Top positive review
23 people found this helpful
My experience with filing a claim: good peace of mind, but there's room for customer service improvements
on January 15, 2016
As another reviewer mentioned, if you go into this understanding how SquareTrade works, you will be a lot more satisfied with your purchase. Repairs will be made until you have reached the coverage amount that you purchased. So if you purchase a protection plan that offers you coverage up to $599.99 for 3 years, you can file several claims over a 3-year period as long as the cost of the repairs collectively does not exceed $599.99. If you would like to read a detailed (and pretty long) review of my experience filing a claim with SquareTrade, here it goes.
I purchased a SquareTrade protection plan for the first time in January 2013 after I had purchased an HP laptop for my final year of college. I had been through 2 other HP laptops within 4 years. For each laptop, they started to fall apart about 6 months after the manufacturer’s warranty expired. So in January of 2013, I stumbled upon SquareTrade. At the time, the 3-year Protection Plans were discounted, so I purchased one directly from their website with Accident Protection. Like clockwork, about 6 months after the manufacturer’s warranty expired, issues slowly began popping up. I did not want to file a claim with SquareTrade at that time because I had just started graduate school and really needed my laptop for my practicum as well as my classes and could not part with it for the 5-7 days it would require to be repaired.
Fast forward to this past December. I received a new ASUS laptop for Christmas. I was still in possession of my HP laptop. Nothing was wrong with the software, and it still functioned for the most part. However, by this time, the left corner was broken exposing the inside of the keyboard area, the optical drive stopped working and the outer covering fell off, the +/= key on the keyboard suddenly stopped working, one of the USB drives stopped working, it was overheating and the fan was noisy, and the left button on the touchpad had gotten stuck so I had to use a wireless mouse. Since I had a new computer, I decided to file a claim with SquareTrade to see if my laptop could be repaired (this was 2 weeks before my protection plan would expire). The process went as follows:
When I purchased the plan in 2013, I created an account on SquareTrade to manage my plan. On Dec 28, I signed into the website, and clicked the “File a Claim,” button. From there, I filled out the online form indicating what was wrong with the laptop. The next events are the major reasons I give them 4 stars instead of 5. After you submit your claim, you have to wait for a rep to email you to let you know if your claim is approved or if they need more info. Less than an hour after I submitted the claim, a rep contacted me. The email that was sent was full of misspellings and grammatical errors to the point where I couldn’t even understand most of what was being said. The email also did not contain any SquareTrade logo or header, so I was skeptical about even responding to it. The rep told me that the serial number I entered on the website and claim form could not be verified, so I needed to send them a picture of the serial number on my laptop before they could approve the claim. I sent an email asking where I needed to send the info and received an automated email response that basically said I couldn’t reply to that email address and should contact SquareTrade and provided a link to the website’s contact page.
On the page, there was no email address to contact them. There was only a phone number to call or you could enter your info to have them call you, supposedly within an hour. I was at work and could not take phone calls. So I went to their Twitter page and saw an interaction they had with a customer telling them to email them at their Social Helps address, and they gave the email address, so that’s where I sent an email explaining my ordeal. This all occurred on a Friday, and my final email was sent after 5pm on Friday, so I had to wait until Monday for a response as their reps only work during regular business hours. That Monday morning, I received an email (that contained their logo this time) from the Social Helps rep, and he said he looked at my info and went ahead and approved my claim with no explanation as to why another rep requested me to send a picture of my serial number before processing the claim.
Anyhow, about 2 days later, I received the shipping box from SquareTrade for my laptop. The box came with a return label and another claim form attached to it, so I filled out the claim form, packed it with the laptop inside the box, and taped the return label to the top of the box. I scheduled a pickup with FedEx, and they came to my home to pick up the package (free of charge). I received an email about 2 days later saying they had received my laptop and would notify me if they were able to repair it. I received another email about 24 hours after that letting me know that they could repair it. About 3 days later, they notified me that the laptop was repaired and had been shipped back to me. I received it the next day. I kept up with the status of the repairs on the website.
Upon its return, the repair depot (mine was sent to one in Massachussetts, I live in NC) included a checklist of things done to the laptop, as well as a list of repairs that were made. I can honestly say that my 3-year-old laptop looks like it did the day I purchased it. They replaced the optical drive, they replaced the keyboard, they replaced the paneling on top of the keyboard, they replaced the rubber stoppers that had fallen off the bottom, they fixed the touchpad, they cleaned the fan, and they replaced the case bottom of the laptop. I also forgot to include on the claim form that one of the USB drives stopped working and only remembered that I forgot to include it after I had sent off the laptop. So I expected that it would not be repaired. To my surprise, they repaired that, too. I was pleasantly surprised and very satisfied with the service they provided. So satisfied, that I just purchased another 3-year protection plan with accidental protection for the ASUS laptop I received for Christmas. I highly recommend these plans for anyone who depends on their laptop for work or school and/or anyone who uses their laptop daily. It will definitely come in handy.
Along with the mishap with the customer service reps, I gave SquareTrade four stars because of their advertised prices on their website. I originally tried to purchase a plan directly from their website a week ago for my new laptop. They no longer run the holiday discounts they had in previous years, and prices have gone up considerably. I assume because they have increased in popularity. On their website, the price for a 3-year accidental protection plan with no deductible is twice the price of the one listed here on Amazon, and it’s the exact same plan. Even the plan with a $75 deductible is more expensive through the website than the one listed here with no deductible. I purchased my plan here, and its terms are exactly the same as the one I purchased 3 years ago. So I would recommend purchasing a plan through Amazon. In my opinion, the pros outweigh the cons, and there is nothing like having peace of mind for an expensive item upon which you rely heavily for school, work, and everyday use.