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Currys PC World not paying out promotional offer
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# 1
techno79
Old 05-01-2013, 12:39 AM
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Default Currys PC World not paying out promotional offer

Back in November 2012, Currys/PC World ran a cash back promotion when purchasing a tablet and case. Details of the offer are here (http://www.currys.co.uk/gbuk/cashbac...ommercial.html).

I purchased one of their qualifying tablets along with a camera case on the 7th Nov.

On the 12th Dec, I promptly filled in the application to claim my cashback. I supplied all the information they requested.

On the 19th Dec, I received an automated email stating that the cashback claim was rejected because "case does not appear to be a qualifying product".

Details from their own terms and conditions:
  1. Point 1 says: The Currys PC World cashback promotion is valid on the purchase of a brand new (i.e. not second hand or refurbished) qualifying Tablet or ereader and qualifying case during the promotional period.
  2. Point 2 says: Qualifying Tablets and qualifying cases include all products purchased through Currys / PC World.
  3. Under the FAQ for question 1 which asks "What products qualify for the Tablet cashback promotion?", it states the answer:
    Purchases of a qualifying new (i.e. not second hand or refurbished) Tablet or ereader and any case (click here to see full range of qualifying Tablet and ereader models and cashback amounts).

On the 20th Dec, I replied back to the email address (help@curryspcworldcashback.com) given in the rejection email and on their promotional page above. I highlighted the points above stating that my camera case purchase met the conditions of the promotional offer and I have met all other conditions and requirements of the offer.

On the 2nd Jan, after not receiving even acknowledgement of my email, I sent them another email asking for a reply. I also tried ringing their cashback promotional help line number (0843 658 0737) but I was stuck in a phone queue not moving forward.

On 4th Jan (yesterday) I tried ringing them again but still stuck in the queue not going forward. I was in the queue for over 20 mins.

On 5th Jan (today) I sent them another email. I also rang their number again and used the automated prompts to leave them a voice message so they could call me back. However, I have not heard from them.

I only purchased the tablet because of the offer so I feel I have been unfairly rejected from the promotion and I cannot even speak to someone about it to clarify.

Can anyone please help? Surely there must be some consumer protection for this if they refuse my claim?

Any help or suggestions?

TIA
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# 2
OlliesDad
Old 05-01-2013, 12:49 AM
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Quote:
Originally Posted by techno79 View Post
Back in November 2012, Currys/PC World ran a cash back promotion when purchasing a tablet and case. Details of the offer are here (http://www.currys.co.uk/gbuk/cashbac...ommercial.html).

I purchased one of their qualifying tablets along with a camera case on the 7th Nov.

On the 12th Dec, I promptly filled in the application to claim my cashback. I supplied all the information they requested.

On the 19th Dec, I received an automated email stating that the cashback claim was rejected because "case does not appear to be a qualifying product".

Details from their own terms and conditions:
  1. Point 1 says: The Currys PC World cashback promotion is valid on the purchase of a brand new (i.e. not second hand or refurbished) qualifying Tablet or ereader and qualifying case during the promotional period.
  2. Point 2 says: Qualifying Tablets and qualifying cases include all products purchased through Currys / PC World.
  3. Under the FAQ for question 1 which asks "What products qualify for the Tablet cashback promotion?", it states the answer:
    Purchases of a qualifying new (i.e. not second hand or refurbished) Tablet or ereader and any case (click here to see full range of qualifying Tablet and ereader models and cashback amounts).

On the 20th Dec, I replied back to the email address (help@curryspcworldcashback.com) given in the rejection email and on their promotional page above. I highlighted the points above stating that my camera case purchase met the conditions of the promotional offer and I have met all other conditions and requirements of the offer.

On the 2nd Jan, after not receiving even acknowledgement of my email, I sent them another email asking for a reply. I also tried ringing their cashback promotional help line number (0843 658 0737) but I was stuck in a phone queue not moving forward.

On 4th Jan (yesterday) I tried ringing them again but still stuck in the queue not going forward. I was in the queue for over 20 mins.

On 5th Jan (today) I sent them another email. I also rang their number again and used the automated prompts to leave them a voice message so they could call me back. However, I have not heard from them.

I only purchased the tablet because of the offer so I feel I have been unfairly rejected from the promotion and I cannot even speak to someone about it to clarify.

Can anyone please help? Surely there must be some consumer protection for this if they refuse my claim?

Any help or suggestions?

TIA
To be clear, you bought a camera case rather than a tablet case and thats why they are refusing?
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# 3
techno79
Old 05-01-2013, 12:52 AM
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Quote:
Originally Posted by OlliesDad View Post
To be clear, you bought a camera case rather than a tablet case and thats why they are refusing?
Yes I bought a camera case. No where does it state that it needed to be a tablet case so I can't say this is why they rejected it.

Other people who purchased a camera case under the same offer were successful in the claims. Also, Curry's online application for the cashback listed all their camera cases and other non-tablet cases they sell.

I am totally unsure why my claim was rejected. It's entirely possible it has been rejected mistakenly but I can't reach anyone to resolve the matter.
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# 4
londonTiger
Old 05-01-2013, 5:26 AM
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to be fair you did take a change buying a camera case. can you still buy a tablet case now and claim?

the only other option would be to appeal by writing back with a firm latter stating that the camera case was a qualifying product at time of promotion and the website alluded to that as well. tell them that yuo will be taking it up with an industry ombudsman (whichever it is) if they do not process the cashback.
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# 5
samsmoot
Old 05-01-2013, 6:08 AM
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This is easy: make a claim for your money in the county court. Help will be available for the asking - I'm always doing it.
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# 6
dalesrider
Old 05-01-2013, 6:52 AM
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It says ereader & case...


I think you are reading what you want and not the fact it is a ereader & a ereader case.

Have you got proof that the camera case was one of qualifying products?
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# 7
visidigi
Old 05-01-2013, 9:13 AM
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Quote:
Originally Posted by dalesrider View Post
It says ereader & case...


I think you are reading what you want and not the fact it is a ereader & a ereader case.

Have you got proof that the camera case was one of qualifying products?
No he's not.

The wording of the entire terms doesn't restrict it to tablet cases, it just says any qualifying case.

If the claim form lists the case that the op purchased then there really can't be much debate on the issue.

Why have an item in the purchase list if you deny the claim later?

Poor from Currys/PC World (although note alot of these cashback departments are outsourced, not usually part of the business directly.
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# 8
Fosterdog
Old 05-01-2013, 10:11 AM
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What make and model was the case you bought?

Here is the list of qualifying products https://curryspcworldcashback.com/uk...ack/qualifying

I haven't looked at them all but have expanded quite a few brands and I can see lots of tablet/ereader/ipad cases, I can see laptop and netbook cases and sleeves but I can't see any camera cases.

It does seem strange that they would sell a tablet and give you cashback on a camera case. A laptop case I can understand if you wanted to transport your new tablet and a laptop together but a tablet wouldn't fit in a standard camera case (unless slr or maybe camcorder case)
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# 9
techno79
Old 05-01-2013, 11:33 AM
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Quote:
Originally Posted by Fosterdog View Post
What make and model was the case you bought?

Here is the list of qualifying products https://curryspcworldcashback.com/uk...ack/qualifying

I haven't looked at them all but have expanded quite a few brands and I can see lots of tablet/ereader/ipad cases, I can see laptop and netbook cases and sleeves but I can't see any camera cases.

It does seem strange that they would sell a tablet and give you cashback on a camera case. A laptop case I can understand if you wanted to transport your new tablet and a laptop together but a tablet wouldn't fit in a standard camera case (unless slr or maybe camcorder case)
At the time of purchase, the only information available was the T&C link I gave in the opening post. The link you gave for qualifying tablets only became available once the online application became active (some 30 days after my purchase). It's worth noting that the T&Cs linked on that page are DIFFERENT to the one that was given at time of purchase:
  1. T&C available at time of purchase
  2. T&C from application when it became active

The 2nd T&C link (one from application) is the only one that contains the link to the full list of qualifying cases and thus this was not present at the time of purchase.

The 1st T&C makes no mention that a specific type of case is needed. It clearly states that:
  1. A qualifying case "include all products purchased through Currys / PC World".
  2. And the FAQ says that "any case" qualifies

The case I purchased is a Logik LWRAP10 camera case which was not on their list so in my application I picked the nearest one. Prior to the opening post, I only saw that list when making the application. The list of cases under Logik seemed to include many cases that sounded like camera cases (and had similar model numbers like the one I purchased) so I assumed they were other camera cases. Having looked through the list again, it does appear their list only contains tablet/e-reader cases.

The criteria for the offer stated shouldn't be based on "what make sense", it should be on what is explicitly stated in the T&Cs. The T&C explicitly says in many locations that ANY CASE is included and thus I have met all the criteria for the offer.

Essentially, what the company has done:
  1. Published one set T&Cs for a promotion available at the time of purchase.
  2. Purchase window has closed
  3. Cashback window opens and different set of T&Cs are given
  4. Second T&Cs state extra requirements for the cashback

This is blatantly wrong in my eyes. Wouldn't this also be wrong in the eyes of the law or trading standards??

It's only 20 but I'm prepared to fight this on moral grounds.

I think the sequence of steps I should try are:
  1. Pursue the cashback department for a few more days
  2. Make complaint to Currys / PC World complaint department
  3. Make complaint to obudsman
  4. Small county court claim

Any more info or help would be greatly appreciated.
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# 10
techno79
Old 05-01-2013, 11:34 AM
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Quote:
Originally Posted by samsmoot View Post
This is easy: make a claim for your money in the county court. Help will be available for the asking - I'm always doing it.
I'm hoping it won't get to that but yes, any help will be greatly appreciated should it come to that.
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# 11
unholyangel
Old 05-01-2013, 12:28 PM
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Quote:
Originally Posted by techno79 View Post

Wouldn't this also be wrong in the eyes of the law or trading standards??
I imagine it will probably come down to what they feel a reasonable person would interpret from the first set of terms or whether currys could demonstrate that the list was available to customers when buying.

If not then you're looking at misleading and possibly also looking into whether the rule of ambiguity (ie if a term is ambiguous/can have more than one meaning, then usually they take the interpretation which is most beneficial to the consumer) might apply.
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# 12
griff164
Old 07-01-2013, 2:35 PM
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Default More problems with PC world / currys cashback

I too have taken advantage of this deal and purchased a tablet and qualifying case. However it seems that Pc world has made it impossible to claim this money back as the web page does not allow you to upload a photograph of your receipt which is one of the conditions stated. I have tried to do this on many occasions and it just fails to upload ( I am used to uploading photographs and have never experienced problems before). The website claims that as an alternative you can email the receipt but if you click on this option they do not give an email address or facilty to do this.

It seems to me that this is an almighty con and whilst in my case is only worth 20 just think what all of the claims that cannot be submitted add up to for them. I have emailed their helpline at least four times since 26th december and have to date received no reply.
I would be interested to know if any other members are experiencing this problem.
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# 13
neilmcl
Old 07-01-2013, 3:28 PM
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Have you tried using a different browser?
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# 14
boozy chick
Old 07-01-2013, 10:08 PM
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I have also bought a samsung galaxy tab, and got the qualifying case to go with it. I filled in the first form with currys, then was directed to fill in a very simular form with samsung themselves. My original claim with currys was rejected as it stated that the receipt had to be all in one image. My trouble was that the receipt was far too long to go in the scanner in one piece so cut it in half. A phone call to the help line sorted this
. My next email received this morning from samsung stated that I had not uploaded a photo of the tablet it self containing a view of the serial and model numbers. I at no point remember being asked for this information in the original form filling session ( I also helped my sister fill out her claim forms so had twice the chance to notice this request). The trouble is, is that the numbers they are asking for on the back were on the protective film, that has been pulled off and binned. Can anyone give suggestions what to do next. Thanks
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# 15
griff164
Old 10-01-2013, 8:19 AM
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Hi Neil, yes I have tried that but all to no avail !
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# 16
Christopsam
Old 12-01-2013, 1:34 PM
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Default Inow have a validated claim from currys!

I too couldn't upload a jpeg of the receipt so I completed the form and sent the receipt seperately by email to help@curryspcworldcashback.com. After I submitted the form I received an acknowledgment with a Claim ID number and that I would hear back within 7 days. I didn't receive anything so called the telephone number on the email 0843 658 0737, I got through straight away, quoted the ID number, she went through the form and found my email and validated the claim and I got an auto generated email saying my claim has been validated and I will receive a cheque within 42 days (and 5 days for posting). So I will waita and let you all know what happens!
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# 17
techno79
Old 13-01-2013, 2:14 PM
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Quote:
Originally Posted by Christopsam View Post
I too couldn't upload a jpeg of the receipt so I completed the form and sent the receipt seperately by email to help@curryspcworldcashback.com. After I submitted the form I received an acknowledgment with a Claim ID number and that I would hear back within 7 days. I didn't receive anything so called the telephone number on the email 0843 658 0737, I got through straight away, quoted the ID number, she went through the form and found my email and validated the claim and I got an auto generated email saying my claim has been validated and I will receive a cheque within 42 days (and 5 days for posting). So I will waita and let you all know what happens!
What kind of case did you buy if you don't mind me asking?
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# 18
pinkshoes
Old 13-01-2013, 2:32 PM
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There's a list of qualifying cases on the offer, and all of them seem to be tablet cases:

https://curryspcworldcashback.com/uk...ack/qualifying

Are you sure your camera case was on this list?

If not, then you didn't qualify for the cashback, so don't waste your money claiming!
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# 19
techno79
Old 13-01-2013, 2:36 PM
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Quote:
Originally Posted by pinkshoes View Post
There's a list of qualifying cases on the offer, and all of them seem to be tablet cases:

https://curryspcworldcashback.com/uk...ack/qualifying

Are you sure your camera case was on this list?

If not, then you didn't qualify for the cashback, so don't waste your money claiming!
That list of qualifying cases only became available after the purchase window closed. Not only was the list unavailable but a different (and more stringent) set of terms and conditions were published during the claim window. I met all the conditions of the original T&C which was all that was available at the time of purchase.
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# 20
Christopsam
Old 13-01-2013, 4:04 PM
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Quote:
Originally Posted by techno79 View Post
What kind of case did you buy if you don't mind me asking?
I bought a Logik one. I paid online so I was able to get the code off the product information on line and the code was in the list of qualifying cases. It was a tablet case.

Last edited by Christopsam; 13-01-2013 at 4:10 PM. Reason: more info
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