‘We have insurance – so why won’t Currys repair my son’s broken iPad?’

I had paid £4.50 a month since late 2014 for insurance for a new iPad for my son, who has special needs. This covered unlimited repairs after minor and major mishaps.

The iPad has been repaired a few times since then but, when it broke last year, Currys decided not to repair it, saying that it had been neglected or misused. 

This is not the case as there had simply been an accident. I followed the appeals process and explained how the screen had become cracked, but Currys still rejected the claim. Meanwhile it had still been charging us monthly premiums until we closed the account.

KK, Essex

Your son has Down’s syndrome. The iPad is to help him with his learning and school homework and is very beneficial to his education. 

On this occasion he was excited about something and fell down from his chair with his iPad. As a result the screen cracked. Currys wrote to you: “As a result of our findings we are returning the product back to you unrepaired.”

It said the damage was due to neglect or misuse and therefore not covered. It added: “In the intervening period we must advise you that all services and benefits under your support agreement are suspended pending the outcome of further investigation.”

This must have made you feel like a criminal and was to my mind an inappropriate response. Months later, having failed, not through want of trying, to get this decision reversed and having bought another iPad for your son, you read a piece in one of my columns that resonated. 

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