I thought I would put some points of view across about the extended warranty - Coverplan. Extended warranties have all had their own bad press in one way or another, whether it be purchased from Dixon’s Stores Group, Comet or direct from the Manufactures. The thing is Coverplan does do exactly ... Read review
Advantages: does what it says on the tin Disadvantages: customers not reading the terms and conditions
I thought I would put some points of view across about the extended warranty - Coverplan. Extended warranties have all had their own bad press in one way or another, whether it be purchased from Dixon’s Stores Group, Comet or direct from the Manufactures. The thing is Coverplan does do exactly what it says on the tin - Covers the named item for unlimited repairs.
Before I go any further I best explain why I think I am best qualified ... ...in favour of Coverplan - I worked for Coverplan in the contact centre for 4 years taking calls from customers, store assistants and engineers, so I have heard it all - I have been sworn at, threatened, shouted at till my eardrums have nearly burst and generally verbally abused.
What is Coverplan - Coverplan is a product sold through Dixon’s Stores Group.
Reading Your Terms And Conditions - Half the complaints I have ... more
I thought I would put some points of view across about the extended warranty - Coverplan. Extended warranties have all had their own bad press in one way or another, whether it be purchased from Dixon’s Stores Group, Comet or direct from the Manufactures. The thing is Coverplan does do exactly what it says on the tin - Covers the named item for unlimited repairs.
Before I go any further I best explain why I think I am best qualified to explain Coverplan and why I am speaking out in favour of Coverplan - I worked for Coverplan in the contact centre for 4 years taking calls from customers, store assistants and engineers, so I have heard it all - I have been sworn at, threatened, shouted at till my eardrums have nearly burst and generally verbally abused.
What is Coverplan - Coverplan is a product sold through Dixon’s Stores Group.
Reading Your Terms And Conditions - Half the complaints I have dealt with are because the customer has failed to read the terms and conditions of the legally binding contract they signed for. Pure and simple they can not be bothered cos the store assistance explained everything - OK - he’s a sales person so yes he is going to tell you, that you are covered for every eventuality, yes he is going to tell you 24 hours 7 days a week service.
If the customer had cared to read the terms and conditions given at the time of sale, they would find the 24 hour 7 days a week is on PC's laptops etc, the same day callout if you ring before 10am and live within 10 miles of a store is on brown goods i.e. TV, Hifi and VCR/DVD, any white good repairs i.e. washers, dishwashers, etc are serviced by third party engineers who the manufactures have determined as authorised to repair their products under Coverplan.
N.B These are the same engineers who will repair white goods if you do not have an extended or manufactures warranty and you have phoned the manufactures for help with repairs and will be paying for them.
A breakdown of Coverplan - The item is covered for accidental damage and unlimited repairs. Whilst the item is in the first years manufactures warranty - Coverplan covers for theft. There is a clause in the agreement that states if a repair is not completed within a consecutive 6 week period then yes we will replace it. If it can not be repaired we will replace to a similar specification item.
Accidental Damage - speaks for its self really but customers do get upset when we reject claims because they have spilled coffee or pop on the keyboard of their laptop or PC, our technicians are really good and can tell when something has been spilled or deliberately tipped, they can also tell when these items have been thrown down the stairs too. This type of damage is called malicious damage.
N.B - We do get callers who even say "if you aren’t going to give me a new pc, I’m throwing this one down the stairs then, you will have to replace it then" - wrong we wont, we will log notes on the agreement regarding the conversation. Also with the damage to the case and internal workings the technicians can evaluate how just how the PC fell.
Unlimited repairs and the six week rule - From the first call to the service centre the six weeks is counting down, if the repair has not been completed in this time, you the customer must call the service centre to check out the dates and if confirmed the service centre will close the repair and request either a replacement item or vouchers. The six weeks does not mean that you can cancel a callout and then rebook a callout so to prolong the repair to the item. If you put your name on to the waiting list for a loan TV, the repair time is suspended until you have received a loan TV. If there are any long gaps in repairs you can not instigate the rule then.
N.B - Some customers do not even know about this rule cos they haven’t read their terms and conditions and when they call to complain about the length of time the repair is taking, they go off alarming when they are advised of this rule - "why wasn’t I told this when I bought this damn cover" DER read your terms and conditions!
Theft (1st year only) - Whilst in the first year Coverplan offers theft insurance on every item. A crime reference and police report must support the claim. Some claims may be passed to the loss adjusters for further investigation, this takes the time scale of settling the claim out of Coverplan’s hands. Coverplan endeavours to settle claims with in 7 days of receiving the claim form.
If the agreement is a mobile phone agreement theft is for the full term of the insurance policy. All claims must be supported by crime reference number, police station details and IMEI number, the phone must also be blocked with the service provider.
Frozen Food Loss - Coverplan covers for frozen items loss because the freezer has failed. Food in the fridge is not covered as this is consumable and would eventually ‘go off’. If the freezer is turned off by the owner, this would not be classed as accidental and a claim would be rejected.
Calling the Contact Centre - Can be very very frustrating, We know, we hear this every day, but please have a little compassion, the person who answers your call can do nothing to change the IVR, this is in place and set by people higher the customer advisor. The call centre basically administers the terms and conditions of the agreement, agents are not technically trained and have no engineering skills.
The third party engineers - Are not part of the Dixon group, so although Coverplan have set service levels in place with these companies, the Dixon Customer advisor can not answer questions relating to these companies working procedures. (this is not a cop out either, it is the truth). We know that the contract you have is with Coverplan, we will do every thing possible to help you speak to the correct party - Once you have called the engineers, these become your point of contact through out the duration of the repair. If you have any enquiries on parts or time and dates of a revisit, your call should be made to the service centre, the service centre have all the relevant details. Once a repair has been completed, the service centre will then submit a report to Coverplan asking for payment. If the item can not be repaired for whatever reason, the service centre will again submit a report through to Coverplan claims advising why we are replacing the item or issuing vouchers. Usually the details will be on your agreement with in three days of Coverplan receiving the reports.
Hopefully this information will be of use to someone, if not I just hope you have enjoyed reading this. We do not live in a perfect world, things do go wrong, we are always the first to put pen to paper and complain, even if we are not in the right.
Please step out of the circle and look back on the situation, see if there is a different way that it can be looked at or resolved - please have a little compassion for the person on the end of the telephone. They will try to help you, but think - if some one was swearing and screaming at you for something that is out of your control - would you want to help ???
Advantages: The work gets done Disadvantages: slowly.
Well, I’ve not been able to write for a good month now and I’m going to tell you why this is. I’ve not been able to write anything for over a month because I paid £499.99 for the Dixon’s Coverplan. It all sounded very appealing at the time because if something does go wrong within the first year – more than one thing – they’ll replace the laptop for a new model. If something goes wrong within four years, ... ...this machine, the screen began to flicker and die like a candle exhausting its waxy fuel, only hitting the little button to turn the screen on made it come back momentarily. Something else was wrong as well: the read/write CDROM/DVD combi drive had come loose and no longer stayed in, occasionally (not to mention worryingly) sliding out of its housing.
I called PC ServiceCall, a number I found in my Coverplan documents and was on hold for a good ...
relentless_behaviour 26.08.2003 (02.09.2003)
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Ciao members have rated this review on average: very helpful Review of Dixons Coverplan
i bought a PC £675.00 plus 2 laptops another £860 and i took cover-plan out on them all when i phoned them to transfer one of the direct debits to another account i was told i couldn't as the address i gave them wasn't mine my address is on all the agreements=3 but they say someone requested them 2 change my address 2 another one i told them it wasn't me now i have 2 write and tell them i want to change 2 my original address and send them copy's ... ...my address was changed but they are the only ones iv had any dealings with they take the money out of my bank but say they cant discuss any thing with me on the phone and wont change the direct debit till they get a letter from me id stay away from PC-world the service you get from there cover-plan is a joke no one else has my bank details just me and i cant even cancel the cover plan till they get a letter i'm going to phone my bank and cancel the ...
dness1 30.12.2008 (29.12.2008)
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Ciao members have rated this review on average: helpful Review of Dixons Coverplan
Advantages: none Disadvantages: everything about it
...City store (part of the dixons group) on the 15th of Novemeber. It was then sent from the store to the PC City repairs HQ in Madrid. Madrid then requested authorisation from coverplan to carrfy out the repair, which they rejected - even though just 7 months prior they had authorised a repair for the same computer in the same place. So I rang coverplan to be told it was my fault because they didn't have a correct copy of my receipt. I explained howver ... ...me it was still my fault. I therefore sent a copy of my receipt to coverplan for them to change it, meawhile my computer was being sent back to my store after being rejected. I then had to return to my store to tell them to send my computer back to Madrid, as PC City cannot give out their store telephone numbers. My computer arrived about 3 weeks later in Madrid only to be rejected again my coverplan, as they still hadn't altered my receipt. I rang ...
vostie 17.01.2006 (11.02.2006)
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Ciao members have rated this review on average: helpful Review of Dixons Coverplan
Advantages: Cover for repair work Disadvantages: Repair work takes too long, ignore agreement terms, poor cust. service
I bought the Dixons Coverplan to insure my laptop against damage back in 2003. I needed the laptop for university, and therefore wanted to cover it against loss, damage etc.
To be fair to them, on the 2 occasions in the past I used Coverplan, the work was carried out within a week or so, and certainly represented good value for money, given the cost of replacing the equipment.
However. Last year, I called PC Mastercare (the repairers for Dixons ... ...on the 1st of November, and the notebook was collected for repair on the 3rd. Six weeks later, there was still no sign of the laptop, so I rang up Coverplan again. The helpful chap on the phone agreed that the PC had been away for over 6 weeks, and authorised vouchers equal to the original cost of the PC (£999). I asked for the hard drive to be returned, as it had important data on it.
A few days later, my sister answered the door, and was told ...
Salzella22 09.02.2006
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Ciao members have rated this review on average: helpful Review of Dixons Coverplan
Range of Policies
Fairness of contract
Customer service
Speed of reconciliation
Value for money
Quick review of Dixons Coverplan
I bought a loptop in Dixon Ireland with the 5 years coverpaln insurance. After a year I have canceled the coverplan insurance and Coverplan Company told me they will send the cheque for the remaining uncover years. Its been more than a year but I still haven't receive the cheque yet. I am still calling them basically every month but it is all been an empty promises. They just saying that i will receive it in 3 weeks time but I never did. I even give an alternative address and still receive nothing. They even told me somebody will contact me regarding this issue but no one did. I already spent nearly €50 on phone bill just calling them. I not sure what should I do next?? any suggestions? ...
Thiru77 25.09.2008
Ciao members have rated this review on average: helpful Review of Dixons Coverplan
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Advantages: 24 Hour Support Lines, Email Support, Theft Cover Disadvantages: Customer Service, Speed of Repairs,
Back in July 2003 I reported a fault on PC to Mastercare (part of the Dixons Group) for a fault on my PC which I had purchased 2 years earlier from PC World in West Thurrock. The fault was in fact the whole PC itself had no power supply. We had tried the obvious to get power to it from switching cable to changing fuses but still nothing!
It was at this point I remembered taking out a 5 year Coverplan with Mastercare, which in effect should cover my PC for 5 years for any faults which I had not caused. I found the paperwork for the Coverplan and promptly called PCServiceCall. I was able to do this at the time despite it being late on a Sunday evening as the lines are open 24/7. The disadvantage is the calls can be quite expensive by the time you go through the automated menu options and they try all the possible solutions to ...
Andy0304 13.09.2004
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