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BEFORE YOU BUY READ WHAT WE WENT THROUGH "TRYING" TO FILE A CLAIM. SAVE YOURSELF THE HEADACHE DON'T BUY!
on July 31, 2014
WARNING! WARNING! WARNING! You are better off looking for a REPUTABLE customer friendly company to get insurance with. The feel good, I am covered feeling evaporates once you actually have to file a claim. Various blogs have extremely negative comments about their customer service and settlement of claims (worth your time to look at complaints for SmartGuard and Warrantech). Better Business Bureau cites them for late mailings or emailings of actual contracts so customers are not aware of exclusions, which cover almost everything. We purchased a new computer, had it a month with a purchased 4 year plan when a power surge ruined the motherboard. Gateway stated they do not cover power surge damage at all. Had noted that our SmartGuard Plan indicated they did. We did NOT get the warranty info until after the fact. In trying to file a claim the initial female agent was extremely rude, told me it was a manufacturer warranty issue and not their problem if I had not ever seen the warranty, indicating it probably went to SPAM folder. Said it was an Amazon purchase anyway and she didn't deal with that, so asked for the Amazon Rep to which she informed me I was wasting my time but she did transfer me. In all my numerous years I have never been treated so rudely, just so you are prepared in case you do have this plan and ever have to use it. (Blogs from former employees will stun you on what they are instructed to say). On being transferred a man said that he would have the warranty to us within 24 hours with a PIN so we could file a claim. Did not happen. Called back to SmartGuard on their toll free number and was told there was probably an issue with the PIN number and she would set it to expedite and should have info that day, but would be a couple days before the enrollment process was complete for us to attempt (note that word...attempt) to file a claim but everything the first year was a manufacturer warranty issue and they covered nothing. (Contrary to what they have posted as being covered but even if so the plan would be a 3 year extended warranty and not a 4 year warranty). Realizing this was going to be a very frustrating battle, to get an expert opinion took the computer to a local master technician who confirmed motherboard was dead and system had experienced a surge of some type (making it a SmartGuard Issue). Heard nothing from SmartGuard yet again so sent a chronological email to them as well as an INFO copy to Amazon. Received a very nice email from Amazon saying they were recommending a conference call with myself, them and the SmartGuard customer service reps if I was having such a hard time. Received from SmartGuard/Warrantech and email at same time with warranty and PIN. Online went to register the product and on the FILE A CLAIM box, I clicked it which said I have to call their toll free number again. Told right away it was a manufacturer issue and SmartGuard does not cover surges at all. Read him straight from the Amazon page that it clearly stated they do. Was put on hold for a while and when he came back on it was obvious he was annoyed. Told me I would have to wait a couple of days for registration to be completed before we could file and that I would have to prove the computer was plugged into a UL Listed Surge Protector and have the original receipt for when purchased. Told him the DSL was connected to a Belkin Advanced Surge Protector (UL listed) and the computer to a Philips 2160 joules Surge Protector that I could sent him pictures of right now, but as far as having the original receipts I doubted that seriously as was told that might be required to validate my system was hooked up in compliance with their warranty. (With a business computer, 2 personal computers and 3 T.V.s in the house ALL are hooked up to surge protectors and all are UL listed.) Updated my original email with latest problems with SmartGuard/Warrantech to Amazon and asking them why SmartGuard was not required to display their policy exclusions (again it has legalese loopholes for virtually everything) before a customer might even consider purchasing from this company. For example (this is from their warranty) EXCLUSIONS "Causes beyond your control;.....external perils of nature (including but not limited to: fire, flood, smoke, sand, dirt (they say includes dust accumulation ...but before you think of using a can of air to clean read further down), lightning, humidity, storms, wind, hail and earthquake." And as if that does not cover about everything most users want to upgrade their systems either initially or in time by usually adding extra memory, possibly a second optical disk drive or maybe a secondary hard drive for those back ups that are so important in the event of a system failure; then comes (again straight from their warranty you won't see until AFTER you buy) "Modifications, adjustments, alterations, manipulation or repairs by anyone other than a service technician authorized by us" In other words if you open the case for anything even cleaning the fans/CPU, boards, etc you have negated your own contract if you have not first contacted them for approval and they select (even if authorized) who you may have it serviced by. Within just a few hours of sending the latest update of the massive and ever continuing problems with SmartGuard/Warrantech to Amazon, Amazon authorized a complete refund of our purchase. Get that? Amazon not SmartGuard. So we will return the unit to Amazon and thank goodness Amazon is customer friendly and has always been reliable. So do a bit of checking for available warranty services other than SmartGuard, there are a couple highly rated with excellent reviews. We thought being advertised and promoted on Amazon gave this company credibility .... it does not nor would I recommend to anyone.