Is there no end to the incompetence of Domestic and General?

Domestic and General have failed the same customer twice over Miele freezer – but get plaudits for rescuing the situation

In February 2010 Margaret Dibben sorted out a problem I had with Domestic and General regarding insurance on my Miele freezer. D&G ended up offering me an extra year of insurance, taking cover to 28 November 2012.

This May, the freezer broke again but now D&G is refusing to pay the bill. I fear that trying to sort the matter out myself, I will hit a brick wall again. They will not open PDFs and claim the letter I sent in the mail was never received, despite my sending it registered mail, so it needed to be signed for. AH, Bury St Edmunds, Suffolk

You’d think organisations would learn from their mistakes, but there is seemingly no end to the incompetence of some firms. I contacted D&G and it leapt into action with the vigour of a Olympic high jump medallist, clearly embarrassed by its “double-dip” failure. In fact, the £153.17 repair bill was sorted within 30 minutes of me phoning, which must be some kind of consumer champion record. So a rap on the knuckles for D&G for failing the same customer twice, but a minor plaudit for rescuing the situation so quickly. However, I remain concerned that an expensive Miele freezer would break down twice in seven years – I had a Hotpoint that lasted longer than that without getting so much as a cold.

You can email Mark King at or write to Mark King, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include a phone number. © 2012 Guardian News and Media Limited or its affiliated companies. All rights reserved. | Use of this content is subject to our Terms & Conditions | More Feeds

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