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Really need help RE Brighthouse long post sorry

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  • Really need help RE Brighthouse long post sorry

    Hi,
    I'll apologise in advance for the length of this post but I really need advice. I'll include everything I can.
    So my partner got an s7 edge from brighthouse, had 5 star cover on it 🖓, about a week before final payment the screen broke and it went off for repair with brighthouse as per their agreement states any repairs needed while it's still being played for have to be completed by them. Final payment was made, it came back checked it turned on etc.. then after about a week noticed rear camera wasn't working. Still had warranty under samsung, took to them and they were going to repair camera under warranty. Then looked at phone noticed screen is not stuck down and told warranty void they will not repair and screen has had a terrible repair job. Told me that brighthouse are a authorised repair company IF they send it to samsung service centre which they never they sent it to a third party one.
    Called back my local brighthouse store and she laughed at me told me they were full of s**t and it still had samsung warranty, they aren't going to do anything as it's paid off.
    Called back samsung, who I might add are lovely, and she said definitely not. She had even referred it to a manager to look into and nope warranty is void.
    Lodged a complaint against brighthouse, took 3 days to call back. Claims handler said they won't repair as it's paid off. Argued the fact that the repair itself is covered by a 2 month warranty regardless of if I've paid off or not (I know someone who works in brighthouse who told me this). And not just that but they have void my warranty without telling me and as such I cannot have the camera repaired. She ignored that and went off to call service centre who said send it back again and we will have a look repair the screen and decide if the camera is our fault. Completely ignoring everything else. I said no. I have no warranty and I would be able to get the camera repaired by samsung if i still had warranty and your not saying you will repair the camera just the screen.
    Called ombudsmen who said if it got passed to them they would say brighthouse need to give the warranty I would have had with Samsung from themselves and repair the screen and the camera.
    Called brighthouse complaints back and she said we will repair the same fault as before nothing more as you've paid it off. Won't repair camera. Advised them what ombudsmen have told me, and that if this isn't resolved I fully intend to take them to court. It's gone back to the claims handler to make a decision again.

    Now, what can I do here? I don't even want to accept another repair from them, I ideally want a replacement phone or to surrender the phone and have a refund of all money paid. Is this possible as I've paid it off? I'm stuck and don't know how to proceed. I will gladly file a court claim against them, however unsure of fees to do this? And will it work as I've paid it off?
    Any help very much appreciated and I apologise again for the long post.

    - - - Updated - - -
    [MENTION=6]Amethyst[/MENTION] any chance you could advise on this? I'm so stressed!
    Tags: None

  • #2
    Re: Really need help RE Brighthouse long post sorry

    Should also add samsung are currently getting a manager to write up an email of evidence for me stating about the bad repair job and how brighthouse have voided my warranty.

    Comment


    • #3
      Re: Really need help RE Brighthouse long post sorry

      Anyone? Please help, I don't even know where I stand with all this and no doubt brighthouse are going to call me back tomorrow with a response.

      Comment


      • #4
        Re: Really need help RE Brighthouse long post sorry

        Morning xxxx I'll have to dig out the terms on Brighthouse's ''5 star'' cover. Bet you wish it had broken after you'd finished payments so you could have gone direct to Samsung....

        Was the 5 star cover optional ? ( I mean actually optional, not pretend optional ) and were you advised the phone was covered by warranty ?

        Have you got your 5 star cover terms (is it BrightCare? ) and the original HP agreement ?

        It sounds like their 'fixing' the screen has caused the rear camera damage so they should be liable for fixing that too if you don't have an argument on their using nonapproved repairer invalidating the warranty.


        Should also add samsung are currently getting a manager to write up an email of evidence for me stating about the bad repair job and how brighthouse have voided my warranty.
        ha excellent well done for that !! It will really help.
        #staysafestayhome

        Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

        Received a Court Claim? Read >>>>> First Steps

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        • #5
          Re: Really need help RE Brighthouse long post sorry

          Hi Roxyd,

          Sorry I didn't get back to you last night about your PM I was asleep! Without seeing the terms and conditions as well as this '5 Star cover' its difficult to really give you any substantial help.

          It sounds like Brighthouse might be liable for failing to repair the phone with reasonable skill and care and which Ame has said, they ought to be liable for that. The knock on effect of course is that you can't a further repair done because of Samsung claiming the repair is void, which I would suggest Brighthouse are also liable for.

          Any positive reference from Samsung regarding the warranty but also the problems which were found on diagnosis would be extremely helpful to you i.e. the problems with the screen.

          But if you can provide the HP agreement and 5 Star Cover that would be great.
          If you have a question about the voluntary termination process, please read this guide first, as it should have all the answers you need. Please do not hijack another person's thread as I will not respond to you
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          • #6
            Re: Really need help RE Brighthouse long post sorry

            No the 5 start service that they had then wasn't optional, and was about before they invented brightcare : We now offer a the 5 Star service which includes the delivery and installation of all products. The 5 Star service also includes our Service Plus, this allows for unlimited repairs, loan products when required and a like for like replacement when an item cannot be repaired. The 5 star service is included with all products and cannot be removed.
            It's impossible to find any information on their stupid 5 star service so I actually cannot find any terms and conditions on It!
            I went in yesterday and made them print me off a copy of the HP agreement. This is where it's going to get confusing. When my partner initially got it he has 2 phone's on the same contract, so hence they're both on the first one and for some unknown reason they are showing as used. Even brighthouse don't know why as they were new, And if you go into another bit of the system it says they were new. Also mid way through paying one of the phone's was returned and thus the first contract was cancelled and had to sign another one with the remainder of one phone on a used basis. However I got her to print both the original and the 2nd contract and write in the back of it explaining this as I'm trying to get as much together as possible.
            I'll go grab them and be back in a few. Bear with me while I figure out how to upload pictures of It!
            Thanks [MENTION=6]Amethyst[/MENTION] and [MENTION=71570]R0b[/MENTION]

            Comment


            • #7
              Re: Really need help RE Brighthouse long post sorry

              If you struggle uploading ( have to click advanced reply then the paperclip icon) feel free to email me admin@legalbeagles.info
              #staysafestayhome

              Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

              Received a Court Claim? Read >>>>> First Steps

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              • #8
                Re: Really need help RE Brighthouse long post sorry

                Wish I had refreshed and seen that comment sooner [MENTION=6]Amethyst[/MENTION] lol I've been faffing trying to figure out photobucket which ultimately wouldn't work anyway �� hope this has worked.
                Attached Files

                Comment


                • #9
                  Re: Really need help RE Brighthouse long post sorry

                  Repair Replace para
                  Attached Files
                  #staysafestayhome

                  Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

                  Received a Court Claim? Read >>>>> First Steps

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                  • #10
                    Re: Really need help RE Brighthouse long post sorry

                    When you returned the second item did they do those handwritten amendments on the pre-contract information sheet ? Did your weekly payment stay at £35 ?
                    #staysafestayhome

                    Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

                    Received a Court Claim? Read >>>>> First Steps

                    Comment


                    • #11
                      Re: Really need help RE Brighthouse long post sorry

                      How long ago did you take out the phones [MENTION=104173]Roxyd[/MENTION]? I can find mention of Five Star Service on wayback machine from 2015 ~ https://web.archive.org/web/20150729...-star-service/
                      I'll see what else I can dig up xx
                      Debt is like any other trap, easy enough to get into, but hard enough to get out of.

                      It doesn't matter where your journey begins, so long as you begin it...

                      recte agens confido

                      ~~~~~

                      Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

                      I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
                      But please include a link to your thread so I know who you are.

                      Specialist advice can be sought via our sister site JustBeagle

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                      • #12
                        Re: Really need help RE Brighthouse long post sorry

                        Hi [MENTION=49370]Kati[/MENTION] they were purchased 22nd april 2016.

                        And [MENTION=6]Amethyst[/MENTION] no I had to go back yesterday and get her to reprint them as I had lost originals, and that's when she wrote on them. After it went down to £17.50 A week. Will read repair para now.

                        Comment


                        • #13
                          Re: Really need help RE Brighthouse long post sorry

                          hmmmm. I might get a CCA request sent off to get the actual agreement, and also ask for a full statement of the account. A SAR might be an idea as well. Just background information gathering while you deal with the issues around the repair and the warranty - in case you need to get into arguing about terms etc.

                          CCA Request Letter
                          Subject Access Request Letter
                          #staysafestayhome

                          Any support I provide is offered without liability, if you are unsure please seek professional legal guidance.

                          Received a Court Claim? Read >>>>> First Steps

                          Comment


                          • #14
                            Re: Really need help RE Brighthouse long post sorry

                            [MENTION=6]Amethyst[/MENTION] what do you think I should say when the claims handler calls me back today? I'm assuming that she might say they will repair it. However if rather attempt a replacement with a valid samsung warranty or for a full refund and I surrender the phone back to them. Are either of those things reasonable?
                            Also I found the below in the agreement, couldn't I argue on part 12)a) I and ii? Does a warranty count as product insurance cover? And they were negligent in the repair and in further communications since then?
                            Attached Files

                            Comment


                            • #15
                              Re: Really need help RE Brighthouse long post sorry

                              I'd be looking into reclaiming all the charges they made for this '5 star service' too ... you didn't actually NEED their repair/replacement services (the phones would have been covered by Samsung anyway) and seeing as they've voided the Samsung warranty by their botched-up repair they've made it so your phone is now not as good a 'deal' as it could have been.
                              Debt is like any other trap, easy enough to get into, but hard enough to get out of.

                              It doesn't matter where your journey begins, so long as you begin it...

                              recte agens confido

                              ~~~~~

                              Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

                              I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
                              But please include a link to your thread so I know who you are.

                              Specialist advice can be sought via our sister site JustBeagle

                              Comment

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