Currys PC World: 'Whatever Happens Care Plan' not all that?
Currys/PC World got together in perfect harmony, but there's a lot of customers of theirs who are despairingly unhappy with them, specifically, the KnowHow 'What Happens' team. They are the people who are supposed to help you with your technical difficulties, faults in your purchases and general aftercare once you've shopped with Currys/PC World.
We received a message from a reader, angry that they'd been mucked around and after a 3 hour conversation with the KnowHow/Whatever Happens team, they were left furious and frustrated:
"I had a care agreement taken out in May 2013 and seriously do not have the energy to repeat my story but let me just say that I will NEVER buy an insurance policy called "Whatever happens" from Currys PC World again... I was attended by [a Currys/PC World member of staff] and was assured I had worldwide cover in case of mishaps with my camera... the customer service at KnowHow totally sucks. I will now never buy from Currys PC World again - EVER. Dixons KnowHow sure had some bullshit stories to get out of helping me out as per insurance agreement."
And they're not the only ones. Complaints and anger at the service is rife. There's been shoddy customer service and what appears to be a company not honouring basic requirements from policies and people getting the Ombudsman involved. One disgruntled KnowHow customer accused them of being "evasive" and said that they didn't fix what had been paid for.
It seems that people are under the impression that 'Whatever Happens' is a KnowHow insurance policy, when in fact, it isn't.
The service is offered as a care plan for anyone who spends over £150 at their stores and vows to repair or replace items damaged by anything from a 'minor hiccup to a major mishap'. For a monthly fee, they promise to sort out your technical woes. However, there are numerous stories and allegations online where customers are angry that they're being told that any damage caused isn't consistent with the accidents and mishaps described. That means, the KnowHow team can wriggle out of doing anything for you.
You might think that the service covers absolutely anything, with no exclusions (indeed, Bitterwallet has spoken to a variety of KnowHow vendors and they back this idea up), but the reality is that your devices won't be covered if there's cosmetic damage, neglect, misuse and, bizarrely, insect infestation.
The kicker here is that customers need to be aware that the KnowHow 'Whatever Happens' plan is not an insurance policy, which means it isn't regulated by the FSA, the FSCS and the Ombudsman. That means, if you want to take your complaint above the company, you will find it very difficult.
As the service is, in short, something that charges you for your already existing statutory rights, and indeed, seems to be causing widespread headaches, you might want to think again about taking the service on, especially when you can get TVs, laptops or whatever covered on your home insurance.
How To Cancel Your KnowHow 'Whatever Happens' Plan
If you've just signed up for the plan and are paying monthly, you can cancel within 14 days of purchase by calling them on 0844 561 1234. If you have bought a 2, 3 or 5 year term and aren't satisfied, you can cancel it within 45 days of purchase by calling the same number. If you haven't used the service, then ask them about a full refund as they've promised to do as such on their own website.
Or, if you'd rather write a letter, give your notice of cancellation at: Knowhow Customer Services, PO Box 1686, Sheffield, S2 5YB, England.