Top critical review
10 people found this helpful
So you think you're making a good decision....
on June 23, 2015
I purchased this accidental insurance policy for my GoPro which seemed like a smart decision at the time. Unlike many of the 5 star reviews where consumers purchased the above item, I actually have first hand experience of working with this company to use their accidental protection plan, and it has been thoroughly disappointing. When my GoPro stopped working after a year, I filled a claim. There was no visible damage or water damage. The camera just stopped powering on. As other reviewers have mentioned, the registration process is not straight forward or intuitive, and neither is submitting a claim. However, I was able to register my camera and file a claim successfully while verifying my contact info and address multiple times with a customer service rep through email and phone.
On 5/8/2015 I received an email from the company stating, "We have processed the claim and our resolution is to send you a check for the original price paid for the item as our form of a replacement. You should receive the check at your address within the next 10-14 business days". I was excited to hear that the plan was "working" and waited patiently for the check prior to buying a replacement camera.
I contacted the company 14 business days from the date of the email and was told by the customer service rep the check was not yet issued and that the company still had more time to fulfill their obligation. I contacted the company again on 6/23/15 - now 30 business days from the date of the check being issued - and was told that I would need to wait an additional 3 to 5 business day in order for them to "trace" the check before reissuing another. I was then told that if there were any discrepancies where "someone in my household had cashed the check" that there would be a $25 trace fee. Fortunately I have no bank accounts expect my own that will allow checks issued in my name to cashed.
My questions is why am I having to contact the company to follow up on them fulfilling their obligation for a product I paid for? The outcome of my experience has yet to be determined, but the fact that I need to push them for answers tells me they don't care about their consumers, and they don't care about putting together a good product. I would expected a higher level of professionalism where they at least pretending to care that I had yet to receive my check.
I would strongly encourage anyone considering this product to find another option. We all work hard for our money, and we should all expect a certain level of promptness, professionalism, and follow thorough on their part....at least I do.
***Update as of 9/22/15***
I did receive a check from Warrantech for the claim made. However I did not receive the check until 7/10/2015. Needless to say, it was a hassle to get the check issued and received. If you are willing to do the leg work and keep the company on task with fulfilling the original agreement, then this is the right product for you. I would never purchase this accidental plan ever again.