Top critical review
Terrible Customer Service/Questionable Coverage
on June 19, 2017
I've purchased a few of these plans over the years for different items but never needed to file a claim until recently. Concerning the plans themselves it was suggested to read the actual plan info in full after you purchase it. I was told you have 30 days to cancel and get your money back if you aren't happy with the terms. In the terms it states that they can replace your item with a new or refurbished item which can be the same or comparable which isn't really defined. What it doesn't say is that when you are sent a refurbished item it is covered for defect only for 30 days and after that you are on your own even if you have 18 months+ left on your protection plan. There are things in the contract that mention a lemon policy and talk about repeated repairs none of which apply if you are sent someone else's refurbished item. Repairs and or replacements are at the sole discretion of someone else. (3 agents stated it was a contracted third party but a supervisor said this was untrue and it was their depot) Either way there is limited communication and accountability between the two.
We had to file a claim on a tablet that was purcahsed for my daughter for Christmas 2016 with the black friday multi device plan. Within 4 months it was having major problems. We contacted the company and were told to send the item in. They stated a repair or replacement would arrive in 7-10 days. We were also told if the item was not repairable we would be contacted regarding what it was replaced with. 6 days in we hadn't heard anything and called to see if it was able to be repaired. This is where all the trouble started. For the next week and a half we talked to several agents. To be fair there were a couple who really did try and were sympathetic but all they could do was apologize and say they wished they knew where to go or who to ask to get answers. One said even asking a supervisor only got conflicting answers. Other agents were blatantly disinterested, rude, and just justified doing nothing and why it wasn't their problem. Agents on the phone suggested I message the chat desk on the website.. who then suggested I call in to the call center. I was literally told at a point to try hanging up and calling back to try to get someone who would have a better answer. It was around and around in circles with each new person giving different conflicting answers if any. We did finally get a refurbished tablet of the same model. It was having similar problems to the first when it arrived. When I called back again their answer was to start the whole process over again from the beginning. We had already been told that they are unable to order the parts to repair this particular type of tablet so I was insisted on talking to a supervisor. I had asked before but never actually managed to get to one. They would insist that they couldn't do anything different, or say they weren't available, or agree to get one leave me on hold and then come back to tell me what they supposedly said. One left me on hold for a total of 9 minutes then hung up on me. I did finally manage to get to a supervisor. She was helpful and after I had explained the whole ordeal again she was willing to issue a gift card for the amount of the original purchase which we were able to use to purchase a different new tablet which would then be able to be covered for the remainder of the plan. Glad we were finally able to get it resolved but at this point I'm preying we never have to file a claim with this company again. I've had plans through walmart and bestbuy in the past and would recommend them over this any day.