Extended Computer Protection - From AOL FAQs

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Extended Computer Protection - From AOL FAQs

Members who upgrade their account to any AOL Advantage Plan, with the exception of the $4.99 AOL Support Plus plan, will automatically receive up to $250-$1250 per year of Extended Computer Protection—from AOL to repair or replace your computer in case of hardware failure.[1] Coverage amount is based on your AOL Advantage Plan. This covers one personal PC, laptop or tablet. This protection plan also covers your monitor, keyboard and mouse.

With Extended Computer Protection – from AOL, we’ve made it easier for you to get your computer hardware issues resolved through a variety of repair options:

  • Remote In Repair: An experienced technician can automatically log in to your computer to help you troubleshoot issues so you can stay in the comfort of your own home.
  • In-Home Service Repair: A trained technician can come to troubleshoot issues on location for those who prefer in-person repair.
  • Mailing-In Repair: If you have a personal laptop or tablet, we will send you a pre-paid shipping label or box for you to mail in. Once we fix the issue, we’ll send it back to you.
  • Facility Repair: In certain locations, you may have to drive into an approved repair facility to get your personal PC fixed.

Additional assistance includes phone troubleshooting and support that is available 24/7, 365 days a year. The dedicated member representatives can troubleshoot issues and provide real-time scheduling if an appointment is necessary. Any required repairs are provided by experienced technicians. If we are unable to restore a hardware issue or if the extended computer protection amount does not cover the entire repair, we’ll either offer you a replacement product or send you a check for up to $250-$1250 per year of extended computer protection [1] to put towards the purchase of a new computer or the cost of repair elsewhere.

To begin, simply visit mybenefits.aol.com and select the File A Claim link to obtain the toll-free number to speak with a dedicated member representative. An experienced member representative will troubleshoot your issue to ensure it is a hardware issue and will work with you to find the best solution to get your issue resolved. If it is not a hardware issue, we also provide general software repair and will transfer you to the appropriate professional to get your issue resolved.

For all devices, coverage is provided for failures due to mechanical or electrical breakdowns of the product caused by defects in workmanship and/or materials including those due to normal wear and tear. This program also includes power surge protection. For laptops and tablets only, members receive accidental damage from handling (ADH) coverage. There is no deductible for any repair or replacement provided as part of this program.

The amount of coverage will be tied to your AOL Advantage Plan. You will receive 100% parts and labor coverage up to a per claim limit of up to $250-$1250, depending on the amount of coverage that comes along with your AOL Advantage Plan.

Any required repairs are provided by experienced technicians that have been pre-screened to ensure members are receiving the best service possible. Prepaid shipping or in house service is provided for all laptops and desktops.

FAQs

Please visit our full set of FAQs that include things like expected service time for repair, how to manage your claim and much more.


[1] Coverage amount is based on your AOL Advantage Plan. Limitations and exclusions apply.



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Last updated: 03-26-2012
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