Assurant Solutions / Awful experience
On September 23, 2006, we purchased a Gateway Laptop computer from Circuit City along with an extended warranty which is still in effect until September 23, 2010. In September of 2008, we had a problem with the hard drive and took it to Circuit City for repair. They sent it in and we got it back in late October, 2008. We again experienced the same problem on April 5, 2009. I called the Warranty Company, Assurant Solutions at [protected] and their tech support stayed on the line with me for over an hour trying to get the computer to reboot. He had me put in the restoration disk and after over 22 minutes, it remained at only 4% so he indicated that it needed to go in for repair (which I already knew having been through this before 6 months prior).
They sent me a box for shipping and Federal Express picked up the laptop on April 9, 2009 and the company received it on April 13, 2009. On April 20, I received a call from Assurant stating that they were going to return the computer to me unrepaired since it was damaged when they received it in their tech support office. This computer was definitely not damaged when I sent it to them for repair. They indicated that they had pictures of the damage and that I could receive the pictures via e-mail if I went to their website and requested them. I did that and did not receive pictures. On April 23, I received the computer back. When I opened the box and looked at the computer, I saw the hinge is definitely broken that connects the screen to the computer. This was not broken when I sent the computer for repair. I have contacted the company to dispute this damage claim and have indicated that this computer was not damaged when I sent it in for repair. Nor was it damaged when I had their tech support on the phone for over an hour on April 5.
Now, I have a computer that is damaged and will not be repaired by the warranty company for which we paid $300 for a warranty which was approximately 1/3 of the purchase price of the computer.
I have filed a complaint with my Attorney General's Office in the State of Illinois and have mailed it to them today. I have tried to speak to someone at their Assurant Solutions Resolution Office and am only given a FAX number of [protected]. I have called their tech center three times to get this matter resolved. I want this computer repaired and brought back to the same condition it was in when I sent it to be repaired. I want the hard drive replaced (again). It is my understanding that Assurant Solutions never provides new replacement computers, etc., but only provides refurbished computers. I don't want a refurbished computer, I want my computer fixed correctly.
I expect Assurant to repair the damage that they obviously inflicted on my computer to get around fixing it and I want the hard drive replaced with a new part. Nothing else will do.
I just want everyone to know that this warranty company seems shady to me. Only my husband or myself ever use this computer. We take good care of our things and are not in the habit of trying to get something for nothing. By the same token, we paid good money for this computer and the warranty and we want the computer repaired.
I sincerely hope that people will be wary when offered an extended warranty being offered by Assurant Solutions. This company is deceitful and uses bad business practices. Our warranty is still in effect until September of 2010. Which appears to be useless since they have refused to fix our computer.
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