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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.
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[MENTION=6]Amethyst[/MENTION] any chance you could advise on this? I'm so stressed!
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.
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[MENTION=6]Amethyst[/MENTION] any chance you could advise on this? I'm so stressed!
xx
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