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The Points Guy believes that credit cards can transform lives, helping you leverage everyday spending for cash back or travel experiences that might otherwise be out of reach. That's why we publish a variety of editorial content and card comparisons: to help you find a great card to turn your goals into reality.
Our site may earn compensation when a customer clicks on a link, when an application is approved, or when an account is opened with our partners, and this may impact how or where these products appear. While we don't cover all available credit cards, our editorial team creates and maintains all of the analysis of these cards, and our content is not influenced nor subject to review by any credit card company, bank or partner prior to (or after) publication. Please view our advertising policy and product review methodology for more information.
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How American Express' extended warranty saved me $150 — and a huge headache
In addition to cruising, Ashley is obsessed with reading, lawn gnomes, pizza, cats, CrossFit, SEO and proper grammar.
February 7, 2024 • 7 min read
The cards we feature here are from partners who compensate us when you are approved through our site, and this may impact how or where these products appear. We don't cover all available credit cards, but our analysis, reviews, and opinions are entirely from our editorial team. Terms apply to the offers listed on this page. Please view our advertising policy and product review methodology for more information.Editorial disclaimer: Opinions expressed here are the author's alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.
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By commenting, you agree to our Community Guidelines to help create a positive space for conversation. The responses below are not provided or commissioned by the bank advertiser, our partners, or The Points Guy (“TPG”). They have not been reviewed, approved, or otherwise endorsed by any of these parties. All responses are submitted by individual contributors, and neither the bank advertiser, our partners, nor TPG are responsible for ensuring that all posts and/or questions are answered.
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Quick summary
The article recounts a personal experience using an extended warranty benefit to recover the cost of a broken electric toothbrush after the manufacturer's warranty expired.
The author initially sought help from the manufacturer, who declined assistance since the brush was out of warranty, but later offered a repair with conditions that were not appealing.
Instead, the author filed a claim through a card's extended warranty perk, which provided a fast and smooth reimbursement for the original purchase price.
The process required minimal documentation and resulted in a prompt account credit, allowing the purchase of a replacement item.
What to consider
Extended warranty benefits typically add one year to a manufacturer’s warranty of five years or less, with coverage limits per item and per year.
Eligibility, benefit levels and terms vary by card, so it’s important to review your card’s specific protections before making a claim.
Some offers or protections mentioned in the article may no longer be available.
What you'll miss from the article
A detailed walkthrough of the extended warranty claim process, including practical tips and potential pitfalls when seeking reimbursement for defective purchases.
Generated by AI with support from our editorial team.
Update: Some offers mentioned below are no longer available. View the current offers here.
I have an embarrassing admission to make: I spent $150 on a toothbrush. I had been pricing a couple out for a while, and when The Platinum Card® from American Express offered me 6% back on the purchase, I couldn’t resist the promise of Bluetooth capabilities and — perhaps the most alluring and unnecessary bit — colored lights to indicate when I was brushing too hard.
Looking back, perhaps it wasn’t the best decision I’ve ever made, given that the brush broke after less than three years, just four months outside of its two-year warranty.
This is a tale of how I leveraged American Express’ extended warranty perk to recoup the loss.
As I pulled up the app to show her some of the deals, I noticed one that stood out: 6% back on Oral-B purchases. It just so happened that the same brush my dentist recommended was part of the offer, so I bit the bullet (figuratively, of course, in case my dentist is reading this) and purchased it right then and there.
The receipt from the purchase of the original brush. ASHLEY KOSCIOLEK/THE POINTS GUY
Fast-forward two years and four months. I woke up and went to brush my teeth, as I normally do. When I turned the brush on, the brush head wasn’t working properly, and the entire apparatus was making an extra-loud vibrating sound.
After switching the brush head failed to fix the issue, I discovered that the handle’s magnetic component, which holds the brush head in place, had dislodged from the handle and was stuck inside the first brush head. I pulled it out with tweezers, put it back inside the handle and hoped it would solve the problem.
It didn’t.
What I did first
Since many companies tend to be the most responsive on Twitter, I sent a message to Oral-B, the brush’s manufacturer, showing them photos of what happened and a video of the noise the brush was making.
They responded the same day, asking for my receipt and some additional information. I provided it, and the following day, they denied my request for assistance because the brush was four months out of warranty.
Oral-B's denial of my request for help with my broken brush. ASHLEY KOSCIOLEK/THE POINTS GUY
Oral-B saying it will check to see if an exception can be made. ASHLEY KOSCIOLEK/THE POINTS GUY
I asked one more time if there was anything they could do and mentioned that I wouldn’t be spending that kind of money on another one of their toothbrushes if it was just going to break. They said they’d look into it, but I didn’t hear back for almost 24 hours.
What I did next
In the meantime, I remembered that Amex offers travel protection for trips booked with certain cards, and it made me wonder if there was some sort of protection for other purchases. Because I’m new to the cards game, I searched The Point Guy’s site and found that Amex offers an additional one-year extended warranty on many purchases.
When you purchase eligible items with your qualifying American Express card, Amex’s extended warranty provides one additional year of coverage equal to what’s offered by the manufacturer’s warranty, as long as the original warranty is five years or shorter. Coverage limits are $10,000 per item and $50,000 per coverage year.
*Eligibility and benefit levels vary by card. Terms, conditions and limitations apply. Visit americanexpress.com/benefitsguide for details. Policies are underwritten by AMEX Assurance Company.
I called and spoke with an agent over the phone, who took a report to initiate my claim. He told me the cost of the brush should be covered and asked how much I wanted to request. (Although he was able to pull up the charge by looking at my statements, the total amount included taxes and extra brush heads, so I requested $149.99, the pre-tax amount of the brush.)
He told me to expect an e-mail within 48 hours, asking me for additional information in order to complete the claim.
Two unexpected surprises
The next day, Oral-B replied on Twitter to say that it had changed its mind and “made a one-time exception ... as a gesture of goodwill.” However, instead of refunding me or completely replacing the brush at no cost, they offered to repair the broken brush. They said I’d have to pay for shipping, and there would be no new warranty.
Oral-B's reconsideration, offering to repair my broken toothbrush. ASHLEY KOSCIOLEK/THE POINTS GUY
Those terms weren’t acceptable to me, given that I’d be out even more money for a potentially faulty toothbrush.
I tried to decide whether I should take Oral-B up on its offer or continue with my claim through Amex. (After all, the idea behind an extended warranty is that it offers you the same warranty as the original one provided by the manufacturer. If I had fallen within Oral-B’s original warranty time frame, I would have gotten a full replacement, according to the terms.)
The e-mail attachment from American Express, telling me my claim had been approved and paid. ASHLEY KOSCIOLEK/THE POINTS GUY
As it turns out, I didn’t have to decide because, by the time I heard back from Oral-B, I already had a message waiting in my inbox from American Express, sent the day before (the same day I called), telling me that they had processed my claim and credited $149.99 — the cost of the brush — to my account.
Amex didn't ask for further documentation and when I checked, my account had already been credited. That means I was able to purchase a brand-new brush, which comes with another two-year warranty through Oral-B, plus another year of protection through American Express.
Bottom line
My new toothbrush, just before I opened it. ASHLEY KOSCIOLEK/THE POINTS GUY
I have never had such a smooth claims experience with anything — whether it be car insurance, travel insurance or broken luggage reimbursement. This process with Amex was easy and unbelievably fast.
I’m not sure why I didn’t have to provide additional information. Perhaps it was a fluke. Maybe it’s because it was such a small claim amount, or maybe it’s because the agent was able to immediately look up my receipt for the purchase.
Regardless, consider this your reminder to check on whether your card offers this type of protection and, if so, to use it for your next pricey purchase.
Comments
By commenting, you agree to our Community Guidelines to help create a positive space for conversation. The responses below are not provided or commissioned by the bank advertiser, our partners, or The Points Guy (“TPG”). They have not been reviewed, approved, or otherwise endorsed by any of these parties. All responses are submitted by individual contributors, and neither the bank advertiser, our partners, nor TPG are responsible for ensuring that all posts and/or questions are answered.
