Citi Extended Warranty [Consolidated]

Old Sep 25, 2019, 8:19 pm
  #31  
 
Join Date: Sep 2019
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Costco Citi extended warranty scam

This extended warranty thing is a scam to begin with.

I filed a claim under this program 7/18/2019, and submitted the required documentation. After that I made multiple calls and sent multiple follow-up emails to check on the status on the claim, and never got an estimate of the resolution date. On one occasion, mid-August, I was promised a callback from an adjuster within two dates, but the call never came. The first communication from Citi after I filed this claim was August 27, where they asked for the repair estimate, which I submitted as part of the original claim, but resubmitted it once again.

I find unacceptable both the fact that they looked at my claim for the first time six weeks after the original submission, and then asked for the document already provided. Currently, almost three months after the original claim, I still dont know its status. I feel that Citi is knowingly dragging out this claim to essentially make their extended warranty benefit unusable, thereby failing to deliver on the benefit sold to us as part of the credit card.

Originally Posted by username
I just got the Citi Costco card.
Like the extended warranty. However, I wonder what happens if I buy something with, say, with 3 year warranty and I cancel my Costco membership 4 years from now. Since I can't have the card without Costco membership, what will happen?

The official rule is you must have the account open but you can't without the Costco membership. Will Citi honor the benefit? Will it help to have another Citibank card?

Thanks.
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Old Oct 18, 2019, 11:54 am
  #32  
 
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I have used the extended warranty several times with success but I am unclear about the details of the additional warranty offered for this situation. I have read that if the manufacture warranty is 5 years, Citibank will add 2 years for a total of 7 years which is the Citibank maximum time allowed, but what if the manufacturer's warranty is 6 years (water heater), does Citi add 1 year to the max 7 years or is the extended warranty not available due to the initial warranty exceeding 5 years? I found the info for AMEX, and under this situation, AMEX would provide no additional warranty but I can't find this info for Citi.
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Old Oct 18, 2019, 4:04 pm
  #33  
mia
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We will extend the manufacturers warranty for
an additional 24 Months. If You purchase an
extended warranty, Our coverage begins at the
expiration of that warranty. In the event of a
covered failure We will repair or replace the item
or reimburse up to the amount charged on Your
Citi Card (excluding shipping and handling) or
$10,000, whichever is less. Total coverage up to
a maximum of 7 years from the purchase date.
I read this to mean that the duration of the original warranty is not important. They will add up to 24 months, not to exceed 84 months total.
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Old Oct 19, 2019, 11:10 am
  #34  
 
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Originally Posted by Ahead
This extended warranty thing is a scam to begin with.

I filed a claim under this program 7/18/2019, and submitted the required documentation. After that I made multiple calls and sent multiple follow-up emails to check on the status on the claim, and never got an estimate of the resolution date. On one occasion, mid-August, I was promised a callback from an adjuster within two dates, but the call never came. The first communication from Citi after I filed this claim was August 27, where they asked for the repair estimate, which I submitted as part of the original claim, but resubmitted it once again.

I find unacceptable both the fact that they looked at my claim for the first time six weeks after the original submission, and then asked for the document already provided. Currently, almost three months after the original claim, I still dont know its status. I feel that Citi is knowingly dragging out this claim to essentially make their extended warranty benefit unusable, thereby failing to deliver on the benefit sold to us as part of the credit card.
Are you dealing with Virginia Surety? If so, you have constantly follow up with them, and in some cases be prepared to cc your state's insurance commissioner. You can also try copying the general counsel of The Warranty Group, which IIRC is their parent company. When Citi farmed this out to another entity, it actually is a regulated financial product, not a courtesy/gratuity that CIti is offering.

The crummy thing is because the policy seems to be between Citi and Virginia Surety, and consumers are allowed to claim under it, I've never been allowed to actually see what the precise T&C are i.e. the actual policy. All we get is baloney Benefits Handbook which has legally imprecise phrases like 'we may reimburse you for xyz' Discussions about contested claims are much better when one can point to the chapter & verse of a document which states why your claim is eligible, and how much should be covered.
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Old Oct 19, 2019, 11:23 am
  #35  
 
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Originally Posted by akr1970akr
Are you dealing with Virginia Surety? If so, you have constantly follow up with them, and in some cases be prepared to cc your state's insurance commissioner. You can also try copying the general counsel of The Warranty Group, which IIRC is their parent company. When Citi farmed this out to another entity, it actually is a regulated financial product, not a courtesy/gratuity that CIti is offering.

The crummy thing is because the policy seems to be between Citi and Virginia Surety, and consumers are allowed to claim under it, I've never been allowed to actually see what the precise T&C are i.e. the actual policy. All we get is baloney Benefits Handbook which has legally imprecise phrases like 'we may reimburse you for xyz' Discussions about contested claims are much better when one can point to the chapter & verse of a document which states why your claim is eligible, and how much should be covered.
Anyone ever request a copy of the actual policy?
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Old Oct 19, 2019, 11:31 am
  #36  
 
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Originally Posted by BigFlyer
Anyone ever request a copy of the actual policy?
Yes, the rep told me I was not the policyholder, just a claimant, so I could not see it.

Maybe others have been able to get it.

I think that's pretty BS.

It sounds like the way the Pharma Benefit Mgrs contracts / rebate contracts work - and employer companies who engage the PBMs can only read the contracts in person on site and with no phones or recording devices.

In general if a firm is being bad with transparency there is something they are hiding, and its not in the consumer interest.

Their logic clearly seems to be: if people knew what was really covered, moral hazard would go up and claims costs would skyrocket.
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Old Oct 19, 2019, 12:48 pm
  #37  
 
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Originally Posted by akr1970akr
Yes, the rep told me I was not the policyholder, just a claimant, so I could not see it.

Maybe others have been able to get it.

I think that's pretty BS.

It sounds like the way the Pharma Benefit Mgrs contracts / rebate contracts work - and employer companies who engage the PBMs can only read the contracts in person on site and with no phones or recording devices.

In general if a firm is being bad with transparency there is something they are hiding, and its not in the consumer interest.

Their logic clearly seems to be: if people knew what was really covered, moral hazard would go up and claims costs would skyrocket.
I suppose if there was enough involved you could always sue them for denying a claim - and get a copy of the policy that way.
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Old Oct 20, 2019, 9:38 am
  #38  
 
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Originally Posted by BigFlyer
I suppose if there was enough involved you could always sue them for denying a claim - and get a copy of the policy that way.
Probably. Patience, persistence, and pestering worked in the end. It was like $150 for some optical stuff.

On the bright side, the 3P's are something I'm generally well equipped to do, since I'm a checklist manifesto type of person.

Just put it on the To Do list and every x weeks, I can place an outgoing call, send the email etc.

Its unf, but that's the only way some of these things get addressed
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Old Apr 9, 2020, 9:27 pm
  #39  
 
Join Date: Apr 2020
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Hello,

So where do we get authorised estimate? My lenovo laptop out of manufacturer warranty, so now I would like to get help from citi card, but they keep insisting that plain computer repair place estimate is not ok, it needs authorized, but they cannot give me the name who does authorized repair estimates. Any advice where could I do that? Thanks
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Old Apr 9, 2020, 10:11 pm
  #40  
mia
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Originally Posted by Violetaa Violeta
.... authorized repair estimates. Any advice where could I do that?
I would start here: https://support.lenovo.com/us/en/serviceprovider
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Old Apr 25, 2020, 11:51 pm
  #41  
LAX
 
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It sounds like Citi's extended warranty is making people jump through hoops to file legit claims and then eventually denying them. I have been thinking about getting the Costco CC to get the extended warranty benefit, but it appears that it may not be worthwhile?

LAX
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Old Apr 29, 2020, 7:48 pm
  #42  
 
Join Date: May 2010
Posts: 593
Originally Posted by LAX
It sounds like Citi's extended warranty is making people jump through hoops to file legit claims and then eventually denying them. I have been thinking about getting the Costco CC to get the extended warranty benefit, but it appears that it may not be worthwhile?
LAX
I wouldn't say Citi is making people jumping through hoops with no intention to pay out, as in bad faith.
I will say it is a rigid process that you should be aware of and be prepared for if you intend to take advantage.

Read the benefits guide and know the documentation proof. Download / Save the receipts to your Email or cloud storage, same thing with the warranty policy PDF of the product when you purchase the item (not when you need to file a claim because receipt can fade out and website changes and documents for old models sometimes gets pulled etc).

It is also going to be easier for products that have a well-run out of warranty service operation. For example, Apple computers, because can you walk in an Apple Store and get a official diagnostic/repair quote listing out the product details, what's wrong with it, cost to repair all in one piece of paper AND in PDF, free of charge. For Apple products I had even gotten the quote before I call in and have the 1st agent confirming my email submission with all the documents before I hang up -(again goes back to the knowing what documents are needed before hand).

It is not going to be smooth if it's for products from companies that simply doesn't do official out of warranty repair service or maintain a list of authorized 3rd party service providers that you can point to.
It is also not going to be smooth if the product is bulky and requires you ship it at your expense to the manufacturer for a diagnostic.
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Old Apr 29, 2020, 11:36 pm
  #43  
LAX
 
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Originally Posted by Ragnarok
I wouldn't say Citi is making people jumping through hoops with no intention to pay out, as in bad faith.
I will say it is a rigid process that you should be aware of and be prepared for if you intend to take advantage.

Read the benefits guide and know the documentation proof. Download / Save the receipts to your Email or cloud storage, same thing with the warranty policy PDF of the product when you purchase the item (not when you need to file a claim because receipt can fade out and website changes and documents for old models sometimes gets pulled etc).

It is also going to be easier for products that have a well-run out of warranty service operation. For example, Apple computers, because can you walk in an Apple Store and get a official diagnostic/repair quote listing out the product details, what's wrong with it, cost to repair all in one piece of paper AND in PDF, free of charge. For Apple products I had even gotten the quote before I call in and have the 1st agent confirming my email submission with all the documents before I hang up -(again goes back to the knowing what documents are needed before hand).

It is not going to be smooth if it's for products from companies that simply doesn't do official out of warranty repair service or maintain a list of authorized 3rd party service providers that you can point to.
It is also not going to be smooth if the product is bulky and requires you ship it at your expense to the manufacturer for a diagnostic.
Thanks for reporting your experience. I am not the type that takes advantage of a benefit. I believe I have filed one or two extended warranty claims in the last 20 years or so. The one that I can remember was an inexpensive laptop (maybe $400-500) with Amex. All I needed were a receipt indicating the purchase was made using my Amex and within warranty period as well as an estimate from a local computer shop (I don't think it was a manufacturer authorized dealer) that Amex offered to pay for. I was credited the purchase price within a week or two after submitting those docs. If Amex hadn't gutted its extended warranty benefits, I honestly won't be looking for an alternative.

LAX
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Old Oct 5, 2020, 4:24 pm
  #44  
 
Join Date: Jul 2000
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Possible to Get a Copy of Citibank Extended Warranty?

I have the booklet which included info about the extended warranty - which states "This Guide is not, by itself, a policy or contract of insurance or other contract." It also says "The DOCs in this Guide are intended as a summary of benefits provided to You. The attached Key Terms, DOCs and all the information about the insurance benefits listed in these Additional Terms are governed by the conditions, limitations and exclusions of the Group Policy"

So OK, I get the message - the booklet is not the policy, and the actual terms of the extended warranty are stated in the group policy.

Anyone ever get or try to get a copy of the actual policy? Seems that if they are telling you that they are not bound by what is in the booklet, they should provide a copy of what they are bound by.
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Old Oct 6, 2020, 1:11 pm
  #45  
 
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Does Extended Warranty Cover Physical Damage if the Original Warranty Does?

My assumption is that the extended warranty covers the same things as covered by the manufacturers warranty (use of the phrase "extend the manufacturer's warranty" in the Protection Benefits booklet suggests this.)

Anyone have any experience as to whether the extended warranty covers physical damage (e.g., damaged laptop screen) if it is covered by the original warranty purchased from the manufacturer? Seems like it should, but looking for people's experience with this.
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