Know it all

There are lots of benefits to being protected by the Cover Plan:

Parts cost covered – no expensive charges for parts – we’ll pay for them all.

Here's what's included:

• We'll fix or replace it. If we're unable to repair, we'll replace it with the same or similar product
• Accidental damage. Because incidents do happen, even to the most careful of us.
• Request a replacement. If your product goes wrong again after the 3rd repair you can request a replacement.
• Clever remote fix. We can solve over 80% of all problems over the phone.
• Free recovery of lost files. If a file or precious document goes missing, we'll try and track it down.
• Worldwide protection. If case you’re on foreign soil, your computer is still protected.
• Computer healthcheck every year. To make sure your computer works as good as new, you'll be entitled to a free service every year to remove any nasties.

Pricing

The small print

Visiting you at home

In some outlying areas of Ireland the extra distances involved mean that we’ll service your product as quickly as possible but delivery and collection promises will not apply. Coverplan is subject to availability. We may choose not to offer these on some products. For full terms and conditions please see your printed validation document.

Your household insurance

Your insurance may provide you with some protection but:

• 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.

Replacement product

If we are unable to repair your product within 12 days for Cover Plan Premier and 21 days for Cover Plan,you may request a replacement product. The replacement will usually be in the form of vouchers to enable you 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 12 day and 21 day promises do not apply and you will receive vouchers to the value of the original price paid.

If you have bought COVERPLAN™ for 3 or 5 years and your product is replaced your service agreement ends. We will send you vouchers for the remaining value to use when you next purchase a Cover Plan agreement. If you pay monthly your agreement will end.

What are my legal rights?

The contents of this leaflet do not affect your legal rights, further information can be obtained from your local citizens information service.

Your policy will be cancelled in the event of any fraud, or attempted fraud and you will not be entitled to a refund.

DO I HAVE TO PURCHASE A COVERPLAN™ POLICY AT THE SAME TIME AS THE PRODUCT?

You can purchase a COVERPLAN™ policy any time up to one year from buyin your product. COVERPLAN™ policies are not available on damaged products. Extended warranties may be available from other companies.

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 fails because anyone neglects, abuses or misuses the product.
• Any service or benefit where the product support agreement has been suspended.
• Inoperability of a product caused by withdrawal of services by a third party.
• Any claim where your monthly payment has not been received.
• Protection for dishwashers, vacuum cleaners, cooking and laundry products if used for business.

Cancellation Period

If you have bought a 3 or 5 year term and are not completely satisfied, you can cancel it within 28 days of purchase. Please call us on 1890 818 575 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’ll be entitled to a pro rata refund.

You may also give notice of your intention to cancel your agreement by writing to us at:
KNOWHOW™ Customer Services, PO Box 10910, The Pinnacles, Harlow, Essex, CM19 5BD.

Your COVERPLAN™ insurance Policy is administered bt DSG Retail Limited, Registered Office: Maylands Avenue, Hemel Hempstead, Hertfordshire, HP2 7TG. Registered in England, number: 504877.

Underwritten by Petrus insurance Company Ltd, 28 Irish Town, Gibraltar. Registered in Gilraltar number 91094. Petrus will pay stamp duty on this policy to the Office of the Revenue Commissioners.

WHAT IF I AM NOT HAPPY WITH THE SERVICE?

If you have a complaint about this policy in the first instance, please contact  DSG Retail Limited at the above address.DSG Retail Limited deal with complaints on behalf of Petrus Insurance Company Ltd. If your complaint is not resolved to your satisfaction, please write to Petrus Insurance Company Ltd, suite 827,Europort PO Box 708, Gilraltar.

If you are still not satisfied you can contact

The Irish insurance Federation's informationservice, 39 Molesworth Street, Dublin 2. Telephone number (01) 676 1914. This service can advise you on how to proceed further and may help in resolving your problem.

The Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2. Telephone (lo call) 1890 882090 or (+353) 1662 0899, Fax (+353) 1662 0890.

Following these procedures will not affect your right to take legal action.  DSG Retail Ltd follow the Irish Insurance Federation Code of Practice on non-life insurance.

CONDITIONS OF OUR OTHER SERVICES:

NETWORK SET UP & SECURE

• Ask a member of staff to book your appointment in-store for a day that suits you. Alternatively, just give us a call on 1890 818 575
• What you need to do before we arrive:
• Ensure you are at home on the day of the appointment
• Ensure you have a network, computer and peripheral products you want us to install to hand
• It's generally best if you have not opened any new products
• Ensure you have all the leads and cables needed
• Check with your broadband provider that your service is active. 
• Ensure you have your broadband ISP details
• Make sure your have all the Micro filters you need (one per each device on your telephone line)
• Here's what we'll do
• Connect any four network products.
• For example, a rourter, a desktop, a PC and a games console
• Un-box all new equipment and remove/recycle the packaging (if required)
• Set up four devices (not just PC's) to the network
• Configure the router, ensuring it is fully safe and secure including changing the admin password, future proofing the wireless encryption and setting up any built-in parental controls
• Set up your printer, file sharing and Internet connection on all networked PCs included the service cost
• Fully test you network and show you how it works.
• We'll remind you of any passwords set up
• Demonstrate the equipment and answer any questions you have
•  What we don't do
• Supply cables (other than those supplied with new equipment), you will need to purchase any cables you need in-store
• Supply and fit brackets
• Wall and ceiling mounting
• Within wall cabling

FAULT & FIX SERVICES

• If the repair to your product is not covered by our guarantee or your service agreement, you will have to pay for the repair.
• We will make reasonable efforts to repair your product, subject to the availability of any parts required.
• You will pay a deposit that covers carriage and to diagnose the fault. This is non-refunable unless we cannot repair your product.
• We will agree a maximum cost for the repair with you.
• If the cost of the repair is less than the maximum your have agreed, we will repair your product and you will pay for the repair when you collect your product.  You will pay the actual repair cost, which may be lower than the maximum you have agreed. This is in addition to the up-front payment.
• If the cost of the repair is greater than the maximum you have agreed, we will contact you with the repair cost. If you agree, we will repair you product and you will pay for the repair when you collect your product. This is in addition to the deposit.
• If you decline, we will return your product to you unrepaired. The deposit will not be refunded.
• Our repair work is guaranteed for 3 months from the date the product is returned to you.