PC World Extended Warranty and Theft

CYPER

I bought a laptop 11/2004 from PC World with a 5 years extended warranty, but it got stolen some time ago. I reported it to the police and their customer services, but the latter claim that the Theft cover is valid for only 1 year after the purchase. I have kept all the original documents and none of these state in any way that the theft cover is valid for 1 years only. These are the PC Performance certificate and a printout from their Mastercare Customer Service Database.
They are saying that unless it explicitly states that the theft cover is valid for a period of 5 years, then it is not.



This is the letter I sent them:

Official Complaint


Dear Sir/Madam

On the 29th of November 2004 I purchased a Packard Bell H5 315 Laptop and a 5 years PC Performance extended warranty for the above laptop from a PC World Store. The PC Performance reference is xxxxxxxxx. At that time the retail assistant told me that the extended warranty will be valid for a period of 5 years and that all of its benefits will also be valid for the same time period. Unfortunately the laptop was stolen from me on the 25th of October and I reported it to the police and your customer services over the phone. To my surprise I was told that the theft cover was valid for only a year after the purchase and I cannot claim against it. I checked thoroughly all the documentation supplied by you at the time of purchase and I cannot find any reference or information about the above claim. The original PC Performance certificate and the printout from the Mastercare Customer Service Database do not state in any sort of way that the theft benefit is valid for a period of one year after the purchase, therefore I believe that under these terms I should still be covered for theft. In that case I kindly ask you to accept my claim and act accordingly. If for any reason you believe I am wrong please supply the appropriate documents I have signed at the time of purchase to confirm that I was aware and agreed to the one year theft cover clause. Thank you.

Do you think I have any chance if I follow through the Small Claims Court?

Thank you.

Anihilator

No, the policy clearly states the theft insurance is supplied by another party and has a different complaints procedure hence you need to refer to the terms about the theft insurance rather than the seperate PC protection.

I also would imagine even if by some miracle you did blackmail them into paying out it would be pennies due to the age.

OlliesDad

What does it say in the manual reffered to in the first paragraph?

As far as i am aware, they are correct that it is only a one year theft warranty (thats what it was when i took on the "Whatever Happens" warranty).

If you claim they told you differently, you will have to prove it.

neilmcl

I see it differently. It doesn't matter who underwrites the theft insurance, your agreement is with PC World and as such the relevant T&Cs are those supplied by PC World under this PC Performance Service Agreement and nowhere does it state that the Theft coverage only lasts for 12 months. You should go back to them and say that unless it explicitly states the Theft Cover is valid for just 12 months then it is by definition valid for the entire length of the service agreement.

The "Whatever Happens" T&Cs don't apply as they weren't in place when this service agreement was taken out.

CYPER

Anihilator wrote: »

No, the policy clearly states the theft insurance is supplied by another party and has a different complaints procedure hence you need to refer to the terms about the theft insurance rather than the seperate PC protection.

I also would imagine even if by some miracle you did blackmail them into paying out it would be pennies due to the age.

Was I supposed to have a separate agreement with the 3rd party insurer, because I don't. Is it a standard practice to expect the customer to chase the 3rd party company that supply part of the service?

OlliesDad wrote: »

What does it say in the manual reffered to in the first paragraph?

As far as i am aware, they are correct that it is only a one year theft warranty (thats what it was when i took on the "Whatever Happens" warranty).

If you claim they told you differently, you will have to prove it.

I guess that is the laptop's manual - the technical bits - nothing to do with the warranty.

This is what I find confusing - the agreement does not state neither 1 year, nor 5 years as the theft cover period. It just states 5 years for the cover as a whole. Doesn't the 1 year theft cover have to be in writing? How is their word winning over mine?

CYPER

neilmcl wrote: »

I see it differently. It doesn't matter who underwrites the theft insurance, your agreement is with PC World and as such the relevant T&Cs are those supplied by PC World under this PC Performance Service Agreement and nowhere does it state that the Theft coverage only lasts for 12 months. You should go back to them and say that unless it explicitly states the Theft Cover is valid for just 12 months then it is by definition valid for the entire length of the service agreement.

The "Whatever Happens" T&Cs don't apply as they weren't in place when this service agreement was taken out.

Thank you. These were my logical assumptions too. The problem is I'll probably waste my time arguing with them directly, but also I don't want to go to the Small Claim Court unless I'm in my right.

neilmcl

Do you have any other documentation? We can all see what's NOT covered but nowhere does it actually state what is.

Also, you say that it got stolen some time ago yet you're only taking this up with PC World now that the cover is ending - why is that?

Anihilator

OP its your word against theres and unless you find written proof that it is covered and what you have isnt that then you are wasting your time.

CYPER

neilmcl wrote: »

Do you have any other documentation? We can all see what's NOT covered but nowhere does it actually state what is.

Also, you say that it got stolen some time ago yet you're only taking this up with PC World now that the cover is ending - why is that?

A receipt - the ink has almost completely faded away, so it is extremely difficult to read anything from it.
Direct Debit Guarantee.
Leaflets for the PC Performance warranty from the time of purchase.
The Laptop manual.

That's all.

Some time ago - end of October. I reported it immediately and then sent a letter and waited for a reply.

neilmcl

What does it say in the leaflet?

CYPER

neilmcl wrote: »

What does it say in the leaflet?

Nothing about theft - just about breakdown, 28 days to fix or replace/refund, contact details. General stuff.