Whatever Happens™

WHATEVER HAPPENS™ is a comprehensive after-care service for products over £150.

It does exactly what it says and protects the product you have bought; everything from a minor hiccup to a major mishap. There are two levels of support, WHATEVER HAPPENS™ and WHATEVER HAPPENS™ PREMIER - both provide peace of mind at remarkably low cost.

This service gives you all of these valuable benefits:

Unlimited repairs

If your product goes on the blink - no matter how many times - we’ll put it right.

We’ll fix it or replace it

Our aim is to fix your product but in the unlikely event that we are unable to, you can request a replacement of equivalent specification.

We’ll come to you

If we can’t fix your problem over the phone, we can visit you within 2 working days after your call (in most places in the UK).
When we repair kitchen appliances, we carry parts on the van so we should be able to repair on our first visit.
For computers and TVs, we'll pick them up and take them to our specialist lab to repair.

Breakdown through mishaps

We will protect your product even if it breaks down due to a mishap.

Worldwide protection

We’ll protect your product even when using it abroad. If it goes on the blink and the repair costs £150 or less, get it done and send us the receipt when you return and we will send you a cheque. If the cost is over £150, you’ll need to get a quote for the cost of the repair. Then call us on +(44) 844 561 1234 as we will need to give it the OK before you proceed.

No fault found? No problem

Under your standard guarantee and many extended warranties, you may be charged for the engineer’s time if no fault is found. Even if we don’t find a problem, we won’t charge you a penny.

 

 

Whatever Happens™ Premier

If you pay a little bit more, you can upgrade to PREMIER. You get all the advantages of WHATEVER HAPPENS™ plus some extra benefits:

Faster repair times

If we can’t fix your problem within 7 days, you can request a replacement product to the equivalent specification.

We’ll come to you

If we can’t fix your problem over the phone, we’ll visit you within 2 working days after your call. So you don’t have to wait in, for TV and computer repairs, you can request a 2 hour time slot for your appointment.

How will I manage without my TV or computer?

If your TV or computer cannot be fixed on our first visit, we can provide you with a loan model.

Key benefits at a glance

 

WhateverHappens™

WhateverHappens™ premier

Just call one number

Unlimited repairs

We’ll fix it or we’ll replace it

Maximum repair time 21 days

Maximum repair time 7 days

Breakdown through mishap

Next day courier collection

Call before 10am

Call before 3pm

2 hour engineer time slot for computer and TV repairs

Worldwide protection

No fault found? No charge

Whatever Happens™
Instant Replacement

Instant replacement gives you 3 years' protection and applies to most products between £20 and £150.

If it develops a fault or breaks down, even as the result of a mishap, simply return it to the store for a replacement on the spot!

NO LIMITS

You are entitled to as many new replacement products as necessary during the 3 years of your agreement. Your agreement continues even if your product is replaced.

Whatever Happens™
Important Information

Visiting you at home

In some outlying areas of the UK (excluding the Isle of Wight) the extra distances involved mean that we’ll service your product as quickly as possible but our standard delivery and collection promises will not apply.

Your household insurance

Your insurance may provide you with some protection but:
  • You may not be protected for breakdown caused by mishaps or mechanical breakdown
  • Portable products may not be protected
  • Your annual premium may increase after your claim
  • You may have to pay an excess.

Replacement product

If we are unable to repair your product within 7 days for WHATEVER HAPPENS™ PREMIER and 21 days for WHATEVER HAPPENS™, you may request a replacement product. The replacement will usually be in the form of vouchers to enable you to purchase a product of equivalent specification. Occasionally you may receive a fully reconditioned product.
If you have originally purchased a product labelled as ‘previously owned’ or ‘non-pristine’ our 7 day and 21 day promises do not apply and you will receive vouchers to the value of the original price paid.
If you have bought WHATEVER HAPPENS™ for 2, 3 or 5 years and your product is replaced, your service agreement ends. We will send you vouchers for the remaining value to use when you next purchase a WHATEVER HAPPENS™ agreement. If you pay monthly your agreement will end.

If Currys, Currys Digital, PC World, Black or Dixons Travel ceased trading, would my product still be protected?

Yes. Our promise is to protect our customers’ product support agreements. There is an independently managed trust fund to meet all our obligations to our customers who have purchased a term agreement.

What are my legal rights?

The contents of this leaflet do not affect your legal rights, which include the right to a remedy for defective goods.
If you buy goods which are faulty when sold, you have the right to claim for a repair, replacement or refund for up to 6 years (5 in Scotland) from the date of purchase.
However, after the first 6 months you have to show that the fault was there when you purchased it and the longer it takes for the fault to show up the more difficult that becomes. Your support agreement gives you benefits, which are in addition to your legal rights and you have the assurance that your product will be repaired free of charge, if it fails at any time whilst the agreement is current. Further information about your legal rights can be obtained from your local Trading Standards Department, Citizens Advice Bureau or through Consumer Direct.
Your service agreement will be cancelled in the event of any fraud, or attempted fraud and you will not be entitled to a refund.

Do I have to purchase a support agreement at the same time as the product?

You can purchase a support agreement any time up to
one year from buying your product.
Product support agreements are not available on damaged products. Extended warranties may be available from other companies.

What is not included:

  • Regularly replaced items/consumable items
  • Built-in batteries
  • Cosmetic damage where it does not affect the operation or safety of the product
  • Repair costs that have not been approved
  • Damage or breakdown due to flood, wind or other severe weather conditions
  • The cost of repairing or replacing a product which fails because anyone neglects, abuses or misuses the product
  • Any service or benefit where the product support agreement has been suspended
  • Inoperability of a product caused by withdrawal of services by a third party
  • Theft or any loss suffered if you cannot use the product or any loss other than repair or replacement
  • Any claim where your monthly payment has not been received
  • Protection for dishwashers, vacuum cleaners, cooking and laundry products if used for business

Cancellation Period

If you pay monthly you can cancel within 14 days of purchase by calling us on 0844 561 1234. Providing the service has not been used we’ll give you a refund on any payment made. After this period you can cancel at any time by calling us on 0844 561 1234, but please note that if you do this you will not receive a refund.
If you have bought a 2, 3 or 5 year term and are not completely satisfied, you can cancel it within 45 days of purchase. Please call us on 0844 561 1234 and if you haven’t used the service we’ll give you a full refund. If you want to cancel your agreement after 45 days from purchase you’ll be entitled to a pro rata refund.
You may also give notice of your intention to cancel your agreement by writing to us at:
KNOWHOW™ Customer Services, PO Box 1686,
Sheffield S2 5YB, England.

Calls charged at 5p per minute from a BT landline, calls from other networks may vary.

Your service agreement is with DSG Retail Ltd. Registered office Maylands Avenue, Hemel Hempstead, Herts HP2 7TG. Registered in England number 504877.

Conditions of our other services:

AERIAL INSTALL & TUNE

  • Ask a member of staff to book your appointment in-store for a day that suits you (AM or PM appointments available). Alternatively, just give us a call on 0845 017 9710
  • The service is conducted by our partner OrderWork
  • What you need to do before we arrive:
    • Ensure you are at home on the morning or afternoon of the appointment
    • Ensure the engineer will have front, side and rear access to your property
  • Here’s what we’ll do
    • Supply and install a new, high quality digital aerial compatible with your location
    • Cable it to your Freeview receiver and TV
    • Scan and tune in all available digital channels
    • Give you a demonstration and answer any questions you have
  • Here’s what we won’t do
    • Channelling of cables, except directly from the outside to inside of your property at a convenient location
    • Installations above 3 storeys high
    • Commercial premises

AERIAL FAULT & FIX

  • Ask a member of staff to book your appointment in-store for a day that suits you (AM or PM appointments available). Alternatively, just give us a call on 0845 017 9710
  • The service is conducted by our partner OrderWork
  • What you need to do before we arrive:
    • Ensure you are at home on the morning or afternoon of the appointment
    • Ensure the engineer will have ladder location access to your aerial
  • Here’s what we’ll do
    • Replace any damaged or worn out aerial parts and aerial cabling
    • Re-align your aerial for optimum signal strength
    • Scan and tune in all available digital channels
    • Give you a demonstration and answer any questions you have
  • Here’s what we won’t do
    • Supply a replacement TV or Freeview receiver or aerial
    • Channelling of cables, except directly from the outside to inside of your property at a convenient location
    • Installations above 3 storeys high
    • Commercial premises

AERIAL MULTIROOM INSTALL & TUNE

  • Service only available when bought with AERIAL INSTALL & TUNE or AERIAL FAULT AND FIX
  • Service subject to service terms of AERIAL INSTALL & TUNE or AERIAL FAULT AND FIX
  • Here’s what we’ll do
    • Supply and install an aerial cable
  • Connect it to your existing aerial system and Freeview receiver/TV
  • Scan and tune in all available Freeview channels
  • Give you a demonstration and answer any questions you have

FREESAT SET UP & DEMO

  • Ask a member of staff to book your appointment in-store for a day that suits you. Alternatively, just give us a call on 0844 561 1234
    • What you need to do before we arrive:
    • Ensure you are at home on the day of the appointment
    • Ensure you have an existing satellite dish (that worked and was previously in service) on your house and cabling to the location where you want your Freesat receiver
  • Here’s what we’ll do
    • Set up your Freesat® receiver and connect it to your existing dish, TV and cabling
    • Tune in all available channels
    • Demonstrate and answer any questions you have
  • What we don’t do
    • Supply the TV and Freesat® receiver. You need to purchase these separately
    • Supply cables/cabling
    • Routing wires and cables within walls
    • Installations above 3 stories high
    • Chimney and roof installations
    • Commercial premises
    • Supply additional cables such as SCART, Component and HDMI

FREESAT INSTALL & DEMO

  • Ask a member of staff to book your appointment in-store for a day that suits you. Alternatively, just give us a call on 0844 561 1234
  • What you need to do before we arrive:
    • Ensure you are at home on the day of the appointment
    • Ensure the engineer will have front, side and rear access to your property
  • Here’s what we’ll do
    • Supply and install a new satellite dish and associated cabling
    • Set up your Freesat® receiver(s) and connect to your TV(s)
    • Tune in all available channels
    • Demonstrate and answer any questions
  • What we don’t do
    • Supply the TV and Freesat® receiver. You need to purchase these separately
    • Routing wires and cables within walls
    • Installations above 3 stories high
    • Chimney and roof installations
    • Commercial premises
    • Supply additional cables such as SCART, Component and HDMI

FREESAT+ INSTALL & DEMO

  • Ask a member of staff to book your appointment in-store for a day that suits you. Alternatively, just give us a call on 0844 561 1234
  • What you need to do before we arrive:
    • Ensure you are at home on the day of the appointment
    • Ensure the engineer will have front, side and rear access to your properly
  • Here’s what we’ll do
    • Supply and install a new satellite dish and associated cabling
    • Set up your Freesat®+ receiver(s) and connect to your TV(s)
    • Tune in all available channels
    • Demonstrate and answer any questions
  • What we don’t do
    • Supply the TV and Freesat®+ receiver. You need to purchase these separately
    • Routing wires and cables within walls
    • Installations above 3 stories high
    • Chimney and roof installations
    • Commercial premises
    • Supply additional cables such as SCART, Component and HDMI

HOME THEATRE SET UP & DEMO

  • Ask a member of staff to book your appointment in-store for a day that suits you (AM or PM appointments available). Alternatively, just give us a call on 0845 017 9710
  • The service is conducted by our partner OrderWork
  • What you need to do before we arrive:
    • Ensure you are at home on the morning or afternoon of the appointment
    • Ensure you have the audio visual products you want us to install to hand.
    • It’s generally best if you have not opened any new products
    • Ensure you have all the leads and cables needed
  • Here’s what we’ll do
    • Un-box all new audio visual equipment and remove/recycle the packaging (if required)
    • Connect and set up your new and existing equipment
    • Configure, calibrate and optimise the equipment
    • Cable clip the leads and cables to the skirting board if required)
    • Demonstrate the equipment and answer any questions you have
  • What we don’t do
    • Supply cables, these come with your products, or you will need to purchase any additional cables separately
    • Supply brackets and mount on wall or ceiling
    • Routing cables within walls

NETWORK SET UP & SECURE

  • Ask a member of staff to book your appointment in-store for a day that suits you. Alternatively, just give us a call on 0844 561 1234
  • What you need to do before we arrive:
    • Ensure you are at home on the day of the appointment
    • Ensure you have the network, computer and peripheral products you want us to install to hand
    • It’s generally best if you have not opened any new products<
    • Ensure you have all the leads and cables needed
    • Check with your broadband provider that your service is active
    • Ensure you have your broadband ISP details
    • Make sure you have all the micro filters you need (one per each device on your telephone line)
  • Here’s what we’ll do
    • Connect any four network products.
      For example, a router, a desktop, a PC and a games console
    • Un-box all new equipment and remove/recycle the packaging (if required)
    • Set up your Internet router and connect and set up, up to four devices (not just PCs) to the network
    • Configure the router, ensuring it is fully safe and secure including changing the admin password, future proofing the wireless encryption and setting up any built-in parental controls
  • Set up your printer, file sharing and Internet
    • Fully test your network and show you how it works.
    • We’ll remind you of any passwords set up
    • Demonstrate the equipment and answer any questions you have
    • connection on all networked PCs included in the
    service cost
  • What we don’t do
    • Supply cables (other than those supplied with new equipment), you will need to purchase any cables you need in-store
    • Supply and fit brackets
    • Wall and ceiling mounting
    • Within wall cabling

FAULT & FIX SERVICES

  • If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair.
  • We will make reasonable efforts to repair your product, subject to the availability of any parts required.
  • You will pay a fee that covers carriage and to diagnose the fault. This is non-refundable unless we cannot repair your product.
  • We will agree a maximum cost for the repair with you.
  • If the cost of the repair is less than the maximum you have agreed, we will repair your product and you will pay for the repair when you collect your product. You will pay the actual repair cost, which may be lower than the maximum you have agreed. This is in addition to the up-front payment.
  • If the cost of the repair is greater than the maximum you have agreed, we will contact you with the repair cost. If you agree, we will repair your product and you will pay for the repair
    • when you collect your product. This is in addition to the deposit.
  • If you decline, we will return your product to you unrepaired. The deposit will not be refunded.
  • Our repair work is guaranteed for 3 months from the date the product is returned to you.