Currys PC World

Arzuozan

CURRYS DOES NOT HONOUR THE TERMS OF ITS WARRANTY

I bought an Apple laptop for family use in November 2015 for £760. Given that I knew children, as well as adults, would use the computer, I was persuaded to also buy a Repair and Support Plan for an additional £239 for three years, which covers breakdown and mishaps. I was verbally told that this includes all manner of accidents resulting from dropping the laptop or from water and food damage, etc. This is also what is stated on the company's website.

Once the plan expired, I decided to extend it, and this time paid another £120 just for one additional year. A few weeks ago my kids (5-year-old and 8 year-old) were playing on the computer when it stopped working. The kids were originally reluctant to say exactly what happened, but eventually said one of them knocked over a glass of water that spilt into the laptop.

I took the laptop to Curry's for repair under the warranty and was fully expecting it to arrive back with the damage fixed. Imagine my surprise and dismay when instead I got a letter from them claiming that the damage is due to "neglect or misuse" and is therefore not covered under the Plan. This is in direct contradiction to the stated terms of the warranty. By now, I have paid more than half of the initial purchase price of the laptop on the warranty, for which I could buy a cheaper laptop already. I've been paying all this money with the understanding and expectation that should some accident happen to the laptop, it will be sorted out promptly under the warranty. I find the situation shocking and unacceptable.

For now, I've been informed that if I disagree with their conclusion I should send them a letter by post and that they may then bring in a third party investigator. This should not happen in cases where the goodwill of the customer should be beyond any doubt. I am a mother with three children who would simply like to have a working laptop in the house asap so that the kids can finally do their homework that requires a computer. This is (was) the only computer in the house. I hope Curry's will honour the terms that they themselves have stated and wish I didn't have to go through all this inconvenience to get things sorted.

Arzu Anderoglu

Keep_pedalling

The problem is their t&cs do leave them the opt out of neglect and misuse and they are the ones who decide on the definition of those terms. Some people would say that leaving two small children to play with a laptop unsupervised was neglect.

Hagar_uk

From my experience this year with a faulty screen with no exterior damage on a 10 month laptop. They will do nothing, except offer to repair at your cost.

In my case the repair service was quick and cheap at £60, but I still begrudge paying for a repair that should have been under warranty

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molerat

There is a very fine line between mishap and neglect and they use this to their advantage. What is the point of accidental damage cover if accidental damage is not covered because they consider it neglect or misuse, they push this scheme as better than home insurance. Even better for them it is not insurance so you cannot go to the ombudsman with a complaint because if you could they would undoubtedly get their !!!!!! kicked !