Top positive review
12 people found this helpful
A+ Customer Service, Very Good Experience, with a Little Bit of a Wait
on August 6, 2015
I purchased this Exerpeutic Folding Bike on November 30th, 2014. I also purchased this SquareTrade Protection Plan in that same transaction (they sent it in a separate email about 90 minutes later... no registration or setup was required). While I loved the bike, I had three issues crop up in relatively short order. I suffered a broken pedal strap; broken pedal strap mount; and an odd whirring followed by a clicking noise with each revolution at intervals over “5” on the dial.
When the pedal apparatus broke, I called SquareTrade at (877) 927-7268 to see what they could do to resolve/repair the bike's issues. I'm pleased to say that the representative I spoke with (Anthony in Pakistan) was exceptionally kind and professional. I reported my concerns with the product, and after he asked me a brief series of questions (including tracking down the equipment's Serial Number, and emailing him a copy of the original electronic invoice), he determined that—as my bike's manufacturer's warranty had expired—I was due a full refund of the purchase price.
He presented three options for the credit. Note that tax was not refunded in any of these options:
1) I could receive the amount of my original purchase back via PayPal.
2) I could receive the amount of my original purchase back + 2% via an Amazon eGift card.
3) I could receive the amount of my original purchase back via Check (sent by snail mail).
I chose Option 2, as I fully intend to buy another bike from Amazon... getting back 2% on top of that was just icing on the cake. Once I notified the CSR of my preference, he emailed me an affidavit to sign and date. Anthony stayed on the line with me while I printed, scanned, and emailed it back to him. He put me on a brief hold to confirm accuracy and receipt and then confirmed moments later that we were all set. I was told that I should see the Amazon eCredit in my personal email account within 1-3 days.
This really has to be one of the best customer service experiences I've ever had. I’ll note that the wait/hold time to get to an agent was really long (10+ minutes), though their automated system did advise that I could alternately file my claim on their website (attached image). I always prefer to speak with an agent whenever possible, and I'm glad I did. As to those reviewers whose experiences were “less than positive,” I suspect that has a lot to do with frustration regarding the overlap period between when a product still under the maker's warranty and SquareTrade’s. I've been there too (with a vacuum from Target... don't get me started!)
All told, I spent $160.18 for the bike (including tax); $14.79 for the Warranty; and I should receive back an Amazon GC for $151.98… bringing my out-of-pocket expense for eight months of biking to $22.99. As I move forward with my decision on which bike to replace this one with, I will ABSOLUTELY be buying another SquareTrade warranty, I can only recommend that you do the same!
Update (08/14/15): A week went by and I hadn't yet seen my reimbursement. Yesterday evening, I contacted Anthony back via email, and he said that he would investigate. This morning, I had an email from SquareTrade with an Amazon credit code of $152.04.