what the telephone number is for perfecthome's please as a dear friend of mine is being ripped off,

 

 

 

Many Thanks.

 

 

 

A Friend

 

 

 

Sorry what I meant to say was, what is the head office number for perfecthome.. as I am very furious and do not like what the Ashton under Lyne branch is doing with their actions, if someone could get back to me soon as possible that would be great.

 

 

 

A Friend

 

Not much good contacting the headquarters,they condon the attitude of staff.I have spoke to the head manager and that was about staff being abrupt and abusive on the phone.Perfect homes is not costumer orientated....But profit orientated..

[baileysmammy]

whitewidow, did you get this sorted, im in same position had a sanyo LCD tv kept getting a fault so had 3 replacements all sanyo and guess what all same fault, ive had a loaner for the last 5 months, my agreement with perfect homes finishes in 2 weeks with £18 left to pay after 3.5 years at £36 per month. Ive rang the store every week regarding my TV which they say couldnt be fixed but they have no replacements for me. I have 2 weeks left and do not want to be stuck with a scratched old loaner tv yet perfect homes just dont seem to be doing anything at all.

 

Any advice would be great? im also with bright house and when i was asking them about it they mentioned the sale of goods act but i dont even know where to start.

[igglepigg]

Hi everyone

im new on here but i also share problems with perfect homes newcastle.

For over two years now i have experianced problems with them ..from taking money that i havent given permission to takeout of my bank axcount, to not taking out and then adding charges and leaving it over a week before telling me, and then again today i check my bank and theyve done it again; taken 12.odd out when i clearly told the woman that i would come in store and sort out a payment they said i owe for four five weeks ago. I told her that she will not take money from my account that i havent given permission to take.

Im furious shes done so and left me with no money for another bill and wl now incure bank charges of six pound a day

please help before i ring the store and loose my cool and gain nothing for it

[clemma]

You need to tell your bank this Is an unauthorized transaction and the bank will get the money back. Inform the bank that no other payments are to go to them. Write to Perfect Homes and tell them you remove any authority for them to debit your account.