Just a question here, but do you REALLY need the actual ORIGINAL receipt?
The last one I did online and just selected the line item off my Amex statement. They never asked for more (I did also provide a reference number for my manufacturer support call).
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Quote:
Originally Posted by jackal
In contrast to the OP, I had a perfectly pleasant experience with the Extended Warranty. I bought my iPhone last July with my Plat card (subsequently downgraded to the Gold card in January). The phone developed some problems, so I contacted AMEX about it this summer (the Apple warranty had already exipred). They asked me to mail in a copy of the receipt and billing statement. A couple of weeks later, a check for $299 (the original purchase price) arrived in the mail. No hassle (aside from having to wait for the claim to be processed). It made me decide to ensure all of my electronics/big-ticket purchases are made on my AMEX card!
I've heard that the Extended Warranty service is basically rebranded Squaretrade, and it's probably operated by them, too. (That might be why they have limited access to AMEX account information.) Apparently, if you don't have a pattern of filing claims and if it's a smaller-value item, you're more likely to just get a check or credit, though they apparently spot-check claims. Looks like the OP was a victim of this spot-check.
Not sure how to go about filing a complaint about the service the OP received, given that it's a subcontractor. Still, someone at AMEX should be able to hold them accountable for the contract...
So how does the new phone work?
Its a nice service that AMEX offers, parents used AMEX to get my laptop at Costco who already extends the warranty to two years. I've mailed mine back twice to HP so far for repairs (I use it a lot!)... but it may need service again not yet, but I can feel it happening ... and then we'll see how good AMEX really is (FWIW, dealt with Visa before and had them cut us a check for a laptop that went bellyup, but was an intense process)
The last one I did online and just selected the line item off my Amex statement. They never asked for more (I did also provide a reference number for my manufacturer support call).
Did you open the claim at onlineclaim.ameicanexpress.com? It never has asked me to select a charge from a statement.
I spoke to a supervisor today who would not budge and was extremely rude and said did it come with a power cord? It did so you're required to mail it in. The original letter never stated to mail in the power cord. I am not sure who to escalate the issue with. The supervisor would not escalate the issue. I could contact American Express or someone at The Warranty Group. Not quite sure which method would work best. I thought about contacting the BBB or the state insurance regulator.
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I would contact American Express because they hired this company. Even if they do not intercede in your case they will know that the contractor did not perform to your satisfaction.
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I just used the extended warranty feature on my card for the first time and it worked flawlessly -- none of the problems described in this thread. And my item was outside the extended warranty period! I bought my printer from Costco in 02/2007 with a 1 year mfr. warranty (meaning extended warranty would have been good till 02/2009), it stopped working last month and I figured I'd file the claim with Amex anyways (seeing as how they often grant exceptions to the rules w/ return protection and purchase protection). The total cost of this item was $70
I figured they would ask to send in the printer, or at the minimum ask for a receipt. Nope, they didn't ask for either...credit was issued to my account after ~1.5 weeks with no followup required. I was planning on taking the printer back to Costco if Amex failed to come through but this totally saved me the extra step!
It's unfortunate that the OP had to deal with this much BS for an equally priced item as mine. I think I bought my Jawbone earlier this year for around $60 or 70. I can imagine Amex being strict on the rules for a high $-value item, but this much fuss for about $70 is just stupid on their part
__________________
"He has all the virtues I dislike and none of the vices I admire.” - Winston Churchill
I have heard of other people having great experiences, I guess it all depends on who you get to handle your claim some employees are better than others, there are always bad apples in the basket.
Having the Platinum Charge card with an annual fee I expect a much higher level of service and much better treatment than what I have received from the Extended Warranty people. It could cost 25%+ the price of the item if its not to expensive in shipping.
Instead of apologizing they blame the customer, why didn't you ship it in originally, instead of apologizing and making the situation better. The representative clearly stated they are not a repair organization at all, all they are is an insurance company.
Out of all the times I have spoken with various customer service departments from cable tv to brokerage to credit cards I have never encountered such incompetent and just plain rude employees. The only thing keeping me with Amex is that their actual customer service is the best I have encountered. They need to coach their Extended Warranty department to meet this level of expectations set by their own customer service. At the end of the day I would just like this claim resolved and no one at Extended Warranty wants to take the initiative to resolve the situation and apologize for their error.
I have been following this forum since 10/27/09 and completely understand and agree with your concerns. As stated by previous posters, you should call Amex and let them know. On the other hand, from what I have understood, you have spent quite a bit of time calling Amex Extended Warrany Protection and posting here. If you value your time, I would just pay $6 and ship iyour charger via Fedex ground and get fully reimbursed for your bluetooth device.
When I called Amex they transferred me to the Extended Warranty people and they said they cannot access that system. I will suck it up and ship it but I am quite concerned about what would happen if my large flat screen had an issue. If there are these many issues over an item around $100 I can't imagine how much hassle there would be with a more expensive purchase.
With American Express running commercials on TV touting their Purchase Protection, Return Protection, and Extended Warranty you would think they would actually make sure these services are as easy as the commercials make them seem.
I'll try calling Amex again and escalating the issue so no one else will face this problem again. The customer service at Extended Warranty needs to be dealt with accordingly and be retrained in how to treat customers right.
Monday I think I am going to give the American Express CEO's office a call. They need to know what is going on with the services that come with the card.
Hi Benamaster, it’s Rachel with Amex Customer Care.
After reading this thread let me first say I am so sorry that you had to go through this. It is unfortunate that such a small issue turned into such a huge problem. I will be more than happy to research this issue for you and see if I can resolve this once and for all, but before I do will need more information from you. Please contact me (Rachel) directly at:
This is our secure message channel; please understand that we are unable to access account information through FlyerTalk. This will allow me to review your account and research the issue.
Once I receive your email, I will be more than happy to look into this for you and hopeful resolve it to your satisfaction.
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Good experiences here...
Sorry you are having trouble.
My experience with the Warranty folks has always been Excellent. They just took care a a malfunctioning GPS for me. Its one of the main reasons I keep my more expensive cards with them!
not yet, but I can feel it happening 
... and then we'll see how good AMEX really is 
