EMaC Ltd Arvostelua 

I'm writing this review in the form of a blog. It will be updated as my claim progresses.
So the reason I have given this a one star so far is this.

Following the warranty claim process in my EMaC Platinum Warranty Booklet I took the vehicle to the main dealer where the car was purchased, Startin Peugeot of Redditch. I explained the nature of the fault so as per the process they could obtain an authorisation from EMaC to fix the fault. The fault is quite a basic and an obvious one. The flap on the Charge Port Flap on a Peugeot e2008 should spring open when you press the flap door edge. It doesn't and yes the car is unlocked.

The proposal made to me by Startin Peugeot was that I had to pay a sum of £168 for a diagnostics test to be performed in order for them to submit a report to EMaC. Upon review of the report, EMaC would either accept the findings which could be to reject the claim or issue an authorisation to repair. Startin Peugeot were not in a position to advise what the probability of success would be with my claim.

I don't believe there are any other warranty products out there where you have to pay up front to confirm the product you have purchased is faulty when it clearly is.

My was to call EMaC, the Administrator of my Agreement. The call is answered promptly by an automated prompt system where via various menus you make approximately 500 decisions. Where eventually you run out of options and get directed back to your main dealer, Startin Peugeot of Redditch.

My next step after starting this blog is to write to the Managing Director at the Administrator of my Agreement seeking information as to:

1. Why the Agreement doesn't clearly state that there is an upfront charge into entering into this process with the main dealer and the approximate value of this charge.

2. Based on previous warranty claims, whether they determine a faulty flap on the Charge Port to be a warranty repairable fault or where and tear and a non-warranty fault.

Update 1.
Submitted my Customer Complaint to the Director of Operation as to my concerns over being charged to commence their warranty process whilst not being part of their agreement to do so. An automated confirmation received a few minutes after sending email. Let see what happens next.

Update 2.

As per the reply by James, my wife confirmed with James she was authorising me to deal with the warranty claim. So far no confirmation from James it is being dealt with so will pop them a chaser email and try the phone system again.

Hello James, you don't seem to love me anymore. No flowers, calls or emails. Not even a response here. Anyway, I've just emailed Liam Finney to ask him to have someone respond to me. Having to spend £170 on a diagnostic machine to confirm the Charge Flap is not working problem seems to be a bit over the top don't you think? Especially as it is a known issue on the Peugeot e2008

Update 3
Well it was not a love letter I received from James but a nicely worded Dear John letter from Nile.

In short my complaint against EMaC was not upheld which didn't surprise me. EMaC quite rightly pointed out in:
Clause 10. "The cost of investigation work can only be authorised by You, and You will remain responsible for meeting that cost in the event that the repair is not covered by this Agreement."

I should have done a better job of AI reading the small print before agreeing to take out this extended cover. AI would have advised me to reach agreement with the dealership as to a maximum figure for any investigation work before signing up for the car and extended warranty. I'm now at their mercy and for a small job (and well known issue on Peugeots) it is £170 I don't feel a commonly known fault warrants this size fee.

Since EMaC or Startin won't advise me if they had previously settled such a claim then the risk of the investigation cost is all mine.

Conclusion.
You have to make your mind up yourself however I don't believe that the cover you get from EMaC or the support you get from Startin to make the claim make this product good value for money. This review will remain a one star as the product based purely on my experience!

Quick and professional

Friendly staff .. excellent service and good packages

He was polite and precise with the information I needed...

Great customer service. Kay, my advisor, was extremely knowledgable and able to resolve my problem immediately.

Excellent service, solved the problem very quickly and very efficient

I phoned EMAC due to having issues with Toyota giving me the wrong information regarding my service plan. As soon as I got through to an adviser and confirmed my details, I was on the verge of cancelling my plan, on explaining my difficulties with Toyota the agent immediately confirmed clearly what my plan entitled me to and that I did not need to pay a shortfall as I was Told I would have to by Toyota, which put me at ease straight away. A very good experience and would recommend this company.

Computer said “No” when I got my car serviced at Lexus Dundee…but 1 call to EMAC sorted it within 2 minutes. Great service, UK call centre and prompt response. Excellent.

Excellent service, I rang to cancel my service policy due to selling the car the person was very helpful and it all done in a few days including returning the money.

Wanted to change the registration, of the car I have on an EMaC service plan, to my private plate. No problem when I finally was put through to the correct department (see below)
However the automated service, when you first call EMaC, in order to be put through to the right person, leaves a lot to be desired!

Very efficient advisor today, in regards to a query, went above and beyond to explain. Well Done Emac.

Very bad service from EMAC, there is a fault with their automated system. Been trying to get through for the last hour with no luck of speaking to anyone. I have a punctured tired which my policy clearly covers. I see that you phone automated system has been out for more than 24 hours since I am now the second bad review! Fix it. Your customers have a right to speak to someone rather than always having to email, fill out a form or speak to an automated system. Not impressed!

Very disappointing experience trying to contact EMaC this morning.

There appears to be a fault with their automated telephone system whereby it does not recognise any of the menu options when selected, making it impossible to progress the call or speak to anyone.

I have tried multiple published EMaC telephone numbers and called from several different phones, with exactly the same result each time.

For an organisation whose business is administering customer service and maintenance plans on behalf of major vehicle manufacturers, having a telephone system that effectively prevents customers from contacting them is extremely poor.

I have now reported the issue and hope it is resolved urgently.

Called EMAC regarding a query they answered the call promptly and Amy was very helpful and efficient and dealt with the query without a problem. Amy said I would receive confirmation in the next 24 hours in which I did. Great to have a help centre that actually works! Many Thanks.

Terrible service , policy not recognised , pretty good at taking payment though but thats about it , only thing they provide is unnecessary stress when booking a service or mot

E Mac sorted my refund back with no problems will deal with again 👍

Toyota cancelled my wife’s service plan instead of mine.I got nowhere with Toyota but Joe at emac sorted everything out within a couple of days.

I had a problem with a Direct Debit . It was solved by the Advisor completely and I was given a verbal apology for the error I received the amended Direct Debit within 10 minutes of my conversation
Good service in dealing with this issue

A quick call to change my details. Handled quickly and efficiently, no issues.