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I'm planning on calling Amex tomorrow, but figured I'd ask the folks her who may have had some experience in the matter.
I bought a piece of gear a year and a half ago, which has now stopped working. It has a two year warranty, so officially I'm still under warranty. That's the good news. The bad news is that I can not get in touch with the manufacturer. The online support tickets go unanswered (I submitted my first one on August 5th. I've submitted subsequent requests that way and tried emailing support and sales. I have tried four different phone numbers which I have culled from various sources...none of which connect me to the company.
So as a last resort, I'm wondering if I have any chance at some progress via Amex, as that's the card I used to buy it. Will they offer only to pay to have it fixed? If so, I wouldn't know where to begin to bring it for repair. Will they refund the purchase price or pay the going rate for a replacement unit? The few vendors who still show it as available rather than discontinued, have it for $200, but I bought mine new for about $70.
At this point, I'd be content with getting my $70 back, so I could buy some different brand replacement. What do you all think I can expect? Nada?
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Tell AMEX that it just now stopped working. You have to report the failure within 10 days or so (read the conditions of the extended warranty). If you inform them that it failed a month ago, and you have been trying to contact the manufacturer since then, they will deny the claim. Just report the failure to them and ask them what to do. I've found them easy to deal with but I was denied a claim once for failing to report the failure promptly.
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Don't be surprised if they deny the claim or make you jump through additional hoops. I had something die while it was still under warranty, so I called and asked if I could have them replace the item, since I was having trouble getting cooperation from a local authorized service center. Amex said no. So, you are in kind of a tight spot, since the item still is covered under warranty. But, I would think detailed notes about the effort you've made to contact the manufacturer might strengthen your case with Amex. Of course, then you'd have to tell them the actual date the item quit working. I think I'd call them, be forthright, and explain exactly why you waited so long before contacting them. At this point you can't be out much more than you already are, since you don't have use of the item anyway. Yes, I know - it's the principle of the thing!
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Okay, here's a little follow-up which will only make things more complicated. I have to see if I still have the original warranty card (I doubt it), but I'm finding some info online referencing a 1 year warranty and some saying it's a two-year, which is what I'm pretty sure mine is. If I could get in touch with the company, the two-year would be to my advantage. But because I can't, maybe I'd be better off saying it's a 1 year warranty. Then maybe Amex would cover it.
Looks like a trip into the attic is on tap for tomorrow.
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Unfortunately, Amex will want you to prove the length of the warranty, so good luck up in the attic.
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[quote Frank]You have to report the failure within 10 days or so (read the conditions of the extended warranty).
From
https://www124.americanexpress.com/cards...ce2003.pdf
(I don't think you need to be logged in to get that PDF)
Under "How To File A Claim":
Note: You must report your claim within 30 days from the date of Occurrence.
If the product is still for sale, you can usually get the warranty length and terms from the reseller / manufacturer's website. I've done this in the past for AmEx claims with no problems.
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No luck in the attic. And I usually save everything. A year or so ago we had a mold issue and threw out a lot of contaminated boxes and I'll bet that one was among them. I'll print out a screenshot of the item showing a one year warranty and hope for the best. Thanks.
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Just got off the phone with Amex. It seems I was stressing out over nothing. They're going to credit my account for the total amount. They didn't ask for any physical paperwork, just the info I provided over the phone. I'm betting if it was $200 rather than $67, there may have been more of an issue. Or maybe not.
Thanks for the input. Now to decide on a replacement.
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[quote wurm]Just got off the phone with Amex. It seems I was stressing out over nothing.
Ain't that always the way it works? Now, just try to avoid anything that seems like it's going to be easy, because that'll be the one that will probably become stressful! I'm glad it worked out for you.
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[quote AlphaDog][quote wurm]Just got off the phone with Amex. It seems I was stressing out over nothing.
Ain't that always the way it works? Now, just try to avoid anything that seems like it's going to be easy, because that'll be the one that will probably become stressful! I'm glad it worked out for you.'
I wish. For the third time Amex has sent me a letter stating to send them a repair quote or statement it can't be repaired. So I've sent it to them twice, and the second time I said if they needed something else, please be more specific. Then they send me the exact same statement again.
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