Our Freeview box broke down and Switchover Help Scheme won't help
In November 2009, under the government's scheme to help older people switch to digital television, we were supplied with a Goodmans digital Freeview box, for which we paid £40.
It was installed in our home as part of the service, but in June this year it stopped working. We approached Switchover Help Scheme to ask for it to be repaired or replaced – it was only 18 months old – but staff have refused to help. We have repeatedly been told to contact Goodmans, but they didn't supply us the box and are under no obligation to help. Is that right? BK, Hoylake, Wirral
You are right, the contract is between you and the BBC-funded Digital Switchover scheme and it is down to them to sort out this problem. We contacted them on your behalf and they sent us a lengthy email explaining why they wouldn't be able to replace your set-top box. However, when we pointed out that it would be cheaper and easier just to send you another they, to their credit, agreed. You will now be sent a replacement box.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.
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Source: http://www.guardian.co.uk/money/2011/jul/22/digital-switchover-freeview-box-broke
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