• Report: #66283
Complaint Review:

Max Assurance - Office Max

  • Submitted: Thu, August 28, 2003
  • Updated: Tue, February 17, 2009

  • Reported By:30068 Georgia
Max Assurance - Office Max
1287 Johnson Ferry Rd Marietta, Georgia U.S.A.

Max Assurance - Office Max Repair or replace Warranty was purchased with Hp 940c printer. 1287 Johnson Ferry Rdmarietta Georgia

*UPDATE Employee: Current OMX employee

*UPDATE EX-employee responds: Former Employee

*Consumer Comment: Max Assurance - You CAN cancel it!

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Max Assurance warranty was purchased from Office Max for HP 940c printer. Printer is in shop since 8/16/03. Acording to repair center parts cannot be located. Under the warranty provisions this should be replaced, instead after several weeks Max Assurance is telling me to pick up the printer from the repair center pay them additional $59.50 and send it to HP.

Several phone calls later and speaking with supervisors to no avail. They have actually put me on hold for several minutes as long as 30 min. and still no resolution. I have asked for the phone number and contact for the corporate ofice, again not willing to give it out.

I ned help toget this solved. In the meantime, my advise is to not buy any max assurance (insurance) consumers are being ripped off in millions of dollars under this scheme with no help.

Office MAx is also not willing to accept this and come up with some resolutions. I will not be shopping with Office MAx.

In the meantime, if someone has e-mail address, phone/fax number I will appreciate it.

I will not be giving up on this and will probably contact the DA office to see what I can do legally.

30068, Georgia

This report was posted on Ripoff Report on 08/28/2003 08:47 AM and is a permanent record located here: http://www.ripoffreport.com/reports/max-assurance-office-max/marietta-georgia-30068/max-assurance-office-max-repair-or-replace-warranty-was-purchased-with-hp-940c-printer-66283. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Current OMX employee

AUTHOR: Aedhan - (U.S.A.)

I work for Office Max and try to get Max Assurance plans whenever I can, yes employees get tiny incentives, but I find they are handy with the appropriate customer service.

We have had problems where people's product was broken after they got it. If they have trouble with Max Assurance we frequently will replace the item at the store if we can. People do have trouble with N.E.W, like any product warranty plan, but we at office max, at least ours, do everything we can to keep people happy. We actually had a manage call and argue (yell a bit) with the company because they do not cover a problem with a chair weakening and tilting.

If you go to the store, they will usually do anything they can to resolve the problem, as long as they have half-decent customer service. I wont lie, some places have less than stellar customer service, but most do because it is now a big focus of the company.
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#2 UPDATE EX-employee responds

Former Employee

AUTHOR: Hoss - (U.S.A.)

As a former employee of this company, not this store however, I know that I would have taken care of you. Had you expressed your issue or concern, I would have simply done a return of both items, and then had it put everything onto a gift card. Most people don't realize that it kicks in after the manufacturer's warranty (which if you read your manufacturer's warranty, it doesn't cover anything except manufacturer's defects 99% of the time which is why the plan is sold). I ALWAYS made sure that the customer knew when the MaxAssurance plan kicked in and to come back to the store if they were having issues. Having read your post, it seems like you have some issues with communication and probably didn't communicate your issue right OR you were one of those jerk customers who start yelling and screaming instead of trying to work out some sort of agreement. I found that 90% of the time, if a customer came back into the store for their MaxAssurance because the number they called wouldn't take care of them, it was because the customer didn't know how to communicate the issue or understand. Once I worked through everything and figured out what it was that they were having an issue with, I took care of them. It seems like most stores outside my area are having an issue with customer service, as much as I hate to say it. I loved working for that company
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#3 Consumer Comment

Max Assurance - You CAN cancel it!

AUTHOR: Defendtruth - (U.S.A.)

You can pick up a Max Assurance brochure at anytime to find out:

Cancellation: You may cancel this Contract at any time by surrendering it or providing written notice to the retailer at the address where You purchased this Contract You may also cancel this Contract by surrendering it or providding written notice to N.E.W. at the address listed above. This Contract may be canceled by You for any reason. In the event You cancel this Contract within thirty (30) days of receipt of this Contract. You shall receive a full refund of any payments made by You under this Contract. In the event You cancel this Contract after thirty (30) days of receipt of this Contract, You shall receive a pro rata refund of any amount paid based upon elapsed time less an addministrative fee not to exceed ten percent (10%) of the price of this Contract or twenty-five dollars ($25), whichever is less, and less any claims that have been paid or repairs that have been made. We or N.E.W. may not cancel this Contract except for fraud, material misrepresentation or non-payment byYou; or if required to do so by any regulatory authority. If We or N.E.W. cancels this Contract, You shall receive a refund of one hundred percent (100%) of the pro rata unearned portion of the Contract price less any claims which have been paid. We or N.E.W. may not cancel this Contract without providing You with written notice at least thirty (30) days prior to the effective date of cancellation. Such notice shall include the effective date of cancellation and the reason for cancellation. In Alabama, Arkansas, Hawaii, Maryland, Minneesota, Missouri, Nevada, New York, South Carolina, Washington and Wyoming:

If You cancel Your Contract within thirty (30) days of receipt of Your Contract and do not receive a refund or credit within thirty (30) days of receipt of the returned service contract, a ten percent (10%) penalty per month shall be applied to the refund.

Insurance: This is not a contract of insurance. Obligations of the Obligor under this Contract are insured under a service contract reimbursement insurance policy issued by Virginia Surety Company, Inc. In AL, AR, AK, AZ, CT, GA, IL, KY, MO, MT, NH, NC, NY, OH, lX, UT, WA, WI, and WY only: If You have filed a claim in writing under this Contract and the Obligor fails to payor provide service within sixty (60) days of filing such a claim, or if You are otherwise dissattisfied, please submit Your claim in writing and a copy of this Contract and the sales receipt for the Product to Virginia Surety Company, Inc., 175 West Jackson Blvd., Chicago, Illinois 60604, Attention: Service Contract Claims, 1-800-209-6206.
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