Whatever Happens - E-Merchant

TM
WHATEVER
HAPPENS:
COMPUTING
If anything goes wrong, we , ll put it right
TM
WHATEVER
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
TechGuys. Keeping you up and running
DSG000230
Aug 09 V.1.0

TM
WHATEVER HAPPENS :
COMPUTING
Whatever Happens TM
is a comprehensive after-care service
from the TechGuys for products costing more than £150.
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.
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
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.
It couldn’t be easier!
There are two levels of Whatever Happens TM
support:
Without Whatever Happens TM
product support,
your repairs could be expensive...
Replacing the LC screen
on a Toshiba laptop
Replacing the memory
and CPU on a Packard
Bell desktop PC
Without
Membership
£225
£122
Who are the TechGuys
With
Membership
INCLUDED
INCLUDED
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.
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.
Some of the many other things the
TechGuys can help you with...
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
CLUB membership
provides:
• Unlimited repairs
• Product fixed within
28 days or replaced
• Round-the-clock help
PREMIER CLUB
membership gives you:
• Unlimited repairs
• Product fixed within 10 days
or replaced
• 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
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

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 TM
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.
Worldwide protection
Whatever Happens TM Club
gives you all these valuable benefits:
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.
If your product breaks down
due to a mishap...
Your Whatever Happens TM
agreement will protect your product
even if it breaks down due to a mishap.
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.
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 TM
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.
Excludes Linux operating systems, Apple Mac TM and external hard drives.
C lub membership discounts
As a valued Whatever Happens TM
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
5%

TM
WHATEVER HAPPENS :
PREMIER CLUB
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 replace 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
You can request a 3 hour time slot for
your engineer to visit or the courier to
collect your laptop.
A loan laptop to tide you over
We can provide a loan laptop from the date the courier
or engineer calls to collect your laptop for repair.
NOTE: Premier Club excludes Apple products.
Premier Club membership discounts
As a valued Whatever
Happens TM
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
20%
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
When we can help and when we can , t
We can help if,
for example:
• Your dog trips over the
monitor cable, it falls off
the desk and smashes –
we’ll replace it
• The screen blows –
we’ll fix it
• 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
• You accidentally delete
a file or folder
• You press a couple of
buttons and the text is
displayed on the screen
sideways
We can’t help if,
for example:
• You misplace your laptop,
lose it or it gets stolen
• You hit it in frustration,
misuse or abuse 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
• 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.

TM
WHATEVER HAPPENS :
COMPUTING
Here , s what you get:
Just call one number
Club
Premier
Club
Unlimited repairs
Clever Remote Fix support
We’ll fix it or we’ll replace it
Maximum
repair time
28 days
Maximum
repair time
10 days
Breakdown through mishap
Next day engineer visit, desktop PCs
Call before
10 am
Call before
3 pm
Next day courier collection for laptops
Call before
10 am
Call before
3 pm
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
5%
Discount
20%
Discount

Whatever Happens Club
Whatever Happens Premier Club
3 year
(inc. standard
guarantee)
5 year
(inc. standard
guarantee)
Pay as you go
price per month
3 year
(inc. standard
guarantee)
5 year
(inc. standard
guarantee)
Pay as you go
price per month
PC Base Units
£300 and under
£301-£350
£351-£400
£401-£500
£501-£600
£601-£700
£701-£800
Over £800
PC Monitors
Under £50
£51-£100
£101-£150
£151-£200
£201-£250
£251-£300
Over £300
£89
£109
£119
£139
£169
£209
£259
£299
£13
£25
£39
£59
£69
£89
£109
£129
£159
£169
£189
£229
£279
£319
£369
-
-
£49
£69
£89
£109
£129
£3.99
£4.99
£5.99
£6.99
£7.99
£8.49
£8.99
£9.99
£2.00
£2.00
£2.00
£2.00
£2.00
£2.00
£2.00
£149
£169
£179
£199
£229
£269
£319
£359
-
-
-
-
-
-
-
£209
£239
£249
£269
£309
£359
£399
£449
-
-
-
-
-
-
-
£6.99
£7.99
£8.99
£9.99
£10.99
£11.49
£11.99
£12.99
-
-
-
-
-
-
-
with 3 year standard guarantee
£250 and under
£251-£300
£301-£350
£351-£400
Over £400
Laptops
£300 and under
£301-£400
£401-£500
£501-£600
£601-£700
£701-£800
£801-£900
£901-£1,000
£1,001-£1,100
£1,101-£1,200
£1,201-£1,400
Over £1,401
Netbooks
£151-£300
Over £301
Printers, scanners & peripherals
£151-£200
£201-£300
£301-£400
Over £400
£39
£59
£79
£99
£119
£169
£189
£199
£209
£239
£279
£309
£349
£399
£449
£519
£599
£69
£89
£59
£89
£129
£169
£49
£69
£89
£109
£139
£199
£229
£269
£289
£319
£349
£379
£419
£469
£519
£589
£669
£89
£109
£79
£109
£149
£209
£2.00
£2.00
£2.00
£2.00
£2.00
£6.99
£7.99
£8.49
£8.99
£9.49
£9.99
£10.49
£11.99
£12.99
£13.99
£14.49
£14.99
£3.99
£4.99
£2.99
£3.49
£4.99
£5.99
-
-
-
-
-
£229
£249
£259
£269
£299
£339
£369
£409
£459
£509
£579
£659
£119
£139
-
-
-
-
-
-
-
-
-
£279
£309
£349
£369
£399
£429
£459
£499
£549
£599
£669
£749
£149
£169
-
-
-
-
-
-
-
-
-
£9.99
£10.99
£11.49
£11.99
£12.49
£12.99
£13.49
£14.99
£15.99
£16.99
£17.49
£17.99
£6.99
£7.99
-
-
-
-

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 TM
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).
Won , t I be protected by household insurance
Even if you have household insurance:
• 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
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 TM
agreement. If you’re a Pay Monthly customer your
agreement will end.
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 TM
agreements. There is an independently
managed trust fund to meet all our
obligations to our customers who have
purchased a ‘pay once’ 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 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 TM
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.
Your service agreement will be cancelled in the event of
any fraud, or attempted fraud, and you will not be entitled
to any refunds.
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 purchasing your product. A Whatever Happens TM
agreement is not available on damaged products. Extended
warranties may be available from other companies.
Customer discount card
Your Whatever Happens TM
discount card can only be used
against TechGuys services. The discount may not be
redeemed against other product items.
What is not included:
• Regularly replaced items/consumable items
• Built-in batteries
• 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 TM
agreement has been suspended
• 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
TM
• Data recovery for Apple Mac and Linux operating systems
• Costs of Lab data recovery for business
Cancellation Period
If you have a ‘pay monthly’ Whatever Happens TM
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.
If you are not completely satisfied with your ‘pay once’
Whatever Happens TM
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.
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 Happens TM service agreement is with DSG Retail Ltd.
Registered office Maylands Avenue, Hemel Hempstead, Herts
HP2 7TG. Registered in England number 504877.