Consumer complaint received 2016-04-27
Company: AMERICAN EXPRESS COMPANY
State: NY
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I put in for extended warranty coverage with my AMEX card. They forwarded this to their carrier XXXX. This claim is for an XXXX XXXX '' lap top computer purchased on XXXX/XXXX/11 in the amount of {$2400.00}. Also at this time I purchased the three year extended warranty for {$340.00} and the word program for this computer for {$140.00} at the XXXX XXXX in XXXX CT. This computer has had nothing but issues since day one. XXXX no longer makes this XXXX '' lap top. They do not make any XXXX '' lap tops for there were so many issues with them. I filed a claim last year for this computer however XXXX stepped up and tried to fix this computer once again. Breaking yet another time XXXX no longer fixes these computers. They gave me documentation showing many of the repairs on this computer, and a note stating they no longer make it due to numerous issues and they can not fix it for me again. I filed a new claim this year for the computer. I felt I had four years of coverage with XXXX so my AMEX would cover me for another four years. XXXX now tells me that is not the case. After trying to contact XXXX at the phone number they list on there email to me XXXX, NO ONE ANSWERS the line. I tried one day more then six times, no answer! I then finally got a message instructing me to leave a message and someone would call me back. I did leave my name and number, no call back! I called AMEX back on XXXX and spoke to XXXX. I explained to XXXX my situation. He put me on hold and he was going to connect me to XXXX to speak to someone. He got back on the line and was shocked, he too could not get an answer! He told me he was putting in a complaint to them regarding this. I then phoned AMEX back on XX/XX/XXXX and got a XXXX. He put me on hold for a very long time trying to call XXXX. He said if I could hold he would try to put me through to some one at XXXX. I told him to please have them call me at home. I did not get a call once again. In the meantime I had asked my broker at XXXX XXXX to call AMEX for me. One of my AMEX cards ( I have serveral cards with them ) is with XXXX XXXX. She tried calling XXXX as well, once again no answer ALL DAY!! She was shocked. She called AMEX directly and got transferred to XXXX and spoke with a XXXX. XXXX could not help her for she is not listed on my account. She just wanted to assure them that I am a good customer to AMEX and to XXXX XXXX and she felt my extended warranty should be honored. Her assistant tried calling XXXX as well, again no answer! I finally did get through to a women at XXXX XXXX on XX/XX/XXXX. After explaining my situation she agreed that this claim could go back to last years claim and if there is paper work from XXXX it would be covered. When I got home and pulled my paper work I phoned her back. I left a voice message for her to please call me to see what more she needed from me. I had submitted all the paper work from XXXX. Again, no call back. I phone yet once again AMEX. They put me through to XXXX. XXXX told me the notes claimed XXXX had called me that morning and left me a message. I was home all morning. I did go out in the afternoon. In checking my voice mail there was a message from her. I called back and now tells me her manager reviewed my case and now they will no longer pay this claim. I was told beings XXXX tried to fix the computer last year, they could not help me. After the terrible customer service at XXXX that alone I feel this claim should be paid. I purchased the extending warranty and I feel this computer should be covered. I ask that you look into this matter and help me in any way possible. Thank you.

Company response to consumer: Closed with explanation