Currys WhatEverHappens Mis-sold?

ice2nou

Wanted to get some advice....

I bought a laptop at Currys in Dec 2010, at the time I was offered their WhatEverHappens cover for the laptop; I denied the package but of course was told that there was one month’s free cover and all I needed to do was to write at the top of my DD form to cancel after 1 month. This one done and I have my signed DD form with my request to cancel the WEH cover after the first free month. At the end of last month of course I noticed that Currys had been taking their 11 odd quid every month and had not cancelled the WEH cover as promised.

I called the WEH team who said there was no request to cancel and that I could do it over the phone there and then which I did but I would have to contact their Customer Services team to look into a refund - this I’ve done and they've said that I’m not entitled to one because the request was not a proper request.
What I want to know is if there is any way I can get my money back? The cover was not wanted and stated so at the time of the purchase, I even wrote and signed the forms asking to be cancelled after 1 month as requested by the Salesman in store....

Any help appreciated as I feel ripped off.

Graham.

alistair.long

ice2nou wrote: »

they've said that I’m not entitled to one because the request was not a proper request.

Please explain,

was this an aknowledgement that the cancellation was received within the 30 days but was not correct in some way?
was it not done in the correct time?
why was the request not proper, and when was the request received by them.

ice2nou

Hi Alistair,

The request to cancel was actually given at the time of purchase in the shop. I didn't want the cover and told the salesman this, he told me that the cover came with all purchases, the first month was free so I wouldn't pay anything there and then and to write on the form that I wanted it cancelled after the first free month.

This was done and I have a copy of my Direct Dedit form with my note, signed, stating that I wanted it cancelled after the first free month.

Stupid me didn't check after that month as they expect you to and I didnt notice they were taking money till now.

Thanks for your help,

Graham.

jacand

Sounds like you've been done. I don't think a written note on top of a Direct Debit instruction would be acted upon as cancellation. You would need to ring or write to them to cancel it, or better still cancel it at your own bank.
You could try writing to them and enclose a copy of the agreement which shows your intention to cancel and tell them that this is what you were advised to do by the sales person.
By the sound of it, the sales person has mis-lead you, probably for his/her own commission benefits.

alistair.long

jacand wrote: »

Sounds like you've been done. I don't think a written note on top of a Direct Debit instruction would be acted upon as cancellation. You would need to ring or write to them to cancel it, or better still cancel it at your own bank.
You could try writing to them and enclose a copy of the agreement which shows your intention to cancel and tell them that this is what you were advised to do by the sales person.
By the sound of it, the sales person has mis-lead you, probably for his/her own commission benefits.

Agree

However I will make it sound nicer.
As you sent a the direct debit, they should have a copy, and this is therfore your cancellation notice.
It is understandable that you may have done it diffrently, however you have notified them within 30 days in my opinion.
I would call them stating that notice of termination was given within 30 days as requested even if it was on a DD mandate, and you have therefore received it as money was taken via DD.
And that you want a refund of the months paid which = £???
If they are not very co-operative inform them in writting with a date limit and send it recorded with a copy of the DD form, and then wait for a reply.

Hope this helps

vusys1

if it was free for 30 days why did they want you to complete a direct debit form?

Clive_Woody

jacand wrote: »

I don't think a written note on top of a Direct Debit instruction would be acted upon as cancellation.

If the intent to cancel was clear I think the OP could have written it on the side of a cow and sent it to them and it would still have been valid. They have chosen to ignore this request which clearly they recieved as they managed to set up the DD okay.

jay_ashcroft

I am very familiar with WEH in the Dixons group.

Couple of facts for you.

It is the store's MAIN KPI across the whole range and the typical target is 40% attach.
It does not 'come free' with every purchase as you were told and if you look at your receipt they will likely have discounted your computer by £11 and WEH will be at full price.
Dixons group get a £30 'kickback' from the company who offer WEH for every customer they sign up regardless of whether they cancel within the first month.
You have also been informed wrongly on how to cancel it, it must be put in writing or done over the phone before the first 30 days are up.

I would suggest going back into the store and speaking to the store manager. If you go in armed with this information they will likely compensate you as they want their KPIs to remain very secret. It is unlikely they will give you cash back, typically they give you store stock vouchers, you could always pick up the value in them you have been over charged and then pursue WEH for a full refund.

Because WEH has such a bad reputation the company are rebranding as KNOW HOW, they key phrase is 'We Promise..." (great customer service, satisfaction, repairs etc etc). Would be well worth using that against them at this stage.

Hope that helps.

ROY47

No help to you but

when I was offered the same deal with the other half pc world

I told them in no uncertain terms that if that was written or put on the receipt the deal was off because of what you have experienced

bought the laptop with NOI mention of it

ice2nou

Thank you all for your replies, feedback and knowledge. So far I've not had an email reply in 3 days from them since I requested details on their complaints procedure and regulatory body information to take this further - looks like a trip to store is needed!!!!

Any further help appreciated tho!

I'll post the outcome when / if I get one to help others

alistair.long

I have dealt with PC world, Comet and Dixons, they are rubish if you email or phone them.
PC world tend to be OK, but it depends what you say, i try to be logical.
Comet and Dixons think there clever.
I sent them a nice letter, sent it recorded and informed them to act within 10 days or face court action. They sent me a letter after 15 days saying they want to sort it out, and then they were calling me, in the end it was too trivial so I left it.
Letter is better, and a letter reply is good in court.