Office Depot

FAQs

  1. 1.  What does a Performance Protection Plan (PPP) cover? Are there any hidden costs?
  2. 2.  What products are eligible for coverage?
  3. 3.  What types of plan options are available?
  4. 4.  When does plan coverage begin?
  5. 5.  What is Accidental Damage from Handling (ADH) Coverage?
  6. 6.  What is laptop battery coverage?
  7. 7.  How are Replacement Plans and Service Plans different?
  8. 8.  What if I have misplaced my Office Depot (store/.com) receipt?
  9. 9.  How do I determine if my product falls under the 'No Lemon' Policy?
  10. 10.  Are Performance Protection Plans transferable?
  11. 11.  When is a Contract number provided?
  12. 12.  Can a Performance Protection Plan be cancelled?
  13. 13.  What if the equipment is defective out of the box (DOA)?
  14. 14.  Where would I find my model number or my serial number on a product?
  15. 15.  I am having trouble registering my product or creating an account, what do I do?
  16. 16.  Why do you need my email address?
  17. 17.  Why do you need my contact phone number?
  18. 18.  How secure is my personal information?
  19. 19.  What browsers are supported?
  20. 20.  Why do I have to disable pop-up blockers and how do I disable them?
  21. 21.  Why do I have to enable cookies in my browser?
  22. 22.  I have a question not addressed above, how can I get help?

1. What does a Performance Protection Plan (PPP) cover? Are there any hidden costs?

A Performance Protection Plan provides for the repair or replacement of the covered product to normal operating condition after it has failed due to defects in material and workmanship including those due to normal wear and tear and power surge. Accidental Damage from Handling ('ADH') if ADH coverage has been purchased as part of a Premium Protection Plan is also covered. The plan holder never pays deductibles or hidden costs for covered failures. Please refer to the Plan Terms and Conditions for all details.


2. What products are eligible for coverage?

The program provides coverage for products such as: notebooks and desktop computers, peripherals such as printers and scanners, cameras, portable electronics, fax machines, shredders, monitors, flat panel TVs, consumer electronics, small appliances, office equipment, furniture, lighting, luggage and backpacks.


3. What types of plan options are available?

There are six types of Performance Protection Plans:
1) Standard Service Plans
2) Premium Service Plans
3) Standard Replacement Plans
4) Premium Replacement Plans
5) Furniture Service Plans
6) Furniture Replacement Plans


4. When does plan coverage begin?

• For All Furniture Plans: Your term commences on your date of purchase and continues for a period of two (2) years. Onsite coverage begins on your date of purchase; however, you may be required to return the product to the store to process your claim if your product experiences a breakdown during the first fifteen (15) days after your date of purchase. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.


• For Standard Replacement Plans: Your term commences on the date of product purchase and continues for the period indicated on your sales receipt. Except for power surge, technical support, and troubleshooting, which begin on your date of purchase, all other coverage begins upon expiration of the shortest portion of the manufacturer’s parts and labor warranties. The Plan is inclusive of the manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. After the manufacturer’s warranty expires, the Plan continues to provide some of the manufacturer’s benefits as well as certain additional benefits listed within the Plan’s terms and conditions. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.


• For Standard Electronics Service Plans: Your term commences on the date of product purchase and continues for the period indicated on your sales receipt. Except for power surge, technical support, and troubleshooting, which begin on your date of purchase, all other coverage begins upon expiration of the shortest portion of the manufacturer’s parts and labor warranties. The Plan is inclusive of the manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. After the manufacturer’s warranty expires, the Plan continues to provide some of the manufacturer’s benefits as well as certain additional benefits listed within the Plan’s terms and conditions. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.


• For Standard Computer/Laptop Service Plans: Your term commences on the date of product purchase and continues for the period indicated on your sales receipt. Except for power surge, technical support, and troubleshooting, which begin on your date of purchase, all other coverage begins upon expiration of the shortest portion of the manufacturer’s parts and labor warranties. The Plan is inclusive of the manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. After the manufacturer’s warranty expires, the Plan continues to provide some of the manufacturer’s benefits as well as certain additional benefits listed within the Plan’s terms and conditions. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.


• For Premium Plans: Your term commences on the date of product purchase and continues for a period of two (2) or three (3) years, as indicated on your sales receipt. Except for power surge, technical support, troubleshooting and coverage for ADH (on portable products), which begins on the date you purchase your covered product, all other coverage begins upon expiration of the shortest portion of the manufacturer’s parts and labor warranties. The Plan is inclusive of the manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. After the manufacturer’s warranty expires, the Plan continues to provide some of the manufacturer’s benefits as well as certain additional benefits listed within the Plan’s terms and conditions. In the event your product is being serviced by an authorized service center when the Plan expires, the term of the Plan will be extended until the covered repair has been completed.


5. What is Accidental Damage from Handling (ADH) Coverage?

ADH plans cover unintentional and accidental damage from handling as a result of normal and customary use of the product, such as drops, liquid spills and cracked screens that render the product inoperable. ADH coverage is only available for Premium Plan holders on the portable products if identified on your sales receipt.


6. What is laptop battery coverage?

For Premium Plans on Laptops, this will provide for a one time replacement of a laptop battery. You will qualify for a replacement of a laptop battery if the capacity of the battery to hold a charge has depleted fifty percent (50%) from its original specification after being fully charged. If the battery is found to be non-defective, it will be returned to you. If the replacement battery fails to operate properly within ninety (90) days of your receipt of the battery, we will replace it free of charge to you.


7. How are Replacement Plans and Service Plans different?

Replacement Plan

It is a Plan that covers the replacement of your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, surge protection (available from day one), internal heat, dust and humidity.  We also offer troubleshooting and technical support from day one. NOTE: If you purchased a Premium Plan, this Plan will also provide for coverage due to ADH (as defined above).


In the event of a failure, we will reimburse you for the original purchase price of the product, excluding taxes, in the form of an Office Depot gift card or check, as indicated on your sales receipt, at our discretion.


Under the terms of a Replacement Plan, you will be required to return the covered product and all accessories that came with the product in order to receive an Office Depot gift card or check.


How to file a REPLACEMENT claim:
1. Select the product you would like to file a claim on from the list under "Select Product for details" section on the left hand side of the page.
2. Once you have selected the correct product, click on the "File a Claim" link in the "Quick Links" section on the lower right hand side of the page.
3. Fill in the requested information on this page. When complete, select the "Start Service Request" button at the bottom of the page.
4. Follow the directions as they are presented until you receive confirmation that your service request has been submitted.


Service Plan

It is a Plan that covers parts and labor to repair your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, power surges, internal heat, dust and humidity. We also offer troubleshooting and technical support from day 1. NOTE:  If you purchased a Premium Plan, this Plan will also provide for coverage due to ADH (as defined above). In the event your product experiences a breakdown, we will schedule service either in your home, if this service is provided for by the manufacturer or we will provide you instructions on where to send your product for service.


How to file a SERVICE claim:
1. Click on the File a Claim link under Quick Links of any page. This will bring you to the Product List page.
2. A Request Service form will appear populated with your contact information. Edit if needed. Select Start Service Request.
3. Fill out fields required with details about your product.
4. Click on the Submit Button.


8. What if I have misplaced my Office Depot (store/.com) receipt?

If you no longer have your sales Office Depot (Store/.com) receipt, please contact customer care at 1-866-540-0013 and the Customer Service Representative will assist you.


9. How do I determine if my product falls under the 'No Lemon' Policy?

The No Lemon Policy refers to Service Plans. Replacement Plans by definition do not have service associated with them. If your product experiences a breakdown during the term of the Replacement Plan, subject to limitations and exclusions, the product is replaced not serviced.
After two (2) service repairs have been completed on an individual product and that product requires a third (3rd) repair, as determined by us, we will replace it, at our discretion, with a new or remanufactured product of like kind and quality that performs to the factory specifications of the original product or provide you with an Office Depot gift card or check, with a value equivalent to the original purchase price of the product as indicated on your sales receipt, excluding sales tax. This Plan shall be satisfied upon issuance of your Office Depot gift card or check. The Limit of Liability described below does not apply to repairs or replacement under the No Lemon Policy. (NOTE:  The No Lemon Policy is not applicable to breakdowns caused by unintentional and accidental damage from handling.) See your full terms and conditions for details.


10. Are Performance Protection Plans transferable?

The Performance Protection Plan can be transferred to a new owner at no charge by calling the Performance Protection Plan Care Center at 1-866-540-0013. Information provided by you must include the Plan number, date of transfer, new owner’s name, complete address and telephone number.


11. When is a Contract number provided?

Your Contract number is provided to you at point of sale printed on your receipt. A Performance Protection Plan brochure containing the contract number and registration instructions for your covered product is also provided at checkout.
For on-line and telephone purchases, you will receive an email confirmation containing a Performance Protection Plan Order Number, which serves as the Contract number. A letter with the Terms and Conditions of your coverage will arrive in the mail soon after your purchase.


12. Can a Performance Protection Plan be cancelled?

A Performance Protection Plan can be canceled at any time for any reason. Please refer to the Terms and Conditions for complete details.


13. What if the equipment is defective out of the box (DOA)?

Products that are defective out of the box (DOA) should be returned to Office Depot. Any problems relating to defective exchanges or returns that arise during Office Depot's 14-day return/exchange time period will be in accordance with Office Depot policies.


14. Where would I find my model number or my serial number on a product?

Many appliances have a model name and number on the front of the unit but this is not the number the manufacturers use. Your receipt may have the serial number of your product. The most common place to find the model and serial numbers is on the label of the box you purchased the product in. The model and serial numbers are also located on the product model number plate. The product Owner's Manual will tell you exactly where the product model number plate is located on your product. Most manufacturer model and serial numbers consist of a combination of letters and numbers. Some will also include dashes and dots.


It is important to take the exact model and serial number from the product model number plate on the product only. Identification numbers on sales receipts, shipping boxes and energy guide stickers usually contain partial model numbers. Do not use these sources to obtain your model number. Use and Care manuals are also not a good way to find your model number. These booklets are often produced to cover several different models and there is no way of identifying which model number is for your product.


See your full terms and conditions for details.


15. I am having trouble registering my product or creating an account, what do I do?

The process of creating an account is a requirement of the Performance Protection Plan Portal. Key elements are required for access; these elements include Name, address, primary telephone number and an email address. Please be sure to enter your email address correctly so your account can be created without any delays. If you continue to experience trouble, please contact customer care at 1-866-540-0013 and a Customer Service Representative will assist you.


16. Why do you need my email address?

We respect your privacy and value our relationship with you; we will not sell or share your email address with any third party companies. We may need your email address to contact you. One of the reasons for contacting you is that the system sends confirmation email when there are changes to your profile. In certain situations, we also provide support by email. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a Privacy Policy link.  Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


17. Why do you need my contact phone number?

We need a contact phone number in case we have a question about your account and need to contact you. You phone number will be held in accordance with our privacy policy. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a Privacy Policy link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


18. How secure is my personal information?

We take your privacy very seriously. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a Privacy Policy link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


19. What browsers are supported?

The site can be best viewed on the following browsers*:
1. Internet Explorer 9.x and above
2. Firefox 11.x and above
3. Apple Safari 5.x and above
4. Google Chrome
* The site can be viewed on the lower versions (IE 7.x, 8.x etc.). However, there may be some misalignments.

20. Why do I have to disable pop-up blockers and how do I disable them?

Most pop-up blocking software will not affect your Performance Protection Plan Portal experience. Some applications, however, will not let you open the pop-up windows we use for various functions on our site. You may need to adjust your pop-up blocker software settings to access such features or turn off your pop-up blocker software.
Click here for additional pop-up blocking help


21. Why do I have to enable cookies in my browser?

A cookie is a message given to a Web browser by a Web server. The browser stores the message in a text file. The message is sent back to the server each time the browser requests a page from the server. The main purpose of cookies is to assist in site navigation and possibly prepare customized Web pages. Cookies are only data, not programs. Cookies cannot erase or read information from your computer. Cookies do not act maliciously on computer systems. Since Cookies are simple text files that can be deleted at any time. We use Cookies as part of assisting you in the navigation of our site.


22. I have a question not addressed above, how can I get help?

Click Contact Us below and state your question and one of our helpful staff will reply to you promptly or call 1-866-540-0013 and a Customer Service Representative will assist you.


POP-UP Blocker Information

Most pop-up blocking software will not affect your Customer Care Portal experience. Some applications, however, will not let you open the pop-up windows we use for various functions on our site. You may need to adjust your pop-up blocker software settings to access such features or turn off your pop-up blocker software.


How do I know if my Pop-Up blocker may have blocked something from the website?

If you experience any difficulties using the Customer Care Portal try these measures first:

a. Press and hold the CTRL key while clicking a link that opens a pop-up on the website. This will override the Pop-Up Blocker just for that one click and allow any pop-up windows resulting from the click to appear. You will have to hold down the CTRL key before clicking the link every time you click on a link that is currently being blocked.

b. Windows XP users: Click the yellow warning bar at the top of the screen that indicates the pop-up was blocked.

c. You can also add the website to an 'allow list'. This will allow pop-ups for this specific website only, while continuing to block pop-ups for all other sites not on the list.

d. Check the instructions or Help section of your pop-up blocking software to learn how to change your settings.

e. Completely turn off the pop-up blocker.


If after trying the preceding measures, you are still experiencing difficulty, you may have to add the Customer Care Portal to the list of allowed sites and/or disable all pop-up blockers during your visit. There are many pop-up blockers available on the market. If you are using Microsoft XP with Service Pack 2, then your version of Internet Explorer is equipped with a built-in pop-up blocker. Many other browsers, such as Mozilla, Firefox, and Opera, also have built-in pop-up blockers.


You may also be using a toolbar, such as Google Toolbar or Yahoo Toolbar, which include built-in pop-up blocker capabilities. Details on the most common Pop Up blockers are below and a more comprehensive list is included in the User Manual.


After your visit to the Customer Care Portal is complete, please remember to turn your pop-up blocker back on.


Microsoft XP SP2/IE 6.0 SP2 or Newer

In order to access the Customer Care Portal, users who have the Microsoft XP SP2/IE 6.0 SP2 or newer browser will need to add the Customer Care Portal to their list of allowed sites. To add the Customer Care Portal to the list of allowed sites, please follow the steps below:


To keep your pop-up blocker on, but allow pop-ups for our website (recommended):

1. Open the browser and select Tools > Pop-up Blocker > Pop-up Blocker Settings

2. In text box labeled 'Address of Web Site to Allow', type https://www.productassist.com and press the Add button

3. Please Note: Continue to leave the default 'Filter Level' set to 'Medium: Block most automatic pop-ups'


To completely turn off your pop-up blocker:

1. Open the browser and select Tools > Pop-up Blocker > Turn Off Pop-up blocker


Firefox

To keep your pop-up blocker on, but allow pop-ups for our website (recommended):

A. If a pop-up has been blocked, a message will appear near the top of the browser window. By clicking the message, a pop-up menu will appear.

B. To allow pop-ups for our site will still blocking other sites, click on the first item in the menu: 'Allow pop-ups for https://www.productassist.com'

To completely turn off your pop-up blocker:

1. On the browser window: go to Tools

2. From the Tools Menu: Select Options

3. Click to uncheck the box to the left of 'Block Popup Windows' to turn off the Firefox pop-up blocker.

4. Click 'Allowed Sites' if you wish to add/remove a web site from the list of sites you want to allow pop-ups. Add https://www.productassist.com

5. Click 'Ok' to save your changes.


Google Toolbar

In order to access the Customer Care Portal, users who have the Google pop-up blocking software will need to temporarily disable pop-up blocking. To temporarily disable pop-up blocking, please follow the steps in one of the two options below:

1. Click the Blocked button on the Google Toolbar

Note: Once clicked, the blocking will be turned off and the button caption will read 'Site pop-ups allowed'

OR

2. Temporarily hide the Google toolbar by clicking View > Toolbars > and click on Google (which is already checked)


Yahoo Toolbar

In order to access the Customer Care Portal, users who have the Yahoo pop-up blocking software will need to temporarily disable pop-up blocking. To temporarily disable pop-up blocking, please follow the steps in one of the two options below:

1. Click the pop-up blocker icon, and un-check the 'Enable Pop-up Blocker' menu item

OR

2. Temporarily hide the Yahoo toolbar by clicking View > Toolbars > and click on Yahoo (which is already checked)