Washing machine broke, 2 ill children, D&G no help

★☆☆☆☆
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6% of users recommend this
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tristanperry's review of Domestic and General Insurance

★☆☆☆☆

“Washing machine broke, 2 ill children, D&G no help”

Written on: 24/05/2022 by tristanperry (3 reviews written)

Our Beko washer dryer broke down in the middle of a wash, trapping our (wet) clothes inside. Despite D&G knowing that we have two unwell children (a 1 and 3 year old), they have been quite unhelpful so far.

Basically after the machine broke, my wife rang Domestic And General to book a repair, but the call handlers kept transferring her call straight to Beko - even though it was out of warranty with Beko (that's why we had a D&G plan, after all!)

Beko kept saying they couldn't help, and we kept going back to D&G. Eventually the call handler gave us a manual reference number (along with also speaking to Beko on our behalf). At one point, we had an incoming call which the call handler told us to accept. The incoming call turned out to be an automated survey, so we hung up and went back to the call with D&G - only to find out that the D&G call handler had immediately hung up the other end. They made no effort to ring us back.

Later that day, we had a call from a Beko engineer saying that the repair had been "partially booked in" and he could attend in the morning, which was positive at least. We assumed that D&G had gone ahead and booked in the repair anyway.

He attended, but couldn't repair the machine. He said he didn't know what was wrong with it, and would have to order some parts. He couldn't say if those parts would fix the machine, nor how long it would take to come back.

As a result, we rang D&G and explained that we have no working washing machine and two young, unwell children. The first woman I spoke to didn't really seem interested, and just transferred my call to a third part company.

The phone line kept saying "we don't recognise your plan" over and over.

I rang D&G back, and spoke to someone who was a bit more helpful. She understood that our washing machine doesn't work, that we had two young children, and ideally we'd like a replacement machine (or a fix ASAP). She did, however, say that D&G had no record of our repair - even though they arranged it the day before!

She said that she logged a complaint for us, giving us a complaint reference, and assured us that someone would call us back in "24-48 hours".

It has now been 96 hours (i.e. 4 days later), and we still have not had a reply - despite D&G knowing we have no washing machine, and two unwell children.

I have tried chasing D&G twice via their website, but not heard back from these attempts either.

We have a few plans with D&G, and right now I don't see any point in them. Their staff seem to just transfer your calls to random third party companies who refuse to help, and D&G don't reply to complaints in the time frame they promise.

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