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Extend Replacement Program FAQ - Extra protection

40 09/28/2020

General Questions

What is an Extend Protection Plan?

The Extend Protection Plan begins when the manufacturer’s warranty ends and protects against mechanical or electrical breakdown, including those experienced during normal wear and tear as well as those caused by a direct result of a power surge. The plan does not cover accidental damage currently but may be added in the future.

 

What does Extend offer ?

Extend offers the option to purchase protection plans that go beyond our manufacturer’s warranty. From 1, 2 and 3 years.

 

What are the benefits of an Extend Protection Plan?

Extend provides you with peace of mind and financial protection beyond the standard warranty. Filing claims on protection plans is easy through Extend online portal or by calling their great customer experience team at 877-248-7707.

 

How many times can I use the Extend Protection Plan?

The Extend Protection Plan is a single replacement program that allows for a 1-time replacement of a like or comparable product should it become defective.

 

How does a customer purchase an Extend Protection Plan?

A protection plan can be purchased online in www.u-tec.com

 

What are the customer benefits of an Extend Protection Plan?

Extend provides peace of mind and financial protection should there be product failure after the OEM warranty expires. Extend is a reliable service that makes purchasing and filing claims on protection plans easy through an easy-to-use online portal and great customer experience team.

 

What products are covered? 

- Ultraloq U-Bolt

- Ultraloq U-Bolt Pro

- Ultraloq Lever

- Ultraloq UL3

- Ultraloq UL3 BT

- Ultraloq UL1

- Ultraloq Combo

- Ultraloq UL300

- Ultraloq Bridge

 

Claims Handling Questions

 

What does the customer need when they want to use their Extend Protection Plan?

 

When exercising the Extend Protection Plan through Extend’s Customer Care Team or in the Extend Customer Claims Portal, the customer will be required to provide their contract ID, email address, or another identifying piece of information.

 

How does the customer receive their contract ID?

Customers will receive an email after their purchase that contains their contract ID, warranty term length, coverage dates, and product name. If customers do not provide an email address at time of purchase, Extend will send the customer a Welcome Packet that includes a Cover Letter, Declaration Page (similar to the email), and terms and conditions via mail service. Please check your Spam or Junk folder.

 

If a product covered by Extend is replaced under the Manufacturer warranty, does the Extend plan cover the new product?

Yes, the replacement product will be covered. The original contract will be cancelled, and the customer will be issued a new contract ID for the replacement product in order for the Effective & Expiration Dates to align to the new product’s manufacturer warranty term.

 

What is the process to file a claim under an Extend Protection Plan?

Extend makes it easy to file a claim either through the call center or online. Below are the steps the customer will go through to get a replacement device.

Extend Claims Portal (https://customers.extend.com/) or via phone at 877-248-7707.

1. The customer provides a contract ID, email address, or another piece of identifying

information

2. Extend entitles (validates) contract coverage by ensuring:

a. The plan is active

b. The date is between the Effective & Expiration Dates

3c. The Customer answers a few Adjudication questions

d. That high-level troubleshooting steps are offered

i. Note that Extend is not designed to deny claims.

3. The customer will be issued a shipping label via email to return their defective device.

4. Once the product is shipped, the Customer receives an approval email with a link to

purchase a new device.

5. The customer will be prompted to buy an Extend Protection Plan on the new device

during the checkout process on your website.

 

If the Customer experiences any complications during the Claims process, what can

they do?

The Customer can contact the Extend Customer Care Team in the Extend Claims Portal

(https://customers.extend.com/) or via phone at 877-248-7707.

 

Extend Cancellation Questions

 

Can the Customer cancel their Extend Protection Plan?

Yes, the Customer can cancel their coverage at any time.

 

When the customer cancels their Extend plan, how much money do they get back?

If the customer cancels their Extend plan when the product is within 60 days of purchase, they will receive a full refund. If they cancel 60 days or more after purchase, they will receive a pro-rata refund.

 

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