The Anonymous Widower

A Message To All Customers Of Currys/Dixons plc

On the 30th of October, I noticed an entry on my credit card statement labelled PRODUCT SUPPORT AG, with a reference of 0844 800 6080.  I thought at first, it was some sort of charge, I’d encountered on my trips into Europe for something like wi-fi access. But I was still curious, so on searching the Internet, I found this page on a web site called Odd Box. Here’s the first paragraph.

If you have previously purchased a product from PC World or Currys, you may have signed up toPC WORLD/Currys, WHATEVER HAPPENS. The transaction under your credit or debit card as PRODUCT SUPPORT AG. It’s also marketed as Knowhow from Dixons Retail plc, the parent company of PC World, Currys and Dixons. This is an extended warranty offered for TVs, Laptop, PCs, electronics in general or any other item they sale. The warranty usually goes beyond the standard manufacture warranty to fix or replace items that develop a fault.

Now I never purchase extended warranties on anything, as these days electronics goods are either very reliable or die in the first few days.  If it’s the latter, I’m of course protected under my normal retail rights.

I always strongly say I don’t want the extended warranty, so I started to suspect there had been a mistake somewhere.

But on what product and how much had I been charged in error. So to find out these answers, I sent a message to my bank, which is Nationwide.

On my credit card statement, there is an entry that puzzles me. It says Product Support AG and has a reference of 0844 800 6080. On checking the Internet I find it is for something I bought in Dixon/Currys.

I have no idea what it was, as I don’t keep statements. I also always say that I don’t want the insurance or service, so I suspect someone at their end has filled in the computer incorrectly. I never need support for anything in this area, as I once sold a computer company for a nine figure sum, and I was the technical guy behind it. So not only is insurance something I stand myself on anything computing or electrical, but if I don’t know the problem, one of my friends does. So for this reason, I never take the extra insurance. It’s their version of PPI, which I managed to avoid, except in one small case.

So please could you send me details of the transaction, what it was for and how much their practices have cost me? I suspect, it was an error at their end, as I am usually very definite in refusing the support. I shall be posting all of this on my blog and writing to Watchdog and my MP, so your co-operation in this matter is appreciated.

I hoped that this would give an answer to my questions, so I could take the matter further with Dixons.

I didn’t get an answer, I got decisive action.Today, just a couple of working days after my original message to Nationwide, four payments had been refunded to my credit card and it is now obvious from the dates that the product was my Samsung Tab 2.  Something, I no longer use, as everything I did on it, I now do on my Samsung Galaxy Mini phone, which you’ll admit is a little bit smaller to take on my travels.

It’s certainly pats on the back all round for Nationwide.

The money refunded incidentally, pays for a good meal for two. Do I have any takers?  You can have the Samsung Tab 2, if you want it. It’s got a case too!

One point here, is that I would have spotted this mistake earlier, if the information on credit card statements was more detailed.

Does keeping the statement information deliberately vague, mean it is more likely, that customers, will not spot to what they’ve signed up? Next time, I buy something from Currys/PC World, I’ll use several of those credit cards with the Queen’s head on them.

I also notice that with my new television, which was bought from John Lewis, that they threw in an extra warranty for free!

November 5, 2013 - Posted by | Computing, Finance | , ,

13 Comments »

  1. Slightly different topic but I recently received my new Bank Card from Nat West. They were overjoyed to tell me that it was now “Contactless payment” enabled. Well I don’t want that! I am quite capable of paying conventionally and don’t want to have to keep my card in one of those metal lined wallets to avoid the card being hacked or watch out no-one is standing behind me with any suspect monitoring equipment while using it..
    I Called them and surprisingly they were quite happy to send another card to me without the contactless option. It took only about 3 days to arrive and was very simple to start using although some of my direct debits and online purchase companies do require an update for “Expiry date”
    I cut up the contactless card into LOTS of little bits (having investigated it ajust a little bit around the chip)
    Well done Nat West! I wonder if other banks would be so helpful?

    Comment by Mike Jay | November 5, 2013 | Reply

    • I don’t want one either, as because I’ve got a Freedom Pass, I could end up paying for the bus, by putting the wrong card on the reader. I’ve actually got a double-sided leather folder, which I can put the Freedom Pass in one side and the credit card in the other. As the sides are different colours, you can make sure it’s the right way up. In a few years time, I think the technology will be sorted and it will be used for public transport all over the world. In so many places, it’s virtually impossible to work out how you pay for the buses, trams and subways.When they get it right, it will probably cut staff on buses and trains, but it will create a lot more tourist related jobs in shops, restaurants and hotels. One of the things they could do to cut fraud, is send you a text every times, the card is used in a contactless manner. If it was a scam, then you could reply to the text accordingly. Done properly, a system like that would make a stolen card worthless, even if only a few percent of cards were reported.

      Comment by AnonW | November 5, 2013 | Reply

  2. Be careful of PC world/Curry.

    If you buy something from this store, you will be automatically buy the extension warrenty which is not needed. Even though you canceled this service, make sure that you have checked your bank statement very carefully. By google the key words “product support AG CD 1212” (the charging item in the bank statement), you can see lots of people who bought items from PCworld/Curry have been trapped in this tricks.

    Here is my story: In june 2013, i just migrated into uk from china six months, i did not speak English well at that time, ASUS laptop was my first perchase in PC WORLD, maybe the last. when i bought it, the shop assistant introduced me knowhow to protect my laptop (actually they bundled the extension warrenty with the laptop, when I authorized the payment for laptop, the warrenty automatically issued, that’s where the key point of the scam is), i did not fully understand him, i thought it was qualification certificate and free after purchase service. when i understood what it is, i asked the assistant to cancel this service(i really can hardly understand english in phone). after several minutes telephone which number is in a card he give me, he told me that it was canceled. then, i thought it was canceled. however, tonight when I checked my bank statement, I found a mysterious charging monthly, which is named as “product support AG CD 1212”, which is much more looks like a payment from a post machine. After google it, i noticed that i was still charged till today for two and half years(10.5 £/month) by PC world know how plan (or wahtever happens)! I bought the laptop in pc world on 7th june 2013, today it is 12th nov. 2015. i can not believe that PCWORLD cheated me, a foreigner who can not speak and hear english well for such long time!

    Comment by Hengxu Ha | November 26, 2015 | Reply

  3. Thanks so much for blogging about this. I just found out this has happened to me too after buying a new TV nearly a year ago. Why the heck would I want an extended warranty and pay for it on my credit card! If_ I had wanted it I would have done a direct debit – but then I know I explicitly said no in the shop, so there we go.

    I’ve just started complaint procedures with my credit card company (MBNA) in the hopes of getting the money back and future payments blocked. I can’t believe Currys did this to me, I’m usually so vigilant with this stuff. I even worked in PC World for a few months so I should know what tricks they get up to. Actually I should tell BBC Watchdog about this – so many other people out there will have been scammed by this I’m sure.

    Comment by NickC | January 27, 2016 | Reply

  4. If MBNA don’t come up to scratch, I’m sure there are other credit card companies, who are!

    I don’t blame Dixons either, but I suspect it was an employee wanting to up his commission.

    Comment by AnonW | January 27, 2016 | Reply

    • I don’t agree with not blaming Dixons/Currys actually. Within the stores they create a culture of dishonesty, encouraging manipulation of customers to trap them into schemes or scams such as these. It’s a dishonest practice which is re-enforcement by not paying their staff well enough.
      When I worked in PC World (in the early 2000’s) we were constantly pushed to always try to sell additional add-ons to things, such as paper if someone bought a printer, or desks if they bought a computer. They don’t make money on the gadgets and hardware they sell, there’s very little margin on them due to the need to compete, but they make huge amounts on the accessories because of their ability to bulk buy the smaller, cheaper, and long expiry items.
      So in my case I think the sales guy was just doing what he was told, combined with it being late on a Sunday afternoon with the store about to close. If only I could find the blasted receipt…

      Comment by NickC | January 27, 2016 | Reply

  5. I rang them on 0800 0665833 there now only because I was on my online banking and noticed an amount taken out that I don’t recall paying for. Googled it and up popped this. They said they have had many calls like mine many times before, and once the investigation is confirmed I will be refunded from any previous payments that I didn’t notice come out.

    Comment by V | June 2, 2016 | Reply

    • Glad to be of assistance.

      Comment by AnonW | June 2, 2016 | Reply

  6. Thank you for posting this! I was just temporarily closing down my Mint credit card and the advisor told me about a Direct Debit coming out every month for £8. I had no clue what it was. Googled and found your post. I bought a laptop about 5 years ago! I didn’t want warranty! How do I claim this back? It’s awful!!

    Comment by Michelle | December 16, 2016 | Reply

  7. After finding this on my statement and reading all your comments I have checked back and found I have been paying £5.50 per month for the last 2 years for this “product support ag”. I don’t have any credit card statements older than 2 years so God knows how long this has been going on. I never purchase extended warranties etc on items I buy so have not given authorisation to anyone to take this money. I urge everyone who has purchased any items from Currys pc world to check their credit card and bank statements so this fraud can be stopped.

    Comment by Toni | January 21, 2017 | Reply

    • My bank sorted it out for me at no charge.

      Comment by AnonW | January 21, 2017 | Reply

  8. Thanks for posting about this – found your blog via google after seeing £8 had been taken out of my Natwest account by Product Support AG. It is listed as POS (Point of Sale) which is strange as I haven’t been in the UK for months now. This makes it difficult to cancel – unlike direct debits or standing orders. I’m now reporting this to Natwest – it’s been going out of my account every month! Got to be put a stop to this.

    Comment by philmansell | April 25, 2017 | Reply

  9. Tell NatWorst in no uncertain terms, that Nationwide got my money back and if they don’t, you’re moving your account.

    Comment by AnonW | April 25, 2017 | Reply


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