Computer Support service agreement

ArmyDilllo

[Resolved]

Not sure if this is the right place to post this, as it's a product service insurance reclaim, but hope it will be moved if not.

A WARNING FOR OTHERS:-

So I thought I was up to speed on my bank & credit card statements.
Turns out I was not.
For the last fourteen months I have been charged £8.50/month for a service agreement on a laptop I did not agree to.
On my credit card statement it is shown as "Product Support AG 0844 800 6080" rather than anything connected with the retailer (famous high street/online computer supplier).
I just changed the way I check my statements and so this was highlighted as I'd made no allowance for it.
I Googled "Product Support AG 0844 800 6080" and found a host of websites/forums where many others have also fallen sucker to this scam.


When I purchased a laptop to run my business fourteen months ago the salesman tried to sell me insurance; support; and various software packages.
I build my own home computers and have done for nearly twenty years.
I explained that and how I did not want any pre-loaded software, other than an operating system.
No anti-virus software; no dealer software; no insurance agreements and no post-sales support services.
When I got home I found everything had come with it anyway, but I hadn't paid for it and had specifically requested no support agreement so I "assumed" that that at least would not be applied.
After all, they can't charge you if you haven't authorised it, right?
Nope.
The guy said the first month was free and I had to sign for it anyway.
Stupidly I did.
I can't explain why.
I know better.


Anyway, now I've found it, I've complained to the retailer.
I'm advised that it will be investigated and I will be advised on a refund claim this week.
I shall advise then how this is to be resolved.
I suspect it will not be in my favour though.
Damn!

DrSqueeze

Good luck with your complaint, it really does bring home the importance of everyone checking bills and statements carefully. Skim reading statements, or just looking at the available credit amount, is a lot more common than people might imagine.

It's an expensive way to learn, but if nothing else this incident could save you a lot of money and problems in the future. And at least you'll save yourself £8.50 per month from now on, regardless of whether they refund your previous payments.

unforeseen

I purchased a laptop to run my business

Being tied in with a B2B purchase does that change things?

ArmyDilllo

Sorry, I don't know what a B2B purchase is.

k3lvc

ArmyDilllo wrote: »

Sorry, I don't know what a B2B purchase is.

Business 2 Business i.e. not a consumer transaction where you can fall back on consumer legislation

ArmyDilllo

Ah righto, thanks.
In my previous business life "B2B" meant "Back-to-back" and it didn't seem to make sense in this context.



No, it was a consumer transaction as I did not (and don't intend to) run it through my business.
I only have four years max. working life left now and will take this with me when I jump.
I also purchased through Credit card, which I am keeping in my back pocket if things do not work out via the retailer.
:beer:

Ian011

ArmyDilllo wrote: »

On my credit card statement it is shown as "Product Support AG 0844 800 6080" rather than anything connected with the retailer (famous high street/online computer supplier).

Whether the BIS or FCA regulations apply in this case, you will no longer have to call a premium rate 0844 number. Both sets of regulations require an 01, 02, 03 or 080 number. In cases of non-compliance, the regulations give callers the right to a refund of any excess call costs incurred over and above whatever an equivalent call to an 01, 02 or 03 number would have cost.

ArmyDilllo

Thanks for the info.
Nobody got back to me from the retailer this week, so this morning I registered the complaint with my credit card company and will discuss it with them further when their 'dispute' team is available (weekdays only, apparently).


{ 8-]

ArmyDilllo

I take it all back.
Although they did not get back to me, this morning a credit for £119.00 appeared on my statement.
I am satisfied with that; I was expecting to be starting a battle with them and my credit card company.
Kudos to both in this instance.

{ 8-]