Opened a case with this company on 4/20 concerning a Handspring Visor Deluxe that was purchased from Office Max in March. The Visor quit working and I contacted this company to file a claim under the extended warranty, looking for a replacement unit, replacement voucher, or a check. The company has been dragging its feet for over a month now and there's no end in sight.
At one point, it told me that it ordered a replacement from Handspring on 5/1, but after talking to Handspring, I found out that the order was not placed until 5/15, for a "reconditioned" unit and that it was on back order with no anticipated shipping date.
On another occasion shortly thereafter, I was told that a unit was shipped and that I should receive it no later than 5/17 or 5/18. I called on 5/18 and found that a unit was never shipped. This information was given to the Office Max store manager that I complained to as well.
Office Max has also informed me that it no longer uses this company (GE-Zurich) as its provider for extended warranties, apparently because of problems experienced like mine.
GE-Zurich's process is so screwed up, you can never talk to the same representative when you call, they claim they cannot transfer calls to other reps, so you get a "rookie" each time that will only give you a first name and an agent number, and surprisingly, you get a new excuse and promised resolution each time you call.
I am hoping that Office Max will come through since GE-Zurich doesn't plan to. I've been without my Handspring PDA for over one month and this so called extended warranty has been a rip off.
I would not encourage anyone to purchase an extended warranty from this company under any circumstances in spite of what the point of sale company tells you, because it just doesn't know.
Office Max originally told me that all items under $300 result in a check from GE-Zurich for a replacement unit. Nothing could be further from the truth!
Steve
Ballwin, Missouri
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