eSurranty
Complaint 280855 Details

Sept 23 - Claim received by eSurranty
Sept 24 - Required info submitted to eSurranty, Invoice was also paid ($53.50 for repair)
Sept 25 - UPS and shipping instructions received from eSurranty.
Sept 25 - UPS drop off, shipped out thursday the 26th to be received at eSurranty on sept 27th
Sept 30 - No response yet from eSurranty so we sent a request for status update
Sept 30 - eSurranty said they would have an update later that afternoon
... no response
Oct 1 - Followed up with eSurranty again
... no response
Oct 2 - eSurranty says repair center is having difficulties with the phone. Representative says he should have update by end of day
... no response
Oct 4 - Followed up with eSurranty again
Oct 4 - eSurranty Apologizes for the delay and is still waiting for an update from the repair center stating that they had a large number of claims coming in thus the slow processing. "I am sure I will have an update tomorrow and forward it to you directly." says the representative
... no response
Oct 6 - followed up with eSurranty again
... no response
Oct 8 - Followed up with eSurranty again
Oct 9 - from eSurranty "Initially the phone was repaired. However, during additional testing before shipment it was determined that the device would fail again and needs to be replaced. We have ordered the replacement and are expecting it in today or tomorrow. Once the replacement device is here we will ship it directly to you. There will be an additional deductible for the replacement as the initial deductible was for water damage only. That deductible will not be due until the replacement device has arrived. I will notify you once the device is her."
....
Oct 11 - Invoice received for additional money for replacement with payment due date for same day of Oct 11 in the amount of $53.50 which is the incorrect amount but with no additional information from eSurranty.

- At this point we continued to wait for the representatives promised response

Oct 14 - Requested an update from eSurranty and mentioned that we would wait to pay till the phone was received per eSurranty's response above.

... no response

Oct 16 - Sent another follow up to eSurranty copying associates that work there hoping for some response as past attempts received no responses.

almost 30 minutes later this is the response from eSurranty...

(Personal Information Removed),
There are procedures with us regarding claims. Once I have sent a customer the procedures and requested information, payment or documents, etc. It is the customers responsibility to adhere to these procedures in accordance to the policy terms and conditions. It is the customers responsibility to complete these requests within the time frame specified within their policy terms and conditions. When a customer states that they will not adhere to these terms and try to negotiate their own terms, it is a reason for the claim to be denied. Furthermore, sending e-mails to recipients that either do not exist or are not in the claims department is considered spam. I am the claims manager and I oversee all claims. Sending an e-mail to the orders department, the LiveChat department or attempting to reach one of our principles through e-mail will not make me go against our terms and conditions. As of today you have not complied with the terms in your policy for this claim and your claim for repair has been denied per the policy terms and conditions that state a customer has 5 business days to complete requested documentation or payments. Your device will be returned to you in the condition that you sent it to us within 72 hours.

Regards,
Rick Lewis