WHATEVER
TM
HAPPENS:
COMPUTING ,
If anything goes wrong, we ll put it right
WHATEVER
TM
HAPPENS:
COMPUTING
, If anything goes wrong, we ll put it right
To find out more... • Phone: 0844 561 4000 • Email: whateverhappens@thetechguys.com • Online: www.thetechguys.com • Write to: Customer Services, PO Box 1686,
Sheffield S2 5YB, England
If your PC lets you down, we’ll fix it or we’ll replace it
If you require this literature in an alternative format such as Braille, audio cassette or large print, please contact Customer Services on 0844 561 4000
You can have a loan laptop to keep you running Most PC problems can be fixed over the phone using our clever remote fix technology Whenever you need us, just call any time 24/7
TechGuys. Keeping you up and running DSG000230
WEH Computers.indd 1-2
TechGuys. Keeping you up and running
Aug 09 V.1.0
10/8/09 09:54:59
TM
WHATEVER HAPPENS : COMPUTING Whatever Happens is a comprehensive after-care service from the TechGuys for products costing more than £150.
Without Whatever Happens product support, your repairs could be expensive... TM
Without Membership
With Membership
Replacing the LC screen on a Toshiba laptop
£225
INCLUDED
Replacing the memory and CPU on a Packard Bell desktop PC
£122
INCLUDED
TM
It does exactly what it says, and protects the product you have bought, from a minor hiccup to a major mishap. There are two levels of support, Club and Premier Club. Both provide peace of mind at remarkably low cost. Wherever you are, whenever you need us, the TechGuys are waiting to help.
The TechGuys are here to keep you up and running. They are experts with technical stuff and always on hand to help. Hundreds are ready on the road UK-wide to fix all sorts of things in customers’ homes, from digital streaming to descaling dishwashers. Hundreds more are ready to help you at our in-store clinics in all PC World stores and selected Currys stores.
If your product goes wrong, we’ll put it right or we’ll replace it Unlimited repairs no matter how many times you need us
We hope your product serves you well. If it does go wrong – no matter how many times you need our help – the TechGuys will put it right. And if all the efforts and expertise of our TechGuys can’t repair your product, we’ll replace it.
Our 24 hour helpline is available 365 days a year. If you need help or advice for your hardware or preinstalled software, just call our helpline.
Some of the many other things the TechGuys can help you with...
It couldn’t be easier!
There are two levels of Whatever Happens support: TM
CLUB membership provides:
Premier Club membership gives you:
• Unlimited repairs
• Unlimited repairs
• Product fixed within 28 days or replaced
• Product fixed within 10 days or replaced
• Round-the-clock help
• Round-the-clock help • A loan laptop while your PC is being repaired • Your choice of a 3 hour time slot for our TechGuy to visit
WEH Computers.indd 3-4
Who are the TechGuys?
The TechGuys offer over 40 services to help you get the most out of your products and to keep you up and running. To see a full menu of the TechGuys services, ask in-store or visit us online at www.thetechguys.com
Instant Replacement service For most products costing between £40 and £150 the TechGuys offer a no-quibble Instant Replacement service. So, if your product lets you down, even through a mishap, we’ll replace it on the spot at any Currys, Currys Digital or PC World store. Your product can be replaced as many times as necessary over a three year period. For full details please see our Instant Replacement pack or ask in-store; give us a call on 0844 561 4000 or look online at www.thetechguys.com
10/8/09 09:55:02
TM
WHATEVER HAPPENS : COMPUTING Whatever Happens is a comprehensive after-care service from the TechGuys for products costing more than £150.
Without Whatever Happens product support, your repairs could be expensive... TM
Without Membership
With Membership
Replacing the LC screen on a Toshiba laptop
£225
INCLUDED
Replacing the memory and CPU on a Packard Bell desktop PC
£122
INCLUDED
TM
It does exactly what it says, and protects the product you have bought, from a minor hiccup to a major mishap. There are two levels of support, Club and Premier Club. Both provide peace of mind at remarkably low cost. Wherever you are, whenever you need us, the TechGuys are waiting to help.
The TechGuys are here to keep you up and running. They are experts with technical stuff and always on hand to help. Hundreds are ready on the road UK-wide to fix all sorts of things in customers’ homes, from digital streaming to descaling dishwashers. Hundreds more are ready to help you at our in-store clinics in all PC World stores and selected Currys stores.
If your product goes wrong, we’ll put it right or we’ll replace it Unlimited repairs no matter how many times you need us
We hope your product serves you well. If it does go wrong – no matter how many times you need our help – the TechGuys will put it right. And if all the efforts and expertise of our TechGuys can’t repair your product, we’ll replace it.
Our 24 hour helpline is available 365 days a year. If you need help or advice for your hardware or preinstalled software, just call our helpline.
Some of the many other things the TechGuys can help you with...
It couldn’t be easier!
There are two levels of Whatever Happens support: TM
CLUB membership provides:
Premier Club membership gives you:
• Unlimited repairs
• Unlimited repairs
• Product fixed within 28 days or replaced
• Product fixed within 10 days or replaced
• Round-the-clock help
• Round-the-clock help • A loan laptop while your PC is being repaired • Your choice of a 3 hour time slot for our TechGuy to visit
WEH Computers.indd 3-4
Who are the TechGuys?
The TechGuys offer over 40 services to help you get the most out of your products and to keep you up and running. To see a full menu of the TechGuys services, ask in-store or visit us online at www.thetechguys.com
Instant Replacement service For most products costing between £40 and £150 the TechGuys offer a no-quibble Instant Replacement service. So, if your product lets you down, even through a mishap, we’ll replace it on the spot at any Currys, Currys Digital or PC World store. Your product can be replaced as many times as necessary over a three year period. For full details please see our Instant Replacement pack or ask in-store; give us a call on 0844 561 4000 or look online at www.thetechguys.com
10/8/09 09:55:02
e or , neer laptop
TM
WHATEVER HAPPENS : CLUB
, We ll help to protect your PC Did you know that almost 1 in 3 PCs we check has a virus? For the lifetime of your Whatever Happens agreement you will benefit from a PC Tune up every 12 months. Simply return your PC to your nearest PC World store or selected Currys stores and we’ll carry out the PC Tune up for you. TM
Worldwide protection Whatever Happens Club gives you all these valuable benefits: TM
Unlimited repairs We hope your product serves you well. If it does go wrong – no matter how many times you need our help – we’ll put it right.
, We ll fix it, or replace it
We will fix your product usually within 28 days. In the unlikely event that we are unable to do this, we’ll give you a replacement product of equivalent specification. Desktop PC Repairs If we can’t fix the desktop PC over the phone, call before 10 am and we will send an engineer to you the next working day. Laptop Repairs If we are unable to fix your laptop over the phone, call us before 10 am and we will arrange for a courier to call the next day to collect your laptop and bring it to our specialist laptop repair centre.
What if something happens to your PC while you are abroad? Don’t worry, if you’re not in the UK and you need to get your product fixed, find out how much it will cost to get it repaired. If it costs £300 or less for a laptop, or £150 for any other product, pay for the repair and claim the cost of the repair back from us when you return home. You will need a receipt showing the cost of the repair.
Data Recovery Have you ever deleted a file by mistake? Your Whatever Happens agreement includes a data recovery service to help retrieve important files which may have been lost, deleted; or to rescue files which may have been corrupted. TM
Excludes Linux operating systems, Apple Mac
TM
and external hard drives.
C lub membership discounts As a valued Whatever Happens Club member, you are entitled to a 5% discount on TechGuys services. We can help with wireless network or printer installation and can set you up with our Data Vault service to keep all your files safe. For further information on the many services we can provide for computing, television, kitchen appliances, hi-fi equipment and many other products, please ask for details or visit us at www.thetechguys.com TM
If your product breaks down due to a mishap... Your Whatever Happens agreement will protect your product even if it breaks down due to a mishap. TM
No charge if no fault found 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 can’t find a problem with your product, we won’t charge you a penny.
WEH Computers.indd 5-6
5%
10/8/09 09:55:07
e or , neer laptop
TM
WHATEVER HAPPENS : CLUB
, We ll help to protect your PC Did you know that almost 1 in 3 PCs we check has a virus? For the lifetime of your Whatever Happens agreement you will benefit from a PC Tune up every 12 months. Simply return your PC to your nearest PC World store or selected Currys stores and we’ll carry out the PC Tune up for you. TM
Worldwide protection Whatever Happens Club gives you all these valuable benefits: TM
Unlimited repairs We hope your product serves you well. If it does go wrong – no matter how many times you need our help – we’ll put it right.
, We ll fix it, or replace it
We will fix your product usually within 28 days. In the unlikely event that we are unable to do this, we’ll give you a replacement product of equivalent specification. Desktop PC Repairs If we can’t fix the desktop PC over the phone, call before 10 am and we will send an engineer to you the next working day. Laptop Repairs If we are unable to fix your laptop over the phone, call us before 10 am and we will arrange for a courier to call the next day to collect your laptop and bring it to our specialist laptop repair centre.
What if something happens to your PC while you are abroad? Don’t worry, if you’re not in the UK and you need to get your product fixed, find out how much it will cost to get it repaired. If it costs £300 or less for a laptop, or £150 for any other product, pay for the repair and claim the cost of the repair back from us when you return home. You will need a receipt showing the cost of the repair.
Data Recovery Have you ever deleted a file by mistake? Your Whatever Happens agreement includes a data recovery service to help retrieve important files which may have been lost, deleted; or to rescue files which may have been corrupted. TM
Excludes Linux operating systems, Apple Mac
TM
and external hard drives.
C lub membership discounts As a valued Whatever Happens Club member, you are entitled to a 5% discount on TechGuys services. We can help with wireless network or printer installation and can set you up with our Data Vault service to keep all your files safe. For further information on the many services we can provide for computing, television, kitchen appliances, hi-fi equipment and many other products, please ask for details or visit us at www.thetechguys.com TM
If your product breaks down due to a mishap... Your Whatever Happens agreement will protect your product even if it breaks down due to a mishap. TM
No charge if no fault found 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 can’t find a problem with your product, we won’t charge you a penny.
WEH Computers.indd 5-6
5%
10/8/09 09:55:07
TM
WHATEVER HAPPENS : Premier Club
Premier Club membership discounts As a valued Whatever Happens Premier Club member, you are entitled to a 20% discount on TechGuys services. We can help with wireless or printer installation and can set you up with our Data Vault service to keep all your files safe. For further information on the services we can provide for computing, television, kitchen appliances, hi-fi and many other products, please ask for details or visit us at www.thetechguys.com TM
If you pay a little bit more, you can upgrade to Premier Club. You get all the advantages of the Club membership plus some extra benefits:
, We ll fix it fast, or re place it We will fix your product usually within 10 days. In the unlikely event that we are unable to do this, we’ll give you a replacement product of equivalent specification. Premier Club membership lets you benefit from our clever Remote Fix service. With Remote Fix, we can solve most PC problems over the phone. All you need is broadband. Desktop PC Repairs If we can’t fix the desktop PC over the phone, call before 3 pm and we will send an engineer to you the next day. Engineers can visit up to 7 pm, 7 days a week (2 pm in Scotland and N.I.). Laptop Repairs If we are unable to fix your laptop over the phone, providing you call before 3 pm (2 pm in Scotland and Northern Ireland) we will arrange for a courier to call the next day to collect your laptop and bring it to our specialist laptop repair centre. Couriers can call up to 7 pm, 7 days a week.
3 hour time slots
, When we can help and when we can t We can help if, for example:
• You misplace your laptop, lose it or it gets stolen.
• The screen blows – we’ll fix it.
• The ‘fault’ is cosmetic – for example, your product is scratched or dented. Only faults that prevent the product from working or are dangerous will be repaired.
• Your computer’s frozen and it just won’t reboot – we’ll get it running again. • You are having problems with your software – we’ll help you. • If the fan breaks in your PC or laptop, we’ll repair it.
A loan laptop to tide you over
• You press a couple of buttons and the text is displayed on the screen sideways.
NOTE: Premier Club excludes Apple products.
WEH Computers.indd 7-8
We can’t help if, for example:
• Your dog trips over the monitor cable, it falls off the desk and smashes – we’ll replace it.
You can request a 3 hour time slot for your engineer to visit or the courier to collect your laptop.
We can provide a loan laptop from the date the courier or engineer calls to collect your laptop for repair.
20%
• You accidentally delete a file or folder.
• You hit it in frustration, misuse or abuse it.
• You lose your product or suffer subsequent loss of service from a third party, for example your Internet Service Provider, during or following the time your product is being repaired.
These apply to both Premier Club and Club agreements.
10/8/09 09:55:15
TM
WHATEVER HAPPENS : Premier Club
Premier Club membership discounts As a valued Whatever Happens Premier Club member, you are entitled to a 20% discount on TechGuys services. We can help with wireless or printer installation and can set you up with our Data Vault service to keep all your files safe. For further information on the services we can provide for computing, television, kitchen appliances, hi-fi and many other products, please ask for details or visit us at www.thetechguys.com TM
If you pay a little bit more, you can upgrade to Premier Club. You get all the advantages of the Club membership plus some extra benefits:
, We ll fix it fast, or re place it We will fix your product usually within 10 days. In the unlikely event that we are unable to do this, we’ll give you a replacement product of equivalent specification. Premier Club membership lets you benefit from our clever Remote Fix service. With Remote Fix, we can solve most PC problems over the phone. All you need is broadband. Desktop PC Repairs If we can’t fix the desktop PC over the phone, call before 3 pm and we will send an engineer to you the next day. Engineers can visit up to 7 pm, 7 days a week (2 pm in Scotland and N.I.). Laptop Repairs If we are unable to fix your laptop over the phone, providing you call before 3 pm (2 pm in Scotland and Northern Ireland) we will arrange for a courier to call the next day to collect your laptop and bring it to our specialist laptop repair centre. Couriers can call up to 7 pm, 7 days a week.
3 hour time slots
, When we can help and when we can t We can help if, for example:
• You misplace your laptop, lose it or it gets stolen.
• The screen blows – we’ll fix it.
• The ‘fault’ is cosmetic – for example, your product is scratched or dented. Only faults that prevent the product from working or are dangerous will be repaired.
• Your computer’s frozen and it just won’t reboot – we’ll get it running again. • You are having problems with your software – we’ll help you. • If the fan breaks in your PC or laptop, we’ll repair it.
A loan laptop to tide you over
• You press a couple of buttons and the text is displayed on the screen sideways.
NOTE: Premier Club excludes Apple products.
WEH Computers.indd 7-8
We can’t help if, for example:
• Your dog trips over the monitor cable, it falls off the desk and smashes – we’ll replace it.
You can request a 3 hour time slot for your engineer to visit or the courier to collect your laptop.
We can provide a loan laptop from the date the courier or engineer calls to collect your laptop for repair.
20%
• You accidentally delete a file or folder.
• You hit it in frustration, misuse or abuse it.
• You lose your product or suffer subsequent loss of service from a third party, for example your Internet Service Provider, during or following the time your product is being repaired.
These apply to both Premier Club and Club agreements.
10/8/09 09:55:15
TM
WHATEVER HAPPENS : COMPUTING He re ,s what you ge t:
Club
Premier Club
Maximum repair time 28 days
Maximum repair time 10 days
Call before 10 am
Call before 3 pm
Call before 10 am
Call before 3 pm
Just call one number Unlimited repairs
Clever Remote Fix support
We’ll fix it or we’ll replace it Breakdown through mishap
Next day engineer visit, desktop PCs
Next day courier collection for laptops
Loan laptop to tide you over 3 hour engineer time slot
Free annual tune up for your PC Worldwide protection Free recovery of lost or deleted files No fault found? No charge
TechGuys services discount
WEH Computers.indd 9-10
5%
Discount
20%
Discount
10/8/09 09:55:25
TM
WHATEVER HAPPENS : COMPUTING He re ,s what you ge t:
Club
Premier Club
Maximum repair time 28 days
Maximum repair time 10 days
Call before 10 am
Call before 3 pm
Call before 10 am
Call before 3 pm
Just call one number Unlimited repairs
Clever Remote Fix support
We’ll fix it or we’ll replace it Breakdown through mishap
Next day engineer visit, desktop PCs
Next day courier collection for laptops
Loan laptop to tide you over 3 hour engineer time slot
Free annual tune up for your PC Worldwide protection Free recovery of lost or deleted files No fault found? No charge
TechGuys services discount
WEH Computers.indd 9-10
5%
Discount
20%
Discount
10/8/09 09:55:25
Whatever Happens Club 3 year
5 year
(inc. standard guarantee)
(inc. standard guarantee)
£300 and under
£89
£129
£301-£350
£109
£159
£351-£400
£119
£401-£500
Whatever Happens Premier Club 3 year
5 year
(inc. standard guarantee)
(inc. standard guarantee)
£3.99
£149
£209
£6.99
£4.99
£169
£239
£7.99
£169
£5.99
£179
£249
£8.99
£139
£189
£6.99
£199
£269
£9.99
£501-£600
£169
£229
£7.99
£229
£309
£10.99
£601-£700
£209
£279
£8.49
£269
£359
£11.49
£701-£800
£259
£319
£8.99
£319
£399
£11.99
Over £800
£299
£369
£9.99
£359
£449
£12.99
Under £50
£13
-
£2.00
-
-
-
£51-£100
£25
-
£2.00
-
-
-
£101-£150
£39
£49
£2.00
-
-
-
£151-£200
£59
£69
£2.00
-
-
-
£201-£250
£69
£89
£2.00
-
-
-
£251-£300
£89
£109
£2.00
-
-
-
Over £300
£109
£129
£2.00
-
-
-
£250 and under
£39
£49
£2.00
-
-
-
£251-£300
£59
£69
£2.00
-
-
-
£301-£350
£79
£89
£2.00
-
-
-
£351-£400
£99
£109
£2.00
-
-
-
Over £400
£119
£139
£2.00
-
-
-
£300 and under
£169
£199
£6.99
£229
£279
£9.99
£301-£400
£189
£229
£7.99
£249
£309
£10.99
£401-£500
£199
£269
£8.49
£259
£349
£11.49
£501-£600
£209
£289
£8.99
£269
£369
£11.99
£601-£700
£239
£319
£9.49
£299
£399
£12.49
£701-£800
£279
£349
£9.99
£339
£429
£12.99
£801-£900
£309
£379
£10.49
£369
£459
£13.49
£901-£1,000
£349
£419
£11.99
£409
£499
£14.99
£1,001-£1,100
£399
£469
£12.99
£459
£549
£15.99
£1,101-£1,200
£449
£519
£13.99
£509
£599
£16.99
£1,201-£1,400
£519
£589
£14.49
£579
£669
£17.49
Over £1,401
£599
£669
£14.99
£659
£749
£17.99
Pay as you go price per month
Pay as you go price per month
PC Base Units
PC Monitors
with 3 year standard guarantee
Laptops
Netbooks £151-£300
£69
£89
£3.99
£119
£149
£6.99
Over £301
£89
£109
£4.99
£139
£169
£7.99
Printers, scanners & peripherals £151-£200
£59
£79
£2.99
-
-
-
£201-£300
£89
£109
£3.49
-
-
-
£301-£400
£129
£149
£4.99
-
-
-
Over £400
£169
£209
£5.99
-
-
-
WEH Computers.indd 11-12
10/8/09 09:55:26
Whatever Happens Club 3 year
5 year
(inc. standard guarantee)
(inc. standard guarantee)
£300 and under
£89
£129
£301-£350
£109
£159
£351-£400
£119
£401-£500
Whatever Happens Premier Club 3 year
5 year
(inc. standard guarantee)
(inc. standard guarantee)
£3.99
£149
£209
£6.99
£4.99
£169
£239
£7.99
£169
£5.99
£179
£249
£8.99
£139
£189
£6.99
£199
£269
£9.99
£501-£600
£169
£229
£7.99
£229
£309
£10.99
£601-£700
£209
£279
£8.49
£269
£359
£11.49
£701-£800
£259
£319
£8.99
£319
£399
£11.99
Over £800
£299
£369
£9.99
£359
£449
£12.99
Under £50
£13
-
£2.00
-
-
-
£51-£100
£25
-
£2.00
-
-
-
£101-£150
£39
£49
£2.00
-
-
-
£151-£200
£59
£69
£2.00
-
-
-
£201-£250
£69
£89
£2.00
-
-
-
£251-£300
£89
£109
£2.00
-
-
-
Over £300
£109
£129
£2.00
-
-
-
£250 and under
£39
£49
£2.00
-
-
-
£251-£300
£59
£69
£2.00
-
-
-
£301-£350
£79
£89
£2.00
-
-
-
£351-£400
£99
£109
£2.00
-
-
-
Over £400
£119
£139
£2.00
-
-
-
£300 and under
£169
£199
£6.99
£229
£279
£9.99
£301-£400
£189
£229
£7.99
£249
£309
£10.99
£401-£500
£199
£269
£8.49
£259
£349
£11.49
£501-£600
£209
£289
£8.99
£269
£369
£11.99
£601-£700
£239
£319
£9.49
£299
£399
£12.49
£701-£800
£279
£349
£9.99
£339
£429
£12.99
£801-£900
£309
£379
£10.49
£369
£459
£13.49
£901-£1,000
£349
£419
£11.99
£409
£499
£14.99
£1,001-£1,100
£399
£469
£12.99
£459
£549
£15.99
£1,101-£1,200
£449
£519
£13.99
£509
£599
£16.99
£1,201-£1,400
£519
£589
£14.49
£579
£669
£17.49
Over £1,401
£599
£669
£14.99
£659
£749
£17.99
Pay as you go price per month
Pay as you go price per month
PC Base Units
PC Monitors
with 3 year standard guarantee
Laptops
Netbooks £151-£300
£69
£89
£3.99
£119
£149
£6.99
Over £301
£89
£109
£4.99
£139
£169
£7.99
Printers, scanners & peripherals £151-£200
£59
£79
£2.99
-
-
-
£201-£300
£89
£109
£3.49
-
-
-
£301-£400
£129
£149
£4.99
-
-
-
Over £400
£169
£209
£5.99
-
-
-
WEH Computers.indd 11-12
10/8/09 09:55:26
Important Information
Replacement product If we fail to repair your product within 10 days for Premier Club and 28 days for Club, you may request a replacement product. The replacement will usually be in the form of vouchers 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 10 day and 28 day promises do not apply and you will receive vouchers to the value of the original price paid.
, When we ll call We don’t want you to have to work around us. If you’re away on holiday and we can’t get access to repair or return your product we hope you’ll understand that we’ll complete the repair when you return. However, the 10 and 28 day repair promise will not apply. In some areas of the UK the extra distances involved mean that we’ll service your product as quickly as possible but our next day, 10 and 28 day promises won’t apply. If you have purchased our Whatever Happens Premier Club product, then our engineers will be available to call on weekends and most bank holidays. If you have bought our Club product then further restrictions apply - if you call on a Friday then we will visit on a Tuesday (or Wednesday after a bank holiday). TM
, Won t I be protected by household insurance? Even if you have household insurance:
For Pay Once customers if your product is replaced your service agreement ends and you will receive vouchers for the remaining value to use when you next purchase a Whatever Happens agreement. If you’re a Pay Monthly customer your agreement will end. TM
If Currys, Currys Digital or PC World ceased to trade, would my product still be protected? Yes. Our promise is to protect our customers’ Whatever Happens agreements. There is an independently managed trust fund to meet all our obligations to our customers who have purchased a ‘pay once’ agreement. TM
• 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
WEH Computers.indd 13-14
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Important Information
Replacement product If we fail to repair your product within 10 days for Premier Club and 28 days for Club, you may request a replacement product. The replacement will usually be in the form of vouchers 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 10 day and 28 day promises do not apply and you will receive vouchers to the value of the original price paid.
, When we ll call We don’t want you to have to work around us. If you’re away on holiday and we can’t get access to repair or return your product we hope you’ll understand that we’ll complete the repair when you return. However, the 10 and 28 day repair promise will not apply. In some areas of the UK the extra distances involved mean that we’ll service your product as quickly as possible but our next day, 10 and 28 day promises won’t apply. If you have purchased our Whatever Happens Premier Club product, then our engineers will be available to call on weekends and most bank holidays. If you have bought our Club product then further restrictions apply - if you call on a Friday then we will visit on a Tuesday (or Wednesday after a bank holiday). TM
, Won t I be protected by household insurance? Even if you have household insurance:
For Pay Once customers if your product is replaced your service agreement ends and you will receive vouchers for the remaining value to use when you next purchase a Whatever Happens agreement. If you’re a Pay Monthly customer your agreement will end. TM
If Currys, Currys Digital or PC World ceased to trade, would my product still be protected? Yes. Our promise is to protect our customers’ Whatever Happens agreements. There is an independently managed trust fund to meet all our obligations to our customers who have purchased a ‘pay once’ agreement. TM
• 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
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What are my legal rights?
What is not included:
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 initially and the longer it takes for the fault to show up the more difficult that becomes. Your Whatever Happens 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.
• Regularly replaced items/consumable items
TM
Your service agreement will be cancelled in the event of any fraud, or attempted fraud, and you will not be entitled to any refunds.
• 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 falls because anyone neglects, abuses or misuses the product • Any service or benefit where the Whatever Happens agreement has been suspended
TM
• 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
Do I have to purchase a support agreement at the same time as the product?
• Data recovery for Apple MacTM and Linux operating systems • Costs of Lab data recovery for business
You can purchase a support agreement any time up to one year from purchasing your product. A Whatever Happens agreement is not available on damaged products. Extended warranties may be available from other companies. TM
Customer discount card Your Whatever Happens discount card can only be used against TechGuys services. The discount may not be redeemed against other product items. TM
• Built-in batteries
Cancellation Period If you have a ‘pay monthly’ Whatever Happens agreement you can cancel it within 14 days of purchase by calling Customer Services. 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 our Customer Services, but please note that if you do this you will not receive a refund. TM
If you are not completely satisfied with your ‘pay once’ Whatever Happens Agreement you can cancel it within 45 days of purchase. Please call Customer Services 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 will be entitled to a pro rata refund. TM
You may also give notice of your intention to cancel your agreement by writing to TechGuys Customer Services. 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 Whatever HappensTM service agreement is with DSG Retail Ltd. Registered office Maylands Avenue, Hemel Hempstead, Herts HP2 7TG. Registered in England number 504877
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What are my legal rights?
What is not included:
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 initially and the longer it takes for the fault to show up the more difficult that becomes. Your Whatever Happens 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.
• Regularly replaced items/consumable items
TM
Your service agreement will be cancelled in the event of any fraud, or attempted fraud, and you will not be entitled to any refunds.
• 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 falls because anyone neglects, abuses or misuses the product • Any service or benefit where the Whatever Happens agreement has been suspended
TM
• 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
Do I have to purchase a support agreement at the same time as the product?
• Data recovery for Apple MacTM and Linux operating systems • Costs of Lab data recovery for business
You can purchase a support agreement any time up to one year from purchasing your product. A Whatever Happens agreement is not available on damaged products. Extended warranties may be available from other companies. TM
Customer discount card Your Whatever Happens discount card can only be used against TechGuys services. The discount may not be redeemed against other product items. TM
• Built-in batteries
Cancellation Period If you have a ‘pay monthly’ Whatever Happens agreement you can cancel it within 14 days of purchase by calling Customer Services. 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 our Customer Services, but please note that if you do this you will not receive a refund. TM
If you are not completely satisfied with your ‘pay once’ Whatever Happens Agreement you can cancel it within 45 days of purchase. Please call Customer Services 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 will be entitled to a pro rata refund. TM
You may also give notice of your intention to cancel your agreement by writing to TechGuys Customer Services. 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 Whatever HappensTM service agreement is with DSG Retail Ltd. Registered office Maylands Avenue, Hemel Hempstead, Herts HP2 7TG. Registered in England number 504877
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WHATEVER
TM
HAPPENS:
COMPUTING ,
If anything goes wrong, we ll put it right
WHATEVER
TM
HAPPENS:
COMPUTING
, If anything goes wrong, we ll put it right
To find out more... • Phone: 0844 561 4000 • Email: whateverhappens@thetechguys.com • Online: www.thetechguys.com • Write to: Customer Services, PO Box 1686,
Sheffield S2 5YB, England
If your PC lets you down, we’ll fix it or we’ll replace it
If you require this literature in an alternative format such as Braille, audio cassette or large print, please contact Customer Services on 0844 561 4000
You can have a loan laptop to keep you running Most PC problems can be fixed over the phone using our clever remote fix technology Whenever you need us, just call any time 24/7
TechGuys. Keeping you up and running DSG000230
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TechGuys. Keeping you up and running
Aug 09 V.1.0
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