It's Broke, Please Fix It

The author of this blog site wants to provide a little special educational section on the proper way to handle yourself when calling in to either register your products or file a claim with the warranty company that administers the plan for your favorite big box retailer.

With more and more retailers offering extended service and replacements plans on a variety of items ranging from electronics, housewares and even some clothing items we want to assist you in making the process smooth and effortless for both you the customer and the representative you will be speaking with on the phone to accomplish this simple task.  However, before we begin to cover some of the simple steps of doing so we want to remind you of one thing.  The people you talk to on the phone are there to help you.

Many of you have probably purchased an extended warranty or service contract on one or more items you own in your household.  Let me take the time to explain some confusing myths about these items.  First and foremost, nearly all products you purchase today come with a limited manufacture warranty with them.  I highly encourage you to examine their warranty and read closely the terms of service and limits of liability as to what is covered and not covered under their contract.  The extended warranties you purchase often times are merely and extension of that same coverage and usually do not take effect until the expiration of the manufacture's warranty period.

It's Broken

Does this image look familiar to any of you?  I take an abundance of calls on Apple products that have cracked or damaged screens.  Most plans DO NOT cover accidental damage or handling from misuse of the product.

I can't encourage you enough when you purchase an expensive items as such to review the coverage on the plan you purchase to determine if ADH is a covered event.  Often times when I take calls from individuals looking to file a claim on these I hear such things as "the store said it covered everything" or "we don't know how it got cracked".  Regardless of what a sales associate may or may not tell you, it is your responsibility to read and fully understand the limits of your coverage.  If you have questions go beyond the sales person and ask to be contacted to the center who handles the claims of the item you may be purchasing.  A little pre-planning on your part may save you a lot of grief in the end.

Who's Responsible?

While it is certainly easy to blame someone else for a lack of responsibility, in the end it lies complete upon the consumer.  Keep in mind that the individual you speak with at a claim center did not break your item nor did they encourage you to give an expensive electronic device to a person who may not be of the appropriate age to handle such a device.  They are there to assist you in any way possible.  Acting ill toward the customer service representative will not gain you any sympathy and probably will not result in any positive result that you will find favorable.

We realize that accidents happen but we can only do what the company you purchased your item from will allow us to do within the parameters of their perspective extended service and or replacement plans.

Keep The Receipt Safe, You'll Probably Need It!

You can see here we have chosen a Wal*Mart receipt.  Have you ever notice or looked at one of these receipts after you have left it in your car for several days and noticed you can barely read it?  My suggestion to you is that you make a copy of any receipt you obtain and place the copy with the proper documentation such as manuals or warranty information and put it into a Ziploc bag and file it under a section for service contracts.  Also, you may want to write on the outside of your manual the model and serial number of the item(s) that have the plan with them.

This will ensure a smooth registration and claim filing process for both yourself and the customer care representative you will speak to.  Some plans require you to register both your product and your plan shortly after the time of purchase as where others may not.  It is important that you determine if registration is necessary.  This will save both you and the agent a lot of time and steps in the event if you need to file a claim.  Personally, I recommend that you call and register all your products that you have purchased an extended plan for.

It's Not A Perfect World!

I realize that when you have already filed a claim and things seem to have gone amuck that it can be more than frustrating.  Keep in mind, your customer care agents are customers themselves and realize the aggravation that is associated to something not going quite the way we planned.

There are some things to keep in mind to make things a little easier.  First, be patient with your agent....they are there working for you to assist you in bringing a positive solution to your situation.  However, it happens when something falls through the crack or something doesn't happen quite the way it was planned.  Keep in mind that if any of your personal information changes such as your address, telephone number and or email address it is imperative that you notify your warranty provider of these changes.  It's a team effort and it all starts with you the consumer.  Take the time to educate yourself about your plans, your products and what is and is not covered under both your manufactures warranty and your extended plan warranty.

Read The Fine Print

While the caption above may seem a bit harsh or direct, it is the truth.  By taking a little more time to read the fine print of both your manufacture's warranty and the service or replacement plans you purchase you will save yourself a lot of headaches, grief and even more importantly a little embarrassment.  We realize that when you get your new products home you are interested in using them.  However, in your spare time there is a vast amount of useful information contained within the fine print material that will serve you well!

Take it from the professionals who have learned this the hard way....a little time investing in planning, learning and educating yourself about your products and warranties will go a long way to making the necessity of filing a claim a whole lot smoother.

We have enjoyed providing you with just a small measure of information about what to expect when purchasing new products and extended warranties and wish each of your families a warm and Merry Christmas and a prosperous New Year!