Ive got a Macbook Pro purchased on my Carnival MasterCard with Extended Warranty protection. The catch is that this purchase was made in November 2010. The new administrative company doesnt honor the warranty from that long ago. That company can be reached by calling the number in the Guide to Benefits pamphlet. That pamphlet and number is what is reached on the Baclays website today.
Calling that number, I was referred to another number, which then refers me to yet another. Of course that number just goes to basic Barclays Customer Service and those Chinese people have no idea what I am talking about.
Just wondering if anyone else has had experience with this issue and got a number that actually will help me start a claim.
The Macbook Pro has a dim display, bad backlight or such and im being quoted $700 to fix it, so i would really like to take advantage of this protection.
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Endeavorer
Member
posted: May. 3, 2012 @ 4:13p
Do you have the original Guide to Benefits pamphlet that was mailed to you when you first received the MasterCard? How long has it been since you first received the MasterCard?
When you say "That company . . ." I'm not sure which company you are referring to (the old company or the new company).
Lappie
Ancient Member
posted: May. 3, 2012 @ 4:23p
Yes, the original Guide to Benefits says to call 1-800-MC-ASSIST. That is MasterCard, which when you speak to them, they refer you back to the bank (Barclays). Barclays says its a MasterCard program and they have no way to handle the claim. The new number, on the new Guide to Benefits, directs you to VISA. They obviously have nothing to do with the situation and ask that you call MasterCard at the above number. Its a big circle.
Endeavorer
Member
posted: May. 3, 2012 @ 7:46p
What Barclays could probably tell you is exactly when (what date) your Carnival card's extended warranty protection ceased to be provided by Mastercard and started to be provided by Visa. I would expect that around that date you would have received in the mail an updated Guide to Benefits. (I always save mine and write on each one the date on which I received it and the card to which it applies.) If you can verify for certain that Mastercard was still providing the coverage on the date you bought the Macbook Pro, then that would help.
Assuming that Mastercard was still providing the coverage on the date you bought the Macbook Pro, then I would suggest a careful reading of the fine print in the original Guide to Benefits section that describes the details for the extended warranty coverage. Somewhere near the end of this section, there might be statements regarding what happens if Mastercard ceases to provide the coverage (perhaps some additional period of time during which the cardholder's purchases are covered -- or maybe not).
Once you are sure that your purchase was made during the Mastercard coverage period and you have taken the time to study all of the fine print pertaining to extended warranty in your original Guide to Benefits, then I would suggest calling Mastercard again.
Whoever you talked to at MC-ASSIST might not have realized that you were calling regarding coverage that originated back when they did provide the extended warranty coverage for your card.
I think I have a similar situation on one of my credit cards. The Guide to Benefits for my Chase Freedom Mastercard originally listed the Mastercard type of extended warranty coverage (extends coverage if original warranty is 1 year or less). When Chase upgraded me to a Chase Freedom World Mastercard, then the type of warranty coverage shown in the new Guide to Benefits was the Visa type of warranty coverage (extends coverage if original warranty is 3 years or less). You pose an interesting question: what happens if the cardholder has a claim based on the original Mastercard extended warranty coverage? I'm sorry, I don't have direct experience with this because I didn't have any claims, but perhaps some other FW members might have had some extended warranty claims on upgraded Freedom Mastercards (which a lot of people have). That situation could be similar to your situation.
bonghead
Senior Member
posted: May. 4, 2012 @ 11:24a
Lappie said: Yes, the original Guide to Benefits says to call 1-800-MC-ASSIST.
That's spot on. It's not your bank that handles the claim, it's Mastercard.
And it's unfortunate, because MC uses every trick possible to get out of these claims. I've had MC claims rejected multiple times over -- but I persisted until they got sick of blocking me from the claim I was entitled to.
They give one bogus reason after another. MC's strategy is to exhaust you into giving up on the claim. They try to bury you in paperwork.
Refuse their attempt to pass-the-buck, and point-the-finger. If they jerk you around too much, I would suggest filing a small claim against them. Get stuff documented.. send registered letters.. that way you can prove that you followed the documented process.
larrymoencurly
Why I oughta...
posted: May. 4, 2012 @ 2:00p
Lappie said: Ive got a Macbook Pro purchased on my Carnival MasterCard with Extended Warranty protection. The catch is that this purchase was made in November 2010. The new administrative company doesnt honor the warranty from that long ago.I thought Mastercard's policy was to extend warranties only when the original warranty was for 1 year or less, compared to 3 years for Visa and Discover, 5 years for American Express. But I've heard of some card issuers providing their own extended warranty protection, so are you saying the Carnival Mastercard did that as well?
juliox
Senior Member
posted: May. 5, 2012 @ 9:02a
larrymoencurly said: Lappie said: Ive got a Macbook Pro purchased on my Carnival MasterCard with Extended Warranty protection. The catch is that this purchase was made in November 2010. The new administrative company doesnt honor the warranty from that long ago.I thought Mastercard's policy was to extend warranties only when the original warranty was for 1 year or less, compared to 3 years for Visa and Discover, 5 years for American Express. But I've heard of some card issuers providing their own extended warranty protection, so are you saying the Carnival Mastercard did that as well?
How is this relevant at all? Purchase November 2010, MFG Warranty expire November 2011, Extended warranty until November 2012. It's May, 2012 currently.
Lappie
Ancient Member
posted: May. 5, 2012 @ 11:49a
Yeah. I have emailed Barclays a rather harsh email stating that they are my credit card provider and my main point of contact. There has to be a way that they can contact MC and get a clear answer on this issue. I got a response that a manager would call me back within 48 hours. Hopefully, if I do get an answer, this thread will help someone else out if they encounter the same situation. I can only assume that this is happening to anyone that bought product with their MasterCard a couple years ago and is trying to get extended warranty coverage.
bonghead said: Lappie said: Yes, the original Guide to Benefits says to call 1-800-MC-ASSIST.
That's spot on. It's not your bank that handles the claim, it's Mastercard.I think bonghead is right that you need to be calling 1-800-MC-ASSIST. Barclays cannot help you. Your policy is through Mastercard. (The only thing that Barclays might possibly be able to do for you would be to tell you the date on which the benefits changed from the old Mastercard benefits to the new benefits.)
From the MC Guide to Benefits that you posted above, the following passage on page 14 might be helpful:
"Cancellation: We can cancel these benefits at any time or choose not to renew the insurance coverage for all cardholders. If we do cancel these benefits, you will be notified at least sixty (60) days in advance. If the insurance company terminates, cancels, or chooses not to renew the coverage to MasterCard, you will be notified as soon as is practicable. Insurance benefits will still apply for any benefits you were eligible for prior to the date of such terminations, cancellation, or non-renewal, subject to the terms and conditions of coverage."
ETA: Regarding your Extended Warranty, your MC Guide to Benefits also says (page 7): "The item must have an original manufacturer’s (or U.S. store brand) warranty of 60 months or less." That is a lot better than any of my Mastercard Extended Warranty coverages. Mine say 12 months or less.
Lappie
Ancient Member
posted: May. 8, 2012 @ 12:11p
Just to update my situation with this.
I actually ended up sending an email to MasterCard directly and received a response from a Robert Brewer of Sedgwick Claims Management Service. They are apparently the old MasterCard claims company. His email address is Robert.Brewer@sedgwickcms.com.
They dont have a number to call, oddly, so they called me today. I was busy and she offered to call me back at a time good for me, 3:30pm.
By the way, talking to the company, the claims companies changed on December 1, 2010. Just a week after my purchase.
Hope this helps someone else in the possible future.
huffboy
Broke Member
posted: May. 25, 2012 @ 11:54a
thanks for the info. if i was in your place - i'd be emailing the mastercard CEO or what from day 2. I always write a nice email explaining my situation and displeasure with their customer service for cases like this.
I emailed samsung USA head (forgot his name ) about my missing rebates - next day two samsung people called me and they fedexed my rebates next day without any questions. I emailed the citibank CEO (pandit ) about my cellphone autopay issue- next day someone called me and they processed my autopay PLUS they sent me a goodie basket for my troubles
a lot of these CEOs care about their customers more than we think.
huffboy said: a lot of these CEOs care about their customers more than we think.
They do care. Everything is so filtered at the top. However, this often includes their own work email account. It just depends on the personality of the CEO. Not everyone is like Mark Cuban though.
The situation though is to make sure it is the right one/time to escalate. You do have to give a decent effort before escalating I think. Day 2 is a bit early I think.
Rasheed
huffboy
Broke Member
posted: May. 25, 2012 @ 9:07p
rasheedb said: huffboy said: a lot of these CEOs care about their customers more than we think.
They do care. Everything is so filtered at the top. However, this often includes their own work email account. It just depends on the personality of the CEO. Not everyone is like Mark Cuban though.
The situation though is to make sure it is the right one/time to escalate. You do have to give a decent effort before escalating I think. Day 2 is a bit early I think.
Rasheed
it depends. you can know as early as 1 or 2 calls that no one wants to take responsibility of the case. such was the case with citi and my autocharge payment. citi told me the payment was processed with blah blah transaction info and i should check with att. att told me they did not get any payment from citi and cant find the tansaction in their system and i should check with citi. end of the day neither citi nor att wants to check and is just passing the buck to each other.
huffboy
Broke Member
posted: May. 25, 2012 @ 9:10p
how they resolved my case: big boss shot an email (pandit forwarded it) down a long chain of people. citi called up att and resolved the issue within the day.
because of this, im stilling swiping my citicard today.
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