After purchasing a Brandsmart Service agreement for my Frigidaire Professional Series refrigerator, I have unfortunately had to make way too many repair calls in the first 24 months after purchase. The product itself should be faulted, but the Brandsmart relationship with the service provider / administrator, a company called Warrantech in Texas, is cumbersome, unresponsive, rigid, and bureaucratic.
Each time you call Brandsmart for a service call, you are directed thorough the usual multiple VRU options, only to finally reach a live agent who then tell s you to call Warrantech to get an authorization number, then call back with the authorization number to be placed in a queue for a service call.
The Warrantech agents and managers are the worst part of the whole process, requiring you to give them information you have already given them several times (like detailed model # and serial #) all of which they already have, but required your to provide them every time or they REFUSE to authorize the service you have paid for, even while several hundred dollars worth of frozen meats and seafood are melting all over your kitchen floor. Explaining to them that you are at work and do not happen to carry the model #'s and serial #'s of all your home appliances and electronics with you in your wallet provides no relief. They (in this case rep Marty and her manager Bill) tell you to call back when you go home and have the info. They are otherwise unconcerned of your material loss in the meantime or that you have to work, and both repeatedly REFUSE to transfer your call to a higher level manager and only snidely repeat over and over again to read your service agreement and that if you don't provide them with the information they acknowledge they already have EVEN THOUGH they have verified your identity, your address, your phone #, and that you have a valid current maintenance agreement with them, you get no service.
Warrantech rep Marty and manager Bill, refuse to authorize my qualified prepaid repair and refuse to tansfer my call to higher management.
Joseph
Fort Lauderdale, Florida
U.S.A.