FAQ'S

Safeguarding our customers in the sale of Service Contracts.

We want our customers to be given all the facts so that you can make an informed choice on your purchase. The following information acts as a guide on our contracts:

Why do I need to cover my appliance?

When you, as a customer, makes a purchase, whether major or minor, you put trust in the brands, retailer and manufacturing that goes into supplying this appliance. On occasion you may find that some or the purchases go faulty after a period of time. There are different factors that need to be considered:

- Usage,

• low usage could create faults i.e. dust getting into a fan on a Television or Computer.

•High usage could reduce the life span of the appliance.

- Environment.

• Hard and soft water supplies affect some appliances life spans differently.

• Moving the appliance around the house, or moving home can affect appliances, i.e. electrical joints can be broken, or misalign.

- Economy

• As the economy changes, do we know whether we will have the spare cash in three or five years to afford to repair or even replace the washing machine, cooker or the television. Imagine an Easter or Christmas without a cooker.

Does this Service Contract affect my legal rights?

The contents of the Service Contracts does 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 or replacement for up to six years (five in Scotland) from the date of purchase. However, after the first six months you have to show that a fault was there from the start and the longer it takes for the fault to show up the more difficult that becomes.

• We give customers benefits that are in addition to legal rights and you have the assurance that the appliance will be repaired free of charge if it fails at any time whilst your contract is current.

What if I have Household Insurance?

Some household Insurance policies offer Insurance for appliance but:

• This may not cover breakdown caused by mishaps or mechanical breakdown.

• Portable appliances may not be covered.

• There may be a claim limit or excess.

• The annual premium may increase after a claim.

I have Multi-appliance and Credit Card Insurance Some customers may have already purchased or been given cover that will extend to appliances in the home. Please keep in mind the following:

• The free cover may have a very low claim limit or high excess. Ask yourself if the customer appliance is worth more than the cover you have?

• Some credit card companies have now removed this service. It is worthwhile checking that you are still covered.

• Some insurance are limited to a type of appliance, some Multi-appliance and credit card insurance only offer cover on a limited amount of White goods.

Can I purchase an extended guarantee or support package from someone else?

• Yes. We would recommend that you compare what other companies offer. If the appliance is replaced, is the remainder of the Service Contract cancelled?

• If the appliance is replaced the Service Contract will end and you can purchase a new Service Contract when we replace the appliance.

How is the money I paid for the Service Contract looked after?

• We insure our liabilities with third party Insurance companies. This means that should we insure a lot of appliances that are unexpectedly faulty that the Insurance Company will foot the bill protecting our business.

Are we saying that certain brands of appliances are prone to failure?

• No absolutely not, however we understand that even the very best of appliances can breakdown. Cancellation / Cooling off period Rights

• If you are not completely satisfied with the Service Contract they can cancel it within 45 days of purchase. If you want to cancel after 45 days from purchase, you will be entitled to a pro-rata refund.

Are their any exclusions?

Yes, but these are kept to a sensible minimum. Cover does not include cleaning, tuning, batteries, blockages, misuse or accidental breakage and the like. Your household insurance may give you cover against accidental breakage, fire, theft, flood.

How do I make a claim?

You simply call the warranty administrators on 0845 8630 505 to register a claim, opening hours are 9am - 5pm Monday to Friday.