Domestic and General Insurance Plan - my time wasted

[captain_walker]

About two weeks ago I received notice of from Domestic and General about need to renew an insurance policy on my Freezer (a proline UFZ180P6).

 

I notice that the cost was £66/yr and that it would renew automatically if I did nothing. The freezer is now over 4 years old so I thought spending that much is not good value. I'd prefer to get a new one if it broke down, or get a refurbished one at near to same cost of £66 (yes British Heart Foundation are doing some good deals).

 

But I notice that to cancel the insurance means I'd have to call an 08444 number which costs me 5p/min. I don't like that- even though I could afford to spend 100 times that in a day because I'm rich. It's just the principle that offends (can go into that another time). So I get onto their website where I spend 15 min cancelling (or so I thought) their insurance. But the email confirmations I get next day don't reflect cancellation. So two nights later I decide to try again and this time it seems to be cancelled. Yes - I have loads of time and my principles tell me that for the greater good of all I spend my time like this. So that's say 30 min total. Which is not great but I'd rather spend that time than give them 5p I thought, if it's worth cancelling. But no. Read on.

 

This morning I receive two pieces of correspondence both undated - and it seems that this is now standard practice in this country of late. So you can't really work out when correspondence is generated - advantage to 'big business' methinks.

 

[ATTACH=CONFIG]44694[/ATTACH]1st opened correspondence says "Ensure continued protection of your Freezer" - renewal date 27th June 2013. Annual fee "£66.00" - as it was on correspondence about two weeks ago. So methinks fine that's just them plugging that which I refused.

 

[ATTACH=CONFIG]44693[/ATTACH]2nd correspondence opened tells me that "Your freezer is now Protected by Domestic and General". So I'm like wut! (and holding back from telling you the expletives that were running in my mind. Don't want to breach forum rules ). My time has clearly been wasted going online. I'm not happy. But I note that it's the same policy and same freezer but now the price I've been billed was £29.00!! The date of issue was 15th June 2013 (but that's not the date on the correspondence - which is as I said undated).

 

I call D&G on their 08444 number spending my 5p/min now. They introduce the call as being recorded for quality and monitoring purposes, so I decide to record the call too - and I let them know this later on. The phone takes 5 min to answer.

 

So you bet - I was firm but in no shape or form abusive. After giving all the relevant details they go "That's cancelled... on our system". And I go (WTTE) 'well you say that now, but I could have no knowledge of that and your conflicting correspondence'. I outline that I've wasted my time online and now the cost of my call and my personal time chasing an issue that is their fault. So I've spent in total about 40 mins and paid for the 'pleasure' - if you see what I mean. It's not fair!! At this point - and it's the usual - with most call centre people - I start getting cut up in mid-sentence. So I say "I notice at this point that your cutting up what I'm saying and that predicts that you're about to label me as a hostile customer and put down the phone, but as I am recording this call and your company is too, I must let you know that I have not been hostile to you and have used no abusive language. I expect you to listen to what my dissatisfaction is". So I explain that it is about the confusion and the waste of my time. I then say that I expect to be compensated £5 for the waste of my time and the cost of my call. The woman then goes (WTTE) 'I don't know what you mean'. I respond, 'you know exactly what I mean' and I repeat myself and state that I expect a check for £5 within 10 working days. I then put the phone down with 2 seconds notice. I'm not about to explain the meaning of words to a person on the other end who is fully fluent in English. I stated my case.

 

Some who read this may think this is about £5. I'll let you know now it isn't. I don't care much about £5, it is the principle of how large companies waste our time. If I spend 30 min on line I expect to get it right. I don't expect to have to be followed up by conflicting correspondence, then have to make a phone call that costs me 50p. It's pure rubbish. Just to let all know I spent similar amount of time with Tesco for £1 mismatch on their price, and on that occasion they offered me £5 for my time - which I did not in the end accept (simply because it was sufficient that they offered as a recognition of getting it wrong). This is about how big companies play a numbers game.

 

Game you wonder. Yes - did you notice that the price at D&G was £66/yr - and that following my attempts to cancel the evidence leads me to conclude they quickly renewed before 27th June at £29. My second online attempt to cancel must have gotten home and that's why at 24th June (today), it appears on the system as cancelled. This is a numbers game, cuz I reckon that of 1000 customers companies treated in this way, probably at least 10% get hooked.

 

Something is wrong with business in this country - and something is also wrong about consumer vigilance. That's why businesses know that with a certain percentage they will 'get away with it'.

Edited June 24, 2013 by captain_walker
Grammar and photo correction

[citizenB]

Can I suggest that you let your bank know that they are not to pay any direct debits or requests for any money from this company They have your bank details and are quite likely to make an attempt.

[captain_walker]

It might seem a reasonable suggestion and it's elementary. I can do that easily online.

 

But I'm not on about £66, £29 or £5. I am so rich I can afford to lose that easily on a yearly basis - and many may respond half-cynically, 'Well that's great for you..not need to boast about it'.

 

My point is about how many companies play a numbers game on people having difficulty to making ends meet - and for those like me who can afford to lose the money but not their principles, we too must take a stand and shout about it. I'm also not into a debate on whether people in financial difficulty should take out such insurances. It's not even about insurance policies at all. It's the game playing that gets to me.

 

ROB i.e. Rip off Britian needs to be cured! Change starts with me. I'm not having it!!

[Blackfen]

Why oh why has it had to take me over a week to book a simple appointment for a service repair.?

The 08448 224224 number that I was given either gave out an engaged tone.... cut me off after going through 'Option 1' , cut me off after going to 'Option 3' or kept me holding on for 20 minutes before (yes you guessed it) cutting me off again.

Finally after several attempts I got through on Saturday last... Then I was asked ridiculous questions like.... What colour is my appliance ???? Really

When I did finally manage to get an appointment booked. After the call ended, i realised that it had taken 23 minutes.... I am sure this was a ploy to keep me on the line for as long as possible to increase the amount I had to pay for this premium rate number.

In case you are interested,, the engineer did come on the day booked, although I had to chase up first thing to find out what time he was due,, even thought i had been assured i would receive a text the day before..... that did not happen

What i want to know is >>>>> will/can I be reimbursed for the number of wasted calls i had to make?

[mikeallison2]

Do not use this company. The treat people like morons. I have been a customer for 8 years and they happily took my £250 per year boiler coverage from me without any complaint. The first time I have an issue with my central heating pump they say it is oversized and that it is not covered. It is an outrage. I live in a large house so it requires a slightly larger pump than normal but never during any of the services have they told me that I was not covered. On top of that they have outrageous premium call rates.AVOID THESE GUYS AT ALL COSTS. I am sending an email to all 3000 people at my company and asking them to forward it to at least 10 friends and family. I will also go to every consumer website and let the world know how they treat customers. I will ensure that they pay for treating people like this.