Alyssa Lane
Currys PC World is one of the largest electronics retailers and repair stores in the UK. They offer an extended warranty plan called the Care & Repair Plan, which provides customers with instant replacement products if their original purchase breaks down due to electrical or mechanical faults. This plan is separate from insurance policies and can cost more than £7 a month. While some customers have found the plan beneficial, others have criticised it as a ripoff, claiming they were charged for plans they did not agree to purchase. Currys has been warned by the Competition and Markets Authority (CMA) to improve how it sells extended warranties, as staff have provided customers with inaccurate information.
| Characteristics | Values |
|---|---|
| Customer Service | Positive and negative reviews |
| Staff | Friendly and helpful, according to most reviews |
| Delivery | Positive reviews |
| Installation | Positive reviews |
| Repair or Replace Plans | Cost more than £7 a month |
| Repair or Replace Plans | Include tech support and a seven-day repair promise |
| Repair or Replace Plans | Include unlimited replacements during the 3 years of the Plan |
| Repair or Replace Plans | Do not cover accidental and cosmetic damage |
| Repair or Replace Plans | Include theft or loss of the product |
| Repair or Replace Plans | Controversial payment method known as 'continuous payment authority' |
| Repair or Replace Plans | Difficult to cancel |
| Extended Warranties | Staff have given incorrect information about what is covered |
| Extended Warranties | Staff have failed to provide quotes, which is a legal requirement |
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What You'll Learn
Currys PC World's extended warranties
Currys PC World offers extended warranties, also known as 'repair or replace' plans, for its products. These plans are optional and provide additional protection for customers' purchases, such as TVs, laptops, and other electrical goods. The plans include features like tech support, a seven-day repair promise, and unlimited replacements during the warranty period, which is typically three years.
While extended warranties can offer peace of mind and convenience, there have been concerns about the way Currys PC World sells these warranties. In 2019, the Competition and Markets Authority (CMA) found that the company's sales practices could be misleading. Mystery shoppers discovered that a quarter of staff could not provide accurate information about what was covered under the warranties, such as cosmetic damage. Additionally, a fifth of staff failed to provide shoppers with a quote, which is a legal requirement. As a result, Currys PC World was instructed to improve the clarity of its extended warranty terms and ensure that customers are provided with accurate information to make informed decisions.
Some customers have expressed dissatisfaction with their experiences regarding Currys PC World's extended warranties. Complaints include being charged for plans they did not agree to purchase and finding it difficult to cancel the plans. It is important for customers to understand their rights under the Consumer Rights Act, as their options for returning, repairing, or replacing items may already be covered under this Act without the need for an extended warranty.
On the other hand, some customers have shared positive experiences with Currys PC World's extended warranties. One customer recounted how they were able to get a new TV, £400 cashback, and an extended warranty for another five years when their original TV broke within the first two years of purchase. Another customer praised the "instant replacement" feature of the warranty, where they were able to choose a better model after their product broke down.
Overall, when considering whether to purchase an extended warranty from Currys PC World, it is essential to carefully review the terms and conditions, evaluate the level of protection already provided by other insurance policies, and make an informed decision based on individual needs and preferences.
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Mystery shoppers uncover staff misinformation
Mystery shoppers have uncovered that Currys PC World staff are giving out misinformation about the company's extended warranties. The Competition and Markets Authority (CMA) has told Currys to improve the way it sells these warranties after it found that a quarter of staff could not provide accurate information on whether cosmetic damage was covered under the terms and conditions. The CMA also discovered that a fifth of staff were unable to provide shoppers with a quote, which is a legal requirement before selling these kinds of warranties.
Currys has been the subject of complaints and negative reviews regarding its "product support" or "repair or replace" plans. Customers have reported being charged for plans they did not agree to purchase or specifically turned down, and have found it difficult to cancel these plans. In response, Currys has stated that details of the agreement would be provided on the receipt and that customers must have been supplied with the terms and conditions at the time of purchase.
Despite these issues, some customers have shared positive experiences with Currys' customer service and delivery. Some have praised the staff for being friendly, informative, and helpful, and have been pleased with the products they purchased.
Currys PC World has agreed to revise how it sells extended warranties to ensure that customers are provided with accurate information to make informed decisions. The company is legally required to provide this information under the Competition and Markets Authority’s terms. The high street chain has also been urged to make the terms of its extended warranties clearer to shoppers, as their current sales practices have been deemed potentially misleading.
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Customers complain about Currys' 'product support' plans
Customers have complained about Currys' product support plans, with some calling them a "ripoff repair plan". Many shoppers have refused to take out the plans, which can cost more than £7 a month, and some customers insist they have been charged for plans they did not agree to purchase or specifically turned down.
One customer, Philip, said he never agreed to buy the plan because he did not think it was worth the money. He paid around £120 for the plan before cancelling it, which he said was harder than he anticipated. He also said that he did not realise he had signed up for the plan as it appeared on his bank statement as "product support Ag". When he complained to Currys, he was told that the details of the agreement would have been given on his receipt, but he called this response "total rubbish".
Another customer, Linda, said she cancelled the product support plans on her two daughters' laptops in August 2015 as they no longer used them. However, she did not specify whether she encountered any issues when cancelling.
In response to these complaints, Currys has stated that its repair or replace plans include extras such as tech support and a seven-day repair promise. However, the company has been warned over its sales of extended warranties, with the Competition and Markets Authority (CMA) telling Currys to improve the way it sells them after staff gave mystery shoppers incorrect information. Specifically, a mystery shopping exercise found that a quarter of staff could not provide accurate information on whether cosmetic damage was covered, and a fifth were unable to provide shoppers with a quote, which is a legal requirement.
Despite these complaints, some customers have praised Currys' customer service and support. One customer shared that they had a positive experience purchasing a TV, with helpful staff and a smooth purchasing procedure. Another customer reported a good experience with the delivery and installation of a new fridge, with the removal of their old appliance included in the service.
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Instant Replacement Plan terms and conditions
Currys PC World offers an Instant Replacement Plan for eligible products purchased from July 13 onwards. This plan is not an insurance policy but an extended warranty plan that covers electrical or mechanical faults for up to 3 years. It does not cover accidental or cosmetic damage.
To be eligible for the plan, the product must be purchased from Currys PC World or Dixons Travel and be less than 12 months old. The Instant Replacement Plan is only available for residents of the United Kingdom who have been living in the UK or Channel Islands for at least 6 out of the last 12 months.
If a product breaks down due to an electrical or mechanical fault, Currys will provide a new replacement on the spot. If the original product is no longer available, an alternative replacement will be offered. Customers are entitled to unlimited replacements during the 3-year plan period. However, the agreement will end if an appropriate product is no longer available or if the replacement chosen is not eligible for the Instant Replacement Plan. In such cases, a pro-rata refund will be issued for any plan payments made in advance.
To receive a replacement, customers must bring the faulty product to a store along with two forms of identification, one photo ID, and another confirming their address. The Instant Replacement agreement is dealt with in-store only, and the fault will be confirmed by a Currys colleague.
Customers can cancel their Instant Replacement Plan within the first 45 days of purchase and receive a full refund, provided they have not made any repair requests. After 45 days, a pro-rata refund will be given based on the number of full unexpired months of cover remaining.
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Customers' right to return, repair or replace
Currys PC World offers an extended warranty plan called the Care & Repair Plan, which includes unlimited replacements for three years if a product breaks down due to electrical or mechanical faults. This plan is not an insurance policy, and customers are advised to read the terms and conditions carefully before purchasing.
Customers have the right to return, repair, or replace items under the Consumer Rights Act, and it is important to note that this right may already be covered under the Act without the need for an extended warranty. In the past, Currys has been warned about its sales practices regarding extended warranties, with staff providing incorrect information to shoppers.
The Care & Repair Plan offered by Currys provides customers with the option to receive a new product on the spot if their original purchase breaks down. This plan covers electrical or mechanical breakdowns but excludes accidental and cosmetic damage. It is valid for three years, and customers are entitled to unlimited replacements during this period.
It is worth noting that customers have reported both positive and negative experiences with Currys' repair and replacement services. Some customers have shared that they received helpful assistance and were able to get their products repaired or replaced without issues. On the other hand, there have also been complaints about the difficulty of cancelling plans and unexpected charges.
When considering whether to purchase the Care & Repair Plan from Currys, it is important for customers to review the terms and conditions carefully. It may be more cost-effective to rely on the protections already provided under the Consumer Rights Act or to explore alternative insurance options, such as home contents insurance or multiple-item insurance policies, that may offer similar or extended coverage.
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Frequently asked questions
The Currys Care & Repair Plan is an extended warranty plan that offers unlimited replacements for products that break down due to electrical or mechanical faults. It is not an insurance policy.
The plan covers electrical or mechanical breakdowns and unlimited replacements for up to 3 years. It does not cover accidental or cosmetic damage.
The plan may be worth it if you want additional protection for your products beyond the standard guarantee. However, some customers have complained about being charged for plans they did not agree to purchase and difficulty cancelling the plan. It is important to read the terms and conditions carefully before purchasing.
Yes, you can cancel the plan at any time. If you cancel within the first 45 days of purchase and have not made a repair request, you will receive a full refund. After 45 days, you will receive a prorated refund based on the remaining months of cover.
You may already have protection through your household insurance or home contents insurance. It is worth checking the terms of your existing policies before purchasing additional coverage. You can also consider multiple-item insurance if you have many gadgets.
