Currys Whatever Happens care plan con

SpittingFeathers

My Dad bought a fridge freezer from Currys 7 years ago and took out a Whatever Happens care plan which he has been paying for ever since. The wording on the plan, and still on their website today, is that if you report a fault they will aim to repair it within 2 working days. Now the fridge freezer has gone wrong, it was no great surprise that they couldn't repair it in 2 days, in fact 3 weeks later we are still waiting because the first technician that came out after 8 days said he had repaired it when he hadn't but by then they have given themselves another 21 days to do the job so they don't care.

Any way, to get to the point, three separate customer service people told me that they only have technicians in the area on two days a week, Saturdays and Mondays and they won't budge outside of those days and they get booked up quick. So how does that stand with their sales literature, we aim to visit within two working days. Clearly they don't even attempt to achieve that aim, can't achieve it in fact. Is that false advertising? I've emailed Sebastian James the CEO 3 times and tweeted him but he can't be bothered to reply. Could I go somewhere with this or will they get away with it? I would appreciate any opinions. I personally wouldn't have touched their care plans with a barge pole, but my elderly Dad thought it would give him peace of mind.

CoolHotCold

Try going into a store and chatting with the KnowHow guys in store and work something out.

pinkshoes

In 7 years, how much has he paid for this services?

He could try claiming it back for breach of contract?

SpittingFeathers

The Know How team aren't interested, they just quote small print at you.

I just can't believe that a company like Currys can sell plans on the back of a promise that they know they can't keep. It feels wrong to me but I don't know where to go to find out.

Al_Ross

I take it the small print will say certain areas are excluded .

Fosterdog

What does it say in the terms about a write off? Usually if it can't be fixed x number of days after the fault was first reported they write it off and you get can choose a new one.

mije1983

The fact they say 'aim to repair' rather than 'will repair' is probably their get out. You will probably find that there are a small % of areas that they visit within 2 days.

How soon after the first engineer came out did it go wrong again?

SpittingFeathers

The guy said he had repaired it and it would be cold again within an hour or so but it never did get cold so he hadn't actually repaired it at all.

I'm trying Trading Standards to see what they think.