I hope I am wrong !!

[Fly]

@JR Cheers for that.

New stairlift fitted, took Acorn's man an hour and a half to take the old one out and install the new one, Impressed 

I phoned 'the other' company this morning, I was basically fobbed off by some lady who said warranty payments are paid to someone else. She'll get them to ring me back. She wasn't parting with any other info.

An hour a so later, I got a call from another lady, from the same company.
So I explained about the warranty, and should the stairlift have been replaced by them.
She said no, the terms of the warranty aren't so fully comp as that.
Because of the age of the machine, if her memory serves her right, they would refund the monies in full for that year's warranty, But she wasn't sure, she'd have to check it up.
I asked her if a substantial goodwill payment towards the cost of the new starlift could be also paid, again she said she'd have to check this up.

I await a phone call next week.

Called at Aunty's on my way home, read the T&C of the new stairlift warranty.
1 year all in everything covered, free gratis nice 
And a further 4 yearly services.
If parts need replacing during the 4 year, you pay for them, unless you have an Acorn extended warranty.
This is where the hand closes round your nuts.
If have an extended bronze warranty £115per-year, you still pay a £55 call out charge and £35 an hour labour.
Silver £260py or Gold £599 4year, you don't get these charges.

The crunch of all this is that if the lift fails at say 7 yr old, and you haven't had continuous silver or gold cover,
you sort of get naff all, maybe your yearly payment back. If you had had continuous cover, you might be offered 50% off the price of a new stairlift.

Aunty had been paying a continuous bronze warranty to 'the' company, so probably isn't due a deal at all after 9 years.
We reckon she's paid more in extended waranty this last 9 years, than what the new lift has cost her.

Guess what, no more extended warranty. It's a new lift, modern design. If it fails, I'll mend it myself.
Sorry for the long post 
 

[Fly]

I phoned 'the other' company this morning, I was basically fobbed off by some lady who said warranty payments are paid to someone else. She'll get them to ring me back. She wasn't parting with any other info.

An hour a so later, I got a call from another lady, from the same company.
So I explained about the warranty, and should the stairlift have been replaced by them.
She said no, the terms of the warranty aren't so fully comp as that.
Because of the age of the machine, if her memory serves her right, they would refund the monies in full for that year's warranty, But she wasn't sure, she'd have to check it up.
I asked her if a substantial goodwill payment towards the cost of the new starlift could be also paid, again she said she'd have to check this up.

I await a phone call next week.

I phoned them again today, yet again, I was fobbed off and told someone would be in touch.
I was called back an hour later. I'm sure it was the same lady I spoke to the other week.
She reiterated every thing she told me the other week, but soon changed her attitude when I mentioned contacting 'Watchdog'. A full refund of the warranty payment is going to be sent back now 
And the goodwill gesture is going to be mentioned to her manager. Pity it wasn't last time I phoned them.

As for Acorn. They've posted Aunty a Full Five Year Gold Warranty, for free 
http://www.acornstairlifts.co.uk/ Nice one guys 

[Scimitar]

Result

[Fly]

Part result, let's see what the other company comes up with.

Can't fault Acorn.

[Old Cruser]

At least there is 'one' decent company out there Fly Good luck with the 'other' one

[Fly]

Got back in touch with 'the other company' last week (Friday). We hadn't heard anything since my last call to them in November 2012.
Finally got put through and spoke to the warranty manager. He knew nothing about my previous phone calls and
assured me last year's premium would be sent back to us by cheque in Mondays post.
'A major break down in communications between staff' apparently

It's now Friday, just spoke to Aunty, nothing received all week 

Get ready for some major naming and shaming 

[chesterfieldchris]

POST DELETED AT USER'S REQUEST

[Fly]

Forgot to mention. Same said warranty company send Aunty a renewal notice last week too.

Imbeciles. I don't think naming them at this time is appropriate 

[Fly]

Phoned the manager again yesterday. He made out he was gobsmacked that we hadn't received the cheque.
The girl who should have dealt with it wasn't there at the time. He's sorting it out today for us.
Also said he'd phone me before dinner, which he hasn't. I'll give it a few days and see if a cheque lands.

[chesterfieldchris]

POST DELETED AT USER'S REQUEST

[Fly]

You're too kind fly.  Don't think id have kept as calm for as long.

www companionstairlifts.co.uk
This is the company that we are trying to get the warranty refund from.

www handicare.co.uk
Is the company who supplied and fitted the original stairlift.

Between then, useless. No wonder our 80 year old Aunty got confused.
She thought Acorn fitted the original one cos that's what they paid for ??

[Fly]

Still no cheque, and still not had a call all from Darren Newberry, warranty manager at Companion Stairlifts.
So I phoned again tonight.
Asked to speak to Darren, told the guy on the phone I was still waiting for a phonecall from him from last week 
He told me Darren was on the phone and would get right back to me. Which he hasn't. 

Guess he was busy and will phone me tomorrow 

[Old Cruser]

I reckon you are being fobbed off now Fly - need more action man 

[chesterfieldchris]

POST DELETED AT USER'S REQUEST

[Fly]

You posted whilst I was typing this up OC. Looks like were getting somewhere.

Wow, talk about toute vitesse, Darren called me an hour and a half later 

Basically: H=him. M=me. A=another person

H Er, I don't seem to find a match with your name and post code.
M  That's cos it's my Aunty's post code, I'm phoning on her behalf. Mrs *******. We spoke last week about her refund.
H Oh, yes, Mr, ********, so, we, did. Haven't, you, received, the, cheque, yet.
M Nope, it's the cheque is in the post syndrome. You blamed Joanne last week.
H Yes, I emailed her the details. I can't seem to find it now. Can you remember the date we last spoke.
M 4th Feb
H Thanks, nope, still can't find it.
M Does she work in the same building.
H Yes but she's down stairs in a different department.
M Oh right
H Can I just put you on hold a minute.
M Yup.

Now here's the funny bit, he didn't put me on hold. I heard him say:

H What the hell is Joanne playing at in payment returns. I asked her to post a cheque last week. They've still not got it.
A I don't know but if that's the case, I'm not happy. Sort it.

H Hello Mr *********
M Hiya
H I'm so sorry, I'm not sure what's gone off. Just spoke to my manager and he's not happy.
M I'm not happy, my stressed 80 year old aunty isn't happy.
H Right, leave this with me, I'll get the cheque in the post recorded delivery. You'll have it before the weeks out.
M I hope so.
H Payable to Mrs ******* yes.
M Yep ta
H I'm so sorry about this. I don't understand how such a simple task has turned into such a mess.
M Me neither.
H Again I can only say sorry. I'll get this in the post tomorrow.
M Ok, we'll see. Thankyou Darren. Night.
H Goodnight Mr *******

Watch this space