Top critical review
33 of 33 people found this helpful
Order & item info not automatically obatined from Amazon
on March 23, 2014
This is an extended Warranty purchase, that was bought at the same time as the actual item, There is no coordination between Amazaon and SquareTrade about the "order"; which specific item was purchased, price, Amazon order number etc., Specifically no info on what this extended coverage is applicable to, even though the extended warranty was purchased together with the item. Amazon "pops" up the option to buy the coverage along with the item, but it is listed as a separate purchase. That would have been ok if Amazon and Squaretrade coordinated & synch'ed up on the specific item purchased. Square trade sends a "contract" with no information on what is covered. I had to call Square Trade, who required me to send them (email) the pdf copy of the Amazon order as proof of purchase, delivery / shipment information and also provide the description of the item and serial number etc. I can understand they not having the last part but, the "purchase order" info and ship / delivery info must minimally be directly communicated by / obtained from Amazon. They automatically list the coverage date as order date + a couple of days, even though the item I ordered was back-ordered and did not ship for 3 weeks after purchase. When I called Square Trade their attitude was it is your responsibility to call us and convey the information, if you want the coverage. Also, the contract sent is a "generic" boiler-plate one. Does not conta8in their "contract #", which is required if you need to approach them for coverage. Even after I mailed "proof of Amazon Purchase", they did not send me the Contract that identifies the item of purchase covered and their contract number. The customer support is not consistently good. I called about 5 times total to resolve issues with my different order from Amazon. A couple of the folks are extremely cooperative. Others are very rude. Some misleading. When you buy the coverage (in my case a Large TV), they boast "in home" coverage for TVs larger than 35 in screen, but they hide the fact that only hardware issues are covered, and not software or firmware issues. That important "exclusion" detail comes in the contract emailed later. They also don't proactively tell you, you need to mail /email them the Amazon order "proof", to be eligible for the coverage. If you would ever need the coverage, they will not cover until you mail them the "proof of purchase". If I bought a 5 year extended warranty and I need the coverage in the 5th year, if I did not know I needed to send them the "proof of purchase"from Amazon, I would need to scramble after 5 years to did-up he Amazon order info, proof of shipment / delivery etc. Why can't this be obtained from Amazon when the square-trade coverage was purchased, as an integral part of purchasing the actual item from Amazon. That information should include make and model of the item along with the purchase price, date etc. Also, why doesn't square trade proactively seek all the required information from the purchaser of the item, instead of waiting for the purchaser to "discover", he/she needs to provide some critical information to square trade for the coverage to be valid. Seems like finding anyway possible to deny a coverage later on. At least that is impression I get, as they don't include the contract # and other critical information in the actual contract. So,when I need the coverage I have no solid "proof" with me that the "generic contract" sent to me, was supposed to cover this specific item for this specific period. Lots of issues I see need to be rectified with square-trade extended warranty purchase through Amazon.