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07th November 2019

Currys to improve sales process for extended warranties

The Consumer Council welcomes the Competition and Markets Authority’s (CMA) announcement that Currys is to adopt a range of measures to improve the sales process for extended warranties following feedback from mystery shops at 100 of its stores.

The mystery shop found that around a quarter of staff tested could not provide accurate information on whether cosmetic damage was covered by the warranty. This broke a legal order issued by the CMA’s predecessor, the Competition Commission, which requires that electrical retailers provide accurate information to ensure that consumers can make informed decisions about the value of additional cover.

Currys is now working proactively with the CMA to address problems and improve the way it sells extended warranties, including introducing additional training for staff and ensuring that promotional material provides clearer explanation of the coverage provided.

Ronan Convery, Senior Consumer and Empowerment Officer at The Consumer Council, comments: “It is encouraging to see that the CMA continues to monitor selling standards in respect of extended warranties. Whilst these warranties can provide additional protection, it is vital that retailers are clear about which problems are covered and which are not. This is particularly relevant with Black Friday / Cyber Monday just a few weeks away – a time when many consumers seek to make significant electrical purchases.

“It is also vital that consumers are aware of the basic protections they are entitled to under The Consumer Rights Act 2015 in order to make a more informed decision about the value of an extended warranty. The Consumer Council has a number of user-friendly videos and guides in the ‘Rights and Advice’ section of our website (www.consumercouncil.org.uk) which outline the laws that protect consumers when buying goods, services, or digital downloads.”