I purchased a 3 year extended warranty on my Fujitsu Lifebook. I had not attempted to use the warranty until January 3rd when I attempted to call in a service request. I had a break from work at that time, so I had a few days to get it fixed. My expectations of how the warranty worked (what I was told when I purchased the warranty) were not fulfilled.
1. When I purchased the warranty I was told I would be mailed an overnight label to send the unit in for repair. That did not happen. I was on my own to send in the unit at considerable cost to use expedited shipping insured for the value.
2. When I purchased the warranty I was told that service turnaround is 2-3 business days. When I tried to send in the unit I was told the turn around is 5-10 business days depending upon wether the part is in stock. I was told they order parts from Japan.
3. It took 3 days to even arrange for warranty service because Fujitsu had not updated my warranty status even though I purchased the warranty a year and 1/2 ago. Luckily I had kept a copy of the contract and credit card charge. I had to track down my contract and email it in. The 1st number I called wanted me to fax in a copy, and they did not have internet access, (?) so I had to wait 3 days for Memphis to open to email it in, then call to check on it's status because it still wasn't updated in their system. It took me about 3 hours to get this settled. All at my expense and waste of time.
I have called in a total of 7 times. My calls aren't returned when they are promised, and no one was able to make the determination necessary to get repair.
At this point, I have no more time to send it in. My break has ended. I will have to bring it in to another repair place (not Fujitsu as they are not in my area) and pay for it myself out of pocket so I can get it back in a timely manner. The warranty is of no use to me, and I want my money refunded. I did not use the warranty and if I had known that this is how the service is, I would not have purchased it in the first place.
I was told that I used the warranty because it was purchased, but I was not able to use it, so that makes no sense. I did not use it.
I would not recommend this company for an extended warranty unless you have 3 weeks to wait for your computer to be returned. It was a complete waste of money. And they won't refund my money.