FAQ
Frequently asked questions
Q:
Can you design programs that require service and operations outside of the U.S.?
A:
Yes. Our programs cover various countries across the globe, including many international locations considered to be challenging places to conduct business.
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Q:
Do you have any turnkey solutions that can be implemented quickly and easily?
A:
Absolutely! Please visit ProtectMePlans.com for a full suite of products for consumer electronics and appliances. The ProtectMe® program provides a total solution, including a technology platform to remove the headaches and hassles from the selling process so you can focus on your core business while increasing profits!
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Q:
As a manufacturer is my company protected legally?
A:
Our programs essentially allow a manufacturer to assign their obligations under the warranty to MobileMotive and our service/underwriter partners, who will then service and satisfy any customer service inquiries or claims pursuant to the terms and conditions of the limited warranty.
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Q:
How long will it be before my program is in place?
A:
Implementation times will vary based upon your specific needs and the terms of the program.
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Q:
I am a manufacturer. How will this save my company money?
A:
MobileMotive will work with you to develop and implement the program, as well as administer and service the warranty program during the term of coverage. You can eliminate the headcount and overhead required to operate and manage the warranty program, including, both customer service to handle claims that might arise and the capabilities necessary to diagnose, fix, repair or replace the device as necessary. MobileMotive, through our network of service partners, will handle everything covered by the terms of the warranty. Additionally, this approach allows you to eliminate the risks associated with spiking warranty claims, you merely pay a small per unit fee, and all of the costs and uncertainty are born by MobileMotive and our partners.
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Q:
I am a retailer. Will MobileMotive provide training for my employees on selling extended warranties?
A:
Yes. We will provide sales manuals, brochures, literature and other necessary training to assist you in selling the extended warranty/service plan and ensure the success of the program.
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Q:
How long will it take for a customer to get his device back?
A:
This will vary based on the device and the type of program.
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Q:
Do we pay you for the warranty or do you pay us for selling it?
A:
You will sell the warranty/plan and collect the money from the customer, then submit the fee owed to MobileMotive, along with the warranty information (including device and customer info) at predetermined intervals (i.e., weekly or monthly). You will only pay us when you make a sale to the customer. You will not have to purchase an “inventory” of policies; you only owe MobileMotive after you’ve collected money from the customer on the sale.
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Q:
Who handles warranty work?
A:
If the retailer (or manufacturer) has the service capability necessary, we can route the warranty repair work for a claim back through the retailer. We can also set the program up so customers return to the store or website to initiate a warranty claim and get service, giving our clients the added benefit of additional store or site traffic. Otherwise, we can set the program up so that MobileMotive and its partners will administer the program from start to finish after the point of sale, including all customer service, claims management and repair services.
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Q:
Will tracking be available to customers when they have sent their device in for repair?
A:
Yes. Customers will be able to log in to a web site to track their claim status.
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Q:
Does the customer pay anything (e.g, deductible) for the repair?
A:
With most warranty plans, no deductible will be necessary. The only time a deductible might be necessary is if the warranty includes coverage for claims arising from accidental damage from handling (ADH), i.e., drops, spills, etc.—in which case, only the ADH claims might require a small deductible per incident. The warranty could also be priced at a higher premium and avoid the deductible—however, a smaller up front premium, with a deductible only when an ADH claim arises is usually how these programs are set up.
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