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POLL! And also I have a job...

Hey Flist

I have a new contract. YAY ME! Work is good (w00t!) and it's nice to be able to slap the alarm clock and stumble out of bed in the morning, knowing that there will be a paycheque somewhere at the end of the tunnel.

So, I am actually working right now, doing some research for my new contract. I was wondering if you would be willing to help me out a little. And hey, kindly wave this at your friends as well please. This information will actually have some impact on how I do my job for the next three months!

Here's how it works - if you have ever bought any electronics, sporting goods, a computer, TV, camcorder, DVD player (you get my drift) from Amazon.com, BestBuy.com or Walmart.com

AND


you bought an extended warranty with it, I have some questions for you.


Poll #1461647 Warranties, Shmoranties

What company did you purchase your extended warranty from?

What kind of plan did you buy?

Service Plan
2(33.3%)
Replacement Plan
1(16.7%)
Plan + Accidental damage
2(33.3%)
Something else
1(16.7%)

Did you get a physical copy of the contract in the mail?

Yes, quickly!
1(16.7%)
Yes, but it took a long time.
1(16.7%)
No, I was supposed to.
1(16.7%)
No. The contract is online, but I can print it if I want
3(50.0%)

If something went wrong with your product - what happened?

Did the extended warranty

pay for repair of the item.
1(20.0%)
pay to replace it with a new item.
0(0.0%)
pay to replace it with a refurbished item.
0(0.0%)
reimburse you for repairs you were directed to make through the authorized service people.
0(0.0%)
reimburse you for your original purchase price.
0(0.0%)
direct you back to the manufacturer, telling you your item was still under the original warranty
0(0.0%)
not offer you coverage, stating that the issue was not covered under your plan
0(0.0%)
only serve to give you some peace of mind, because your item is still working so far
0(0.0%)

If it was okay or good - was there still something they could have done better?

If something went horribly wrong with the administration of your warranty - what happened?

Did the company ever follow up with you?

Yes - I'm in the middle of it now, waiting to see what happens.
0(0.0%)
Yes, but they never fixed it. They suck.
0(0.0%)
Yes. They never fixed it, but I understand why it wasn't covered.
0(0.0%)
Yes, and they resolved the issue.
2(40.0%)
No.
3(60.0%)

Good experience of bad - is there was anything the company could have done, or still could do that would leave you thinking, "Hey, they're great!" or "They really do care" ?

Tags:

Comments

( 15 comments — Leave a comment )
retro_rider55
Sep. 23rd, 2009 07:05 pm (UTC)
A new contract with - ? E-Bay?
shaddyr
Sep. 23rd, 2009 07:20 pm (UTC)
No. eBay laid us all off. Different company all together.
retro_rider55
Sep. 23rd, 2009 08:10 pm (UTC)
...that being - ?

I guess you'll be at V-Con?
lysambre
Sep. 23rd, 2009 07:20 pm (UTC)
Congrats on the new job ! :D
marthawells
Sep. 23rd, 2009 08:25 pm (UTC)
Congrats on the contract!
the_cephalopod
Sep. 23rd, 2009 08:31 pm (UTC)
Fab news about the new job - congrats! cep xxx
pir_anha
Sep. 24th, 2009 03:27 am (UTC)
congrats, new job! yay, paychecque!

unfortunately i can't help with the extended warranty research, because i never ever buy it (due to thinking it's a sucker deal, and i'm not a sucker).
duncanmac
Sep. 24th, 2009 04:39 am (UTC)
Congrats on the new job! I hope it lasts a long time.

I hope they do let you go to V-Con, though.
agilebrit
Sep. 24th, 2009 05:15 pm (UTC)
We never ever buy extended warranties. And with all the money we've saved not buying them, we could replace anything that breaks ten times over. Besides, with electronics these days, by the time something breaks, a better cheaper alternative is available. It just doesn't make sense, fiscally, for us, to do that.
jenk
Sep. 24th, 2009 05:16 pm (UTC)
Congrats on the new gig. Sorry I can't answer your poll - I don't buy extended warranties. I think I'm better off putting the money into savings.
scarlettgirl
Sep. 24th, 2009 05:22 pm (UTC)
I've only ever purchased service plans on computer equipment - and only when that equipment is over a certain dollar amount. It served me well on my first "expensive" laptop that ended up being totally replaced under the lemon policy.

I recently bought an inexpensive laptop ($399) and refused the plan which would have been nearly half the cost of the computer. Financially it didn't make sense.
xathras
Sep. 24th, 2009 06:28 pm (UTC)
I only purchase extended warranties for things which contain hard drives, thus laptops and DVRs. Appliances, not so much. I plan to continue this policy, as just about every item with a hard drive I've bought has had something (usually the hard drive) fail within 30 days after the end of the manufacturer's warranty, and replacement would have cost far more (like 10x) than the warranty.
pukajen
Sep. 25th, 2009 01:20 am (UTC)
Great news on the job. Who are you working for?
shaddyr
Sep. 25th, 2009 03:36 am (UTC)
It's a little company that was recently aquired by a bigger company that deals in - you guessed it - warranties. I'm doing a contract - it'll probably only extend two or three months - and my job is, basically, to help them figure out what they've been doing wrong and reach out to dissatisfied consumers and help them get their game face back on. They're kinda sucking selling online, when they've been doing well in the brick and mortar stores. In the last three days I've been researching their stratagies, I've been pointing out to the managers all the things that they're doing wrong and ways they need to remarket the product and update their approach - and it's nothing they hadn't already realized, but they wanted to make me do the research to see what my opinions would be.

I've already written a few proposals, an outbound call script and and email template, as well as a few boilerplate responses for certain (often arising) situations, but tomorrow I'm hopefully going to get some finalized scripts nailed down with the project manager and start an outbound campaign next week.

It's kinda like what I used to do, except this time I'm writing my own scripting as I go and I get to have input into the process of what's important. The manager and I have differing opinions on the most important place to start, but at least he's listening to me and considering my opinions. It's really kinda cool.

Sorry! *blush* I didn't mean to go on and on like that!
mackenziesmomma
Oct. 1st, 2009 02:13 am (UTC)
So I had one that was purchased (for me not by me only 'service plan' I got was with my laptop and that one was *fantastic*) was with my camera. That is broken.

See I had the manufacturers warranty AND the 'extended warranty' the item failed in the 'grey area'(the day the manufacturer's warranty ended and the extended coverage began). Even though it had lived its whole little electronic life in its case never once having seen mishandling or mistreatment it was eventually blamed on 'consumer tampering' that my problem occurred(the shutter button fell off). Neither the manufacturer or the EWC would cover it because according to both the only way it could have occurred was if I had regularly 'beaten' and 'mistreated' and 'mishandled' the camera. Uhm no. I paid several hundred dollars for it. I loved it and cared for it well.

Thanks to that experience it reaffirmed my belief to never buy extended warranties ever. Except on my laptops. In which case? It was totally worth it.
( 15 comments — Leave a comment )

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