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Here is a copy of the letter I have sent to Domestic & General
Dear Sir or should I say Dear Everyone.
I have copied this letter of complaint to Comet, Beko and Hotpoint, in the hope they will see how poor Domestic & General treat customers who have purchased their products (Hotpoint and Beko) or used their stores (Comet)
I have 2 policies
RHC0095030 – Hotpoint Condenser Tumble Dryer
CFQ0003232 – Beko Fridge
First I would like to explain what has happened with RHC0095030 – Hotpoint Condenser Tumble Dryer
We have had issues with this product more or less since the day we purchased it. We have had countless engineers out to fix the tumble dryer. Now the product is nearly 5 years old it has been decided that the item is to be replaced, and I have to pay £70.54 to DomGen for the privilege. This is broken down into 2 payments of 33.54 for the remainder of the policy and £37 Delivery Charge. Here are the main points why this is unfair to the customer
1. I have to pay for 6 months cover even though the policy is being cancelled, if this was car insurance I would be receiving a rebate. I should not have to pay for a service I cannot use.
2. I have to pay for delivery of the item when there are numerous retailers on the internet offering the item with free delivery (Comet website for example) Domestic and General are replacing the item and therefore they should pay the delivery charge
3. DomGen will not offer a cash alternative this means that I have no choice but to allow DomGen to walk all over me with their size 9 boots.
Next is CFQ0003232 – Beko Fridge
This item is now just over the 5 years old DomGen say I have to pay £160.58 for a replacement. I am informed this is 50% of the cost of a new item, plus delivery plus the remainder of the policy for the rest of the year. Here are the main problems with this offer
1. The replacement item is a different colour to the item it is replacing. The replacement offered is not a like for like item as when I bought the Beko Fridge I paid extra to have a silver one to match the kitchen, and the replacement item is white. Silver ones are available but Comet have sold out and will not offer an alternative
2. I can purchase the item from Dixons.co.uk for £183 with free delivery. If you look at comet website the item is £289.99
3. DomGen insist the item must come from Comet (even though they are more expensive)
4. I have to pay £37 delivery charge even though the item is coming from comet and they offer free delivery
5. I have to pay DomGen for the remainder of the policy even though I am unable to use that policy.
6. DomGen will not offer a cash alternative this means that I have no choice but to allow DomGen to walk all over me with their size 9 boots.
I am extremely angry with Domestic & General as they are holding me to ransom which in my mind is criminal. In times of recession customers keep up with payments for insurance in the belief they will be covered if something goes wrong, but not with Domestic & General. Domestic and General are holding my replacement appliances to ransom until I can pay the ransom money for the items to be returned.
Domestic & General have RUDE advisors (I am talking about you Harpreet) who talk over customer and do not listen to their customer’s questions. They simply HIDE behind terms & conditions.
Domestic & General know that families cannot do without these items and also know that complaints can take weeks or even months to resolve and are EXPECTING most customers to give up, give in and pay the ransom because in these modern times working families need the appliances. This is unfair, unjust and bordering on criminal.
Under the freedom of information and Data Protection Act I am requesting Domestic & General send me every single piece of data they hold about me and my wife including a financial breakdown of every single payment I have made to you so that if this complaint is not resolved to my satisfaction I can commence legal proceedings through the small claims court for a full refund.
I look forward to your quick response in due Course
The complaint has been investigated and resolved to the customer’s satisfaction.
Same here, i have got to pay £41 delivery for a washer, £68 remainder of the policy, and have done the same looked online, postage costs are a joke, the policy has ended due to washer being a pile of junk, after re building the end of 2012 classed as new by them there, i have been in touch with the Financial Ombudsman if i get no joy when they phone me back from D&G i shall persue this matter further. i have had to pay to call these up, pay for my washing to be done now, its a joke, i have been with these for over 5 years, but i think after this i will move onto another company, they are good at receiving our money, but they want nearly the iost of this new washer off me, no way
December 2015: We have been with Domestic&General for many years and have had 7 call outs to repair our current Hoover washing machine, Last year it was almost completely rebuiilt over two days despite the repairman recommending replacement. It has broken twice since then. D&G said they would call us back after a couple of days with decision on replacement, but haven't. Nor have they notified us that the spare part has arrived which the repairman ordered 8 days ago. My wife tried to sort it out today but kept being put on hold until after being on hold for an hour she gave up. We have been told by repairmen in the past that there are a couple of smaller companies offering better service, we plan to switch once the current problem is over.