Hey = I think I spoke to the same CSO/Mgr - I didn't get cut off, but inflexible and surly are sadly appropriate descriptions. The answer to my question " Would your answer be the same if I were to tell you that I will take all of my business away from British Gas (Gas, Elec & Homecare)" was answered with a "yes".
For the purposes of a rant, I am going to detail the situation. I have been a Homecare and British Gas customer for over 15 years, and have been happy witht he service - perhaps because I have never asked for anything out of the norm. With my Homecare agreement I also have the appliance cover (5 kitchen appliances - engineer call-out, new for old parts & labour). In March 2008 my washing machine was a right-off, and they gave me a lump sum towards a new machine, so I was able to buy a better model than I perhaps may otehrwise have been able to afford. I was very pleased.
In February 2010, the motor on the new machine went, so I called BGH to get an engineer out. I was told my machine was not covered. I said 'of course it is, I bought it through you' but the reply was that I should have formally re-added it to my 5 appliances after the free 1 years manufacturers guarantee ran out. 'we sent you a letter' . As I had been so chuffed to get this machine, paying for these appliances for 15 years etc etc, I either didnt get or discarded the letter - I am ready to admit I just cant remember. I asked if they could make an exception - got it through them, always had it as one of the 5 appliances, good will etc. FLAT NO was the answer, and they told me that legally they have to have my permission to put it on. They were quite happy to put my plumbling and drainage on without my asking a couple of years ago - which I paid for for months before I noticed (and didnt even ask for a refund for), but NO. I asked to speak to a manager, and re-stated my case. NO, and NO again even when I stated my disgust, and threatened to take all the business elsewhere. I am amazingly uncaring as to whether they do have to legally get my permission to add the appliance on - I got nothing from them - I would have been molified by a "sorry that we cant help you"
OK - Doing that tonight, in fact - Gas and Electricity going to alternate suppliers, and as soon as I can find a comparable alternative to the Homecare agreement, that will go as well. BG has lost £1740 of my business due to red tape!!
So please do let me know if you find a decent alternative - and cheers if you had the patience to listen to my story.