| Complainant: |
Mr M Bryant |
| Town/City
of Residence: |
Cheshire |
Mastercare Coverplan - I have been arguing with this company
for months after they suspended my cover agreement!
The story is that in December, Mastercare requested two direct
debit payments from my bank. I asked for one of the two payments
to be refunded through the branch. Soon after this, Mastercare
wrote to me to say that I had defaulted on a payment and the agreement
was suspended. During this time they continued to collect direct
debits!
I contacted them twice and got nowhere. Finally, in February,
I posted them bank statements proving I had not defaulted on any
payments. I calculated the full amount still owing and sent a
cheque, with a letter of complaint, hoping this would sort it!
Instead, received another chase letter (12th February). When I
phoned Mastercare they maintained they had not received any letter
or cheque. The member of staff (Ashley) was especially rude and
unhelpful, implying that it was far too trivial for him to look
into. He admitted that d-d errors sometimes happen but refused
to believe me or reinstate my cover.
Some time later (17th March) the cheque I sent was mysteriously
cashed. I have still had no answer to my letter or any confirmation
that my cover has been reinstated. Nought out of ten!
Links to other Mastercare complaints:
Link1 Link2
Link3 Link4
Link5
update on 10 April
2003
An email from Dixons states that a response has
been sent direct to Mr Bryant. We wait for Mr Bryant's confirmation.
update on 14 April 2003:
Dixons/Mastercare
response to Right of Reply letter
(and subsequent exchanges)
Finally, resolved Later on 14 April
2003:
Dear Mr Bryant, Thank you for your email.
Although our system shows an outstanding balance of £8.90
I appreciate that it is not your fault that we have not received
the letter from our Direct Debit department. I have contacted
my supervisor regarding this and as a gesture of goodwill for the
inconvenience caused we will arrange for this payment to be reinstated
on our system. Your Agreement will then show as being fully
paid and we will not require you to send another copy of the bank
statement to us.
I apologise for any inconvenience caused and trust this will bring
the matter to a satisfactory conclusion for you.
Kind Regards, Clare D. Dixons Coverplan
=================================
As an employee of the PCServiceCall/Mastercare
I hasten to add to these comments, that we deal
with thousands of calls, hundreds of engineer bookings for the whole
range of dixon group items. Where are the hundreds/thousands of
complaints.
You can't please all the people all the time and only please some
of the people some of the time. The some of our people is thousands.
I work very hard to make every body happy and to give them the service
they expect.
Giovanni .. 3 August 2003
---------------------------------------
I have a 3 year coverplan on my toshiba laptop
it has broken down 4 times and each time they come
out it takes 7 days to pick up the machine this time it has been
10 days - mind you toshiba laptops are crap but nevermind I paid
the additional 2 years warranty and the mastercare service has been
dreadful to say the least, the last time they could not find the
road , which was only 2 miles from their pick up place in Kings
Lynn. Points for service 0 out of ten Also I would not shop at Dixons
again thier staff at their Hardwick estate branch are rude and well
need I say anymore.
Andrew John Davies ... 3 September 2003
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