Domestic & General has left my elderly disabled aunt without a working fridge/freezer for more than two months.
When her old model broke in January she called the company that provides it with extended warranty cover. A technician decided that it was irreparable, and said the company would send a new one as per the terms of her policy.
When it arrived it had a big dent at the front so the delivery people took it back and were to arrange to deliver another one.
We are now in March and she still has not received a replacement. Domestic & General said it was going to give her £100 for the inconvenience and arrange for someone to measure her doorway to see if the new machine will fit. However, this has not happened.
We have made a formal complaint but are not getting anywhere.
JP, London
These policies are a hangover from times when white goods cost the equivalent of several months’ salary and could not easily be replaced. These days, the only reason to pay companies like Domestic & General is to get speedy, hassle-free repairs or a replacement when things go wrong – something the company has clearly failed to deliver in this case. This is not the first letter we have had about this firm.
I asked the company to investigate, and it has moved quickly to put matters right. It says: “We design our policies to provide peace of mind so we are disappointed she experienced a delay. We have investigated the issue and have since paid for a new and upgraded fridge/freezer model. We have also provided compensation for the inconvenience.”
On its website this week, Domestic & General quoted more than £70 a year to cover a two-year-old fridge worth £300. I suspect most readers will be better off putting aside this money and buying replacements as required.
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