Currys extended product support

Mrsunseeker

Please can anyone help.
I brought a digital camera and paid extra 3 year product support. The camera developed 2 faults. I returned the camera for repair and when it came back only one of the faults had been completed even though both where listed on the repair docket. I returned it back to Currys the next day after I received it back from being in for repair.
I have 2 seperate service dockets for the repairs. The camera is still in the repair shop.
I wondered if because they did not fix both faults the first time does the replacement part of the extended repair service will count from when it first went in and not the second time it went in.
It has been in Currys for 40 days so far in total. There service docket says they will replace after 42 days.

Esqui

As long as you took it back within 7 days of receiving the first repair back, the 42 days period starts from the first repair (and doesn't count any time when you had it back)

Must be quite an old camera if it had a 42-day coverplan on it! Actually, check your product support details - 3 years ago, we were doing Whateverhappens, which was a 21-day exchange period at the time.

Mrsunseeker

On the leaflet it says what ever happens but on the service dockit we were given when we took it in it says 42 days.
If I remeber when we first took it in he said 21 days.

Esqui

It'll almost certainly be 21 days then. Give them a call on 0844 561 4000, or the free equivalent if you can find it (can never remember it). They'll be able to either tell you it's 42 days or let you request a new one.

Mrsunseeker

Thanks for that. Will do tomorrow.

Mrsunseeker

I rang up Currys and the camera has been written off. They gave me a number to quote and told me to go into any branch of Currys or PC world and pick a new one. The price of the voucher I was given was more then I had paid originally.
No problems at all.
Would recommend Currys for there service I received in this respect.

Esqui

Glad to hear all has gone well!

Esqui

It's not insurance, no, it's a "service agreement". Mainly because it's easier to administrate without restrictions on insurance..and many other reasons, but I don't want to start sounding like I'm selling to you! It's backed by a trust fund which would pay out if Dixons were unable to service them.

dacouch

Limit wrote: »

I always thought Whateverhappens was like a trust fund run by mastercare and not an actual insurance policy? Is that right Esqui?

Insurance policies are very highly regulated, has to be sold to customers in a specific way, policyholders are guaranteed that should their Insurer go bankrupt they will receive 90% of their claim and disputes can be ruled upon by the (Customer friendly) Financial Ombudsman.

With the trust fund that Currys run you have none of the above.

Sceptical people might wonder why Currys went down the path of offering a "Service Plan" backed by a trust fund rather than offering an Insurance backed policy which would have much higher levels of protection for their customers

As a side note one of the main reasons the Government introduced Insurance Premium Tax was because some Electrical Retailers and Travel Agents were inflating the premiums on Warranties and Travel Insurance to side step VAT. This is why the Insurance Premium Tax on Travel Policies and Warranties have a higher rate of Insurance Premium Tax than other policies.

Esqui

Limit wrote: »

Don't worry I just stand there and smile. I know you guys have to do the sales pitch

Do you ever get someone doing Homer Simpson's Words of Wisdom? Extended warranty? How can I lose?

We get everything from "Hello, I want this washing machine and five years guarantee" to "EU gives it a two year guarantee so I don't need it" *facepalm*

Dacouch: Insurance policies do have higher protection, but given that the chances of DSG going under are tiny, it's a largely moot point. I think I found out that the trust fund covers given people with pre-paid term agreements a refund of the cost, so not a hugely compensative scheme, but better than nothing. With regards to insurance, some people (i.e. staff) find it easier to understand by considering it an agreement that we'll give preferential treatment and better service, etc, etc.

Esqui

Limit wrote: »

I know someone who works in Currys and he said if you say to the staff you don't want whateverhappens they drop the boxes before giving it to the customer.

Clearly the case