American Express AMEX Assurance Company American Express American Express Customer try to wear you down request documents after documents and denied your claime PO BOX 981553 Georgia

"I purchased Hp pavillion computer, I use Amex card because we would benefit with a year free extended warranty under the plan. On 8/8/2016 I file claim to fix my computer claim 10134091 .

"Call AMEX 8/9/16 they ask for repair receipt , I faxed repair receipt serial number 2MD3380GHM." (POINT 1- here you state you had the item repaired. Later you offer to take it in for repair. Which is it?  POINT2- Computers often break down warranty like this, 90 day coverage on parts, 1year labor or vice Versa. With that you would get 6 mo (180 days) parts coverage and 2 years labor coverage. It's good to know for the future. Actually many electronics do this, or some combo 90/90days, etc.)

"Call AMEX /8/10/16 they ask for documents that telling what wrong with the computer , I explain that HP only provide the repair charge." ((SERIOUS RED FLAG. ALL SERVICE CENTERS PROVIDE ESTIMATES AND IT BREAKS DOWN THE WORK TO BE DONEAND WHY. IF THEY DONT,  THEY HAVE TO PROVIDE YOU WITH ONE. So at this point you're saying "I spent money but I don't know what for, but pay me." No, warranty requires we pay claims as the underwriters expect us to pay claims. Otherwise we won't get paid for the claims we pay out.-

"I recontacted 8/12/16 the Customer Care group to express my frustrations with communication process they have set up. I told them i will send the computer to HP to repair and will provide them with the problem." (THIS IS WHERE YOU GET CONFUSING. YOU SAID YOU SENT IN THE REPAIR RECEIPT, I ASSUME TO GET REIMBURSED AND NOW YOU ARE SAYING YOU DIDNT HAVE IT REPAIRED. VERY CONFUSING.

"I recontacted 9/7/16 the Customer Care group to check on my claim status, after 15minutes she told me she can not find my claim, put me on hold serval time, finally she come back and told me the repair for the item is not same serial number on the original receipt, I told her I have the letter from HP 10/27/11 that show the item had been replace with another computer that why the serial number identical , she told.me to fax in that letter. (NOW HERES THE BIG PROBLEM. YOU STARTED OUT SAYING YOU WOULD GET 2 years in total coverage (AND THOSE YEARS RUN CONSECUTIVELY, NOT 1 year here and 1 year there 10'years down the road because NOW YOU NEED HELP on this computer buying it on AMEX. BUT YOUR NEW PURCHASE DATE WAS IN 2011. You're trying to file a claim in 2016? That would make you a very lucky man to have your repairs COVERED 3 YEARS AFTER THEY EXPIRED. SO EITHER YOU WERE TRYING TO PULL A FAST ONE, OR YOU DONT ADD)

"- I faxed the letter, call Amex again 9/9/16 to see check if AMEX receive my documents , talk to customer care and she told me yes they received the letter will take 7-14 days to process. "(7-14 days is Customer Service lingo to give the claims department some time if for some unexpected reason we fall way way behind. Usually they're done in about 72 hours MAX UNLESS WERE HOLDING FOR MORE INFORMATION OR WAITING ON THE CLAIMS SUPERVISOR TO GIVE US APPROVAL)

ggg

$$FOR SOMETHING UNUSUAL.

Nn"-Got an email from AMEX on 9/10/16 ask me to call them, I call in AMEX they ask me for repair cost that HP had replace the computer on 10/27/11, I told them is no charge because it still under warranty at that time, I ask to talk to the supervise , I explain to the supervisor that the letter from Hp that show serial number EPP_00_LP028AV computer had been replace also there is case number, contact person from HP but he still not willing to paid the claim. They placed a series of roadblocks in the way to complete a claim. This is indeed a ripoff in my view. (NO THE RIP OFF WAS YOUTRYIMG TO GET AWAY WITH GETTING A COMPUTER WEL OUT OF COVERAGE EITHER REPLACED OR REPAIRED. THE TRAVESY ISSIF THE INITIAL CUSTOMER SERVICE REP LOOKED AT YOUR DATE OF PURCHASE KNOWING THAT YOU WOULDNT B CCOVERED AND FILED THAT d**n CLAIM FOR  OU ANYWAY, WELL THAT PERSON NEEDS TO BE RETRAINED. IT WAS HANDLED BADLY, BUT YOU WERE NEVER EVER COVERED.

I paid 316.94 to fix my computer and after all this AMEX not going to paid my claim, they should tell me that they not going

to paid on 8/12/16 because of the serial number is not the same, and the letter from HP is not except able , if I know then

I will not send the computer to repair instead purchase new computer because the cost for new computer is less then the repair, the reason I send the computer

MY EXPERT POSITION ON YOUR SITUATION - 

I read your problem. I had trouble following what you were saying and if I did, they did too. 

First "I purchased Hp pavillion computer (Ion what date did you make the purchase? ) use Amex card because we would benefit with a year free extended warranty under (that is correct, but sometimes a warranty on computer parts only lasts 30 days so you would only get an additional 30 days covering those parts. Labor is usually a year, but I've seen as low as 90 days on labor. Depending on what your computer coverage was originally, it gets doubled. You had 1 yr P/L then you get 1year P/L from AMEX starting the day your original warranty ends) .

"Call AMEX 8/9/16 they ask for repair receipt , I faxed repair receipt serial number 2MD3380GHM." (Now from this statement I get the idea you had it fixed and sent them a repair receipt showing the serial number. Ok except I don't know what you had repaired? The computer or the monitor or modem, what was fixed)

Call AMEX /8/10/16 they ask for documents that telling what wrong with the computer , I explain that HP only provide the repair charge. (THAT IS WRONG. All repair shops fill out a report on what is wrong and the cost to repair. Usually an estimate so you can find out if it's worth repairing or not, and especially for those covering your warranty. THAT IS A NECESSITY FOR THE RECORDS TO PROVE TO OUR UNDERWRITERS THAT WE FOLLOW ALL GUIDELINES IIN PROCESSING A CLAIM. YOU HAVE TO HAVE THAT. DIDNT GIVE YOU ONoE. WE STILL HAVE TO HAVE ONE. If you already paid for the repair but it doesn't say why you have to go back to where you got it repaired and have them PUT IT IN WRITING. Because for all we know you dropped it out a window, WHICH IS NOT COVERED. ONLY ELECTRICAL OR MECHANICAL FAILURES ARE COVERED)

I recontacted 8/12/16 the Customer Care group to express my frustrations with communication process they have set up. I told them i will send the computer to HP to repair and will provide them with the problem. OK AGAIN, CONFUSED. YOU SAID BEFORE YOU SENT IN THE REPAIR RECEIPT MEANING YOU ALREADY HAD IT FIXED, WHY ARE YOU OFFERING TO FIX IT AGAIN? Makes no sense)

-I recontacted 9/7/16 the Customer Care group to check on my claim status, after 15 minutes she told me she can not find my claim, put me on hold serval time, finally she come back and told me the repair for the item is not same serial number on the original receipt, I told her I have the letter from HP 10/27/11 that show the item had been replace with another computer that why the serial number identical , she told me to fax in that letter.(YEAH WE NEED PROOF THAT WHAT YOU HAD REPAIRED WAS THE EXACT THING YOU PURCHASED, NOT UNREASONABLE BUT...WHAT IM SEEING HERE IS THEY DIDNT NEED ANY OF IT. IF THE WARRANTY WITH HP WAS      O N E  Y E A R THEN YOU ONLY GET 1 Year extended warranty. Your coverage expired in 2013. There was no need to go forward with anything.  They should have told you that 

- I faxed the letter, call Amex again 9/9/16 to see check if AMEX receive my documents , talk to customer care and she told me yes they received the letter will take 7-14 days to process.

-Got an email from AMEX on 9/10/16 ask me to call them, I call in AMEX they ask me for repair cost that HP had replace the computer on 10/27/11, I told them is no charge because it still under warranty at that time, I ask to talk to the supervise , I explain to the supervisor that the letter from Hp that show serial number EPP_00_LP028AV computer had been replace also there is case number, contact person from HP but he still not willing to paid the claim. They placed a series of roadblocks in the way to complete a claim. This is indeed a ripoff in my view.

I paid 316.94 to fix my computer and after all this AMEX not going to paid my claim, they should tell me that they not going

to paid on 8/12/16 because of the serial number is not the same, and the letter from HP is not except able , if I know then

I will not send the computer to repair instead purchase new computer because the cost for new computer is less then the

repair, the reason I send the computer

-

I purchased Hp pavillion computer, I use Amex card because we would benefit with a year free extended warranty under the plan. On 8/8/2016 I file claim to fix my computer claim 10134091 .

Call AMEX 8/9/16 they ask for repair receipt , I faxed repair receipt serial number 2MD3380GHM.

Call AMEX /8/10/16 they ask for documents that telling what wrong with the computer , I explain that HP only provide the repair charge.
-I recontacted 8/12/16 the Customer Care group to express my frustrations with communication process they have set up. I told them i will send the computer to HP to repair and will provide them with the problem.

-I recontacted 9/7/16 the Customer Care group to check on my claim status, after 15 minutes she told me she can not find my claim, put me on hold serval time, finally she come back and told me the repair for the item is not same serial number on the original receipt, I told her I have the letter from HP 10/27/11 that show the item had been replace with another computer that why the serial number identical , she told me to fax in that letter.

- I faxed the letter, call Amex again 9/9/16 to see check if AMEX receive my documents , talk to customer care and she told me yes they received the letter will take 7-14 days to process.

-Got an email from AMEX on 9/10/16 ask me to call them, I call in AMEX they ask me for repair cost that HP had replace the computer on 10/27/11, I told them is no charge because it still under warranty at that time, I ask to talk to the supervise , I explain to the supervisor that the letter from Hp that show serial number EPP_00_LP028AV computer had been replace also there is case number, contact person from HP but he still not willing to paid the claim. They placed a series of roadblocks in the way to complete a claim. This is indeed a ripoff in my view.

I paid 316.94 to fix my computer and after all this AMEX not going to paid my claim, they should tell me that they not going

to paid on 8/12/16 because of the serial number is not the same, and the letter from HP is not except able , if I know then

I will not send the computer to repair instead purchase new computer because the cost for new computer is less then the

repair, the reason I send the computer purchased Hp pavillion computer, I use Amex card because we would benefit with a year free extended warranty under the plan. On 8/8/2016 I file claim to fix my computer claim 10134091 .

Call AMEX 8/9/16 they ask for repair receipt , I faxed repair receipt serial number 2MD3380GHM.

Call AMEX /8/10/16 they ask for documents that telling what wrong with the computer , I explain that HP only provide the repair charge.
-I recontacted 8/12/16 the Customer Care group to express my frustrations with communication process they have set up. I told them i will send the computer to HP to repair and will provide them with the problem.

-I recontacted 9/7/16 the Customer Care group to check on my claim status, after 15 minutes she told me she can not find my claim, put me on hold serval time, finally she come back and told me the repair for the item is not same serial number on the original receipt, I told her I have the letter from HP 10/27/11 that show the item had been replace with another computer that why the serial number identical , she told me to fax in that letter.

- I faxed the letter, call Amex again 9/9/16 to see check if AMEX receive my documents , talk to customer care and she told me yes they received the letter will take 7-14 days to process.

-Got an email from AMEX on 9/10/16 ask me to call them, I call in AMEX they ask me for repair cost that HP had replace the computer on 10/27/11, I told them is no charge because it still under warranty at that time, I ask to talk to the supervise , I explain to the supervisor that the letter from Hp that show serial number EPP_00_LP028AV computer had been replace also there is case number, contact person from HP but he still not willing to paid the claim. They placed a series of roadblocks in the way to complete a claim. This is indeed a ripoff in my view.

I paid 316.94 to fix my computer and after all this AMEX not going to paid my claim, they should tell me that they not going

to paid on 8/12/16 because of the serial number is not the same, and the letter from HP is not except able , if I know then

I will not send the computer to repair instead purchase new computer because the cost for new computer is less then the

repair, the reason I send the computer