Currys PC World

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James Ian's complaint against Currys PC World

James Ian McFarlane

16/12/2016

[RESOLVED] - Complaint about Currys PC World - Product Support

Complaint against Currys PC World

Complaint about Currys PC World I purchased a Panasonic 42inch TV in February of 2016 from the Keighley shop West Yorkshire. I have just had my current account statement for the month of November 2016, I noticed a payment for £4.50 had been taken out of my credit-card for product support and did not know what it was for. Looking in Product Support AG complaints, I found a customer complaint that stated "I find that PC World has conned lots of customers, and most of them had no idea that they had been signed up to this without them knowing." his words !! Well regretfully I am another who had no idea they were being drawn into this service. No excuses and I suppose I should have noticed this sooner by paying more attention to my bank statements. I am a pensioner who doesn't catch on as quick as maybe I should but I would never knowingly have signed up for this and believe it not to have been properly explained to me - I never buy extended warranty deals etc. I read that the company has honourably resolved the previous issue to the benefit of the customer. I also wish for this to stop immediately please with no further deductions from my account and request similar refund to be placed back into my credit-card account. Is this possible? I look forward to your response Many Thanks Ian

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Currys PC World resolved this complaint

  • Comments (15)

TEAM KNOWHOW | | VERIFIED

Hi James, The payment that you refer to relates to a careplan on the TV. The careplan offers protection against any faults or 'mishaps' that you might have with the TV, and will automatically renew each month for as long as you wish to receive the benefits. If you would like me to cancel the agreement I would just need you to advise me of your address at the time of purchase. Richard

James Ian McFarlane | | VERIFIED

Many thanks Richard for such a speedy response. I confirm I would like you to cancel the agreement with immediate effect and the payment for December NOT to be taken from my account.. I would appreciate a private email address for me to supply my home address ( please email me direct) I note you do not confirm refund of monies taken despite me not been made fully aware of this service I was paying

James Ian McFarlane | | VERIFIED

User Responded via private message

James Ian McFarlane | | VERIFIED

As sent Richard

TEAM KNOWHOW | | VERIFIED

Hi James. I can confirm that your agreement has now been cancelled as requested. No further payments will be taken. Purchase of the agreement and details of the card mandate are detailed on the purchase receipt. Terms of the agreement are also provided at the time of purchase. These state no refund is available if cancelled after 14 days from payment. As such, I am unable to provide a refund. -CP

James Ian McFarlane | | VERIFIED

Thanks for responding. I will be taking the issue up with my bank but would ask why you cannot refund as requested. It is quite obvious that this is happening all the time so the incredibly large number of complaints / comments left about yourselves on the site lead me to believe that the company is WELL AWARE of what is going on here. I didn't agree to this so please refund and respond thanks

TEAM KNOWHOW | | VERIFIED

Hi James - thanks for getting back to us. Regrettably we're unable to refund the full amount due the reasons provided by my colleague. The details of the agreement would have been provided at the time of sale on your receipt, which does state that refunds are not available if cancelled 14 days after the payment. Please accept my apologies for any disappointment. Thanks - Emily

James Ian McFarlane | | VERIFIED

Not disappointed Emily - disgusted ! Refunds have been made in other case where it is clear a customer has been unaware of any agreement - comments on Money Saving expert.com may sum it up Sorry to see others suffering same problem but at least it proves the point that they are stiffing the consumer for charges to services customers refused and have never used because no-one knew the insurances e

James Ian McFarlane | | VERIFIED

Existed I did not enter into this agreement knowingly- it seems it has, like in many other case's,been forced on me by stealth. Shoddy practice seems to be being commented on by many people on several other websites( moneysavingexpect.com etc. Am I being fobbed off as a pensioner inn the hope that I will stop complaining ? Please refund - and stop doing this to other people. Thanks

TEAM KNOWHOW | | VERIFIED

Hi James - I do appreciate your feedback on the matter. Having reviewed your case, I would be happy to offer you a £45.00 BACS payment as a gesture of goodwill. This will cover the amount you have paid for the product support since February 2016. Could you kindly confirm your contact number so I can arrange for our Finance team to call you and process this payment. Thanks - Emily

James Ian McFarlane | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Hi James, Thanks for getting back to us. I have now forwarded your details onto our finance team. They will contact you within 72 hours to process the payment. Thanks. AK

James Ian McFarlane | | VERIFIED

Thank you Emily Your finance team contacted me and I gave them the details they required to reimburse me all the payments that had been taken unknowingly on my part from my bank account. I have not been to the bank but trust the payment will have been made. I thank you for handling the issue to customer satisfaction but believe it should have been dealt with at first refund request as requested,

TEAM KNOWHOW | | VERIFIED

No problem, you are very welcome James. -Marcus

James Ian McFarlane | | VERIFIED

Not happy with the way I had been treated by Currys sale staff.Not happy that I was originally refused reimbursement of my monies. Not happy I had to chase it ! Happy in the end that I got my money back
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