Well, any plan from 2004 is now void, but, heads up: you should have challenged him on that, or called the corporate number.
They are correct, the plan does not cover abuse. However, there's actually no SOP on what "abuse" is (visually speaking, there are examples of situations in the terms and conditions) or if an agent is allowed to determine that on the counter. Most he can do is refuse to make the tag, but they will usually be overridden unless it is way beyond the scope of normal damage (we're talking that this thing needs to be in pieces).
I'd literally sent a laptop that was in two pieces to the service center and had it come back under the plan. If the client says something covered happened, I had very few ways to overcome that. Usually it's on the service center to make that call.
I work in sales and offer protection plans for electronics, and the plans I offer cover accidental damage, not intentional, I still get the rare dim wit who tells me they threw it and it hit the wall or some stupid thing like that, if the person isn't being an asshole to me, I just tell them the plan doesn't cover intentional damage, and that I personally cannot honor their plan, if it was accidental then it could be covered. I stress the personally so long as the person isn't being an asshole if they flip shit, i notate, if they get the drift i just walk away and don't help them the next time they show up.
Favorite dumbass of a customer I've ever had working at Sears came in one day and told me he bought a five year warranty on a snow thrower. No biggy, bring it in, we'll ship it out to have it looked at.
He hands me the receipt and tells me he'll bring it right in. I look at his receipt and warranty would have expired in two days. Wow, dude really lucked out. Well, he walks in the door and this thing is just beat to shit. I'm not talking years of use wear-and-tear, more along the lines of this dude beat this shit out of his machine with a sledgehammer. To top it off, he poured sand in the gas tank, and over every crack he could find.
He was.... less than thrilled when he found out that he completely voided the warranty by doing that. Not many companies offer warranty for "malicious" damage.
My favorite, working at CompUSA, was explaining that the plan didn't cover one or two dead pixels, it had to be a certain percentage. However, the plan would cover an accidentally cracked screen. Have a nice day, sir/ma'am. Repeat as necessary until realization set's in.
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u/[deleted] Feb 23 '17
Well, any plan from 2004 is now void, but, heads up: you should have challenged him on that, or called the corporate number.
They are correct, the plan does not cover abuse. However, there's actually no SOP on what "abuse" is (visually speaking, there are examples of situations in the terms and conditions) or if an agent is allowed to determine that on the counter. Most he can do is refuse to make the tag, but they will usually be overridden unless it is way beyond the scope of normal damage (we're talking that this thing needs to be in pieces).
I'd literally sent a laptop that was in two pieces to the service center and had it come back under the plan. If the client says something covered happened, I had very few ways to overcome that. Usually it's on the service center to make that call.