CARE PLANSbrought to you by
Q: Who do I call if I want my product repaired?
A: Call the number provided on the Care Plan documents and website – 0344 5061 1234
Q: How long does it take for my product to be repaired?
A: We will strive to repair all items within the 14 day maximum repair timescale. The 14 day repair promise starts from when we collect your item or when you drop your item to one of our stores. Repairs may be completed well within the timescale if parts are readily available. If parts need to be ordered through the manufacturer or other suppliers it may take longer. If the repair breaches the maximum repair time you can request a like-for-like replacement.
Q: Are there any excess charges?
A: No, we have no excess charges.
Q: What does a Care Plan protect my product against?
A: Your product is protected against mechanical breakdown or damage through mishap (other than cosmetic) and includes all parts, labour and callout charges.
In addition, your Care Plan includes:
- Unlimited repairs
- Worldwide protection
- Computing – Data recovery, virus & spyware removal, an annual healthcheck and 24/7 freephone support
- White Goods – An annual valet service
- Computing and TVs – the loan of a TV or laptop for the duration of the repair
Q: Can I pay by instalments?
A: Yes, we offer the option to pay on a PAYG basis by direct debit. This will run continuously until you no longer wish to continue the plan. On term agreement renewals we can offer to take the payments in full, or over 3 payments. New term agreements can be paid in full, or over 10 instalments.
Q: Can I renew when my Care Plan ends?
A: Once an agreement (between 1 - 5years) is coming to an end, we will send a letter around 6 weeks before it’s due to expire. We will include a quote for a 12 month extension. This will happen every year until the plan in no longer required.
Q: How long after buying a product do I have to take out a Care Plan?
A: We can offer Care Plans on products up to 12 months old, provided they are in fully functioning condition.
Q: Will the Care Plan protect me if I drop my product?
A: Yes, our Care Plan will cover mishaps. Damage caused by neglect, misuse or abuse of the product is excluded.
Q: Is there a charge for using my credit card?
A: No, we do not take any additional charges for any payment method.
Q: Why do I need a Care Plan when I have a manufacturer's guarantee?
A: A Care Plan protects your product against mishaps and includes all parts, labour and callout charges. A manufacturer's warranty does not cover for mishaps, only mechanical breakdown.
Timescales: A Care Plan promises a 14 day repair time. If it cannot be repaired, you will receive vouchers of the same value. Manufacturers' guarantees do not tend to have timescale promises for repairs.
Un-repairable items: A Care Plan will provide Currys PC World vouchers to the value of a like-for-like replacement.
Q: Aren't items already covered under my home insurance?
A: This question depends entirely on the terms of your home insurance. Care Plans are repair/replacement service agreements and not insurance. We do NOT cover for loss or theft. In general, home insurance will cover theft and mishap but not mechanical breakdown. Also there is usually an excess charge on a home insurance to any claims made. We do NOT charge any excess on any of the benefits of our plans.
Q: Will you match the price if I'm offered a cheaper quote from the manufacturer?
A: Care Plans have fixed prices and we will therefore not price match. Our benefits vary from the manufacturers; for example, no excess costs, so therefore our prices may be different. These answers are based on the current Terms and Conditions. Agreements taken out before October 2012 may have different benefits and entitlements.
Q: Who do I call?
A: Knowhow on 0344 561 1234.
Monday - Friday: 8am to 8pm
Saturday: 9am to 6pm
Sunday: 9am to 5pm
Q: What information do I need to provide?
A: Before you call, we recommend you have your Care Plan agreement or reference number to hand as you will be asked for the reference and to confirm the name and address on your agreement. We will then ask for details of the fault or damage to the product so we can diagnose the problem.
TVs, computers and peripherals: If we cannot resolve the issue over the phone, your product will be sent to our repair centre in Newark where our engineers will access and repair the product.
Kitchen and laundry appliances: We will organise an engineer visit as soon as possible. If we have diagnosed the problem over the phone and know what parts are required, we will arrange for the engineer to visit as soon as the parts become available.
Q: Once my repair is approved, what is the procedure?
A: TVs, computers and peripherals: If your product is being repaired at our repair centre you will be advised of a returns date. You will be given a 6 digit reference number for the repair which you can then track on the Knowhow website www.knowhow.com . If there are any changes to the return date, you will be contacted and advised of the change.
Kitchen and laundry appliances: Once an engineer repair visit has been booked for a specified date you will be given a reference number. The details of the visit will be explained to you once the repair has been booked.
Q: Can I go into a store to report a fault or mishap?
A: Yes the store can book a repair for you, or call the Contact Centre on your behalf for updates, reschedules and other information. When booking a TV, computer or peripheral repair through a store, the item will be collected from store and then returned to the store once repaired. This is ideal if you are not at home to wait for your product to be collected or returned to you.
Q: What happens if I've lost my paperwork?
A: Not a problem. If you are going into the store to book the repair just make sure you take two forms of identification; one being a photo ID and the other confirming your address, for example a utility bill. Alternatively you can request a replacement for your agreement by calling the Contact Centre on 0344 561 1234 .
Q: What is the procedure for an Instant Replacement agreement?
A: Instant Replacement agreements are dealt with in store only. Simply return the item to a store with your agreement documentation or receipt. If the fault/damage is confirmed, we will replace the item there and then.