Consumer complaint received 2017-03-25
Company: JPMORGAN CHASE & CO.
State: GA
Product: Credit card
Issue: Other

Complaint:
I purchased a XXXX laptop on XX/XX/XXXX on the chase credit card ending in XXXX. On XX/XX/XXXX, I notice a small crack on the side of my laptop screen. At this point, the laptop is out of manufacture warranty, but still within the extended warranty provided by chase as part of the chase freedom card benefit. I contacted chase and was given a list of documentations I needed to provide for the claim. Because the list included a price quote for fixing it, I contacted XXXX, and they ran a remote check on my computer to conclude that there is no software issue ( the laptop is working fine as of now ), and gave me a quote for how much it costs to replace the screen, since the crack is a hardware issue. After submitting all the documents to chase ( claim # XXXX ), I received a letter by email on Fri XX/XX/XXXX stating " So that we may finish processing your claim, please provide us with the following : A copy of a diagnostic from an authorized service center stating what is wrong with the product and whether it is cost effective to repair it. '' I called chase back immediately to ask what do they consider " an authorized service center '', and was told, " You can take it to best buy, and if they charge you for the diagnostic test, we will reimburse you, just save the receipt ''. When I got to my local best buy, they told me they only do diagnostics test on software issues, not hardware issues, since they are not going to buy a touch screen from XXXX to fix my computer. I then called chase back with the information, and was told to go to another company in my area that fix computers, " because it needs to be looked at by a technician ''. I asked them for specific names but they said they do n't know, so I asked best buy and they told me to go to the XXXX across the street. There I had a technician looking at the laptop and gave a similar estimate ( main cost is for ordering the touch screen from XXXX ). I uploaded it to the claim website immediately, and called them to ask if that 's what they need. The representative confirmed that it was what they needed, and said I should just wait for a claim examiner to review it next week. I waited the entire week but never heard anything back. On Tue XX/XX/XXXX, I received a voicemail from a supervisor at the claims department saying they have received the newest upload and it will be processed in the next few days. Since the automatic reply stated that I would receive a response in 5 business days, I called chase back today, on XX/XX/XXXX, to inquire about my claim, since by yesterday it would have been 5 business days, but I have not heard anything back. The person I talked to is XXXX ( ID XXXX ). She said in order to proceed further with the claim, I need to send the laptop to XXXX for further inspection at my own cost, and then they would decide if it 's covered by the benefit. She further claimed that the claim examiner has called me on Fri XX/XX/XXXX and left a voicemail with such instruction. I said I had no record of such a voicemail, or even a missed phone call, from Fri XX/XX/XXXX, and requested that she puts the information in a letter and email to me, so I can have it in writing, because it sounds " fishy '' to me in that 1 ) They first asked me to go to an authorized service center to get a quote independent from XXXX quote ( which I did on XX/XX/XXXX ) ; 2 ) They also told me on XX/XX/XXXX when they sent me to best buy that if they charge me any fees to run the diagnostics, it would be reimbursed to me as long as I save the receipt ; and now they are telling me to send the laptop to XXXX for diagnostics at my own cost. So I wanted it in writing so I can take it to a third party to see if this is right. XXXX then refused to put this communication in writing. I challenged her that all past communications have been in writing, why is it that this important and fishy requirement can not be put in writing? XXXX simply said no.

Company response to consumer: Closed with explanation