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 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.
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