Your Statutory Rights
Whether or not you purchase a service agreement or insurance policy, you have various statutory rights as a consumer that apply to the purchase of electrical goods. These include the right to claim a repair or replacement for up to six years (five in Scotland) if your electrical goods when sold were not of satisfactory quality or fit for their purpose. Within the first six months, the burden of proof is on the retailer to establish that the goods you purchased were of satisfactory quality and fit for their purpose. However, after the first six months, you will have to prove that the goods had a fault when they were sold to you. Further information on your rights can be obtained from your local trading standards department.
Other Extended Warranty providers.
Breakdown service agreements and accidental damage insurance may also be available from other high street outlets, insurance companies and other providers. They may also be available free if your purchase was made using some credit cards.
Household insurance.
Some household contents insurance policies offer cover for accidental damage, fire or theft of electrical goods. However, an excess may be payable and a claim may affect the cost of subsequent insurance premiums.
You do not have to purchase an extended warranty at the same time as you purchase your electrical goods.
You do not have to purchase a service agreement or insurance policy at the same time you purchase your domestic electrical goods. You are entitled to shop around. GAME will be happy to offer you a written quotation for the price and duration of GAMEcare, which will remain valid for 30 calendar days from the date you purchased your electrical good. Any offers, such as discounts/vouchers etc, which are linked to the purchase of GAMEcare or electrical goods will also remain available for that period.
What is GAMEcare?
GAMEcare is made up of two separate elements:
1. An Insurance policy with Allianz Insurance plc which protects your product against accidental damage from the day you purchase your product. Allianz will pay the repair costs if your product fails to operate as the result of an accident. The repair costs are limited to the current replacement cost of the product or the original price you paid, whichever is the lower amount. This policy starts on the date you bought your product, as shown on your purchase receipt, and provides cover for 2 years from that date.
This policy is subject to the relevant insurance premium being paid, and to the terms and conditions shown below.
2. A Service contract with Three Pillars Business Solutions Limited (TPBS) which protects your product against mechanical and electrical breakdown after your manufacturer warranty has expired. TPBS will pay the repair costs if your product fails to operate as the result of mechanical or electrical breakdown. The repair costs are limited to the current replacement cost of the product or the original price you paid, whichever is the lower amount. This contract starts upon the expiry of your manufacturer warranty, or the GAME warranty provided on pre-owned products, and provides protection for 1 year from that date.
This contract is subject to the relevant service charge being paid, and to the terms and conditions shown below.
Allianz Insurance plc and Three Pillars Business Solutions Limited (TPBS) are part of the Allianz (UK) Group Companies.
Please keep this document in a safe place along with your original purchase receipt, as they will both be needed if your product is accidently damaged or suffers mechanical or electrical breakdown.
Can I purchase the Accidental Damage Insurance or Breakdown Service separately?
You cannot purchase the Accidental Damage Insurance policy or Breakdown Service contract separately. They are offered as a joint product GAMEcare and if one element ends for any reason, the entire GAMEcare agreement will cease.
What happens if my product cannot be repaired?
If your product proves impossible or uneconomic to repair, it will be replaced. If your original product was pre-owned it will be replaced with another pre-owned product. Due to changes in manufacturer designs, the replacement product may differ in colour or appearance to your original product and/or contain different peripheral parts (e.g. connecters, controllers, cables).
If an identical product is unavailable, your product will be replaced with one of an equivalent specification. Alternatively, at the discretion of Allianz or TPBS, a cash or voucher settlement up to the current replacement cost of the product or the original purchase price (whichever is the lower amount) may be offered.
In the event that your product is replaced, or a voucher or cash settlement is agreed, GAMEcare will be deemed to have been fulfilled and will end. No premium or service charge refund will be payable.
Discontinued products
If your product has been discontinued by the manufacturer and is deemed to be beyond economic repair, as a result of a covered claim, we will replace your insured product with an equivalent pre owned model. If an equivalent pre owned model is not available then, at our discretion, we will offer you a voucher or cash settlement based on the following:
- Up to 6 months from the date of purchase:
90% of the original purchase price you paid. - 6-12 months from the date of purchase:
80% of the original purchase price you paid. - 12-18 months from the date of purchase:
70% of the original purchase price you paid. - 18-24 months from the date of purchase:
60% of the original purchase price you paid.
Exclusions to GAMEcare:
- Breakdown or accidental damage caused by:
- use of the product by anyone other than you or a family member who lives in your home;
- use of the product in connection with any business, trade or profession;
- use of the product in connection with any business, trade or profession;
- the product being deliberately damaged or neglected
- incorrect or faulty installation including tampering with manufacturer seal;
- the weather such as lightning, flood and high winds;
- accessories, software or peripherals that were not an integral part of the original installation;
- any form of portable external storage media (not limited to but including computer tapes, memory cards, diskettes, CD, DVD players);
- wear and tear or gradual deterioration of performance;
- any form of electronic virus.
- Repair costs for:
- work which relates to a manufacturing defect or manufacturer's recall of the insured product;
- damage to non working parts such as casing and fittings, with the exception of handheld devices where the damage materially hinders playability;
- disposable/customer replaceable items such as batteries, protective covers, memory cards, controllers that were not part of the original purchased product;
- headphones;
- damage to any game discs;
- cosmetic damage such as denting, scratching, chipping, staining, rust or corrosion;
- cleaning your product;
- repairs carried out by persons not authorised by Allianz or TPBS.
- Call out charges where a fault cannot be found with the product.
- Repair or replacement costs to controllers which were purchased separately to the original console or as part of a bundle, and were not the standard controller supplied with the original product (not limited to but including fishing rod, steering wheel and guitar attachments which are only used for a specific game).
- Repair or replacement costs to items which are plugged in to the product such as a television or radio/speaker system.
- Any costs suffered as a result of not being able to use the product or any costs other than the repair or replacement cost of the product.
- Any cost where you have had your product upgraded or modified in any way.
- Any cost or damage caused by the failure of any electrical or computer equipment, software, micro-controller, microchip, accessories or associated equipment to correctly recognise and process any calendar date or time.
- Any cost or damage where you have failed to follow applicable legislation on the fitting of your product.
- Any costs covered under the manufacturer warranty or the GAME warranty provided on pre-owned products
- Any cost or damage caused by pollution.
- Damage caused to the product whilst it is in transit and not in your immediate possession, for example, in the post or in an aircraft hold.
- Any cost arising from any problem with the supply of services such as electricity, gas or water.
- Any cost or damage caused by war, terrorism, invasion, act of foreign enemy, hostilities (whether war be declared or not), riot, strike, civil commotion, civil war, rebellion, revolution, insurrection or military or usurped power.
Are there any other conditions to GAMEcare?
- It can only be purchased by persons aged 18 years or older.
- It is limited to products bought and used in the United Kingdom, Isle of Man and Channel Islands.
- It excludes costs or payments recoverable from any other party, under the terms of any other guarantee, warranty, insurance or service agreement.
- It is automatically cancelled if you submit a request for repairs knowing it to be false, fraudulent or a misrepresentation of the facts.
- It may only be altered, varied, its conditions relaxed or premium or service charge changed by GAME, Allianz or TPBS, giving you 30 days notice in writing.
- Unless Allianz and TPBS agree otherwise:
- the language of GAMEcare and all communications relating to it will be English; and
- all aspects, including negotiation and performance, are subject to English law and the decisions of English courts.
- If your product is replaced because it is considered uneconomical or not possible to repair, then:
- Allianz or TPBS may take possession of the original product and dispose of it. If they choose not to take possession of the original product, they will not be responsible for any disposal charges.
- GAMEcare will cease and you will not be entitled to any refund of premium or service charge.
- You must take all reasonable precautions to prevent any damage to your product.
Cancellation Procedure
You have the right to cancel GAMEcare within 45 days of the start date. If you cancel within this 45 day cancellation period you will receive a full refund of the premium and service charge paid, provided that your product has not been subject to any repairs or a replacement. If you decide to do this, you should return to a GAME store with this document and your original purchase receipt.
After the 45 day period, you may cancel GAMEcare at any time by writing and enclosing your original purchase receipt to GAMEcare at: Customer Service Department, Three Pillars Business Solutions Limited, PO Box 589, Great West House (GW2), Great West Road, Brentford, TW8 1AH. Please note you will only be offered a refund of premium or service charge where the pro-rata return amount exceeds the sum of 5 and you have not submitted a claim/fault which will lead to a replacement item or voucher settlement being issued.
Allianz or TPBS may cancel GAMEcare at any time by giving 30 days written notice to you. If this occurs you will be entitled to a pro rata return of premium and service charge.
What to do if your product breaks down or is accidently damaged.
- Firstly check the manufacturer instructions. Remember if no fault is found you may be required to pay a call out charge. If the fault persists and the manufacturer warranty or the GAME warranty provided on pre-owned products has ended, or if the product was damaged as a result of an accident, call 0844 391 1050.
- Your details will be checked and, if valid, the authorised repairer will send you instructions on where to send the broken product. You will be required to provide the repairer with your original purchase receipt. Packaging of the broken product and the cost of packaging will be your responsibility. Where possible, it is recommended that you use the product original packaging. Occasionally you may have to arrange for a local repairer, but you will be told if this is necessary.
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You will not normally be asked to pay for the repair. In some circumstances this may not be possible, for example if you are asked to arrange for a local repairer. In this case, settle the repair bill and obtain an invoice which must state:
- whether the cause is accidental damage or breakdown
- the date and circumstances of the or accident or breakdown
- the date of the repair;
- the remedial work carried out;
- the cost of labour;
- parts replaced and cost;
- the VAT amount;
Who provides the Accidental Damage Insurance part of GAMEcare?
Your Accidental Damage Insurance policy is underwritten by Allianz Insurance plc (Allianz): Registered in England No. 84638 and administered by Three Pillars Business Solutions Limited. Registered Offices: 57 Ladymead, Guildford, Surrey, GU1 1DB, United Kingdom. (ACS1506-2 04.10). Allianz is authorised and regulated by the Financial Services Authority (FSA). Their FSA registration number is 121849. Authorisation can be confirmed by the FSA by calling 0845 606 1234 or this can be checked by visiting the FSA website at www.fsa.gov.uk/register.
Who provides the Breakdown Service part of GAMEcare?
Your Breakdown Service contract is provided by Three Pillars Business Solutions Limited (TPBS). Registered in England No 01593580. Registered Offices: 57 Ladymead, Guildford, Surrey, GU1 1DB, United Kingdom.
Data Protection.
The details you supply will be stored and used by GAME, Allianz and TPBS to administer GAMEcare. Your personal details may be transferred outside of the EU. They will at all times be held securely and handled with the utmost care in accordance with all principles of the English law.
Allianz may exchange your details with other insurers through various databases to help them check information provided and also to prevent fraudulent claims. Your details will not be kept for longer than necessary.
Fraud
If you or anyone acting on your behalf makes any false or fraudulent claim or notification of fault or supports a claim/fault by false or fraudulent document, device or statement, GAMEcare shall be void and you will forfeit all rights under GAMEcare. In such circumstances, Allianz and TPBS retain the right to keep the premium and service charge and to recover any sums paid by way of benefit under GAMEcare. If Allianz or TBPS receive a claim or fault under GAMEcare they may ask you to give written consent, during the claims/fault process, for them to obtain specified information and material from the police and to exchange information and material with them. The purpose of these measures is to help Allianz and TPBS verify claims/faults and to guard against fraud. If you give such consent you will be given the opportunity to receive a copy of the information and material the police release to them. Should you decline to give such consent Allianz and TPBS may in turn decline to settle the claim/fault without the required information and material.
Notice to Customers
You are advised that any telephone calls made to the Allianz and TPBS administration and claims/fault handling units are recorded. These recordings are used to monitor the accuracy of information provided by customers and their own staff. The recordings may be used to allow additional training to be provided to Allianz and TPBS staff or to prove that their procedures comply with legal requirements. Allianz and TPBS staff are aware that conversations are recorded.
General Enquiries.
For any enquiries about GAMEcare please contact Allianz and TPBS on 0844 391 1050 or email csc@allianz.co.uk
Complaints Procedure.
Allianz's and TPBS aim is to get it right, first time, every time. If they make a mistake they will try to put it right promptly.
They will always confirm to you the receipt of your complaint within five working days and do their best to resolve the problem within four weeks. If they cannot, they will let you know when an answer may be expected.
Please contact Allianz or TPBS at: Customer Satisfaction Manager, Allianz Insurance plc, PO Box 589, Great West House (GW2), Great West Road, Brentford, TW8 1AH.
Email: schemescsm@allianz.co.uk, Telephone: 01483 260 758.
THE FOLLOWING SECTIONS APPLY TO YOUR ACCIDENTAL DAMAGE INSURANCE POLICY ONLY.
If Allianz have not sorted out the situation within eight weeks they will provide you with information about the Financial Ombudsman Service.
Using the complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.
Financial Services Compensation Scheme.
If Allianz is unable to meet its liabilities you may be entitled to compensation under the Financial Services Compensation Scheme (FSCS). Further information about compensation scheme arrangements is available at www.fscs.org.uk, by emailing enquiries@fscs.org.uk or by phoning the FSCS on 0207 892 7300.
Copies of this document are available in Braille, audio cassette or large print on request.
