Currys PC World

3.00 stars

2587 Reviews

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SAVE ON YOUR INSURANCE

Michael's complaint against Currys PC World

Michael Cotter

27/06/2016

[RESPONDED] Product Support AG

Complaint against Currys PC World

I have just noticed there is a monthly product support charge set up without my knowledge or active agreement being taken from my credit card. Please stop taking these payments and refund those you have already taken.

  • supporters 0

Currys PC World has responded

  • Comments (30)

KNOWHOW TOHELP | | VERIFIED

Hi Michael, Concerned to learn that. So we can look into that for you can you Private Message us as much of the following info as possible: - Your full name and address - date of purchase - branch number - receipt number - your product support reference number Once in receipt we will be able to investigate the issues that you have raised. Kind regards, Gary The Knowhow Social Media team

Michael Cotter | | VERIFIED

User Responded via private message

KNOWHOW TOHELP | | VERIFIED

Thanks Michael The payment relates to a careplan on a HP laptop purchased in September 2014. The careplan offers protection against mechanical breakdown and 'mishaps', for as long as you wish to receive the benefits. I have since requested for the agreement to be cancelled and no further payments will be requested. I wouldn't however be able to offer a refund of any previous payments made in accordance with the terms of the agreement. Richard Richard

Michael Cotter | | VERIFIED

User Responded via private message

KNOWHOW TOHELP | | VERIFIED

I'm sorry you remain unhappy on this matter Michael. Given the details of the product support agreement are printed on your original receipt and payment appears in each of your monthly statements thereon, we would consider this to be sufficient notice of such an agreement. We do allow a period of grace (usually up to 3 months after purchase) whereupon we can assist with payment refunds. Sadly as you are outside this period by a substantial margin, we are unable to assist further.

KNOWHOW TOHELP | | VERIFIED

Naturally you are welcome to seek further advice from a 3rd party on this matter should you wish to do so. Marcus

Michael Cotter | | VERIFIED

Many thanks for your candid, though non-constructive response. I have bought approximately 15-20 products from your companies over the past 15 years and never before (knowingly) taken any form of extended warranty or product support. I did not ask for any support on that occasion, and would have declined it if I had been asked. I have never used this product (I did not even know I had it). I deeply resent this mis-selling and will in future place my business with an alternative retailer.

Michael Cotter | | VERIFIED

Furthermore, I will now take this issue forward in a more formal setting as it would seem that a sensible discussion avenue is not available. Please let me know your formal complaints procedure, with relevant contact details.

KNOWHOW TOHELP | | VERIFIED

Hi Michael, Just to clarify I have logged a customer services case for you under reference cc3093567 as per the complaint procedure we follow. I have also passed the details of your experience back to the store manager for our Sittingbourne store, in order for them to review their training procedures. Regrettably given the date of purchase, it would not be possible to substantiate the conversation which took place at this point. My apologies for any disappointment previously caused. Marcus

Michael Cotter | | VERIFIED

Euphemistic descriptions such as disappointment are wholly inappropriate. I am very angry, and feel that I have effectively had money stolen from me. I have not received a single iota of service for the charge levied (I didn't even realise I had that service). In my books this is theft by deception. I appreciate I Should have noticed it on my card bills earlier but the innocuous nature of the description meant I overlooked it. Your company's response is woefully inadequate and unacceptable

Michael Cotter | | VERIFIED

I have never received any form of service for the money paid!

KNOWHOW TOHELP | | VERIFIED

Apologies that you feel this way Michael. As previously advised naturally you are welcome to seek further advice from a 3rd party on this matter should you wish to do so - Ian

Michael Cotter | | VERIFIED

Thanks Ian; please let me know the scope of the "customer services case cc3093567" and when I will be made aware of the outcome. I have discussed this case with colleagues and an advice service and am appalled to realise that this form of mis-selling is rife. I maintain that I did not ask for any product support. I would certainly have declined such support if offered. Can you please forward me a copy of the signed agreement where I "requested " support. Please escalate this complaint.

Michael Cotter | | VERIFIED

I would appreciate a switch and suitably detailed response to these inquiries as I would wish to escalate to the ombudsman should we fail to reach a satisfactory conclusion. I appreciate that I will need to have exhausted the avenues provided by your company prior to pursuing this route. Kindest regards, Michael

KNOWHOW TOHELP | | VERIFIED

Hi Michael, As previously highlighted, sadly due to the timeframe involved, we would be unable to substantiate what was advised at the point of sale. However we have ensured the Sittingbourne manager has been notified of your experience, so they can review their training procedures. As this would be an internal process, you would not be made aware of the outcome.

KNOWHOW TOHELP | | VERIFIED

The product support was taken out under your credit or debit card details and as such confirmation of acceptance was in the form of payment by chip and pin. You are welcome to seek third party advice and escalate the matter in this manner, however our position on the matter has already been outlined. Kind regards, Marcus.

Michael Cotter | | VERIFIED

You have not indicated the scope or conclusion of cc 3093967. Have I now exhausted all of your processes? Please provide the documentation requested to support your assumption that I wished to have product support. I remind you that the ombudsmans guidance on this facet of the transaction is they will find in favour of the complainant where no such supporting documentation is available. I would like a full refund of all monies taken as this was achieved by deception despite me declining it.

KNOWHOW TOHELP | | VERIFIED

Hi Micheal, Thanks for your further post. As detailed on your original receipt under heading "£product support" next to "Monthly Payment" is the mandate reference number. The receipt was stapled to the full t&c's of the Agreement. It is the consumers responsibility to check the receipt details are correct within a reasonable time after purchase. We are therefore unable to agree you were not made aware of this at the time of purchase. - Jay

Michael Cotter | | VERIFIED

Hello Jay, this is clearly the nub of our disagreement. I was offered a product which I declined. I was unaware it had been added as the price I paid was as agreed. The inoccous description on my credit card slips did not alert me as to what the payment was for. This is deception. I am pursuing this claim to the end......have I now exhausted all of "Currys" procedures, as I will escalate to the ombudsmans if that is the case. The ombudsmans guidance notes places the onus on the retailer!

KNOWHOW TOHELP | | VERIFIED

Thanks Michael I'm sorry that on this occasion we have been unable to offer a resolution. Our position will however remain the same. Richard

Michael Cotter | | VERIFIED

Richard, I would appreciate a straight answer please " have I now exhausted all of your companies procedures" ? Thanks, Michael

KNOWHOW TOHELP | | VERIFIED

Yes Michael There are no further escalation routes within our business. I would advise seeking the advice of a third party consumer body should you feel the advice given is incorrect. Richard

Michael Cotter | | VERIFIED

Many thanks Richard, will do. In the meanwhile be assured that I have bought my last item from the Currys/ Dixons / PC World stable. Kindest regards, Michael

Michael Cotter | | VERIFIED

P.S. I will update this complaint progress as I pursue redress via the ombudsman. And hopefully guide others in successful pursuit of the same.

KNOWHOW TOHELP | | VERIFIED

Understood Michael. As this is not a form of insurance there is no ombudsmen. - Jay

Michael Cotter | | VERIFIED

What a wonderfully telling comment. I am aware that your group has used a very cleverly packaged product which insulates you from scrutiny by the financial and insurance ombudsmen. I am equally aware that your group do not subscribe to ADR via the high street retailers ombudsman; if that does not eloquently describe what a scurrilous group you are then I do not know what does? However, you are subject to law; I wonder what a small claims court judge will decide? Maybe you need more publicity?

KNOWHOW TOHELP | | VERIFIED

Sorry you feel this way Michael. As the agreement is a Support Agreement, not insurance, there is no ombudsman. The agreement is cancelled, but no refund due as per the terms and conditions of the agreement provided to you at the time of purchase. - Carrie.

Michael Cotter | | VERIFIED

Dear Carrie, The agreement does not exist. I did not ask for or agree to this support package. The fact that your company has foisted it on me does not imply that I agreed. That fact I have noticed so late is a matter of deep regret for me. Your company is nothing short of a shark taking advantage of prey....the fact that you classify your support package socarefully is to deprive the UK exchequer of its rightful share and the customer of ready redress. Shame on you. Small Claims Court.

Michael Cotter | | VERIFIED

Having spent a significant amount of time reading up on this "issue" I see that I am far from an isolated case and your company seems to thrive on stealing from unsuspecting consumers. I do believe it is time this activity was highlighted in consumer protection TV programmes and with Trading Standards also. You truly are a bunch of thieves and the sooner the public realise this the swifter you will mend your ways.

KNOWHOW TOHELP | | VERIFIED

While it is always concerning to receive negative feedback, it is only through receiving such comments that we can address and improve the service experience that we offer to our customers. Kind regards, Gary The Knowhow Social Media Team
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