Follow-up to SAR Guest Post

[JonathanStewart]

Following up from my guest post from yesterday (link below), where I tore pretty hard into New Leaf, Adorama's third-party warranty, I just got a call from the New Leaf CEO, Sean Higgs.  He was very apologetic for the bad experience I had, stressed that they were wrong to not just pay the claim outright from the beginning, and gave me his personal cellphone number should I have any problems with my replacement camera.  We also talked about the exculpatory terms and conditions (they don't have to pay for damages brought about by "external causes of any kind"), which give them an "out" to not pay any claim, at their discretion.  

 

While he said that the policies are designed to cover drops, spills and accidents of the sort I experienced (water leaking through a backpack), he agreed that the terms could potentially be interpreted broadly to exclude those types of damage (and anything else).  He promised to "review" them.   It was an interesting and hopefully fruitful telephone call if by my experience, they change their policies and/or terms and conditions so that others won't have to go through what I did.

 

 

 

http://www.sonyalpharumors.com/six-months-with-the-a7r2-to-hell-then-frozen-by-jonathan-stewart/

[VTC]

Be interested to know if there is a "refund premiums paid" clause / loophole / gimmick in the policy.

 

Had camera insurance once and instead of them coughing up to repair / replace camera they optioned their "small print" clause where they could refund the cost of the insurance ($150.00) at their option instead of honoring the claim. Great... used my premium $$$ for 2 years and didn't have to shell out $1700 for the repair, just refunded my money.

 

Better get the magnifying glass out and scan the policy to see if this surprise is lurking in the works.

[VTC]

Be interested to know if there is a "refund premiums paid" clause / loophole / gimmick in the policy.

 

Had camera insurance once and instead of them coughing up to repair / replace camera they optioned their "small print" clause where they could refund the cost of the insurance ($150.00) at their option instead of honoring the claim. Great... used my premium $$$ for 2 years and didn't have to shell out $1700 for the repair, just refunded my money.

 

Better get the magnifying glass out and scan the policy to see if this surprise is lurking in the works.

[Cuppa Joe]

I'm glad to hear you got some decent treatment. However, the fact that you needed to be a squeaky wheel to get that treatment (plus the fact that you're a professional and carry a certain notoriety that would get a response from the CEO) is a cautionary tale about this particular 3rd party warranty. Personally, I find it disqualifying this company as a smart purchase. I would never buy their product.

[JonathanStewart]

I've had several Square Trade warranties as well, either through B&H or ebay, and my experiences have always been much, much better. In fact, one of the terms of those warranties is if the camera isn't repaired within 5 business days (I think it was 5), they refund the cost of the warranty.  If it's not repaired within 10-12 business days, they refund the cost of the insured product.  Well, with Sony, parts availability is always an issue, so with just about everything I've sent in (a99, a77, lenses), they couldn't repair it within 5 days and I'd get a refund on the warranty cost.  On my a99, which I'd sent in for a scratched LCD, they couldn't get the part within 10-12 days, so they cut me a check for my original purchase price of the camera.  This was after 2 years!  Turned around and bought a used one on ebay for much cheaper and pocketed the difference.  With my wife's a77ii, also with a scratched LCD, instead of fixing it, they bought another one from B&H and had it shipped to me directly.  I sold it as new on ebay, along with her lenses, and got her into an a7ii.  So when I got the New Leaf, at half the price of the Square Trade warranty, I figured they'd have the same level of service. Nope. 

[HelenOster]

Delighted to see that New Leaf took care of you, Jonathan - although I was sorry to read that initially there were problems getting this resolved.

 

In case you ever need advice or after-sales support with any future order from Adorama Camera, you are always welcome to email me directly: Helen@adorama.com

 

Helen Oster

Adorama Camera Customer Service Ambassador
helen@adorama.com

[JonathanStewart]

Delighted to see that New Leaf took care of you, Jonathan - although I was sorry to read that initially there were problems getting this resolved.

 

In case you ever need advice or after-sales support with any future order from Adorama Camera, you are always welcome to email me directly: Helen@adorama.com

 

Helen Oster

Adorama Camera Customer Service Ambassador

helen@adorama.com

 

Thanks Helen. I've made a note of your email address, should I have any problems in the future (which I hope I don't). 

[Guest Peter Kelly]

It's good to see that a company has stepped up to the plate and that the issue is resolved for you, Jonathan.

 

As an aside, relating to something you said in your very first post of the previous thread, I'd like your interpretation of the Sony report.

That is, they mention checking the seals and the possibility of water ingress through the battery door.

Would you have any idea how such a thing might be affected if a battery grip was fitted, either Sony or third party?

 

Not only is this a little disconcerting, but I'm not sure how Sony might ascertain the situation. After all, I don't know of anyone who would return a body with the grip attached.

If using a grip gives rise to a potential problem I'll certainly make sure to take it off if the weather s unpredictable!