Top critical review
360 people found this helpful
Don't do it. Just' don't. Read my entire review. It's worth it.
on February 13, 2017
Please for the love of god read this entire review.
I wish I could give this company negative reviews. Simply don't do it. This protection plan, and the company, Warrantech, who sells it, are not worth the time it takes to click on em. I purchased this plan for my 700.00 camera. The plan was for accidental damage. It turns out that they have a very long list of accidental damage that they don't even cover, but fortunately they did decide to cover mine. Great right!
I mailed the camera in October of 2016 and they received it on November 2. The product description on Amazon has a list of bullet points under the price, one of them saying this: "5 Day Repair Guarantee on Depot Service". You would think that would mean my camera would be fixed within five days of their receiving it right? Well two weeks expire and I start asking for updates. On November 28 I get a response, saying that it is "In line for a technician". Then I hear nothing. I make several phone calls and get the same line, and get promises that it will be looked into but get no response. By approximately December 21 it finally gets looked at by a Tech. By December 28 I get notified that they have to order parts.
It has now been two months since I mailed this camera away to a company who advertises a 5 day service guarantee.
By January 12 I get some one on the phone who tells me that they have to mail it to the manufacturer. At this point I am becoming upset as this is now hurting my productivity and reputation. They tell me that instead of mailing it to the manufacturer they can fast track getting me an Amazon gift card so I can just buy my own.
But then I hear nothing. I email them, and approximately ten days later I get a response offering me a refurbished camera. But you can't get a new protection plan on a refurbished camera. At least none I could find. I reject the offer and ask for the gift card they offered. At least a week later after several more phone calls and emails I get another response, saying they will give me a $440.00 gift card. (The camera was 700.00).
When I call the first person I speak to tells me the 440.00 is such because my plan pays out 700.00 but they have to subtract the diagnostic fees from the company who does the repair. She actually says that "I can't expect them to pay the diagnostic fee right?" Unwilling to accept this I ask for some one who I can negotiate with. A woman answers the phone and identifies herself as a supervisor. This woman then tells me that the previous woman was misinformed and that the 440.00 was due to that being their cost for a refurbished camera that was offered. I then ask her about the 5 day service guarantee. She says that it Amazon's fault. They don't offer a 5 day guarantee that it would be ridiculous for a business to offer so quick a turnaround. Those are pretty much her words.
She then puts me on hold and of course the call disconnects.
To wrap this up I make several more calls. One supervisor actually seemed reasonable, after telling me that I have to allow for depreciation of my camera... (I bought a plan for a 700.00 camera but they were saying it was now worth 440.00). I also find out that the previous woman who identified herself as a supervisor was not a supervisor at all. Go figure. I ask for the refurbished camera on condition that they also provide me with a new accidental protection plan. Incidentally when I asked her about the 5 day service guarantee she tells me that the guarantee is that they will find me a repair service within five days. Shocked I asked her to repeat herself then again asked her to confirm that it is her final stance that the five day guarantee advertised in the product description in two different places only refers to the time they have to find a repair company... She says absolutely. She promises to call me back, but never does.
The next day I get an email with the 440.00 gift card code. That was almost four months after I mailed the camera away, and at least 20-30 hours of waiting on hold or arguing with reps. I reject the card of course and email them several times telling them so.
The Smart Guard protection team's final response response is as such: "Since the replacement item offered was denied, you are sent an ecard in the amount of the replacement item. Per the terms and conditions, your plan provides replacement of your originally covered product, or at our sole, discretion, reimbursement for the cost of replacement (up to the original purchase price). Replacement products may be a new or refurbished product of equal or similar features and functionality, but not necessarily the same brand".
So there you go. If you decide to purchase this plan expect several months of waiting and lies and many hours of heart ache and disappointment only to be given half the camera's value and a bunch of contract jargon. This company will flat out not honor its "Guarantee" and will do whatever it can to avoid responsibility, from blatant lies to hanging up on you, leaving you shaking your head and frustrated.
I will never purchase their product again, and nor should you or any one else.