TERMS AND CONDITIONS

GENERAL TERMS AND CONDITIONS

Your use of KNOWHOW™ services is governed by the following terms and conditions. Please read them carefully. They do not affect your statutory rights.

OUR AGREEMENT

By ordering services from KNOWHOW™ you are entering into a contract with us. The terms below are important and set out our obligations to you and what you are agreeing to.

THREE MONTH WARRANTY

All the KNOWHOW™ services carry a three month warranty on parts and expertise. This means if there is a recurrence of the same problem we had fixed or any fault which is connected to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your money in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused through the incorrect use of software or downloaded material, or by faults arising from accidental damage or incorrect use of the product.

SERVICE VISIT REQUIREMENTS

IMPORTANT: You are responsible for ensuring that all data and information on your computer or other hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records.
If you book an In-Home service appointment we will need the following at the time of appointment:

• an adult (over 18 yrs of age) who has a basic knowledge of the service required or any problems encountered must be present;
• access to the area and equipment being serviced and the electricity mains, plus light and power;
• your agreement to follow our reasonable instructions;

In addition to the above requirements, if we will be working on your computer we will need:

• a person with administrator level access present;
• any relevant software recovery disk(s) (or other media);
• a connected CD or DVD writer or reader.

Your computer system should have Microsoft Windows XP or later operating systems or Apple OS X or later, if you do not have these our KNOWHOW™ Team Member will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited.

If your software is, or appears to be, unlicensed we cannot perform a laptop or desktop computer repair.

REMOTE SERVICES

Whilst KNOWHOW™ Team Members will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem using our remote support service due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem, including our in-home service.

We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable us to effectively resolve your problem.

SYSTEMS EXCLUDED

Our services exclude support for the following:

• File servers and operating systems, except Microsoft Windows Home Server;
• Domain & active directory based networks;
• VPN and WAN networks;
• Corporate infrastructure hardware (complex firewalls, switches etc.); and Linux.

If your system includes any of the above (as becomes apparent to our KNOWHOW™ Team Member upon visiting) our KNOWHOW™ Team Member may give you a quote to resolve the relevant problem or you may cancel the service ordered for a full refund.

SOFTWARE LICENSES

Any software patches, upgrades or fixes applied to your system by our engineers during either a Remote Service or an In-Home appointment, are licensed to you by us or the relevant third party licensors for your own reasonable personal and non-commercial use only unless otherwise stated. You may not supply such software to anyone else. The licensor retains all copyright and other intellectual property rights in such software.

LIABILITY EXCLUSIONS

We do not have specific knowledge of your computer and its configuration. Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services.

Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer's warranty and take appropriate action.

We cannot be responsible or liable to you in relation to any service regarding:

• any loss or corruption of data, information or records;
• any loss of goodwill, or any loss of (or interruption to) business or contracts;
• any failure by you to follow our reasonable advice, recommendations or instructions;
• any losses you may suffer arising from your use of (or failure to use) any anti-virus software; and
• any loss that is not reasonably foreseeable.

INFORMATION WE REQUIRE AND USE OF INFORMATION

We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls and an e-mail address.

We may record your conversations with our engineers for training or records purposes. Your data protection and privacy rights regarding other information we may collect are set out in our Privacy Policy.

The use of this information is governed through our privacy policy.

WHO WE ARE

We are KNOWHOW™, © DSG Retail Limited 2011. DSG Retail Limited, Maylands Avenue, Hemel Hempstead, HP2 7TG. Registered in England No. 504877, VAT number: 226 6599 33.

In these terms and conditions, references to "we" and "us" are to Dixons Retail trading as KNOWHOW™.

If you have any problems we would recommend you e-mail us at knowmore@knowhow.com however if you prefer to write we can be contacted at:

KNOWHOW Customer Services
Dixons Retail
The Parkway
Sheffield S2 5DD

SERVICE SPECIFIC TERMS AND CONDITIONS

WHATEVER HAPPENS™

Visiting you at home

In some outlying areas of the UK (excluding the Isle of Wight) the extra distances involved mean that we’ll service your product as quickly as possible but delivery and collection promises will not apply.

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 7 days for WHATEVER HAPPENS™ Premier and 28 days for WHATEVER HAPPENS™, 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 7 day and 28 day promises do not apply and you will receive vouchers to the value of the original price paid.

If you have bought Whatever Happens™ 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 Whatever Happens™ agreement. If you pay monthly your agreement will end.

If Currys, Currys Digital, PC World, Black or Dixons Travel ceased trading, would my product still be protected?

Yes. Our promise is to protect our customers’ product support agreements. There is an independently managed trust fund to meet all our obligations to our customers who have purchased a term agreement.

What are my legal rights?

The contents of these terms and conditions 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 support 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 a refund.

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 buying your product. Product support agreements 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.
• 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.
• Protection for dishwashers, vacuum cleaners, cooking and laundry products if used for business.

Cancellation Period

If you pay monthly you can cancel within 14 days of purchase by calling us on 0844 561 1234. 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 us on 0844 561 1234, but please note that if you do this you will not receive a refund.

If you have bought a 3 or 5 year term and are not completely satisfied, you can cancel it within 45 days of purchase. Please call us on 0844 561 1234 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 1686, Sheffield S2 5YB, England.

Calls charged at 5p per minute from a BT landline, calls from other networks may vary. Your service agreement is with DSG Retail Ltd. Registered office Maylands Avenue, Hemel Hempstead, Herts HP2 7TG. Registered in England number 504877.

AERIAL INSTALL & TUNE

Ask a member of staff to book your appointment in store for a day that suits you (AM or PM appointments available).  Alternatively, just give us a call on 0845 017 9710.

The service is conducted by our partner OrderWork Ltd.
What you need to do before we arrive (preparation).

• Ensure you are at home on the morning or afternoon of the appointment.
• Ensure the engineer will have front, side and rear access to your property.

Here’s what we’ll do

• Supply and install a new, high quality digital aerial compatible with your location.
• Cable it to your Freeview receiver and TV.
• Scan and tune in all available digital channels.
• Give you a demonstration and answer any questions you have.

Here’s what we won’t do

• Supply the TV or Freeview receiver.  You need to purchase these separately.
• Channelling of cables, except directly from the outside to inside of your property at a convenient location.
• Installations above 3 storeys high.
• Commercial premises.

AERIAL FAULT & FIX

Ask a member of staff to book your appointment in store for a day that suits you (AM or PM appointments available).  Alternatively, just give us a call on 0845 017 9710.

The service is conducted by our partner OrderWork Ltd.

What you need to do before we arrive (preparation)

• Ensure you are at home on the morning or afternoon of the appointment.
• Ensure the engineer will have ladder location access to your aerial.

Here’s what we’ll do:

• Replace any damaged or worn out aerial parts and aerial cabling.
• Re-align your aerial for optimum signal strength.
• Scan and tune in all available digital channels.
• Give you a demonstration and answer any questions you have.

Here’s what we won’t do:

• Supply a replacement TV or Freeview receiver.
• Channelling of cables, except directly from the outside to inside of your property at a convenient location.
• Installations above 3 storeys high.
• Commercial premises.

AERIAL MULTIROOM INSTALL & TUNE

Service only available when bought with AERIAL INSTALL & TUNE or AERIAL FAULT AND FIX.
Service subject to service terms of AERIAL INSTALL & TUNE or AERIAL FAULT AND FIX.

Here’s what we’ll do:

• Supply and install an aerial cable.
• Connect it to your existing aerial system and Freeview receiver/TV.
• Scan and tune in all available Freeview channels.
• Give you a demonstration and answer any questions you have.

FREESAT SET UP & DEMO

Ask a member of staff to book your appointment in store for a day that suits you.  Alternatively, just give us a call on 0844 561 1234.

What you need to do before we arrive (preparation)

• Ensure you are at home on the day of the appointment.
• Ensure you have an existing satellite disk (that worked was previously in service) on your house and cabling to the location where you want your Freesat receiver.

Here’s what we’ll do

• Setup up your Freesat receiver and connect it to your existing dish, TV and cabling.
• Tune in all available channels.
• Demonstrate and answer any questions you have. 

What we don’t do

• Supply the TV or Freesat receiver.  You need to purchase these separately.
• Supply cables/cabling.
• Routing wires and cables within walls.
• Installations above 3 stories high.
• Chimney and roof installations.
• Commercial premises.
• Supply additional cables such as SCART, Component and HDMI.

FREESAT INSTALLATION AND DEMO

Ask a member of staff to book your appointment in store for a day that suits you.  Alternatively, just give us a call on 0844 561 1234.

What you need to do before we arrive (preparation)

• Ensure you are at home on the day of the appointment.
• Ensure the engineer will have front, side and rear access to your properly.

Here’s what we’ll do

• Supply and install a new satellite dish and associated cabling.
• Set up your Freesat receiver(s) and connect to your TV(s).
• Tune in all available channels.
• Demonstrate and answer any questions.

What we don’t do

• Supply the TV or Freesat receiver.  You need to purchase these separately.
• Routing wires and cables within walls.
• Installations above 3 stories high.
• Chimney and roof installations.
• Commercial premises.
• Supply additional cables such as SCART, Component and HDMI.

FREESAT+ INSTALLATION AND DEMO

Ask a member of staff to book your appointment in store for a day that suits you.  Alternatively, just give us a call on 0844 561 1234.

What you need to do before we arrive (preparation)

• Ensure you are at home on the day of the appointment.
• Ensure the engineer will have front, side and rear access to your properly.

Here’s what we’ll do

• Supply and install a new satellite dish and associated cabling.
• Set up your Freesat+ receiver(s) and connect to your TV(s).
• Tune in all available channels.
• Demonstrate and answer any questions.

What we don’t do

• Supply the TV or Freesat+ receiver.  You need to purchase these separately.
• Routing wires and cables within walls.
• Installations above 3 stories high.
• Chimney and roof installations.
• Commercial premises.
• Supply additional cables such as SCART, Component and HDMI.

HOME THEATRE SET UP & DEMO

Ask a member of staff to book your appointment in store for a day that suits you (AM or PM appointments available).  Alternatively, just give us a call on 0845 017 9710.

The service is conducted by our partner OrderWork Ltd.

What you need to do before we arrive (preparation)

• Ensure you are at home on the morning or afternoon of the appointment.
• Ensure you have the audio visual products you want us to install to hand.  Its generally best if you have not opened any new products.
• Ensure you have all the leads and cables needed.

Here’s what we’ll do

• Un-box all new audio visual equipment and remove/recycle the packaging (if required).
• Connect and set up your new and existing equipment.
• Configure, calibrate and optimise the equipment.
• Cable clip the leads and cables to the skirting board (if required).
• Demonstrate the equipment and answer any questions you have.

What we don’t do

• Supply cables, these come with your products, or you will need to purchase any additional cables separately.
• Supply brackets and mount on wall or ceiling.
• Routing cables within walls.

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 0844 561 1234.

What you need to do before we arrive (preparation)

• Ensure you are at home on the day of the appointment.
• Ensure you have the network, computer and peripheral products you want us to install to hand.  Its 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 you have all the micro filters you need (one per each device on your telephone line).

Here’s what we’ll do

• Setup and install any four network products.  For example, a router, a desktop, a PC and a games console.
• Un-box all new equipment and remove/recycle the packaging (if required).
• Setup your Internet router and connect and setup up to four devices (not just PCs) 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 in the service cost.
• Fully test your 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 an up-front charge that covers carriage and to diagnose the fault. This is non-refundable 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 you 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 your product and you will pay for the repair when you collect your product. This is in addition to the up-front payment.
• If you decline, we will return your product to you unrepaired. The up-front charge will not be refunded.
• Our repair work is guaranteed for 3 months from the date the product is returned to you.