OfficeMax

FAQs

  1. 1.  What does the MaxAssurance Plan Cover?
  2. 2.  What is the MaxAssurance SKU?
  3. 3.  What products are eligible for coverage?
  4. 4.  What types of plan options are available?
  5. 5.  When does plan coverage begin?
  6. 6.  What is Accidental Damage from Handling (ADH) Coverage?
  7. 7.  How are Replacement Plans and Service Plans different?
  8. 8.  How do I know if I have a Replacement Plan or a Service Plan?
  9. 9.  I am having trouble registering my product or creating an account, what do I do?
  10. 10.  I do not see all my products, what can I do?
  11. 11.  How do I determine if my product falls under the 'No Lemon' Policy?
  12. 12.  Are Performance Protection Plans transferable?
  13. 13.  Can a Performance Protection Plan be cancelled?
  14. 14.  What if the equipment is defective out of the box (DOA)?
  15. 15.  Where would I find my model number or my serial number on a product?
  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 the MaxAssurance Plan Cover?

A MaxAssurance 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, Power Surge and Accidental Damage from Handling (ADH). 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 is the MaxAssurance SKU?

The MaxAssurance SKU /UPC are numerical indicators that inform our system which MaxAssurance plan you purchased and the benefits associated with your plan.


3. 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, office equipment and furniture.


4. What types of plan options are available?

There are three types of MaxAssurance Plans:
1. Service Plans
2. Replacement Plans
3. Furniture Replacement Plans


5. When does plan coverage begin?

For Furniture Plans:Coverage begins on the fifteenth (15th) day from your date of purchase, and continues for a period of three (3) years. In the event your product is being serviced by an authorized service center when the contract expires, the term of the contract will be extended until the covered repair has been completed. If you register this contract online at www.OfficeMax.com/warranty within ninety (90) days of your date of purchase, you will receive an additional fifteen (15) days of coverage, pursuant to the terms of this contract, at no additional charge. Note: Coverage is for breakdowns not concurrently covered under any other warranty or service contract; if your product is covered by a manufacturer’s warranty or service contract on the fifteenth (15th) day from your date of purchase, your term of coverage under this contract shall commence on such date, but we shall not be obligated to repair or replace your product unless your breakdown (i) is not covered by such manufacturer’s warranty or service contract; or (ii) occurs after the expiration of such warranty or service contract and prior to expiration of this contract.


For Replacement Plans (other than Cameras and Camcorders):With the exception of power surge protection, which starts on your date of purchase, coverage commences upon expiration of your product’s manufacturer’s labor warranty, and extends for a period of one (1) or two (2) years, as indicated on Your sales receipt. Note: If you register this contract online at www.OfficeMax.com/warranty within ninety (90) days of your date of purchase, You will receive an additional thirty (30) days of coverage, pursuant to the terms of this contract, at no additional charge.


For Electronics Service Plans (other than Cameras and Camcorders):With the exception of power surge protection, which starts on your date of purchase, coverage commences upon expiration of your product’s manufacturer’s labor warranty, and extends for a period of one (1), two (2) or three (3) years, as indicated on your sales receipt. In the event your product is being serviced by an authorized service center when the contract expires, the term of the contract will be extended until the covered repair has been completed. Note: If you register this contract online at www.OfficeMax.com/warranty within ninety (90) days of your date of purchase, you will receive an additional thirty (30) days of coverage, pursuant to the terms of this contract, at no additional charge.


For Cameras and Camcorders only:This contract becomes effective on the date of product purchase and continues for a period of two (2) or three (3) years. Except for power surge and coverage for accidental damage from handling, which begins on the date you purchase your covered product, coverage is effective upon expiration of the manufacturer’s labor warranty. In the event your product is being serviced by an authorized service center when the contract expires, the term of the contract will be extended until the covered repair has been completed. If you register this contract online at www.OfficeMax.com/warranty within ninety (90) days of your date of purchase, you will receive an additional thirty (30) days of coverage, pursuant to the terms of this contract, at no additional charge.


For Computer System and Laptop Plans:This contract becomes effective on the date of product purchase and continues for the period indicated on your sales receipt. Except for power surge and coverage for accidental damage from handling, which begins on the date you purchase your covered product, coverage is effective upon expiration of the manufacturer’s parts and labor warranties. In the event your product is being serviced by an authorized service center when the contract expires, the term of the contract will be extended until the covered repair has been completed. If you register this contract online at www.OfficeMax.com/warranty within ninety (90) days of your date of purchase, you will receive an additional thirty (30) days of coverage, pursuant to the terms of this contract, at no additional charge. Note: With the exception of surge protection, unintentional and accidental damage from handling, coverage is for breakdowns not concurrently covered under any other warranty or service contract; if your product is covered by a manufacturer’s warranty or other service contract on your date of purchase, your term of coverage under this contract shall commence on such date, but we shall not be obligated to repair or replace your product unless your breakdown (i) is not covered by such manufacturer’s warranty or other service contract; or (ii) occurs after the expiration of such warranty or service contract and prior to expiration of this contract.


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

Accidental Damage from Handling (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.


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, power surge protection (available from day one), internal heat, dust and humidity. In the event of a failure, we will reimburse you for the original purchase price of the product, including taxes, in the form of an OfficeMax 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 OfficeMax 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. 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. How do I know if I have a Replacement Plan or a Service Plan?

Every product has its own MaxAssurance, which falls under the category of Service Plan or Replacement Plan. In general, all products over $400 including furniture and computers are serviceable items, and products under $400 are replacement. This will also be indicated on your sales receipt. When you click on 'Service Request' tab, the portal will guide you down either the service or the replacement path depending on your type of product.


9. 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 MaxAssurance 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.


When registering a product be sure to have a copy of your receipt or online order invoice. Please enter the date you purchased the plan and the UPC or SKU from your receipt or order form. If you are having trouble locating your SKU number, refer to the highlighted fields in the sample receipt.


When entering the product price, be sure to enter the price you paid for the product less any discounts or promotions. If you continue to experience trouble, please contact customer care at 1-866-805-9095 and a Customer Care Representative will assist you.


10. I do not see all my products, what can I do?

If one or more of your products do not appear on the product list page, you may need to register them. On the Product List page, there are two 'Register a New Product' buttons, one at the top and one at the bottom of the page. Before you can register a new product, you will need to locate your receipt for critical product information. Enter all of the required fields using the information from the receipt and click on the 'submit' button to allow the system to complete product registration. Once the system registers your product, your Product List/Product Details page will be updated with your product and plan information

If you have more than one account, please check your other accounts, as the product list page only displays the products associated with each specific account.


11. 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 three (3) service repairs have been completed on an individual product and that product requires a fourth (4th) 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 OfficeMax gift card or check, with a value equivalent to the original purchase price of the product as indicated on your sales receipt, including sales tax. This Plan shall be satisfied upon issuance of your OfficeMax gift card or check. 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.


12. Are Performance Protection Plans transferable?

The MaxAssurance Plan can be transferred to a new owner at no charge by calling the MaxAssurance Care Center at 1-866-805-9095. Information provided by you must include the contract number, date of transfer, new owner’s name, complete address and telephone number.


13. Can a Performance Protection Plan be cancelled?

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


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

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


15. 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.


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. Your 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.


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 1-866-805-9095 and a Customer Care Representative will assist you.