Whatever Happens™ Care Plans - Televisions
When you purchase your new TV your product guarantee will provide cover for mechanical and electrical breakdown. Our Whatever Happens™ Care Plan is a more comprehensive after-care service designed to give you complete peace of mind.
It protects the product you’ve just bought from a minor hiccup to a major mishap.
There are two levels of support, Whatever Happens™ Care Plan and Whatever Happens™ Care Plan Premier.
Upgrading to our Whatever Happens™ Care Plan Premier guarantees the same support but with additional benefits, such as shorter repair times, or the loan of a TV if your own needs to be sent to our repair lab to be fixed. Alternatively, if your TV cost less than £150 you can purchase Instant Replacement™ protection. To find out more click HERE.
*Please note that customers choosing a monthly Whatever Happens™ Care Plan will have a recurring payment taken from their chosen payment card on the same date each month.
To find out more about our Care Plan watch this video
Here’s a table to show the key benefits of each Care Plan:
Benefits at a glance
Whatever Happens™ Care Plan
Whatever Happens™ Care Plan Premier
We'll fix or replace it
If we are unable to repair, we’ll replace it with the same or similar product.
Max repair time 7 days*
Breakdown through mishaps
Because incidents do happen, even to the most careful of us!
Parts and labour costs covered
No expensive charges for parts and labour – we’ll pay for them all.
No fault - no charge
If no fault is found we won’t charge.
Request a replacement
If your TV goes wrong again after the 3rd repair you can request a replacement.
You don’t have to wait in all day; you can request a time slot for collection.
24/7 freephone support
Need help connecting your TV to the internet? Want advice on how to calibrate your TV? We’re always on hand to help solve your queries.
Loan TV to keep you going
If we need to send your TV to our repair lab, you can request a loan TV to keep you going.
If you take your product abroad, it’s still protected.
*7 day maximum repair time starts from when we collect your item or when you drop your item to one of our stores. Return transit time is excluded.
*Please note that customers choosing a monthly Whatever Happens Care Plan will have a recurring payment taken from their chosen payment card on the same date each month.
WHATEVER HAPPENSTM CARE PLAN
WHATEVER HAPPENSTM CARE PLAN PREMIER
The Small Print
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. Whatever Happens™ Care Plan and Instant Replacement™ are subject to availability. We may choose not to offer these on some products. For full terms and conditions please see your printed validation document.
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
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. 7/21 day maximum repair time starts from when we collect your item or when you drop your item to one of our stores. Return transit time is excluded. 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 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 years in Scotland) from the date of purchase.
Your Care Plan 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 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 from the start and the longer it takes for the fault to show up the more difficult that becomes. Whatever Happens™ gives you benefits which are in addition to your legal rights and your product will be repaired free of charge if it breaks down or malfunctions at any time while your Care Plan is current without you having to prove that the fault was present at time of sale. Further information about your legal rights can be obtained from your local Trading Standards Department or the Citizens Advice Bureau. 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, including:
- Built-in batteries
- Bulbs and lamps (except for bulbs used in rear projection TV)
- 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.
- Damage or breakdown due to fire, unless caused by an electrical malfunction within the product.
- The cost of repairing or replacing a product which fails because anyone neglects, abuses or misuses the product.
- The cost of repairing or replacing a product which has been exposed to insect infestation (or similar phenomenon) or human or animal fluid/matter.
- Any service or benefit where the Care Plan has been suspended.
- Inoperability of a product caused by withdrawal of services by a third party.
- Software or data.
- Protection for dishwashers, vacuum cleaners, cooking and laundry products if used for business.
- Image retention on plasma, LCD, LED, 3D or rear projection screens.
- Theft or any loss suffered if you cannot use the product or any loss other than repair or replacement.
- Cost of Data Recovery if unit needs to be sent to specialist laboratory.
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 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.