Review Time
I have a warranty for a laptop purchased through a platform. I submitted a claim on Tuesday via the portal and was informed I'd receive a reply within one business day. It's been much longer without any update. I've attempted to reach out, but the only option is to submit a ticket, and there's still no reply. I even emailed the platform, but they haven't responded either. This situation is frustrating, especially since their documentation promises a response within one business day. It feels like they are not adhering to their own terms.
This review outlines a frustrating experience involving a platform and its insurance partner. The product, warranty, and claims process are marketed as a cohesive service. However, when problems arise, responsibility is passed between parties, leaving the customer without a proper resolution. Part 1 – Repair via Insurance Partner In October, I submitted a claim for a screen repair on a laptop purchased from the platform and insured through the partner. What should have been a straightforward process turned into weeks without a working device. Despite claims of quick turnaround times, this was not the case: • The quickest turnaround was around 9 days. • The longest was about 22 days. Overall, I have been without a functional laptop for over a month in a two-month span. Communication was erratic, often lacking for long periods, and meaningful progress only happened when issues were raised publicly. For anyone who needs their laptop for work, this level of disruption is intolerable. To the Insurance Partner:
This isn't just about delays; it's about continuous communication failures, a prolonged lack of device control, and the absence of timely resolutions. Part 2 – Replacement via the Platform After opting for a refund and ordering a replacement, the new device arrived labeled as “Excellent”, but it fell short: • Visible cosmetic damage not disclosed • Missing standard charger, replaced by a different type • Battery health around 84–85% with noticeably reduced performance The platform agreed to: • an interim 10% partial refund, and • to provide the correct charger. Days later, neither has arrived. The battery issue was reported immediately and has been ignored. The result is a device that is significantly below the advertised quality and would be worth much less at resale. To the Platform:
Marketing products as “Excellent” while shifting responsibility to partners undermines trust in your standards. Acting merely as a middleman when issues occur is unacceptable. Anticipating the Response I expect a reply claiming that I’ve been “contacted directly”. But contact isn’t the issue; resolution is. Throughout this ordeal, responses have been slow and fragmented, often limited by rigid systems. The default response has been “send it back”, without credible timelines or acknowledgment of previous issues. Given the circumstances, trust in repeated returns has been lost. I’m sharing this as a caution to others, especially those relying on their laptop for work. I’m open to updating this review if there is a genuinely positive resolution, but so far this experience has involved extensive downtime, disappointing results, and unfulfilled promises.
I purchased a MacBook Pro 16” through a platform, with insurance managed by a third party. What should have been a straightforward screen claim on October 18 has now extended to 46 days of inadequate service:
– The laptop was sent for repair, only to be reported as “lost” in transit for over three weeks,
– It was returned with a defective screen repair (visible blemish under the new panel),
– Numerous support tickets were either auto-closed or ignored,
– There were long stretches of complete silence,
– No loaner or replacement was provided,
– There was no sincere apology or compensation for the time without a functional device. The proposed “compensation” from the third party would still leave me at a loss and does not fully cover a comparable replacement, despite their own deductible table limiting the excess to £100. The platform must take accountability for the insurance products they offer and the partners they collaborate with. As it stands, I cannot recommend depending on this warranty if your device is essential for work.
I purchased a laptop with insurance managed by a third party. A straightforward screen claim on October 18 has turned into 46 days of unsatisfactory service:– Device sent in, then “lost” in transit for over three weeks,– Returned with a faulty screen repair (visible blemish under the new panel),– Multiple support inquiries either auto-closed or ignored,– Long stretches of complete silence,– No loan or replacement provided,– No substantial apology or compensation for the time without a functional device. The proposed “compensation” still leaves me at a loss and does not fully cover a comparable replacement, despite their own deductible policy capping the excess at £100. The retailer needs to take responsibility for the insurance products they offer and the partners they engage. As it stands, I cannot recommend relying on this warranty if you need your device for work.
I submitted an insurance claim, and the initial process went smoothly. The repair was confirmed, and I received a tracking number for the phone's return. Two weeks later, the tracking indicates that the courier is still waiting for the package. I have received no responses to my support tickets and cannot find another way to follow up. I hope this rating prompts them to take action or at least provide an update. I did receive a response to my ticket four days ago, stating the item is lost and they will follow up with the courier. However, I have not heard back since my reply. I judge a company by their response to issues, and this is not good.
Claim reported on Sunday, accepted Monday morning. I reset my device as instructed and contacted the retailer for the shipping label. It is now Wednesday, and despite numerous attempts to reach out via email and support tickets, I have received no response. All I need is a label! The device is critical for monitoring health, and a repair or replacement is urgently needed to avoid missing a potentially dangerous medical episode. Why wasn’t the label sent automatically when the claim was accepted? It seems like a tactic to manage workload while extending the time from receipt of the broken item to claim completion. Reports indicate it takes a week just to send the label! I expected a smooth service with minimal downtime. The device could have been in use if we hadn't followed the reset instructions, but now it’s just packaged up, waiting for the elusive return label. If anyone from the service sees this, please expedite this claim!
Being based in another country, it’s challenging to reach them without a local number. I received no response via live chat, and communication could be improved. *Update*: After a few days, the issue was finally resolved. Once I sent the device for repair, it was repaired and returned within 24 hours. While communication could be better, the repair process was impressively quick.
I contacted the service after my device was sent for repair. They informed me it couldn't be repaired and refunded me via a virtual card. I selected a new device that had to be purchased from the retailer, topped up my balance, but the price increased at checkout. Now I can't top up further, and my support tickets and emails have gone unanswered. They currently hold £200 of my funds, which I cannot access.
I sent my device for repair after an accident and received a response stating they decided to keep it due to high repair costs. I dislike that they retain devices deemed unrepairable. I am still in the process of trying to retrieve my device as I urgently need it. I had no way of knowing that the repair costs would exceed the device's value, and they did not clarify that they would keep it if it was unrepairable. This policy is very anti-consumer, and I cannot recommend this service to anyone.
Avoid this service! I am currently experiencing a nightmare with them. I will share my email exchanges with them here. Their response times are extremely slow, and the entire process has been chaotic. I bought a laptop from a retailer and, after damaging the screen, I submitted a claim. Since then, the communication has been disorganized. I received an email stating my phone was repaired — absurd since I sent in a laptop. Eventually, I was told the repair cost exceeded the laptop's value, and they would declare it a total loss. To complicate matters: - My insurance was terminated prematurely without a refund for the unused period. - The voucher issued was £50 less than the original laptop value. - When attempting to use the voucher for a new laptop, my order was canceled due to item unavailability. - I was promised a refund within three days, but I have yet to see any money, and my voucher has disappeared. I also sent the laptop with crucial personal data, which was not backed up due to the damaged screen. Despite the hard drive being intact, they refused to return the laptop, leading to permanent data loss. This situation is completely unacceptable and has caused me immense distress. I demand: - A full refund of the voucher value and the additional funds added. - A refund for the unused portion of my insurance policy. I no longer wish to purchase anything from this retailer. Their service has been unreliable and unprofessional.
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