Currys/PC World Whatever Happens/KnowHow Rejection Claim

Simon.Khadija

Hi, this is my first post on here, and just after a bit of advise really.

So at the start of 2010 I purchased a 27" iMac and the Whatever Happens policy. Never had any issues, never used the policy up until now.

I have recently got a new job, and was re-locating to live with my girlfriend. I was moving my stuff, and the iMac was briefly left on the floor, its a small flat so was just put there for the time being until it could be put on the desk.

As we were carrying and moving stuff, my girlfriends young nephew was playing around the flat, and then we saw him throwing a cup around with coke in it. The coke went onto the back of the iMac, so I wiped it down and tried to power it on but nothing.

So I took it into PC World and explained what happened, they sent it off for repair and on the notes they wrote, "Liquid damage, no power".

This was sent off and I was told it would be 7 days.

6 days later I receive a call saying the iMac is being sent back to store not repaired, and that a letter is being sent with it on how I can appeal.

I go and collect the iMac, the KnowHow guy in store, says "I thought this might happen". Explains to me to write a letter with what happened, I ask if I can call to tell them to speed up the process and he gives me the Customer Service number.

I get in my car and immediately phone them, I get through to an agent who tells me there is nothing that can be done, only to write a letter. I then ask to speak to his manager, who was extremely rude and disrespectful to the fact that a computer that cost me £1300 is now broke. He insinuated that there was too much liquid in the computer, to which I told him what happened, and that he must have poured some onto the computer before throwing the remainder over it, and he still basically told me I'm a liar and it won't be fixed.

I am extremely upset by the fact I have been paying for this policy for 3 and a half years, only to be told I am a liar.

With my new job I am dependent on this computer as I occasionally have to work from home.

Not only that but my girlfriend has been in and out of hospital so this really is the last thing I need.

I have sent a letter, explaining the situation, but I am just wondering what happens next? Are they going to say I neglected it? I have never neglected my iMac in any way, shape or form and I never would. I spent my hard earned money to pay for it, I'm not going to neglect it!

Quentin

Does the policy have any liquid damage exclusions?

If not, and you feel your policy covers this, then submit a written complaint.

If you aren't happy with their response you can escalate the issue to the FOS for their adjudication at no cost to you.

See the policy docs for details on how to use their complaints procedure.

dacouch

Quentin wrote: »

Does the policy have any liquid damage exclusions?

If not, and you feel your policy covers this, then submit a written complaint.

If you aren't happy with their response you can escalate the issue to the FOS for their adjudication at no cost to you.

See the policy docs for details on how to use their complaints procedure.

It's not an Insurance Policy, it's a service plan via a complicated system to avoid being regulated by the FCA, Ombudsman, FSCS and avoid paying VAT/ IPT.

The Ombudsman will not get involved.

It's overpriced and has removed the customers rights to make PC World more money and save their staff being regulated on insurance sales

Simon.Khadija

Quentin wrote: »

Does the policy have any liquid damage exclusions?

If not, and you feel your policy covers this, then submit a written complaint.

If you aren't happy with their response you can escalate the issue to the FOS for their adjudication at no cost to you.

See the policy docs for details on how to use their complaints procedure.

Hi, thanks for your response.

No it does not exclude liquid damage, only excludes neglect and misuse.

I believe the policy is not covered by the FOS because it is not an insurance, it's a Service Agreement?

Quentin

As the fos is ruled out then if you aren't happy with their final response you will have to decide whether you are prepared to take this to the small claims court.

As a first step ask them in writing why they won't repair it under the whatever happens warranty.

dacouch

Simon.Khadija wrote: »

Hi, thanks for your response.

No it does not exclude liquid damage, only excludes neglect and misuse.

I believe the policy is not covered by the FOS because it is not an insurance, it's a Service Agreement?

The Currys / PC World staff who post on MSE are always saying how PC World will sort these types of issues out as they give good customer service. They tend to frequent http://forums.moneysavingexpert.com/forumdisplay.php?f=82 and http://forums.moneysavingexpert.com/forumdisplay.php?f=173 so a post on these might gain some advice on the internal procedures of PC World and how to get this resolved.

Spilling liquid whilst moving an expensive Imac which is three years old will ring alarm bells with PC World and any (Proper) Insurer so be prepared for a grilling

dacouch

Quentin wrote: »

As the fos is ruled out then if you aren't happy with their final response you will have to decide whether you are prepared to take this to the small claims court.

As a first step ask them in writing why they won't repair it under the whatever happens warranty.

I don't think they even call it a warranty as otherwise they would have to pay IPT at the warranty rate of circa 20%...

I'd include in any letter "Why is it called Whatever happens when you won't pay my liquid claim"

Quentin

In particular they say this cover includes "breakdown through mishaps because incidents do happen even to the most careful"

Simon.Khadija

dacouch wrote: »

Spilling liquid whilst moving an expensive Imac which is three years old will ring alarm bells with PC World and any (Proper) Insurer so be prepared for a grilling

The iMac was on the floor at the time. I think that is literally the only time it has been on the floor since I've had it and it was only put there so we could move stuff around. And now the one time I do have an accident, I'm being blamed for it.

The service I am receiving is terrible, and the manager I spoke to was so rude, I couldn't believe it. I thought the whole re-branding of KnowHow was to improve Customer Service, being told I am a liar is not good customer service.

The funny thing is, the person I spoke to on the phone, and the person in store both said, "you've bought a lot of stuff from us over the years". Which I have, and I thought they would respect my custom, not disrespect me as a person!

Simon.Khadija

Quentin wrote: »

In particular they say this cover includes "breakdown through mishaps because incidents do happen even to the most careful"

I will include that line if I have to send another letter.

InsideInsurance

So from what you say, they are disputing the version of events that you have given and are rejecting the claim.

As other have pointed out, DSG go to fairly extreme lengths to ensure that it isnt deemed and insurance policy and so not covered by the FOS complaints process.

You therefore need to follow their complaints process as outlined by them, if that is not successful then your next port of call would be sending a letter before action and going to the courts for a resolution.

Was the iMac standing up on its stand or laying down? With the design of the rear of an older iMac it would be surprising if a large amount of liquid got into it from fluids being poured onto it from the top when its standing up properly.