Currys muticare mastercare coverplan

kvg1210

My sister's television developed a fault. Mastercare engineers said it could not be repaired. Mastercare offered replacement vouchers to replace said item and sent her a voucher code for £749 yet when she phoned up to enquire which tv this was for the employee said that the voucher was valid for only 50% of the £749 as she has a multicover insurance. No where in the coverplan agreement sent with a covering letter to my sister when she took it out does it state that having multiple items would only enable her to only receive 50% of their replacement worth. The letter clearly states Multicare X Prod Appliance in the heading. (This agreement covers the tv, dvd player and washing machine that my sister purchased at the same time). Also no-one explained this to her or she would have taken out separate agreements for each item. Anybody else had these problems and if so, how did they resolve them.

CoolHotCold

Go into a store, they can check the value of the voucher and if required overwrite the value so you will at least get the same specification.

ajones456

You don't have to pick the TV they give you its just a recommendation on specs.

kvg1210

CoolHotCold wrote: »

Go into a store, they can check the value of the voucher and if required overwrite the value so you will at least get the same specification.

she tried this and they keep referring her back to Mastercare = thanks anyway

kvg1210

ajones456 wrote: »

You don't have to pick the TV they give you its just a recommendation on specs.

Thanks, we realise this but its not the recommendation that she is complaining about - she is quite happy to accept their recommendation - what she is complaining about is the voucher for £749, they are only willing to give her 50% of this amount instead of the full cost of replacing her television set

Al_Ross

So what is your voucher value,is it for £749.00 or £380.00
What make and size of TV did she have ?

kvg1210

Al_Ross wrote: »

So what is your voucher value,is it for £749.00 or £380.00
What make and size of TV did she have ?

Hi this is part of the email my sister sent to Mastercare after she spoke to the employee - I rang yourselves to see which TV it refers to and was given the code ???? for a Samsung UE46EXEX630046 price of £749.00. I was happy with this until your employee told me the voucher would only be for 50% of the price as I have multicare insurance.

I disputed this as I have had this insurance for several years and never been told it would be only for 50% and my attached agreement doesn’t mention this either. That’s why you have asked for a copy.

My sister had a 40" tv which she purchased for just under £2,000 a few years ago now. The prices have changed quite considerably since she purchased her tv which is why she is quite happy to accept this offer but only for the full price and not half of £749.

She is waiting 7 days for a reply and then will consider making a formal complaint threatening to take the matter to the ombudsman and even small claims court if no joy

Al_Ross

If you were paying a far higher insurance premuim for multicare then you should be getting the full value to replace the TV you have ,the policys used to say something like a replacement will be in the form of vouchers to equalalent specification.

If nothing in your paperwork says different fight them all the way.

kvg1210

Al_Ross wrote: »

If you were paying a far higher insurance premuim for multicare then you should be getting the full value to replace the TV you have ,the policys used to say something like a replacement will be in the form of vouchers to equalalent specification.

If nothing in your paperwork says different fight them all the way.

Thank you, my thoughts entirely and I have looked at the paperwork and this is what it says The replacement may occasionally be a fully refurbished product'or we may
offer you vouchers to purchase a new product of at least the equivalent specification."[/

The only part that worries me is the "or we may" not that they will.

Al_Ross

Thats is how they word them all though.Is it a possibility you were paying the wrong amount for your multi policy i.e only paying for the a stanard TV Policy are all the items insured listed in the contract !

kvg1210

Al_Ross wrote: »

Thats is how they word them all though.Is it a possibility you were paying the wrong amount for your multi policy i.e only paying for the a stanard TV Policy are all the items insured listed in the contract !

Thank you - no she has checked and is paying for all 3 items - they never said anything to her when she sent the tv for repair - below is the heading and first line of the letter when she took out the plan (she purchased all the items together).

Surely if the case is that she is only entitled to 50% for replacements instead of a like by like agreement, then this should have been stated to her at the time of purchase as she would have definitely have purchased individual coverplans for the equipment as they aren't cheap things to repair or replace. The receipt she has for the items shows only the one coverplan for all and doesn't specify cover only for tv,or washing machine, or dvd player. None of the paperwork from Mastercare Coverplans to her states an individual item only.

Subject MULTICARE X PROD Appliance
Thank you for buying a Coverplan Agreement.