Extended Warranty FAQs | Asurion

warranty-blue  Product Protection Plan FAQs

warranty-blue

Product Protection Plan FAQs

Plan     Coverage      Claims

Plan

What is a Protection Plan?

A protection plan (also referred to as a service plan, an extended service plan (ESP), an extended service contract (ESC) or an extended warranty) can provide you with product coverage above and beyond the terms of a manufacturer’s warranty. If your product fails, we are standing by ready to help you. Protection plans protect from unexpected product failures and costly repairs or replacement and provide you with peace of mind.

What is covered by a protection plan?

A typical protection plan covers repair of a product or the replacement of a product with a new or refurbished product of like kind and quality or we may issue you a gift card or check for the purchase price paid of failed product, including taxes (if applicable), as indicated on your sales receipt. While specific protection plan benefits vary by the type of product they cover, some of the most common benefits include the following: – Parts and labor coverage for breakdowns caused by:

  • Normal wear and tear
  • Defects in workmanship and materials
  • Mechanical and electrical breakdowns
  • Environmental factors
  • Power surge protection

How does a protection plan differ from a warranty?

Unlike a manufacturer’s warranty, which is included with the purchase price of a product, protection plans are sold at a separate price. Manufacturer’s warranties are limited in the types of breakdowns they cover, as well as in their duration. In fact, some manufacturer’s warranties are as short as 90 days. Protection plans typically pick up once a manufacturer’s warranty expires, but some plans also offer benefits during the manufacturer’s warranty period, as well. And for portable electronics, such as tablets and laptops, many protection plans include coverage for Accidental Damage from Handling (ADH), such as drops, spills and cracked screens, which occur during the normal use of the product beginning on the date of purchase. That’s protection that manufacturers don’t offer! Here is a breakdown of the basic differences between reputable protection plans and manufacturers’ warranties:

BenefitsLimited Manufacturer’s WarrantyReputable Extended Service Plan
Length of coverage, parts90 days to 2 yrs;may differ from labor(split*)1-5 years for parts + labor: no split
Length of coverage,labor90 days to 2 yrs; may differ from parts (split)2-5 years for labor +parts; no split
Customer serviceLimited Business hours Mon-Fri 8 am to 5 pm Closed Sat + Sun24/7 online support and assistance over the phone during extended hours (sometimes 24/7)
Defects in materials; workmanshipYESYES
Failures due to normal wear and tearNOYES
Failures from a power surgeNOYES
Failures due to from dust, heat and humidityNOYES
Accidental Damage from Handling (ADH)NOVaries
No Lemon PolicyVariesVaries
TransferabilityNOYES
*Manufacturer’s warranties are often split – providing one term of coverage for parts and a different term of coverage for labor.

How much does a protection plan cost?

Most protection plans cost between 10 to 20 percent of the retail purchase price of the product. For many products, even the simplest repairs can cost more than the price of the protection plan. For instance, according to our repair data (which may vary), the average cost of repair for various LCD TV and laptop breakdowns is listed in order of frequency below:

LCD TVLAPTOP COMPUTER
Inverter Board – $440.00Hard Drive – $225.00
Main Board – $545.00LCD Screen – $275.00
Power Supply – $545.00Mother Board – $350.00
Panel – $1500.00Optical Drive – $225.00
Control Box – $400.00

When can I purchase a protection plan?

You can buy a protection plan any time within the first 30 days of the original product purchase.

How can I register a product covered under a protection plan?

To register a product, click here and select the product you purchased and the retailer you bought it from. After you’ve registered the product, you can file or track a claim online, and get product support.

Can I transfer the protection plan to a new owner?

Yes, a plan can be transferred to a new owner. You can either call the number listed in your terms and conditions to speak to a Customer Care Representative or you can submit a written request to P.O. Box 1818, Sterling VA 20166. You’ll need the following information to transfer this contract: a copy of your receipt, as well as the new owner’s name, complete address and telephone number. The video game software/CD/DVD Plan is not transferable and Lifetime Jewelry Care Plans are only transferable during the first 90 days.

Can my protection plan be canceled?

Yes, you can cancel your plan at any time. Please refer to your terms and conditions for the address and details to submit your written notice.

Are the terms and conditions of my protection plan online?

In most instances, you can view the terms and conditions online by visiting the retailer’s website where you purchased your product and protection plan. If you cannot obtain the terms and conditions or if you require a paper copy, you can visit the retailer. If you would like to call us, please navigate to the Contact Us page and select your Carrier or Retailer from the drop down menu.

Where would I find my model number or my serial number on a product?

Model and serial numbers are located on the product model number plate. Use the product Owner’s Manual to identify the location of the model number plate on your product. Most product identification numbers include a combination of letters and numbers; some even include dashes and dots. Note: Be aware that many product ID numbers look like the model and serial numbers, but they are not. For example, appliances list only a partial identification number on the front of the unit. Shipping boxes, sales receipts and energy guide stickers also only contain a partial ID number. Even Use and Care product manuals cover several different models with no way to identify your specific product.

What if I have misplaced my plan receipt?

If you no longer have your plan sales receipt, please contact us and a Customer Care Representative will be happy to assist you.

Coverage

When does the coverage of my protection plan begin?

Plans can either start on the date of product purchase or immediately following the expiration of the manufacturer’s warranty, depending on the retailer from which the Plan was purchased. Please refer to your the terms and conditions for your complete program details.

What is the ‘No Lemon Policy’?

A no lemon policy means that after three repairs have been completed for the same failure, we will replace your product with one that is of like kind and quality that performs to the factory specifications of the original covered product or with a gift card or check with a value equivalent to the original purchase price of the product. The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty, replacement plans, renewal plans or failures due to Accidental Damage from Handling (ADH). See the terms and conditions for your Plan for your program details.

What kind of products can I protect with a protection plan?

Some eligible products for protection plans include but are not limited to computers, laptops, tablets, TVs, digital cameras and camcorders, cell phones, Blu-Ray and DVD players, MP3 players, appliances, fitness equipment, jewelry, watches, musical instruments, video games, lawn and garden equipment, power tools, and tractors.

Is Accidental Damage from Handling (ADH) covered under a protection plan?

If your plan includes ADH, that means it covers unintentional and accidental damage from handling as a result of normal use of the product, such as drops, liquid spills and cracked screens that impede the functionality of the product. ADH is not available on all products or plans. Please check the terms and conditions of your plan for specific details.

Claims

Will my product be repaired or replaced?

For all approved claims we will repair, replace or reimburse you for your product. However, each claim is unique. In some instances, your product will be replaced with a new or refurbished product of like kind and quality to the original product. Or we may issue you a gift card or check for the product purchase price (including taxes, if applicable in accordance with the plan’s terms and conditions) as indicated on your original product sales receipt. If we replace your product or reimburse you for it, your plan is fulfilled and you will generally be required to return the original product and accessories to us.

Do I need to pay a deductible before I receive repairs and/or a replacement?

Our protection plans typically do not require deductibles. Please refer to your Terms and Conditions for more details on whether there is a deductible.

Where will my product be repaired?

In the event your product experiences a covered breakdown, we will schedule service either in your home, or we will provide you instructions on how and where to send your product for service.

What should I expect if my product needs in-home repairs?

After you file a claim with us, we will schedule an appointment with one of our qualified service centers to oversee your repair. The repair professionals we send to your home are qualified, insured and licensed to do the work.

How do I make a claim for a failed product?

You can begin a claim by clicking the claim button at the top of the page and selecting your product. If you would like to call us, please go to the Contact Us page listed at the bottom of the page and select your Carrier or Retail from the drop down menu.