Is Guardsman going bust?
We suffered a stain on our sofa two days ago (14 August) and immediately telephoned Guardsman furniture protection with whom we have a protection policy. Each time I telephoned, I listened to a recorded message telling me I was in a queue and then silence for 10 or 15 minutes. Eventually, on my third attempt I did get through after 18 minutes and was told that they would send me a cleaning kit through the post. I didn't pay over £230 for a bottle of cleaning fluid and told the agent that I'd like someone to come and deal with the stain. That is what happened last year when we had a stain, and I remember the technician came straight away.
The agent reluctantly agreed to send a technician, but that I would have to submit a claim form first. I persuaded him to send the form by e-mail to save time, but he told me that I'd have to return it (along with a copy of proof of purchase of the sofa – surely they already have this on record anyway) by post. Sending it electronically is not, for some reason, acceptable. I agreed to do this, but reminded him that in Guardsman's documentation they stress the importance of dealing with stains as soon as possible. There was, of course, nothing more he could do.
Today we received a telephone call from the Guardsman technician advising us that the earliest he can come is Thursday 22 August at 12.30pm. That's eight days after the event. So much for dealing with stains as soon as possible.
This experience leads me to believe that Guardsman may be in financial difficulties: shortage of customer service staff; shortage of technicians? Their 'service' really seems to have deteriorated since last year. Also, I remember several years ago when we took out Guardsman protection, the item was sprayed with a 'special fluid'. They don't seem to do that any longer.
I hope that my experience will serve as a cautionary tale for others considering paying for Guardsman protection. Take my advice: don't do it. Either make use of your home insurance, obtain the services of a professional stain removal company, or buy suitable stain removal products and do it yourself.
We suffered a stain on our sofa two days ago (14 August) and immediately telephoned Guardsman furniture protection with whom we have a protection policy. Each time I telephoned, I listened to a recorded message telling me I was in a queue and then silence for 10 or 15 minutes. Eventually, on my third attempt I did get through after 18 minutes and was told that they would send me a cleaning kit through the post. I didn't pay over £230 for a bottle of cleaning fluid and told the agent that I'd like someone to come and deal with the stain. That is what happened last year when we had a stain, and I remember the technician came straight away.
The agent reluctantly agreed to send a technician, but that I would have to submit a claim form first. I persuaded him to send the form by e-mail to save time, but he told me that I'd have to return it (along with a copy of proof of purchase of the sofa – surely they already have this on record anyway) by post. Sending it electronically is not, for some reason, acceptable. I agreed to do this, but reminded him that in Guardsman's documentation they stress the importance of dealing with stains as soon as possible. There was, of course, nothing more he could do.
Today we received a telephone call from the Guardsman technician advising us that the earliest he can come is Thursday 22 August at 12.30pm. That's eight days after the event. So much for dealing with stains as soon as possible.
This experience leads me to believe that Guardsman may be in financial difficulties: shortage of customer service staff; shortage of technicians? Their 'service' really seems to have deteriorated since last year. Also, I remember several years ago when we took out Guardsman protection, the item was sprayed with a 'special fluid'. They don't seem to do that any longer.
I hope that my experience will serve as a cautionary tale for others considering paying for Guardsman protection. Take my advice: don't do it. Either make use of your home insurance, obtain the services of a professional stain removal company, or buy suitable stain removal products and do it yourself.
