In 2009 I bought a laptop at Comp-USA with a 2 year extended warranty package that would cover accidental damage. No contract or paper was given or had to be signed by me. All that happened was that it appeared on my bill.
After some time I discovered some dead pixels on my screen, so I contacted Bankers Warranty group in order to have my laptop repaired.
They told me they would ship a box to me and then I would send it back to them for repair.
As I am working on a cruise ship, the adress they shipped the box to could not be used anymore to send the computer back.
I made a letter that I sent with the laptop, stating the different return shipping adress, as well as the request to be please contacted by email instead of by phone. (Yes, it is quite hard to be called when you are in the middle of the ocean).
The laptop was sent to them on april 4.
After about 1 month I still had no news from them, so I called them up. Nothing was done on my computer yet as they needed to know how it got broken. Hey, doesn't accidental damage cover pretty everything? But hey, maybe I didn't read the small letters of the contract I never got...
On may 2nd I also emailed Bankers to give them the new shipping adress. After a day or 2, I called them to check that the shipping adress had indeed been changed from San diego to Fort Lauderdale. And, yes, everything was done.
My surprise was however complete when on may 17 the laptop was delivered in San Diego after all!
Upon contacting Bankers warranty group, this was (part of) their answer:
"we sent unit to the location listed on the contract and where we sent original boxes. I am sorry if this is a problem but you would have make arrangements with the location where unit was delivered" Ed Winkowski, Banker Warranty group.
Not only do they hold me responsible for their poor internal communication, but they refuse to help me out! Now I have to buy an expensive new laptop in Europe on my own account!
Apparently it was asked too much to just read and process the completely clear information I gave them.
Luckely I do keep track of all emails I send and recieve. On top of that I recorded some phone calls with them.
My lawyer will be pleased with the easy job he gets...
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