MADISON, WISCONSIN -- Never buy this warranty, it is a rip-off and covers nothing. They will “fix” your computer, but send it back broken in other parts. Problem Summary (more in the Details): It took around 3 weeks to get fixed; had to spend another $155 just to get the proper extra things they needed to turn in; computer came back and battery was broken (another $90 to replace); when I called to complain, they told me it was my fault and there was nothing I can do; still have a broken computer, which takes forever to start up, and have to pay more money to replace a battery that I did not break.
Details: Bought this warranty less than 2 years ago, and my laptop broke recently (laptop was around 550 and the warranty was another 140). Instead of fixing it in store, they made me call some help line. That help line said I had to send the computer into some place. So I had to wait 2 days to get a box to send it in.
Then the box came, and then the slip told me I had to send in a recovery disk. So since Office Max never told me that I had to call Sony and wait 6 days for that to come (and pay 70 dollars). During that time, I tried to get my hard drive extracted. When I went to Office Max, they said that they could do it for 50 dollars and I had to buy a hard drive case from them for another 35 dollars. Finally I was able to send the laptop in. It took around 8 business days to fix it, which is a bit long, but what else could you expect from a warranty like this?
When the laptop came back, I turned it on, and it started up, which was the first positive of this experience. Then I logged into windows, and it took 15 minutes to actually log in (more than 15 times normal length before it went in). Once logged in, a warning popped up saying the battery was broken or the wrong battery. The battery was not broken when I sent it in (still had 4 plus hours of battery life left).
I called again to complain about the long login times and the battery issue. Instead of being helpful, they told me my warranty does not cover this and there is nothing they can do. It is my fault I cannot prove the battery works, so they will not replace it.
Basically they are leaving me out in the cold, even though I did not do anything wrong. I am not sure I want to spend another 90 dollars for a battery, when the computer could break at any time again. I will never buy another product from Office Max, and I hope you don't as well. You will probably get screwed out of around $800 dollars just like me.
CLEVELAND, OHIO -- After a year and 8 months, the printer would not due to an Automatic Document Feeder error. No luck with any solutions found online, at HP service, etc. NOTHING worked. I realized I had purchased a two year service plan (expires in August, 2013). Upon purchase, I was handed a brochure and told that the warranty was good for two years (I know the first year was already under manufacturer's warranty).
The product was registered with Epson the day I bought it. Tonight I called the 866 number and got someone in another country who assured me that the printer had never been registered. He then tells me that the warranty cannot be honored if it was never registered. NOWHERE in that booklet or upon checkout at OFFICE MAX was I instructed to register the product with MAX ASSURANCE. I told him that I was not going to take NO for an answer and he hung up on me. POS.
SUNRISE -- I really wish that I could use names so that I can say how great this kid was; but alas I can't. I was in the market for a new computer. I decided on buying HP because it was highly recommended. I went to my local computer stores which are Staples, Office Depot, Best Buy, Office Max, and CompUsa. I was doing research to see what were the best deals for my hard-earned dollar, I had all the ads that come in the paper with me as I went to the different stores shopping around talking to the sales folk.
As I'm shopping I'm also trying to gauge how trustworthy these people are because you know they are going to try to sell you all this other junk you don't need or want. I learned this very quickly because the salesman (mid 30s this guy thought he was a friend to me calling me 'bud') took one minute to sell me a computer and an extra thirty to sell me all this other stuff I did not need.
I had to be prepared so I made a list with the things I was going to purchase which were the laptop, a wireless mouse, Microsoft word, a laptop desk, and a laptop case; now you know when I'm telling the people helping me that I'm only purchasing the things on my list they are not very happy because they had a different agenda.
I end up between Best Buy and Office Max; Best Buy is not really pushy and they had the best price on the HP but the guy at Office Max was great and very trustworthy and the computer they had in Office Max was only 20 more dollars which didn't hurt my pocket much. As I'm speaking to the guy in Office Max he is telling me that he was recently hired, we keep talking and he is showing me tips and tricks to find out what computer is best for me and how I could make my decision easier when I was ready.
He hands me a sheet that has all these discounts on different things that you could buy when you get a laptop/netbook/desktop; he also hands me the brochure of the Protection Plan where he wrote his info since he didn't have a business card and he told me to take a look at it while I decided where I was going to make my purchase. I gathered all my things from the different stores; I chose to take my business to Office Max.
I arrive at the store Friday morning (this happened during the course of a week) with my wife this time because she surprised me in the morning saying she was going to buy the computer and other things for my birthday. As I said before I arrived at the store and there was the guy I had spoken to before, he was on the register this time he acknowledged me when I came in the store with a wave and then I guess he called someone to go help me out by the computers and since I had spoken to him and he knew my story I asked if he could help me.
He came over and asked me if I had decided where I was going to purchase the machine and I told him that because of him I would purchase it in Office Max. He was very glad that we had chosen his store and thanked us for our business, he proceeded to go over the things we had discussed that I would be buying. He explained the MaxAssurance or Protection Plan to us and we politely declined seeing as how we had never used the ones we purchased before.
Anyway that computer came out to be 599.99 and the extras were about another 400 dollars something he explained was completely normal on a computer purchase; we bought a printer which had a discount with the black ink, we bought Office Home and Student, a Targus case, Targus Chill Mat, antivirus, a wireless mouse, and a router so we could have wireless internet at home. Again he reiterated the importance of being covered under the plan stating that spending a little bit more would make our purchase last longer and give us peace of mind, and again we declined.
I was very happy with my purchase for exactly 23 days and then it just stop working. I call HP because the computer is still obviously in the warranty period and they tell me they can't diagnose the laptop via internet since the machine is not working correctly. I have to send it into them but I decided to go to Best Buy and have them diagnose the problem and save myself the headache of shipping the machine anywhere; that diagnostic cost me a pretty penny.
Best Buy told me how much it would cost to fix the computer and I nearly blew a gasket because the computer was not even a month old at this point; I asked the guy if HP would cover it and he said that most likely it would not be covered because it was just one of those things that didn't fall within the manufacturer's warranty.
Long story short I had to send the computer in to make sure there was nothing they could do about the computer and this is the 20th day that I'm without my PC, it is incredible how things happen. I emailed the guy to tell him how the computer was doing the first week I had it and thanking him for his help, he replied back letting me know that he was glad everything was going well and when I told him a week later that the computer was damaged he said he wished he could do more for me but that the store policy couldn't be broken and that he wished we had been able to buy the MaxAssurance plan for the computer when we bought it and he wished me luck.
He also turned me on to this website so that I may let other people know that it is possible that a computer might get damaged or crash and to tell you to BUY THE PLAN AND BE WORRY FREE, IF ANYTHING GOES WRONG OFFICEMAX HAS YOUR BACK AND YOU WON'T HAVE TO FEND FOR YOURSELF. P.S. If you are in Sunrise and you need a computer talk to the Technology Specialist or the Electronics Manager in that store and he will take care of you.
Update 09/05: HP got back to me, the damage is not covered by the limited warranty. I will have to pay for repair out of pocket. According to them the computer was damaged due to an electrical surge/spike, which damaged some of the internal components of the machine.
HOUSTON TEXAS -- In my humble opinion, OfficeMax is a miserable place. When you walk in, employees have to be very aware of you. I'm not going to say I work there, but read between lines. It's a high pressure job. The store is doing miserably, for some time now (since 2006, when they shut down a bunch of the worst producing stores, to decrease loss). Staples and Office Depot are kicking Office Max's butt. When you come in, on every purchase, or visit, employees are supposed to find out your problem or issue, and pressure you into a sale. Once they have you sold on something, they are supposed to try to get you to buy something more expensive or at least anything related, like accessories.
At that point is all about signing you up for Max Perks and selling you Max Assurance on the product. Most of the time it's totally unnecessary and protects you against the things that a decent store would replace without the stupid Max Assurance. It's a way to make a lot more money, because margins are already so low, and it's still not good enough to beat competition. Just letting you know that you should do your research online.
Find the product you need, price compare online by googling the specific model of what you need. Once you find a reputable company that sells the specific model you need, order it or go pick it up. You can usually have it delivered for free to a store near you, if it's only available online. I avoid OfficeMax like the plague or Kroger. Don't get me started.
Good luck little customers. May the force be with you and may you be wiser next time. As soon as you go in they probably pressured some guy to go bug you for a sale! No kidding! Business is so slow, I am honestly amazed they are open. I can't believe they haven't pulled a Circuit City yet. Maybe they're a shell company. I think they already got busted for fraudulent rebates by the government or IRS. Check it out if you don't believe me. Do I need to say it's a horrible cold environment to work for?
OREM, UTAH -- In short, the service in the store was horrible, the warranty is a scam, and the entire thing was deceptive, degrading, and despicable. I purchased an office chair at this OfficeMax on 9/15/11. It was a $180 chair that was discounted to $100. I was told by the sales associate and a manager or supervisor that if I purchased the 3 year warranty on the chair that it would be replaced if anything happened to it, no questions asked.
I was wary of this promise so I checked the service protection booklet as well. It said that "If your furniture fails, we arrange to have it repaired and pay the bill - no deductibles, no hidden fees. If your product cannot be repaired, it will be replaced."
Less than a year later and the seams are coming apart on the chair. I call the customer service number and they tell me (after more than an hour wait) that they can reimburse me for the $100 purchase price of the chair, but nothing more. They will not arrange to have it repaired; they said that wasn't even an option. When I asked to have it replaced, they said they don't have a warehouse with products and that they never replace anything, they just reimburse the customer for the purchase price.
I assumed there must be some misunderstanding and spoke to a supervisor on the phone to no avail. I then went into the store to try to get my chair replaced. I spoke to **, the store manager. He told me he could do nothing at all. He couldn't give me money or a chair. He told me that he found nothing confusing about the service protection pamphlet, despite it never even using the words "reimburse" or "purchase price" anywhere.
He told me that he didn't understand why I found it confusing, that no one in his twelve years had ever complained about not being able to get the product they purchased a warranty for replaced with the same or an equivalent product. He insinuated, without actually saying it, that I was an idiot and he just wished I would leave.
I asked him, "Which is more clear, more helpful to the customer, or better represents the actual warranty program: 'If your product cannot be repaired, it will be replaced.' [this being what is actually written in the pamphlet] or 'If your product cannot be repaired, you will be reimbursed for the purchase price of the product, not including any discounts on the original retail price'" [this being what the program actually is]. He literally laughed at me and said he found nothing confusing about the wording in the pamphlet.
In the end, I received nothing for my time, effort, and frustrations except to have a store manager laugh at me for wanting the chair I purchased to be replaced with the same or an equivalent product. Utterly disgusting customer service.
Cancellation: You may cancel this Contract at any time by surrendering it or providing written notice to the retailer at the address where You purchased this Contract. You may also cancel this Contract by surrendering it or providing written notice to N. E.W. at the address listed above. This Contract may be canceled by You for any reason. In the event You cancel this Contract within thirty (30) days of receipt of this Contract, You shall receive a full refund of any payments made by You under this Contract.
In the event You cancel this Contract after thirty (30) days of receipt of this Contract, You shall receive a pro-rata refund of any amount paid based upon elapsed time less an administrative fee not to exceed ten percent (10%) of the price of this Contract or twenty-five dollars ($25), whichever is less, and less any claims that have been paid or repairs that have been made.
We or N.E.W. may not cancel this Contract except for fraud, material misrepresentation or non-payment by You; or if required to do so by any regulatory authority. If We or N. E.W. cancels this Contract, You shall receive a refund of one hundred percent (100%) of the pro-rata unearned portion of the Contract price less any claims which have been paid.
We or N. E.W. may not cancel this Contract without providing You with written notice at least thirty (30) days prior to the effective date of cancellation. Such notice shall include the effective date of cancellation and the reason for cancellation. In Alabama, Arkansas, Hawaii, Maryland, Minnesota, Missouri, Nevada, New York, South Carolina, Washington and Wyoming:
If You cancel Your Contract within thirty (30) days of receipt of Your Contract and do not receive a refund or credit within thirty (30) days of receipt of the returned service contract, a ten percent (10%) penalty per month shall be applied to the refund.
Insurance: This is not a contract of insurance. Obligations of the Obligor under this Contract are insured under a service contract reimbursement insurance policy issued by Virginia Surety Company, Inc. In AL, AR, AK, AZ, CT, GA, IL, KY, MO, MT, NH, NC, NY, OH, lX, UT, WA, WI, and WY only:
If You have filed a claim in writing under this Contract and the Obligor fails to payor provide service within sixty (60) days of filing such a claim, or if You are otherwise dissatisfied, please submit Your claim in writing and a copy of this Contract and the sales receipt for the Product to Virginia Surety Company, Inc., 175 West Jackson Blvd., Chicago, Illinois 60604, Attention: Service Contract Claims, 1-800-209-6206.
EDISON, NEW JERSEY -- Dealing with Office Max's Max Assurance has been an utter nightmare. Not only are the help desk and computer help desk agents liars, but they are incompetent as well. It took two grueling months to finally get a refund for my all-in-one printer. They had the nerve to send me an Office Max purchase card! Needless to say, after a tongue lashing they are sending me a check.
I work in a very small office consisting of only 3 people. We were unable to conduct business as usual during this two month time frame. We were forced to work from our homes where we had to use our own personal printers, faxes, and copiers. During these 2 months Max Assurance had hired a tech company Prism Pointe Technologies.
The field technicians they sent out were either indolent or semi mentally retarded. None of them seemed to know what they were doing. Anytime they came and gave Max Assurance their prognosis it would take another two weeks to get the technician to come back out with a replacement part. Twice the parts they ordered were incorrect and sent to the wrong address. Countless hours I had spent on the phone with both companies trying to get someone to fix my All-in-One or replace it.
Each time I called I had to speak to a different help desk agent no matter if it was a day later or an hour later which left me even more frustrated. The first 5-10 minutes of my call was sitting in silence while the new agent reviewed my 2 month long profile only to have them ask the same questions. The majority of the time the agent I had spoken to previously did not feel the need to make any notations in my profile as to why I was calling or what they had promised me they would do.
Therefore, I was left to bring the new agent up to date and start from the beginning. I had been promised each time the field tech would call a certain day or time and they didn't. I had been promised the part would be in within a certain time frame and it never was. I had been promised a supervisor would call me back... it never happened. I spent two months getting the run-around. Some of supervisors even stopped answering my calls. I have no idea how this company is functioning. I have never dealt with a company as disorganized and inept as this one. I wouldn't even recommend them to my worst enemy.
HOPKINSVILLE, KENTUCKY -- I purchased two HP Pavilion Desktop PC's from our local Office Max Store and paid for the Max Assurance extended warranty for three years on both computers. A year after I purchased these computers, one of them had its motherboard go out of it. I called Max Assurance. They issued me a claim number and told me to contact this 800 number. I did so and was on hold for 20 minutes. I then was given a reference number to give to the technician when I spoke with him.
After being on hold for another 10 minutes, I finally get to speak with someone who thinks he understands my frustration with their system. He leads me through the long process on filing a claim of what my computer problem is and then tells me that he'll send this to their Tech. Support Dept. and someone from there will call me. No one calls, so I finally call them back 2 days later. Once again to be put on hold several times.
I finally get to the Tech. Support Dept. and they finally troubleshoot the computer and determine that the motherboard is bad. They tell me they'll order me another one and get it in the mail to my son's college apartment immediately. A week later no motherboard, I call them again. "We'll get it on order and have it sent next day to your son's," the lady tells me. OK no problem.
Where does it show up? My house, 2 hours away from where it needs to be. I end up driving it to my son's house. A service tech. is called to repair the PC but never schedules an appointment so, after several phone calls and no shows, we finally get the motherboard put in. It works for 34 days and is out again. I am now going through this whole entire process again.
It is nothing but the runaround with Max Assurance and with the computer service center they contract to do their servicing. Who is this contracted service center you ask? Try BARRISTER GLOBAL SERVICES NETWORK. Each time we have been down 30 days or more and we get nothing but the runaround.
I fully believe that they are banking on you getting tired of being given the runaround, and you will give up and get your item fixed elsewhere, or just buy another one while they're running all the way to the bank with the money you've paid for their worthless coverage and the money you've lost in the process. Take it from me, RUN as fast as you can away from this warranty coverage and investigate these companies BEFORE you buy.
I have first-hand knowledge of the sales tactics. I spent 2 months there and have several friends who work there now. You are trained to sell, no matter what. The manager repeats over and over "expectations" and gives daily quotas to hit.
MaxAssurance is the number one priority. You have to hit 3% of your sales. Every computer, printer, shredder, and camera. They even sell them on backpacks. The MaxAssurance program is owned by OFFICEMAX. They look for loopholes to NOT cover things.
Think about it, they sell it and don't want you to use it. IT's not worth it! Even associates have been denied coverage. It is so High pressure that you feel guilty selling stuff to people who really can't afford the insurance. The furniture Insurance is the worst, it covers nothing really. The chair insurance is a joke. It only covers wheels. The mechanism is not covered, which is what usually breaks first.
MAXPERKS- It really isn't what it seems. If you recycle you have to make qualifying purchases to reap your rewards. So read the fine print. SALES- by the way, as it has been mentioned early, the associates are required to greet you very fast, and take you to the item and place it in your hand. Then they are expected to talk to you, get your name, find out what you are working on, and offer all the items you may need. At times it is very intrusive. It makes it so you can't just shop. There are other choices, pick a better one.
GADSDEN, ALABAMA -- I purchased a $1400 laptop computer with the Office Max Assurance "warranty": the warranty specifically states that I have coverage from "humidity damage" but not they are saying they do not cover humidity damage anymore, and anyway my damage is not from "humidity" but something was spilled on the computer (not-never happened).
I would not purchase a pencil from Office Max and NEVER buy their warranty. I should have known because Compaq called me two days later and warned me not to buy that Office Max Assurance Warranty; they told me that Office Max would not honor the warranty and they were right. Lesson learned: run run fast and far away from Office Max!!
I'm not sure that there is not a class action suit here. I was told by the Office Max warranty rep "well, you live in the "dark, dank, humid southeastern United States and we have stopped covering damage from humidity," even though on my brochure I have the sentence that "environment factors such as heat and humidity are covered." I bet I'm not the only person this has happened to with Office Max "Warranty Assurance".