Brighthouse and FCA - now say they remove 5 Star Service if Asked

[dx100uk]

but of course none of these are actually needed as goods are covered by SOGA

[rosey-789]

but of course none of these are actually needed as goods are covered by SOGA

 

 

Which will be looked at by the FCA this summer which then hopefully goes in the customers favour.

[rosey-789]

our Five Star Service includes a service warranty for unlimited repairs for your product. If your product needs repairing, we'll come and fix it.

 

 

 

Many thanks

 

Jason

Web Relations

 

 

 

And does the Five Star Service cover a loan product available on request so that the customer is not left without the item took in for repair whilst still paying for something they wouldn't be able to use?

[Jason BrightHouse Web Rela]

Good Morning rosey-789

 

We aim to provide a loan product where possible to all customers who have sent their items in for repair.

 

It is sometimes the case that the stock is not immediately available and it will need to be sourced from an alternate store or warehouse.

 

Many thanks

 

Jason

Web Relations

[marcus6]

Good Afternoon citizenB,

 

Some customers tell us they already have insurance or wish to purchase an alternative policy. As mentioned previously, we have listened to our customers and made some changes to our proposition to offer more choice and to make their shopping experience even easier.

 

Customers now have the choice to either purchase our Product Insurance Cover or provide evidence of an alternative cover purchased elsewhere.

 

Every Hire Purchase agreement with BrightHouse contains an obligation to keep the relevant goods insured at all times, against loss or damage caused by fire, theft or accident. You may have, or be thinking of buying, a household contents policy or other policy that will do this which is perfectly acceptable. If a customer does not have or decides not to take an alternative policy, BrightHouse has offered covers that fulfil the obligations of the agreement.

 

All of our Hire Purchase agreements also include our 5* Service. This means our customers get peace of mind by having a range of features as standard for the duration of each agreement.

 

In addition to your statutory rights, our Five Star Service includes a service warranty for unlimited repairs for your product. If your product needs repairing, we'll come and fix it. This benefit is included for all our customers, so you won’t need to pay anything extra if something should happen. However, also included in the weekly price, all customers are able to:

 

-Return your product if you change your mind

-Restart with the latest model

-Take advantage of our pick up and hold service

 

To learn more about our 5 Star Service or Service Plus, please click here http://www.brighthouse.co.uk/about-us/5-star-service/

 

Alternatively, please contact the Customer Relations team on 0800 526069 or email at customer.relations@brighthouse.co.uk for any further information or advice.

 

Many thanks

 

Jason

Web Relations

 

 

 

In Red??

 

 

There is no law saying items on hire have to be covered! and by making Customers take out cover with you or anyone else, is BREAKING the Unfair Trading Regulations 2008, as you are making them "part" with more money than they should have to.

[rosey-789]

CEO if Brighthouse doesn't seem to have much compassion

 

http://www.ft.com/cms/s/0/2d4dd2cc-e376-11e4-9a82-00144feab7de.html#axzz3aFP8zjIF

[dx100uk]

can see it without paying

 

 

dx

[rosey-789]

Jason, so this insurance offered by Brighthouse, does it only cover those items that are being purchased from Brighthouse or all items within the customer's home.

 

If only those items being purchased from Brighthouse, then your response is disingenuous as it is NOT an alternative to Home Insurance which covers all contents!

 

 

The insurance part only covers Brighthouse items so if a customer had a house fire Brighthouse won't replace anything else but there product making the insurance useless. I have my own home insurance which covers everything.

[dx100uk]

thoug I don't agree with what these companies do.

 

 

your house insurance must 'specifically state' goods on hire purchase'

are covered. most do not.

dx

[rosey-789]

Good Morning rosey-789

 

We aim to provide a loan product where possible to all customers who have sent their items in for repair.

 

It is sometimes the case that the stock is not immediately available and it will need to be sourced from an alternate store or warehouse.

 

Many thanks

 

Jason

Web Relations

 

 

Jason, Can I please ask a question. according to Brighthouse 5 Star Service it includes -

 

delivery and installation

Product insurance

Unlimited repairs

Loan products available

Like for like replacement

 

Now these are the 5 services so why would Brighthouse then ask customers to take out insurance cover or servicePlus cover when it states product insurance in the 5 star service? Does that 2nd promise down list (Product insurance) then cover it against fire in a home including every other content in a customers home?

 

I know the other insurance/dlc only covers Brighthouse products which is ridiculous so pays every one to have their own home insurance as that covers everything and really it makes any kind of insurance from Brighthouse useless.

 

It also sounds like the 5 star service has hidden insurance into it (Product insurance) and that is why everything is now a higher price then it were 2 year ago.

[Jason BrightHouse Web Rela]

Good Morning rosey-789,

 

Thank you for your question.

 

To clarify, the 5 Star Service consists of the following:

 

The first two stars cover delivery and installation of each product.

 

The other 3 stars are what we refer to as Service Plus and include, unlimited repairs on each product, a loan product when it is required and also a like for like replacement if the product cannot be repaired.

 

The 5 Star Service does not include cover for fire, theft and accidental damage. However, we now offer Optional Product Insurance Cover to provide cover for fire theft and accidental damage for any new agreements a customer may take out.

 

This means customers can choose to take our insurance or an alternative, valid home contents insurance they may already have in place or be considering of buying. Please note, if an agreement was signed for before the 27 April, the 5 Star Service did include the insurance but this has changed with the introduction of our new proposition.

 

The agreements signed before the 27 April include the insurance within the package and this cannot be removed from the price.

 

For further clarification, please visit our website for further information regarding our 5 Star Service package – http://www.brighthouse.co.uk/about-us/5-star-service/

We also have a FAQs page which cover a wide range of topics that you may find useful - http://www.brighthouse.co.uk/faqs/

 

As always, our Customer Relations Team will be happy to help provide further clarification on any of the above and can be contacted on 0800 526069. Alternatively, please send us an email at customer.relations@brighthouse.co.uk.

 

Many thanks

 

Jason

Web Relations

[rosey-789]

Thank you Jason, Still think its all rubbish this 5 Star service especially when someone buys a new product etc like a Samsung tv - you wouldn't expect a brand new product to break down that quick anyway.

[rosey-789]

Jason at BrightHouse, I have just asked BrightHouse shop if they would remove the product insurance from my other items and they have refused to do so saying you can't as it wasn't optional when I took them agreements out. if you start a new agreement now then its optional. this does not sound correct to me at all.

[Jason BrightHouse Web Rela]

Good Morning rosey-789,

 

Thank you for your question.

 

Agreements taken before 2 September 2013 had the option of including Optional Service Cover (OSC) and Damage Liability Cover (DLC). Based on customer feedback, we changed our proposition so agreements taken after that date included our “5 Star Service” package. Included in that package was an insurance to cover the item on that agreement against loss or damage caused by fire, theft or accident.

 

We changed our proposition again, based on further customer feedback, so agreements taken out from 27 April 2015 no longer carried that insurance. However our agreements come with an obligation for our goods to be insured at all times. Our customers now have the option to either provide an alternative cover or to take our Optional Product Insurance Cover.

 

To clarify; agreements taken between 2 September 2013 and April 27 2015 have cover included and this cannot be removed.

 

Agreements taken after 27 April 2015 will allow the customer to either use their own cover or alternatively use the cover we offer. If a customer has taken the Optional Product Insurance Cover they can have this removed provided they are able to show that they have an alternative insurance in place which covers hire purchase agreements.

 

As previously stated, our Customer Relations Team will always be happy to help provide further clarification on any of the above and can be contacted on 0800 526069. Alternatively, please send us an email at customer.relations@bright house.co.uk.

 

Many thanks

 

Jason

Web Relations

[eivo]

Hi Jason,

 

For the period between 2nd September 2013 and 27th April 2015 are you able to provide a breakdown for what proportion of the cost is attributed to the 5 star service package, and the methodology used to get to these numbers.

 

Furthermore, the existing 5 star service covers "unlimited repairs" - is this not just the same as OSC?

 

Cheers

[dx100uk]

or free under SOGA....

[Jason BrightHouse Web Rela]

Hi eivo

 

Thank you for your question

 

We changed how we packaged our services on 2 September 2013 and if an agreement was taken out between then and 26 April 2015, it would have included all our benefits and product cover within the weekly price.

 

As previously mentioned in this thread, this meant our prices included the standard price of the product along with accidental damage and theft cover, unlimited repairs, the option to return or switch to another product, and other benefits.

 

This also meant that each of our customers were given an individual APR that reflected their financial circumstances.

 

We are very open with our prices and display them clearly on our website, in our catalogue and in our stores. The APR is set at the date the agreement is created and fixed for the duration of the agreement.

 

We listened to our customers, sought feedback on their needs, and conducted monthly research on customer satisfaction. This lead to a review of the BrightHouse offer and we made changes to our original proposition to provide customer’s with an improved service. By striving to understand the needs of our customers we always aim to responsibly provide our customers with a competitively priced, flexible and affordable way to own household goods.

 

The 5 Star Service like our previous Optional Service Cover (OSC) includes repairs and a replacement should an item breakdown throughout the agreement the duration of the agreement, plus additional benefits. All our payments are now clearly broken down to show exactly the amount paid for each benefit of the service we offer which can find in our catalogue, on-line and on price tickets in all our stores.

 

As ever, we welcome feedback from people who take an interest in our business, and should you wish to discuss your concerns further, please contact our Customer Relations Team on 0800 526 069 or email customer.relations@brighthouse.co.uk.

 

Thanks

 

Jason

Web Relations

[marcus6]

Hi eivo

 

 

We listened to our customers, sought feedback on their needs, and conducted monthly research on customer satisfaction. This lead to a review of the BrightHouse offer and we made changes to our original proposition to provide customer’s with an improved service. By striving to understand the needs of our customers we always aim to responsibly provide our customers with a competitively priced, flexible and affordable way to own household goods.

 

 

Thanks

 

Jason

Web Relations

 

 

Hi there,

 

 

 

so are you trying to tell us that customers wanted to pay 69.9 % & 99.9% APR

[kkt23]

Hi eivo

 

Thank you for your question

 

We changed how we packaged our services on 2 September 2013 and if an agreement was taken out between then and 26 April 2015, it would have included all our benefits and product cover within the weekly price.

 

As previously mentioned in this thread, this meant our prices included the standard price of the product along with accidental damage and theft cover, unlimited repairs, the option to return or switch to another product, and other benefits.

 

This also meant that each of our customers were given an individual APR that reflected their financial circumstances.

 

We are very open with our prices and display them clearly on our website, in our catalogue and in our stores. The APR is set at the date the agreement is created and fixed for the duration of the agreement.

 

We listened to our customers, sought feedback on their needs, and conducted monthly research on customer satisfaction. This lead to a review of the BrightHouse offer and we made changes to our original proposition to provide customer’s with an improved service. By striving to understand the needs of our customers we always aim to responsibly provide our customers with a competitively priced, flexible and affordable way to own household goods.

 

The 5 Star Service like our previous Optional Service Cover (OSC) includes repairs and a replacement should an item breakdown throughout the agreement the duration of the agreement, plus additional benefits. All our payments are now clearly broken down to show exactly the amount paid for each benefit of the service we offer which can find in our catalogue, on-line and on price tickets in all our stores.

 

As ever, we welcome feedback from people who take an interest in our business, and should you wish to discuss your concerns further, please contact our Customer Relations Team on 0800 526 069 or email

 

Thanks

 

Jason

Web Relations

 

Hi Jason,

 

Question, I have found a product which i want to purchase as in not hire to buy but just pay the full amount. Now what you have referred to in this forum referred to nly keeping the product in good condition as it is part of a loan, however what happens in my situation as i have been informed i MUST have this service plus even though i am not getting it on HP. Now regarding when i asked how long i am covered for i was told only 1 year, however if i got it on HP i would have 3 years cover for the same face value price. Now that does not make any sense to me and cover for 1 year is standard manufacturers warranty which should cover me for 1 year anyway. Please could you explain why i need to have this product on something i am purchasing outright and why my term of cover would be shorter? And as with everyone else here i have household insurance and this product seems like another dressed up insurance policy

[dx100uk]

Hi Jason,

 

Question, I have found a product which i want to purchase as in not hire to buy but just pay the full amount. Now what you have referred to in this forum referred to nly keeping the product in good condition as it is part of a loan, however what happens in my situation as i have been informed i MUST have this service plus even though i am not getting it on HP. Now regarding when i asked how long i am covered for i was told only 1 year, however if i got it on HP i would have 3 years cover for the same face value price. Now that does not make any sense to me and cover for 1 year is standard manufacturers warranty which should cover me for 1 year anyway. Please could you explain why i need to have this product on something i am purchasing outright and why my term of cover would be shorter? And as with everyone else here i have household insurance and this product seems like another dressed up insurance policy

 

 

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