Egg Extended Warranty - worthless

thenudeone

I know egg have just moved to Barclaycard, so I'm not sure if this still applies, but here goes.

I have claimed on the Nationwide credit card extended warranty before, although it was many years ago. The procedure was very simple. Below a certain value, they don't ask for any evidence, they just refunded the cost directly and trusted the cardholder.

Claiming on egg is a different matter.

Egg's insurance handling is outsourced to an Irish claims company (OSG Outsource Services Group Limited) who seem to deal mainly in travel claims. Once you've found someone in the company who knows what you're talking about, they will send a claim form (arranged for a travel claim!). 3 months later, they will contact you asking for an engineer's report confirming the item is broken.

They have refused to nominate an authorised repairer or inspector or send an assessor, and have now said that they will not pay the claim unless I pay for a report.

The terms of the policy do not specify that the cardholder has to pay for a report.

I complained to Egg about the delay. They have passed the details on to Lloyds of London, who have written to me saying they can't see how the matter relates to them!

So if anyone is keeping the new Barclaycard because of the security of an extended warranty - forget it. Stick with Nationwide instead.

alanq

Nationwide is replacing Gold cards with Platinum Select cards. They have some additional benefits but do not offer a free extended warranty.

Fingerbobs

Personally, I would just take such complaints up with the retailer. Most extended warranties are not worth the paper they're printed on - just get the retailer to sort you out under the Sale of Goods Act (or whatever the equivalent legislation is called now). I recently got a full refund of the original purchase price of a microwave that blew up after 18 months. Would've been quite satisfied with a replacement product or repair, but the retailer preferred to just refund me - which is also fine by me.

thenudeone

Mine is a Nationwide credit card (wavy blue design), not a gold card, and it still offers the extended warranty.

If I wanted to take someone to task under SOGA I would still have to prove it was defective. The item is a pond pump, so the fault cannot be demonstrated in a courtroom!

I did try the retailer (an ebay seller) without success. I thought the credit card warranty was the next best option. I expected them to have an approved repairer network or a national repair centre (to reduce their costs) or to accept some element of trust (like any insurance policy) but they seem like a bunch of amateurs.

BTR70

It is fairly standard for you to have to provide a repairs report to get a claim paid under Extended warranty and I believe it does state this somewhere in the policy terms and conditions. It should not have taken OSG 3 months to get back to you but you are correct in your view that they have little experience in this type of cover. Lloyds are the underwriter who take the risk on the policy but they would not get involved in a dispute at this stage as they would simply refer you back to the policy wording. I am involved in the insurance market and if you would like to post a brief overview of the claim circumstances I can give you an opinion of whether it would be paid and if it would be worth paying for the repairers report.

Penelopa.Pitstop

I recently tried to claim under extended warranty and my claim was rejected because I didn't pay in full for the product. Now, Barclaycard policy wording is:

"For eligible purchases worth over £50, paid for in full on your business credit card, you’re entitled to 12 months extra cover on top of the manufacturer’s warranty." It's the same wording as for old Egg.

What happened: I paid for Kindle using Amazon Vouchers (£25) and paid rest by card.

I have some doubts regarding "paid in full". I paid in full for product (it wasn't in installments). How to treat part payment in vouchers and part payment by card?

Kindle is out of warranty and I only kept Egg/Barclaycard for extended warranty perk but it looks like I will be out of pocket because I wanted to be savvy in first place and paid by vouchers.

Do you think I have any chance of appealing against Barclaycard (OSG Travel) claim rejection?

Not to mention I'm disappointed that Kindle lasted only 18 months.

[Deleted User]

I don't think you have any grounds for appeal. The wording is pretty clear.

[Deleted User]

Penelopa.Pitstop wrote: »

I recently tried to claim under extended warranty and my claim was rejected because I didn't pay in full for the product. Now, Barclaycard policy wording is:

"For eligible purchases worth over £50, paid for in full on your business credit card, you’re entitled to 12 months extra cover on top of the manufacturer’s warranty." It's the same wording as for old Egg.

What happened: I paid for Kindle using Amazon Vouchers (£25) and paid rest by card.

I have some doubts regarding "paid in full". I paid in full for product (it wasn't in installments). How to treat part payment in vouchers and part payment by card?

Kindle is out of warranty and I only kept Egg/Barclaycard for extended warranty perk but it looks like I will be out of pocket because I wanted to be savvy in first place and paid by vouchers.

Do you think I have any chance of appealing against Barclaycard (OSG Travel) claim rejection?

Not to mention I'm disappointed that Kindle lasted only 18 months.

Have you tried just emailing Amazon customer services? I know the Kindle only has a 1 Year warranty but I've known of people who have had theirs replaced for free after a year because the screen had died.

I've been able to do this several times with other companies by sending them an email - most recently a pair of Loake shoes where the sole stitching had come loose (over a year old) which are now in the process of being refurbished free of charge. Its rare to find companies willing to stand by their products nowadays but it does happen!

This seems to work best if you send a nice email rather than ranting about rights under retail legislation etc. Best tactic I've found is to ask the manufacturer if they offer a repair service as you're disappointed that it only lasted for so long but you're otherwise very happy with the item.

By no means guaranteed but worth a go.