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Bit of an old chestnut here but a recent chat with Mike Fitzgerald has left me with a quandry. Accourding to Mike, the D&G policy on them ber’g a product is that the customer is offered the following in this order –
a. I like for like exchange – same manufacturer spec as near to original.
b. Cheque for agreed replacement value
c. Comet voucher.It seems on this patch that the customer is not being offered the cheque at all. This is causing quiet abit of aggro here, as our local Comet is diabolically bad. This then leaves them with having a replacement appliance from a manufacturer that they have no respect for, or dealing with a load of village idiots at the local shed.
What are you finding on in your areas
Re: D&G BER policy
Fraid I don’t know……once we have done the BER we move on and do not revisit that customer. Maybe we do occasionally for another appliance but we don’t collate the history.
KevinRe: D&G BER policy
If on a Lux group policy, which is all embracing and covers all eventualities, the BER figure is £175 instead of £125. Added to that the rates and parts discount tend to keep most repairs under the write off.
On one of the above type policy, the customer gets a like for like & the supply is supposed to be direct from Lux, and a good rate. Here is where it goes t*ts up. If Lux cannot supply within 4 days, they go to Comet. If anyone has ever attended an open day at Bedworth, you will have seen the P.C.s are all logged into the Comet website on the browser.
If the repair is on a policy sold by a retailer, or by late solicitation, then the terms are different. The BER limit is £125, the rates are slightly better and discount is less on parts, therefore the BER likelihood is greater. They offer like for like, and if usually whoever sold the policy gets 1st shout. Then it goes to money or Comet voucher.
As a Lux agent, I am well p155ed off by this as Comet does their own repairs I/G. Say no more. Lux know about this, D&G know my sentiments, and yet we have to put up with it. Michael Fitzgerald actually sat with me one day, and tried to explain their motives. His rationale was that not in all cases can they guarantee the normal supply, whether that is by the policy seller or retailer. They also need to be aware of market prices at all times, that is where the Comet web page comes into play, and they wont use Currys because of Coverplan. They are still taking work from me though, so the secret is to write as little off as possible. If a big job, and silly money, it might be an idea to book-out most of the bits with the labour; then book a “recall” 3 weeks later for the rest.
Alex
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