Currys to improve sales process for extended warranties

Posted by
Friday, November 15th, 2019

The Consumer Council has welcomed 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.

Article continues below

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, commented, “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.

He added, “The Consumer Council has a number of user-friendly videos and guides in the ‘Rights and Advice’ section of our website ( which outline the laws that protect consumers when buying goods, services, or digital downloads.”



Both comments and pings are currently closed.

Comments are closed


This website does not share personal information with third parties nor do we store any information about your visit other than to analyze and optimize your content and reading experience through the use of cookies. You can turn off the use of cookies at anytime by changing your specific browser settings.

We are not responsible for republished content from this blog on other blogs or websites without our permission. This privacy policy is subject to change without notice and was last updated on 16/01/2017. If you have any questions feel free to contact Newry Times by emailing

Log in