Curry's whateverhappens coverplan

[jc2k]

Hello,
I purchased a lcd TV for curry last Christmas and took them up on there whatever happens protection plan which covers me for cost of repairs, protection against breakdowns caused by mishaps and so on.

The TV was accidentally knocked of its table stand by one of my children onto a vacuum cleaner breaking the screen itself and rendering it useless.

I phoned up curry’s who said that they would get it fixed, they collected it about a month ago and returned it back today unfixed with a letter attached to it state ting that an inspection was carried out by a technician and that they found it to be inconsistent with our description of what happened to it, I mean did they take another TV and drop it onto a vacuum cleaner!!!!!!!!!!!!.

How can I go about getting a replacement TV or a full refund, surly my “whatever happens” plan should cover me for this, I would appreciate any advice please.

[gyzmo]

Ask them for a full explanation of what they think happened, and then look at the contract to see if it is covered or not. If their view is that it was caused by an incident not covered by the policy, then you will need to demonstrate that it was (by getting a report yourself usually).

If they say it was caused by something else that is covered, then tell them to get their backsides back and get it fixed (and to bring along a replacement TV whilst your waiting).

[bluelotus]

Bit odd, your WhateverHappens does cover accident. Did you report it as accidental damage? I would call the Whateverappens team and ask them for an explanation. Describe the event that lead to the damage again and ask for their opinion on the matter. Sometimes the engineers will be unaware of the policy in place and refuse a repair on grounds of damage as opposed to breakdown. Daft!
You didn't happen to launch the vacuum cleaner at the screen by any chance?!!

[barracad]

Surely "whatever happens" should mean just that, and it should be covered regardless, otherwise the policy wouldn't be worth the paper it's written on.

Is there a link to the restrictions? If not, can you provide a scan? Also, why exactly are they saying it is not covered?

[gyzmo]

There will obviously be limits - the title is just advertising 'puff' (like Carling being "the best lager in the world"). The cover certainly would not replace an item where it has been deliberately damaged by the owner.

[Bobus-Man]

They did it also to my colleague at the Currys where we work, he dropped his laptop and broke the DVD drive they sent out a letter saying that the damage was incosnsistent with what was recorded at the time

The laptop also came back more damaged than when it went and knowing what ****s they ould be we took dated of the damage pictures before it went.

They've now summoned him to court if he wants to challenge the decision and the manager of the store has volunteered to be a carachter witness rather than acting on behalf of the store

Now consider that he works at Currys and is expected to sell this on every major electrical product is just abysmal treatment. What i'd recommend you do is try and get the manager on your side, these things are decided at the top as the people who make the decision know they will never get the stick. The manager has very little power to stop it yet a manager refusing to back a court case will have massive impact on your case.

If not hopefuly common sense should prevail

[gyzmo]

I would contact Trading Standards. They do not normally get involved in such matters, but with certain retailers (who have consistently flouted the law) "special treatment" is given - a TSO should get involved as these lot (can't remember if curries are involved) have signed up to a code of conduct agreement.

[patdavies]

OK, I give up.

Is there an English version of this?

[gyzmo]

Alas no.

the bit about having too much info for court is sadly wrong. If it is not relevant it is not accepted. Pretty much the same for Freds posts.....

[CrystalGecko76]

Hi...when I worked for the DSG firm (Curry's, PC World & Dixon's stores) it was called MasterCare Cover Plan and it did cover accidental damage and policies could be 3, 4 or 5 years. I know they changed the policy shortly after I left due to it being miss-sold by badly trained staff (unlike me who whent on a one week brain washing course on how to sell cover plan and then product trained for the next five years) now it seems they are just taking in staff and not training them! I can still go into a store now and know more then the staff, even though products have changed & moved on since I was last working for them!

I would recommend going into the store and talking to the store manager...after all an accident is an accident and if you have bought the cover they should honour that no questions ask. We had cover plan on our telly when it finally gave up the ghost they came and took it away, I got mum & dad a loan set in the meantime. Three weeks later I called up to find out what was happening as I knew for a fact it was probably just sitting on some work bench with nothing being done to it. I managed to get them to write it off and got my mum & dad their replacement vouchers. It does pay to be persistant...for me I am lucky as I can say I worked for the company (customer services and sales in the past) and know exactly what happens behind the scenes...lol.

I wish you luck and just remember be persistant and if that fails Trading Standards!

Crystal

[Conniff]

Originally Posted by gyzmo

There will obviously be limits - the title is just advertising 'puff' (like Carling being "the best lager in the world"). The cover certainly would not replace an item where it has been deliberately damaged by the owner.

I don't agree with that. First Carling say "Probably the best lager in the world"
Also you can't call something one thing and then have it mean something else. The name alone means there is no need for any T&C.
Whateverhappens means simply that, 'Whateverhappens", and this was a whatever situation.
With a title like 'whateverhappens', I can't even see the requirement to send details of how it happened, it's of no concern.

The only exception would, of course, have to be, as you say, deliberate damage, but how would they prove such a thing. If you pushed it off the table because you had some pixels gone and wanted a new one or if a kiddy pushed it off accidentaly.

I believe this is just typical insurance company attempting to get out of their responsibility as they so often do.

[cdee]

Originally Posted by Conniff

I don't agree with that. First Carling say "Probably the best lager in the world"

I believe this is just typical insurance company attempting to get out of their responsibility as they so often do.

Actually, that's Carlsberg.

I'm sure your last comment isn't the case. I'm sure it's an error of judgement on the part of the technician who assessed it.

As previous people have said, just ask them for a detailed explanation as to why they've come to this conclusion.

Likelihood is it will be overturned.

I'm sure the only reason they would have for rejected your claim is if there was clear evidence that it was deliberately damaged. If this wasn't the case and you have been truthful then I'm sure they'll come to the correct conclusion next time.

EDIT:

By the way, jc2K, don't get your hopes up for a refund or replacement. This would only be the case if your TV was not repairable or would be beyond economical repair. Looking over my Whateverhappens policy, it certainly doesn't give me the impression a refund or exchange would happen in the case of any breakdown; accidental or otherwise.

So far I've only ever experienced good service from whateverhappens when I've had breakdowns on my products.

[theEnemy]

A reassessment is the best course of action.

It may be best talking to the store manager. Depending on the store the can take it in and book it for repair for you. With the backing of a manager you should have more luck.

The policy does not cover cosmetic or deliberate damage/misuse, acts of god/severe weather conditions or theft. So if you "accidentally" crushed you iPod in a masonry vice, carve you initials into your TV screen, your laptop gets struck by lightning or it gets stolen or just has light marks on the casing (that doesn't affect the use of the product) - your buggered! Absolutely anything else your covered!