Brighthouse 5 star service - 3yrs old washing machine- they wont replace it

[Raco]

Hello.

 

Had a whirlpool washing machine off brighthouse which I have been paying for 3 years with insurance cover and only have 2 weeks left to pay.

 

 

The washing machine bearings have gone and brighthouse sent a guy to fix it and he said they will right it off and left a form.

 

 

I contacted brighthouse and the lady said because it is 3 years old she is having trouble replacing it and would I like a new one with a reduce price which I refused.

Now the lady is saying if it is replaced it will be one that is 3 years old.

 

 

I am a bit confused

on their website it states if they cant fix the item they will replace with new.

She also said because our washer is now 3 years old that it is not worth anything and the price for it now is zero and she doesnt think she can find a like for like.

 

 

I need to phone them back tomorrow so any advice would be great thankyou.

Edited March 22, 2017 by Raco

[renegadeimp]

If it states that on their site, then check your cotract too. It would be misselling if they advertised it but wasnt in your agreement. Breach of contract if it was in there.

[Raco]

any advice on this would be greatful. She is telling me it cant be replaced.

[renegadeimp]

Youll need to post up your agreement and redact any personal info. Also, have you tried contacting their head office? If it says on the site they will repair or replace with new, then they have to adhere to it

[Raco]

hi sorry to say I haven't got my agreement contact from 2014,

 

 

im not sure they even gave me one

all I have is statement of credit agreement from jan 2017.

 

 

My agrrement is from 2014 which it is like for like swap as stated on their agreements before 2017.

 

 

she is saying that they cant replace it because the item is 3 years old and worth zero and that they cant find a machine 3 years old to replace it with.

[dx100uk]

total crap

you've paid for their compulsory insurance

it clearly states replaced with new.

 

 

if she keeps being obstructive,

then tell her you want all your insurance monies back as well as the interest they have charged on it

then you'll go buy a new one elsewhere.

[Raco]

Well ive phoned them and they said the item would have to be like for like and that it will be a 3 year old washer the same as ours.

 

 

They refuse to fix ours which looks brand new.

 

 

Im confused regarding the like for like and if that is acceptable,

I have been paying for the five star package since 2014 and thankgod I have only 2 weeks left,

If only I could claim back all that five star insurance they told me I had to have or no item.

[dx100uk]

you can reclaim 5star hidden insurance

 

get all the statements

via an sar

knock up a spreadsheet and letter of complaint

[we have them]

 

and put them in.

 

then goto the FOS with it all when they refuse you.

 

I take it you are so far doing this so far by phone you need to formerly complaint in writing to head office

[Raco]

thankyou for the information dx,

 

my 1st step would be to request a SAR.

 

Also does anyone know about this five star policy

is it like for like or new for old,

 

on their website its called brightcare now and that is new for old but since my item is from 2014 its kind of confusing. thankyou

[dx100uk]

5 star t&c's should be here or on the web somewhere

I'll look later

[Raco]

that would be great dx thankyou

[dx100uk]

http://www.consumeractiongroup.co.uk/forum/showthread.php?445236-Brighthouse-and-FCA-now-say-they-remove-5-Star-Service-if-Asked&p=4730529#post4730529

[Jason BrightHouse Web Rela]

Hello.

 

Had a whirlpool washing machine off brighthouse which I have been paying for 3 years with insurance cover and only have 2 weeks left to pay.

 

 

The washing machine bearings have gone and brighthouse sent a guy to fix it and he said they will right it off and left a form.

 

 

I contacted brighthouse and the lady said because it is 3 years old she is having trouble replacing it and would I like a new one with a reduce price which I refused.

Now the lady is saying if it is replaced it will be one that is 3 years old.

 

 

I am a bit confused

on their website it states if they cant fix the item they will replace with new.

She also said because our washer is now 3 years old that it is not worth anything and the price for it now is zero and she doesnt think she can find a like for like.

 

 

I need to phone them back tomorrow so any advice would be great thankyou.

 

 

Good Morning Sir/Madam, as this is a public forum, I ask that you email (quoting your CAG icon reference in the subject line which is 324644). Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. Alternatively, I would encourage you to consider contacting our Customer Relations Team on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Again you can quote the six digit reference and we will be able to assist you immediately. Thank you

 

Many Thanks, Rahul (Web Relations Team)

[dx100uk]

ringing is fine, as long as it is recorded....

but I caution using any form of comms that is not written

so you have a paper record of it.

 

 

and please comeback to the forum to update us.

 

 

you DONT have to accept or believe anything you are told on the phone.

dx

[Guest Mrs Hobbit]

Like for like.. this could be interpreted to be a new washing machine that costs the same as the the price of the original machine. Just offering an opinion, not a fact. Maybe this could be an option for Brighthouse to refuse.