Why NOT to buy Samsung TV's or Curry PC World's "Whatever Happens" cover policy

Superflash81

Hi all,

First time newcomer to this forum. Just thought that I would share some valuable insight into Currys PC Worlds/KnowHow's "Whatever Happens" cover.

I have decided to share my experience in an email to BBC's Watchdog programme. Sorry for the lengthy post but it was necessary to inform Watchdog of the exact situation.

I have copied my email in its entirity underneath. This was also shared publicly to KnowHow's Facebook and Twitter pages only for them to delete it...

WHY NOT TO BUY SAMSUNG TV'S OR KNOWHOWS COVER PLAN (SCAM)!

Below is an email that I have sent to BBC WATCHDOG and which I will be forwarding onto trading standards and any tabloid newspapers that will print and publicise your dodgy practices.

"Hi Thomas,

I contacted you through twitter.

My issue and story is one that I purchased a TV from Currys in 2013. When it was purchased I was also sold a cover policy which is supplied by KnowHow and it is named the 'Whatever Happens' policy. This is to protect my purchase for whatever occurrences may happen and includes an Accidental Damage cover.

Last week when turning my television on it made a noise and then went to just a black screen with no picture whilst making a strange buzzing/crackling sound. Having my policy I contacted KnowHow who came and collected my TV to repair the fault. When the collections man came to take the TV, it was noticed that a crack of about 2 1/2 inches had formed from the bottom of the screen in a vertical line. I hadn't noticed this previously due to the way the light hits the TV as it wasn't noticeable.

After the collections man went, curiosity took over. I knew that no physical damage had occurred to the TV so I decided to do a Google search. My search highlighted that there seems to be an issue occurring with certain models of Samsung televisions and the issue is one that due to cheap, failing components inside the TV, it is causing what is called 'thermal cracking' of the screens. It is noticeable due to the fact that a crack occurs on the internal screen, however, there is no damage or mark on the external glass of the TV.

Having found this issue I felt quite happy in the knowledge that my television is covered by my Cover plan for "Whatever Happens" and as a result I would be getting my television either repaired or replaced for an equivalent model.

A week passes and I had no contact from KnowHow advising what had occurred,! just a date of when they would return my fixed or replaced tv. On the day that it was returned, due to being out I arranged for my mother to accept the delivery.

On returning home, I found that my TV had just been left in my living room and had not been set up, so I took it out of its cover packaging to find a letter advising that my television had been deemed to have been the subject of misuse, and as a result my repair had not been carried out. I immediately contacted Currys Customer care and found that my 3 year cover plan (of which I had paid a lot of money for upfront at the time of purchase) had now been cancelled without explanation.

They couldn't answer what had occurred so I was bounced around the call centre a number of times (even being hung up on once), before I was finally advised that my cover plan had been cancelled due to this so called "misuse" and as a result I am now out of pocket and without a very expensive tv. The only advise given is that I have to put a letter in writing in order to challenge their decision. Unacceptable!

I have since had the opportunity to inspect the television and have found that not only has it been returned unrepaired, it now has greater damage than it had previously with damage to the rear of the TV and the crack which was originally only 2 inches is now completely across the screen.

Below please find a few links (of which there are many more) to forum threads where people are reporting the exact same thing:

*** LINKS REMOVED AS FORUM DOES NOT ALLOW THEM ***

There is clearly an issue with these tvs'. A quick Google of "thermal crack of samsung tv" will bring up dozens and dozens of hits, posts and forums of customers experiencing this very same issue. The fact is that Samsung and most likely Currys PCWorld are fully aware of this issue yet instead of recalling or doing the decent thing of honouring their cover plan agreements, they are choosing to cancel the policies and leaving their customers very out of pocket. In addition to this, are these self cracking television dangerous? Will they eventually cause injury? If it is internal components failing may it even cause a fire risk? Who knows? Obviously not KnowHow, that's for sure.

Any help with this would be greatly appreciated.

Many thanks,

[Deleted User]

Googling apparent "known" faults and then applying them to your own TV with no evidence is not going to help.
I also don't know how you expect to prove that the TV now has more damage than it had when it left your home.

What you need is an independent engineer's report which will determine whether the fault is inherent or the result of physical damage. If it turns out to be the former, you may have a case, and the cost of the engineer's report should therefore be recoverable. Your choice whether you think this is worth the gamble.

BBC Watchdog isn't going to help unless this is a widespread occurrence that others are complaining about too.


Personally, I don't recommend any extended warranty type insurance as it's generally very expensive.

moneysaver

Moral of the story is, do not buy extended warranty's & do not buy from Curry's/PC World.

Mr_Singleton

Have heard a number of people having issues with Samsung TV's..... glad I bought an LG!

OP, what model is it?

[Deleted User]

Mr_Singleton wrote: »

Have heard a number of people having issues with Samsung TV's

Here's the latest!
http://www.bbc.co.uk/news/technology-31296188

Samsung TVs are "listening" to conversations!

MCGONIS

I don't understand their stance on this. A few years ago I bought an Ebac dehumidifier from Currys (no worries). It was ex-display. I paid £150 for it.

I took out "coverplan" so I could get interest free payments.

When it broke, they sent someone out who took it away and a week later got a cheque for £900!!!!

Although I have not bought anything out of Currys since I always though their warranty was good.

Sorry to hear of your problems and hope you get it resolved.

MarkBargain

That doesn't sound very good at all, a case of blame the customer!

A long shot perhaps, but have you tried contacting Samsung direct?

MarkBargain

Moneyineptitude wrote: »

What you need is an independent engineer's report which will determine whether the fault is inherent or the result of physical damage. If it turns out to be the former, you may have a case, and the cost of the engineer's report should therefore be recoverable. Your choice whether you think this is worth the gamble.

The cover included accidental damage though, so Currys are arguing the damage was deliberate. How do they determine what is accidental and what is deliberate (misuse)?

hollydays

MarkBargain wrote: »

The cover included accidental damage though, so Currys are arguing the damage was deliberate. How do they determine what is accidental and what is deliberate (misuse)?

Probably in the same way as every other retailer? I don't think misuse is deliberate, it's just ignorance.

adandem

If it's the same repair staff as in our store, they stand around most of the time on their phones whilst jobs pile up around them.

Stevie_Palimo

I have had many items from Currys/PC World and had extended warranties on them all without any issues when I have had to use the service agreement plans in place, My point is to just balance this one up here.