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    • HappyElf
    • By HappyElf 14th Oct 15, 11:53 AM
    • 1 Posts
    • 1 Thanks
    HappyElf
    Phone them
    Just discovered 8.50 a month going out from my account to Product Support AG.
    Having recently moved house I missed noticing this payment earlier than I could have done.

    Having no idea what the payment was for - phoned my bank straight away. They were really helpful and stopped future payments. Also supplied me with the information that
    a) I had been paying this for 5 months
    b) Product Support AG relates to KnowHow, and was perhaps to do with a purchase I made from Dixons/Currys PC World group.

    I realise that this relates to a laptop I bought from CurrysPCWorld. And no, I certainly did not agree to any insurance.

    The telephone number of KnowHow is: 0344 8006080

    Yesterday I phoned them and explained I have been charged for something I did not agree to, and that my payments to them had been stopped. I requested a refund for past payments and was told that this would be passed over to the Finance department and that they would call me back.
    Today (not having been called back) I phoned them again. This time I was told that I would not get a refund from them and I need to go back to the store where I bought the item and talk to them about a refund.
    A mission for later on today!

    • djdust
    • By djdust 14th Oct 15, 6:07 PM
    • 169 Posts
    • 166 Thanks
    djdust
    Good luck with it. Sadly, it's 3 years since I inadvertently signed up to it and got fleeced. Give 'em hell.
    • gardenbod
    • By gardenbod 18th May 16, 5:42 PM
    • 1 Posts
    • 0 Thanks
    gardenbod
    AG not all bad
    It IS re. Know How, Whatever Happens cover. I used it (deliberately) for a new laptop. Just as well, as right after the 12 months, it had a nervous breakdown and wouln't even run the boot program. The problem was cured promptly.
    It does seem that Currys/PCWorld's implementation may be a bit susupect in some cases.
    Also, remember that money taken from a Credit Card is by a Continous Payment Authority, not a Direct Debit; these are more difficult to get rid of.
    • bod1467
    • By bod1467 18th May 16, 7:05 PM
    • 14,796 Posts
    • 13,463 Thanks
    bod1467
    Also, remember that money taken from a Credit Card is by a Continous Payment Authority, not a Direct Debit; these are more difficult to get rid of.
    Originally posted by gardenbod
    They shouldn't be, as long as you can get past the 1st line numpty that usually provides "customer service". (The law changed a few years ago to allow card holders to cancel CPAs without the company being able to object, but training by card providers to their staff is STILL somewhat lacking in this area).
    • anne wren lawson
    • By anne wren lawson 16th Aug 16, 7:46 AM
    • 1 Posts
    • 0 Thanks
    anne wren lawson
    i have just got the same on my bank account and i do not know what it is for
    • Spank
    • By Spank 16th Aug 16, 3:34 PM
    • 869 Posts
    • 667 Thanks
    Spank
    i have just got the same on my bank account and i do not know what it is for
    Originally posted by anne wren lawson
    You've come to this thread, read that it's Currys/Pc world & still don't know what it for?

    Have you bought anything from Currys or PC world?
    • DCFC79
    • By DCFC79 16th Aug 16, 10:13 PM
    • 32,130 Posts
    • 20,213 Thanks
    DCFC79
    i have just got the same on my bank account and i do not know what it is for
    Originally posted by anne wren lawson
    You bought a TV, computer, laptop, a white good from them ?
    Last edited by DCFC79; 27-11-2016 at 10:22 AM.
    • zantos
    • By zantos 10th Oct 16, 12:34 PM
    • 43 Posts
    • 22 Thanks
    zantos
    And So It Continues
    My wife bought an Acer computer from Currys which had a hdmi port for the display. She had to buy a TV to use this computer and the sales assistant was "kind" enough to "give" her a months free cover in case she had a problem with connections. I am an IT engineer and quite capable of dealing with this BUT it was free so she agreed. A month later a charge of 6-50 appears on the credit card statement and looking closely at the thermal paper receipt this shows a "Monthly Card Mandate" has been added although the first charge of 6-50 is reversed out. What a clever way of deceiving customers into unwanted cover.
    • vrbarreto
    • By vrbarreto 11th Oct 16, 2:13 PM
    • 53 Posts
    • 69 Thanks
    vrbarreto
    My wife bought an Acer computer from Currys which had a hdmi port for the display. She had to buy a TV to use this computer and the sales assistant was "kind" enough to "give" her a months free cover in case she had a problem with connections. I am an IT engineer and quite capable of dealing with this BUT it was free so she agreed. A month later a charge of 6-50 appears on the credit card statement and looking closely at the thermal paper receipt this shows a "Monthly Card Mandate" has been added although the first charge of 6-50 is reversed out. What a clever way of deceiving customers into unwanted cover.
    Originally posted by zantos
    Yes it's a common tactic.. They hope that you'll forget to cancel during the free month.

    Anyway I though most modern monitors have a HDMI input so a tv was a bit overkill unless it's being used for that as well.. or an hdmi to dvi cable.

    Anyway they will try and see you anything...

    I went in there and refused their kind offers of KnowHow and was quizzed on my IT knowledge and didn't seem to get that I didn't want their silly priced office offer.
    • Davangere
    • By Davangere 27th Nov 16, 9:39 AM
    • 1 Posts
    • 0 Thanks
    Davangere
    Thank you for this post. I have found a similar charge from Product Support AG on my bank statement for 5.50 every month. On further investigation, this charge has been going back for the past 14 months! We have never bought anything from PC World that warrants this charge. We called the bank who have been helpful but it also meant that they disabled our debit cards and I had to wait for a week for new cards to arrive. If this is not fraud or at the very least unfair trade practices - I dont know what is.
    • DCFC79
    • By DCFC79 27th Nov 16, 10:18 AM
    • 32,130 Posts
    • 20,213 Thanks
    DCFC79
    Thank you for this post. I have found a similar charge from Product Support AG on my bank statement for 5.50 every month. On further investigation, this charge has been going back for the past 14 months! We have never bought anything from PC World that warrants this charge. We called the bank who have been helpful but it also meant that they disabled our debit cards and I had to wait for a week for new cards to arrive. If this is not fraud or at the very least unfair trade practices - I dont know what is.
    Originally posted by Davangere
    For 14 months you didnt notice it, how come ?
    • drewstain
    • By drewstain 29th Dec 16, 11:35 AM
    • 3 Posts
    • 0 Thanks
    drewstain
    Just had the same thing happen to me, luckily the cost p!ssed up the wall for nothing is only 21. Bought a laptop in PC World in July been paying 3.60 each month since then. Like a lot of people I have many standing orders and didn't notice until I moved to the other side of the world and no longer use that account that often.

    I called them up on skype I was asked for a "policy number" I said I didn't even know I had a policy until about half an hour ago, didn't even bother trying to get a refund (bad of me I know but I was so annoyed with them I couldn't bare to be on the phone to them any longer than necessary) I emailed BBC Watchdog about it. Something needs to be done about this is disgusting. I feel sorry for older people who will by laptops and things from PC World not really knowing what they are doing but trusting them just to be ripped off.
    • olivia essien
    • By olivia essien 7th Jul 17, 6:23 PM
    • 2 Posts
    • 0 Thanks
    olivia essien
    I've just noticed this on mine. Have you resolved yours?
    • olivia essien
    • By olivia essien 7th Jul 17, 6:33 PM
    • 2 Posts
    • 0 Thanks
    olivia essien
    Help
    Wow... I have been so stung since 2012!!!!
    just realised.
    • Chris1515
    • By Chris1515 7th Jul 17, 7:23 PM
    • 1 Posts
    • 0 Thanks
    Chris1515
    I was concerned to see payments to "Product Support AG" on my bank statement. I eventually discovered that they were payments to Currys/PC World for a product support plan for a computer that I had bought. I thought that I had bought a free one month support plan, but it seems that I had agreed to continuing support plan. I contacted Knowhow Customer Services and they cancelled the plan.

    Knowhow stated in their letter "The store can not set up the agreement without taking the monthly payment so they discount the cost of that off the cost of the product." This explains why the amount I paid in the store was the cost of the product and I did not notice the extra line on the till receipt.

    Following a second letter to Knowhow, requesting an answer to a point made in my first letter. I was informed that "The letters AG on your statement are an abbreviation of the word agreement." It is not clear why the letters AG are in capitals, and it is clear that other contributors to this thread got the impression that AG was the name of a company.

    I understand that the descriptions of payments on statements may need to be abbreviated, but I believe that the payee, in this case Currys or PC World, would be more useful. A description on my bank statement such as "PC World prod sup" would have the same number of characters and be more informative
    • Angermanaged
    • By Angermanaged 26th Jul 17, 10:21 AM
    • 2 Posts
    • 1 Thanks
    Angermanaged
    Product Support AG
    Product Support AG debiting cards on a internal Fraud Hoax for Service Contracts.


    Case Scenario: I was unknowingly charged for a Service Warranty , after the salesman added it on without my knowledge, or authority . 7 months later, I disovered my card was hit monthly for a contract on a Ipaid mini (199 pounds). PC world said the contract was 30 days free, and did not disclose charging after that.


    Solution: Call your bank. Stop the charges from reoccurring by reporting it as a fraud.
    Don't whine , stay focused. Then call PC World's FREE number to lodge a demand for ALL back payments taken without your authority and knowledge.
    That free number is 0800 665 833. You need your postcode and the last digits of your card that they hit. Remain calm, don't rant. Demand that the entire amount be refunded. PC world/Currys/Etc will issue a check and close the agreement if you have no knowledge of it, did not agree to it and you did not sign a contract. Stay on those clear points: Didn't know, Didn't approve , did not authorize any debt for this service.


    This is the case of MOST of this fraud games that are played by salesman to boost profits using this Rogue Practice. Rant in blogs, on the phone be calm and direct sticking with ''I did not order or authorize such a debt or agreement, and I want ALL my money refunded''.
    I was refunded all 7 months instantly, no troubles. Entire process took 48 minutes. Have ALL your information ready. Summary: It's a terrible process to screw customers with such a scam. It goes to the integrity of the company and the management. It's just wrong. Once you get your refund, don't deal there again. Remember DONT rant. Don't make it personal.
    Last edited by Angermanaged; 26-07-2017 at 10:25 AM. Reason: spelling
    • Angermanaged
    • By Angermanaged 26th Jul 17, 10:35 AM
    • 2 Posts
    • 1 Thanks
    Angermanaged
    You can call free using Skype also. Writing them is a waste of time. My issues were resolved with a refund ( by mail and by Check). No wiggle room for them on this. You should check your receipt. The bank said to me, when you use your card for a purchase it could open the door to a hidden service agreement. The bank ( Natwest) said they deal with this and PC world's application of this trick ALL day long. Also- CHECK YOUR STATEMENTS. It's a new world now, and FRAUD is part a management discision for many greedy companies. In my Opinion PC World and CURRY should cancel this procedure, and offer the service UP front on the purchase. That's the clean way. The trick is how many people can you scam that don't ask for the money back. That's PC Worlds game, and its all numbers.
    • robatwork
    • By robatwork 27th Jul 17, 9:04 AM
    • 4,464 Posts
    • 4,988 Thanks
    robatwork
    Whatever the methods of this charge getting onto people's accounts, it's underhand at best to call it product support AG. AG is Aktiengesellschaft and is the German equivalent of a limited company.

    Naughty knowhow.
    • patrickadom
    • By patrickadom 13th Sep 17, 4:46 PM
    • 1 Posts
    • 0 Thanks
    patrickadom
    Product Support AG Ripe-Off
    I've had this same thing.
    I only discovered that the direct debits were happening when I cancelled my credit card direct debit payments and got a message that I had missed a payment.
    The credit card company told me who the payment was to and confirmed that it has been going on for sometime, I Googled product support ag and found this forum.

    I rang 0344 561 4000, at first they couldn't locate my account and was put through to three different teams. Eventually they were able to locate my account and agreed to cancel further payments. I asked for a refund and was told no and that the payments had been happening for awhile and I should have know sooner. I asked to escalate my issue and to speak to the line manager, after a minute or so the same guy came back and said that they had agreed to a full refund of all charges from the beginning of the agreement.

    I wait to hear back from PC World to confirm an actual refund.

    To anyone that has the same issue, call and complain and demand a full refund.

    This is really terrible and PC world should be hammered for this.
    • Johnny887
    • By Johnny887 20th Jan 18, 3:01 PM
    • 1 Posts
    • 0 Thanks
    Johnny887
    Hi all,

    First of all, for transparency sake, I do work for DixonsCarphone and I am aware of the basics of the whole operation, which includes repairs and returns. But I am just a simple entry level employee, so I do not have any intent in lying to you.

    This might have been mentioned here before, but here is what's happening in this case:

    Upon purchasing something from a DixonsCarphone store, you might get offered a monthly coverage for that specific product, which includes any future repairs. This is good from a consumer perspective of course, that you will not have to pay for the full repair/transportation costs if something breaks, usually for white goods (fridges, stoves and washing machines) we do, most of times anyway, a home repair. For other electronics we ship them to the Newark Repair center, alongside more problematic big electronics, if the on field repair team cannot resolve. From a business perspective, monthly payments and coverage fees (which are different from any manufacturer warranties - so you get protected both ways) are the bread and butter for our business. For example, most of our big box items are operated by in large to a loss up to the point it finds a home with a customer. Let's give a random example, and these figures are placeholders only:

    Because we buy in bulk from the manufacturer/distributor we might pay something like $50 for a medium size fridge. Including transportation, storing, money lost with it on store floors, upon purchasing this item for the $150 retail price, we might lose 20-100$ along the way. The only reason we make money on these is due to the monthly fee people pay to cover any future repairs. In simple terms, a smartphone occupies a fraction of the space a big fridge does, yet costs 10 times more - these are the biggest profit makers.
    Yes, the manufacturer might cover any manufacturer faults, but if you need something replaced, we can do it in a day or two (nowadays we try to push for the same day repair timeframe) rather than waiting weeks or even months for your machine to get exchanged/repair through the manufacturer warranty - and all the bureaucracy this entails.

    This is less true for computers and flat panels (TVs), however at least you have the option of repairing it way after the manufacturer warranty expired. If you cancel this, and sometimes in the future you decide to sent it for repair with us, in our system you will appear as having a policy that expired when you cancelled it, so any work done on it, including repair costs and parts, will have to be paid from your own pocket, otherwise will return unrepaired.

    So, when purchasing something pay attention to what you agree to, though you should technically be told about these possible fees, people working in stores are humans just like you, and they might forget to mention this, due to various reason, they need to hit certain targets, they omit to mention it, and are only just started and make more mistakes than usual. Or if you are cynical like me, and you think that more than 50% of the people you work with are complete mouth breathing idiots, you shouldn't expect other companies to operate on better flocks!

    Hope this clears things up a bit. Those fees should be present on your purchase paperwork, and you can cancel them anytime you choose to, just keep in mind that this cancels any free repairs you were enrolled to up to that point.

    Have a nice day.
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