Oh well, time for a little story.
Are you sitting comfortably?, then I'll begin.
Bought my OLED on black friday in 2016.
I also purchased 3 Year Black Friday Multi-Device Protection Plan - Total Aggregate Claim Limit ($2000)
Situation eventually resolved, but much too-ing and fro-ing , including interacting with San Franciso's last TV repair man!
https://hoodline.com/2017/06/art-s-tv-to-become-bilingual-preschool-this-fall
initial chat transcript
ranscript:
script:
[15:59:02] Stephenie joined the conversation
[15:59:02] Thank you for contacting Customer Service.
[15:59:10] Grahame ***: plan was * Year Black Friday Multi-Device Protection Plan - Total Aggregate Claim Limit ($****)
[15:59:27] Stephenie: Hello. My name is Stephenie, and I will be happy to assist you today.
[15:59:36] Grahame ***: Order# ***-*******-*******
[15:59:41] Grahame ***: from amazon ,
[15:59:49] Grahame ***: Ordered on November **, ****
[16:00:22] Grahame ***: can you re-send so I can find plan in dashboard and make claim
[16:00:49] Grahame ***: TV ordered at the same time has developed an issue
[16:01:36] Stephenie: I am happy to assist you regarding this. Unfortunately you are not able to file a claim online but I am happy to assist you in filing the claim.
[16:03:23] Grahame ***: Do you know the plan # so I can enter it in the dashboard?
[16:03:50] Stephenie: I do but your dashboard will not show that information as you are not able to see your plan online due to the kind of plan that it is.
[16:04:07] Grahame ***: aha
[16:05:06] Grahame ***: can you send me a copy of the plan by email, so I know whats covered and how to make a claim?
[16:05:15] Grahame ***: another email said the ASIN was B**M*FALLE
[16:06:42] Stephenie: You may be able to locate your plan here. https://svcplans.assurantsolutions.com/doorbuster-terms-and-conditions
[16:06:57] Grahame ***:
Grahame *** has been connected.
[16:07:23] Stephenie: If you would like to start a claim now I am happy to assist you.
[16:08:37] Grahame ***: I''m just reading the info ,
[16:08:48] Grahame ***: meets the purchase criteria
[16:08:48] Grahame ***: Your Plan must have been purchased between **/**/**** – **/**/****.
[16:09:05] Stephenie: Would you like to file a claim today?
[16:09:10] Grahame ***: To arrange for service, call our Protection Plan Provider at *-***-***-****. The Assurant Black Friday Multi-Device Protection Plan Provider must authorize all repairs and service in advance. If your repair is not satisfactory, please contact us.
[16:09:16] Grahame ***: yes please ,
[16:09:22] Grahame ***: lets get this started
[16:09:30] Stephenie: Wonderful, what is going on with your TV?
[16:10:03] Grahame ***: TV is LG Electronics OLED**B*P Flat **-Inch *K Ultra HD Smart OLED TV (**** Model)
[16:10:11] Grahame ***: Ordered on November **, **** Order# ***-*******-*******
[16:10:30] Grahame ***: The picture is now intermittent
[16:10:47] Grahame ***: when you turn it on , a (perfect) iamge displays briefly
[16:10:54] Grahame ***: then goes black
[16:11:23] Grahame ***: and then the image will display briefly , ( under a second)
[16:11:29] Grahame ***: then black
[16:11:40] Grahame ***: independant of input
[16:12:10] Grahame ***: e.g happens when using the Smart TV features , no external input
[16:12:15] Grahame ***: or any external input
[16:12:43] Grahame ***: TV still outputs audio OK , even when no picture
[16:13:00] Grahame ***: frustrating!
[16:13:15] Stephenie: I am very sorry that is happening when did that start?
[16:13:22] Grahame ***: Just yesterday
[16:13:41] Grahame ***: and your chat opened today.
[16:14:39] Stephenie: Thank you, and what was your purchase price?
[16:15:00] Grahame ***: Item(s) Subtotal: $*,***.** Shipping & Handling: $*.** Total before tax: $*,***.** Estimated tax to be collected: $***.** Grand Total: $*,***.**
[16:16:29] Stephenie: Thank you, and I am seeing your address as, CA ***** and could I have you verify your phone number?
[16:16:41] Grahame ***: address is correct
[16:16:53] Grahame ***: home phone is (***)-***-****
[16:17:07] Grahame ***: Cell/Mobile *** *** ****
[16:17:46] Stephenie: Thank you Grahame , the last thing we will need is for you to send in a copy of your receipt. We need this receipt so that we finish processing you claim. The receipt of the product must include the following: Product make, model, serial number (if possible), day shipped/bought, and purchase price.
[16:17:59] Stephenie: You can email us your order confirmation, shipment confirmation, or a screenshot of the order details page. You can email us your receipt for the product to:
[email protected]. Please make sure to write "Amazon ********" in the subject line of your email. We will send you an email within *-* business days notifying you that we received it and what the next steps of your claim are.
[16:18:33] Grahame ***: device details
[16:18:34] Grahame ***: https://photos.app.goo.gl/*p**a*h*AXarCJD**
[16:18:58] Stephenie: That does need to be emailed in to complete the claim.
[16:19:06] Grahame ***:
Grahame *** has been disconnected.
And this is my call log / tracking of the whole saga
including the "fun" part when RW went incommunicado with the TV
only to reappear saying "I'm back from vacation" ( when prompted) as if nothing was wrong ...
2016-11-27 Purchased TV
2016-11-27 Purchased Policy -
2019-04-21 TV Developed fault
2019-04-22 Fault Reported - Chat - Apr 22 2019 3:59:19:937PM - Stephenie R
Visit Scheduled
2019-04-26 Visit Occurs
2019-05-03 Pictures of TV Sent
2019-05-08 Text Chat with Assurant - Said would be escalated
2019-05-13 Text Chat with Assurant - May 13 2019 3:32:14:663PM Christel P
Text Chat with Assurant
2019-05-16 Voice mail message left by Harriet Assurant Solutions
Claim authorized, Service provider to order parts + repair,
2019-05-20 Left message for Harriet Bird (confirming status, what next?)
2019-05-22 Call from Richard Wong (Arts TV) wanting to pick up TV on 23rd between 11-12
2019-05-23 Richard Wong picks up TV on 23rd between 11-12. Parts due 30th?
2019-05-30 Nothing Happens
2019-06-03 Call from Harriet Bird () asking for status
2019-06-04 Called Harriet @9:40: She tried to contact RW for status,give him a day to reply
2019-06-07 Texted RQ @ 09:06 asking for status
2019-06-07 Call from Harriet @ 10:10 asking for callback on status
2019-06-07 Called Harriet missed harriet, left voicemail
2019-06-10 Called Harriet, informed no contact with RW from either of us.
2019-06-10 Texted and Called RW. No Response. Voice Mail boxes Full,
2019-06-12 Called RW. picked up, back from vacation, arranged return 06-14
2019-06-13 Called Harriet, informed her of the situation
2019-06-14 RW Delivered repaired TV. Works. All is well.
2019-06-14 Left Message with Harriet to inform her of the situation.
I wish you well !
