Sales staff misleading customers about extended warranties
Customers are being sold lies about extended warranties, by sales staff who have no idea what they mean, a Which! report has discovered. They sent in some sneaky mystery shoppers to find out whether things had improved since the OFT found that consumers weren’t getting enough information. The answer is a resounding no.
Which! minions found that the information they received from sales staff was either exaggerated, wrong, or plain bonkers. In one case, a salesperson at Currys/PC World incorrectly stated that an extended warranty covered ‘everything’ and ‘would even cover someone pulling the door off your washing machine at a party.’
(‘What a party that was, man. There was Lenor EVERYWHERE.’)
John Lewis gave the best information about extended warranties, but Which! still maintain that they don’t offer value for money. Most goods are guaranteed for a couple of years as a matter of course, and the Sale of Goods act gives consumers the right to get refunds on faulty purchases anyway. And it doesn’t help matters that sales staff are talking complete baloney and misleading customers.
Over to you Ricardo Lloyd:
‘Some high street retailers are making inaccurate and exaggerated claims about extended warranties to get people to purchase cover they may not need. Retailers should make sure their staff provide accurate information so consumers can decide whether to buy an extended warranty. We also want extended warranties to be regulated by the Financial Conduct Authority.'