ComplaintsforSmart Guard
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Complaint Details
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Initial Complaint
15/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased an extended warranty through this company on Sept 26th, 2021. The warranty was offered as part of the product (***** food processor) on the checkout page on ******. The first model I received has clearly been previously used and was damaged. I contacted ****** as it was still under their warranty and received a replacement for the item I returned. On October 8th, while the machine with a blade attachment was in use, the lid came flying off. The plastic safety piece had broken in half, leaving the machine unusable. I contacted the warranty company in this comparing on October 8th. I received a response on ****** from the warranty company on October 10th and was given a phone number to contact. I have been calling them weekly for the past 34 days. A teleprompt answers and says all service reps are busy and places you on hold with a loud static sound. Then after 40min - 1 hour it disconnects you. I then call ****** to relay this information, they connect me directly with an agent from the warranty company. They ask for my information, tell me it's not in the system, place me on hold, and the same things happens. Today I was on a conference call with ****** and the warranty company and the ****** rep witnessed this as it happened on this call. * **** *** ** ****** *** ***** **** **** ******* ** ********** **** ** **** ** **** ***** ********* *** **** * *** ********* *** ***** The warranty clearly states a guarantee 5 day repair or replacement. They offered me, through an ****** rep, to refund me with a gift card for $149 of the $199.44 paid (for warranty and product). Not only does this break the warranty claims stated, but I also which lose the 3 year warranty I purchased on this product. It is no where stated in the policy anything about a gift card. I just need a new part. * ******* **** ** * ********** ******* and ****** who is selling warranty on their checkout is equally responsible and I will be filing a separate complaint regarding them.Initial Complaint
22/09/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Smartguard Appearance protection plan purchased with Vehicle May 16, 2018 = 5 year plan expires May 16, 2023. Contract number* ******** Week of August 29-September 2: Completed an online service request with pictures, measurements and details. No contact. Saturday September 3: Called company to follow up. CSR ** ********* ** ** ************* *** was told it doesn't take more than three days to be contacted. CSR sent in a "urgent" request and was told I would receive a call within 24 hours. No contact. Tuesday September 6: Received an email from Chanel B.; I could book the week of September 26. Tuesday September 6: Replied to email stating I could make Monday September 26 to Wednesday September 28 work. No reply. Friday September 9: Called company again. Explained situation again. ***** ** ** *** * **** *******. CSR was going to look into what was causing the delay in communication. September 13: Received an email from Chanel B. apologizing that I am having trouble contacting THEM. Advised there was booking Sept 19-23 and Sept 26-30. September 13: Replied to email to book for Wednesday Sept 21. No reply. September 14: Replied to email again to inquire if I had an appointment on Sept 21 September 15: Company replies that my confirmation was sent to me last week. Not possible as I booked 2 days prior on the 13th. September 19: Received email my appointment was changed to the 20th. Replied within hours it was fine. Took car in the eve of 19th Sept 20: Went to dealership 4:30PM to see what was happening. Car wasn't touched. ******** ** ******* ********** **** ******** *** *** **** ********** ********* **** *** **** *** *** **** *** ******** *** **** *** * **** **** ***** ****** *** Called the company again, explained the situation again. CSR *** ******* ***** *** was sending the details to the owner. Sept 21: No contact.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.