American Express Membership Rewards - Extended Warranty Problems

I purchased a Jawbone Bluetooth headset and it stopped working, my phone won't pair with it and it dies within a matter of minutes. Since I used my American Express Platinum I went online and opened a claim on September 17th.

On September 18th I received an email stating I need to mail in: "Copy of Itemized Store Receipt(s)" and "Copy of Billing Statement which has Charge of the Item(s) Claimed" which seemed strange to ask for a copy of a billing statement for an item purchased roughly 14 months ago. One would assume they would have access to at least 24 months of statements.

Finally on October 1st I receive an email stating "Please ship the bluetooth headset to us." So I mailed in the bluetooth headset.

On October 23d I receive an email stating "Please ship the bluetooth headset charger to us."

I called and spoke with Doug at Extended Warranty who stated I should have mailed in the charger with the headset even though the email said to mail the bluetooth headset and not mail everything. He was extremely insulting and rude and refused to help. Since they did not say mail in the headset and charger I said they should cover the shipping since I was unable to mail them together. He refused.

I tried to escalate the issue and finally had a supervisor return the call on October 26th. I finally was able to get in touch with the supervisor, "Mitchell" on October 27th who also refused to help and restated that I need to pay to ship the charger or else they will deny the claim. I said you should send a label, reimburse for shipping, or process the claim without the charger. He said he cannot do that and he needs the charger. This is completely ridiculous as it wasn't originally requested. No one give a sincere apology only a sarcastic "I apologize but there is nothing I can do."

When I asked about the statement issue I was told they can only access the prior 9 months worth of statements.

Whenever I speak with someone at American Express Customer Service they are always extremely professional and helpful but this third party "The Warranty Group" that provides the Extended Warranty benefit seems to have the most unprofessional and incompetent people anyone could ever round up in the business world. Seems like American Express quality is going downhill rapidly. :mad:

Just imagine if it was a 60" plasma :eek: Sorry to make light of your situation, good luck :cool:

It definitely makes me question how effective the warranty would be considering I have 4 Flat Panel television I have purchased in the past 2 years.

Amex Extended Warranty has specific T&C

From FAQ "5. How do I file a claim?
You should report the Occurrence immediately following the loss. You can easily file a claim by calling 1-800-225-3750. You must provide proof of purchase and satisfactory proof of the covered Occurrence while coverage is in effect to qualify for benefits under the Extended Warranty. Remember to keep all your American Express charge receipts, original store receipts, original manufacturers’ warranties, and products requiring repair until the claim process is complete. You may also be asked to obtain a repair estimate. The program administrator will decide whether to have the item repaired or replaced, or to reimburse you up to the amount charged to the Card, and not to exceed the original purchase price. The Extended Warranty does not reimburse for shipping and handling expenses or installation, assembly, or other service charges. "
http://www212.americanexpress.com/dsmlive/dsm/dom/us/en/feefreeservices/pages/extendedwarranty_allccsg_shareddetails.do?vgnextoi d=7c3215ab025ed010VgnVCM10000084b3ad94RCRD&vgnextchannel=3c830da9846dd010VgnVCM10000084b3ad94 RCRD&name=extendedwarranty_allccsg_shareddetails&type=intbenefitdetail

If you want to be paid under this claim, you must comply with their request in a time frame prvided. Otherwise it will be denied.

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...

Do you still have the email that you received requesting the item be sent in? Was the request in a PDF document?

When I had to deal with their return protection - a strikingly similar program - the PDF included this handy nugget in the instructions:
When sending the item to us, please include all manuals, cords, attachments and/or accessories that were included with the original purchase of the claimed item. Please do not send any items that were not included with the original purchase of the claimed item. An example of an item not included with the original purchase would be a memory card that was purchased separately from your camera.I'd be rather surprised if the email request you received didn't include similar language.

This is copy and past of the request letter which says nothing about manuals, cords, attachments.

Thank you for choosing to use your American Express Card for your purchases.

We are pleased you are participating in the Extended Warranty.

In order to complete the evaluation of your claim, please provide the following at your earliest
convenience:

• Other Information

Please ship the bluetooth headset to us at: Extended Warranty. (removed address and claim number)

To ensure prompt evaluation of your claim, please include your name and claim number on all documentation you provide to us. For your convenience, you may fax the information to 1-800-858-5971. We recommend retaining a copy of any documentation you send to us along with the date you mailed or faxed this information. Please allow two weeks from the time we receive your documents to process your claim. You may check the status of your claim online at www.americanexpress.com/onlineclaim. To enable us to better assist you, please return the requested documentation to us as soon as possible.

We value your membership with American Express and hope you will continue to take advantage of this exclusive benefit. If you have questions, please call your Extended Warranty Customer Service Department at 1-800-225-3750. A representative is available to assist you 24 hours a
day, seven days a week.

Thank you in advance for your assistance. We look forward to hearing from you soon.

We are required to inform you that any person who knowingly and with intent to defraud any insurance company or any person, files a statement containing any materially false information, or conceals for the purpose of misleading information concerning any fact material thereto,
commits a fraudulent insurance act, which is a crime. Penalties may include imprisonment, fines, denial of insurance, and civil damages.

Sincerely,
Your Extended Warranty Claims Examiner

Extended Warranty is underwritten by AMEX Assurance Company, Administrative Office, Phoenix, AZ. Coverage is determined by the terms, conditions, and exclusions of Policy AX0953 or Policy EW-IND and is subject to change with notice. This document does not supplement or replace the Policy.

I understand I have to pay for shipping which I ALREADY did when I mailed in the headset. I shouldn't have to pay for shipping again to send the charger. It is nonsense to request the headset then request the charger separately. They should have said mail the headset and accessories instead of saying just headset. I could have mailed the manual with it too but why spend more to ship all that when the letter did not ask for it.

The service is subcontracted through "TWG Innovative Solutions" which is part of "The Warranty Group" which also backs many other companies warranties. This is explains the quality difference in customer service but someone at American Express needs to be doing some form of quality assurance on this contractor.

I wonder if the Visa Signature and World MasterCard Extended Warranty benefits are this much of a hassle?

I'm going to guess: a whole lot more hassle. :D

By the way, based on a claim a year or so ago, Amex has a video of the unwrapping of every returned item package they get.

I'm going to guess: a whole lot more hassle. :D

By the way, based on a claim a year or so ago, Amex has a video of the unwrapping of every returned item package they get.

What issue did you have with them a year ago? I can't imagine they would video tape the unwrapping.

They don't seem to dispute receiving the headset just now they want the charger. I wouldn't have cared if they requested it all at once.

At the end of the day they need to work on improving their process for these claims. There is no reason for a claim to take this long and be such a hassle over and item slightly over $100 considering the amount of merchant fees and the fact the card has an annual fee. If it was a free card then it wouldn't matter as much but when I'm paying $450 a year for a charge card I have much higher expectations.

I know now I would NEVER purchase an extended warranty on an item which is backed by "The Warranty Group".

I have been a huge proponent of AMEX Extended Warranty for years, and continue to be such. I have never had any problems with them.

In the last 4-5 years, I have had the following extended warranty claims, with the following results:

Icemaker on new fridge failed within year after the fridge's 3 year warranty expired. AMEX paid for the full $250 repair cost.

Video card and screen on laptop failed. AMEX paid for the entire $950 repair.

Inexpensive inkjet printer (about $90) failed (the motorized feeding system failed) within year after expiration of the 1 year warranty. AMEX gave me credit for the whole purchase price. Did not require return of the item.

Son's iPod (birthday gift from us) failed, within 1 year of the extended warranty purchased from Apple. AMEX credited the entire amount (which enabled son to get a newer version iPod, more GB and video capability). AMEX required return of the item.

Most recently, daughter's professional scanner (a birthday gift from us, about $500) failed in the first year after the manufacturer's warranty expired. They required return of the item. AMEX credited the entire purchase price.

There may have been a couple more minor ones that they did not require return of the items as well, but I don't recall.

I have nothing but good things to say about the AMEX extended warranty service.

What issue did you have with them a year ago? I can't imagine they would video tape the unwrapping.
...
I know now I would NEVER purchase an extended warranty on an item which is backed by "The Warranty Group".

I don't recall all the details but it was about some small item they originally claimed was not what we sent them. After checking the unwrapping tapes they decided we were right. They were up-front about the taping when the question came-up--apparently some are not above fibbing about what they have sent in. :td:

As to buying extended warranty, IMHO, save your money--a bad buy from any company. @:-)

I've also had only good experiences with the extended warranty. I've never been asked to return the product, either. I did, in each case, have a support ticket from the vendor stating that the product was in need of warranty repair but out of warranty along with their estimated charge for repair/replace (in most cases more than I had paid for the product in the first place).

Just a question here, but do you REALLY need the actual ORIGINAL receipt?

I downloaded and submitted replica receipt from the vendor's website.

I can only imagine the issues that might pop up if you don't have an itemized receipt. The plus side of ordering online is you always have access to an online copy but they seemed to be very picky once before about requiring the actual packing slip AND the emailed receipt. Sometimes you don't always save the packing slip.

Strange they would make such a big deal over missing a little thing on an extended warranty claim. Not everyone is going to save the disposable twist tie that the power cord came wrapped in or the scotch tape that held the bag closed. Seems like they would like to go to that extent just to deny claims.

I personally rarely purchase extended warranties as they usually are a bad value. The only good extended warranty has been AppleCare. They always go above and beyond. Not so much on an iPod but its valuable when you purchase a MacPro or MacBook.

The claims examiner today sent me an email stating they will allow additional time for me to mail in the accessories. I will be contacting a supervisor to try and resolve this issue. It wouldn't be bad if they were going to Indiana where I had to send an item before but now they go to Colorado which costs more. It is not about the cost of shipping as much as it is about the principal of having to do the same task twice and not receiving an adequate apology and resolution.

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).

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? :D

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 :rolleyes: not yet, but I can feel it happening :(... and then we'll see how good AMEX really is :D (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.

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.

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 :td:

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.

Benamaster,

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.

You should probably go up to the CEO's office or something like that. I imagine regular csrs can't help you.

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:

www.americanexpress.com/messagecenter

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.

Looking forward to assisting you,

Rachel
Amex Customer Care

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!