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FAQ

How does the Matrix Consumer Electronics Protection Plan work?

For one small monthly fee, the Matrix Electronics Protection Plan covers ALL of your eligible consumer electronics for mechanical and electrical failures that occur during normal use. The plan covers those repairs necessary to return your product to its intended functionality under normal operation.

How do I begin?

Once you enroll, you’ll need to register your eligible products. Eligible products include ones that you’ve purchased in the last 3 years which must be registered within 30 days of your Matrix Consumer Electronics Protection Plan activation date. And all future purchases which must be registered within 30 days of their purchase date. Be sure to keep all of your receipts.

What happens if I need service?

Call 1-855-500-6287 when a registered product requires repair. We have a network of more than 10,000 service repair centers available and ready to fix your problem. If the repair costs associated with your product exceed the price you paid for it — or if it can’t be repaired because parts are no longer available or the price of repair is too high — you may receive payment of up to the eligible product’s original purchase price (excluding sales tax) to replace it.

What is the difference between the Matrix Consumer Electronics Protection Plan and the service plans offered by most retailers?

A retailer’s plan is expensive and covers only ONE newly purchased product with a limited term. Retailers typically sell you a new plan for each consumer electronics product you purchase. Retailer plans often exceed 20% of the purchase price of each product.

The Matrix Consumer Electronics Protection Plan is inexpensive and like your homeowner’s policy, one price covers ALL your eligible products regardless of the number of registered eligible products. With Matrix, whenever you purchase a new product, you can simply add it to your existing coverage at no additional cost.

When does Matrix Electronics Protection Plan coverage start?

The Plan term starts on the date of enrollment via the registration process. Products are eligible for coverage on the 31st day following the plan term start date. Newly purchased products must be enrolled in the Matrix Consumer Electronics Protection Plan within 30 days of the product’s original date of purchase and are eligible for coverage at the expiration of the manufacturer’s original warranty.

How long are my products covered?

Your coverage will never end as long as you continue paying the low fixed monthly fee.

Why do I need a Matrix Consumer Electronics Protection Plan?

Electronic repairs, even minor, can be very expensive. The Matrix Consumer Electronics Protection Plan protects you from incurring unexpected repair or replacement costs if your registered product breaks down during the coverage period as a result of normal wear and tear. There’s the convenience of just one phone number to call to have your registered product diagnosed, repaired, replaced or refunded. And this is all covered under one low monthly fee.

What electronics are covered?

Thousands of eligible products can be covered under the Matrix Consumer Electronics Protection Plan.

Below is a broad list of eligible products:
Alarm Clocks, Blenders, Cameras and Camcorders, Desktop Computers, Laptop Computers, Tablets, Home Audio Components, Home Speakers, Home Theater in a Box, Home Video Products, Kitchen, MP3 Players, Portable Electronics, Cell Phones, Smartphones, Radar Detectors, Boom Boxes, TVs, Vacuum Cleaners.

In order to be eligible for a Plan, the following criteria must be met:

For product purchased in the last 3 years:

  • All products must have been purchased within the last 36 months from the date of the plan purchase.
  • The manufacturer’s original or factory-refurbished warranty must provide at least 90 days parts and labor coverage.
  • Eligible products must be used in a single family dwelling. Coverage only applies to products used non-commercially.
  • Eligible products must be registered within 30 days of initial plan activation.
  • Eligible products must be in good, working order at time of registration.
  • Customer must be able to provide a valid, readable sales receipt at time of claim for each registered product showing the product’s original date of purchase and the individual sales price paid per product.

For newly purchased products:

  • Eligible products must be registered within 30 days of purchase.
  • The manufacturer’s original or factory-refurbished warranty must provide at least 90 days parts and labor coverage.
  • Eligible products must be used in a single family dwelling. Coverage only applies to products used non-commercially.
  • Eligible products must be in good, working order at time of registration.
  • Customer must be able to provide a valid, readable sales receipt at time of claim for each registered product showing the product’s original date of purchase and the individual sales price paid per product.
Is there coverage for accidental damage like dropping my phone and cracking the screen or dropping into a sink full of water?

Yes, you can purchase Accidental Damage protection under the Consumer Electronics plan for the following devices: laptop computers, tablets and smart phones. The cost is $6 per month and covers two products.

Are there any other additional benefits?

Yes, included at no additional cost to you, your Consumer Electronics Protection plan comes the added benefit of the Matrix Personal Assistant. Your Matrix Personal Assistant is available 24 hours a day, 7 days a week. Use it as much as you wish and for whatever you need from travel arrangements and restaurant reservations, to traffic conditions and emergency assistance … you name it, your personal assistant will do it. Anything. Anytime. Anywhere. This no-cost feature is available to you by app, phone, email, text and online.

Is there a deductible?

Yes, the deductible for the base Consumer Electronics plan is $25 per claim. The deductible for Accidental Damage is $100.

Is the Matrix Consumer Electronics Protection Plan insured?

Yes, the Matrix Electronics Protection Plan is fully insured by an A.M. Best A-rated insurance company.

Do I need to register my products to get coverage?

Newly purchased products must be registered within 30 days of the product’s original date of purchase. Eligible products purchased within 36 months prior to enrolling for the Matrix Consumer Electronics Protection Plan must be registered within 30 days of plan activation.

Can I cancel my plan?

Yes, you may cancel your plan for any reason at any time. To cancel, simply call 1-855-500 6287 or log in to your user account.

How many eligible products can I have covered under an Matrix Consumer Electronics Protection Plan?

There is no limit to the number of eligible products that you can register and cover under the Matrix Consumer Electronics Protection Plan.

Do I need to keep my receipts?

Yes, you must keep all your receipts. You may be required to provide a copy of your retail purchase receipt for the covered product when requesting repair service for that particular product.

Does it matter where I buy something?

The Matrix Consumer Electronics Protection Plan covers any brand from any retailer.

What types of repairs are covered?

The Matrix Consumer Electronics Protection Plan covers mechanical and electrical failures that would normally be covered by the original manufacturer’s written warranty, unless otherwise stated in the Exclusions from Coverage section in the Terms & Conditions. Accessories and/or add-on options purchased separately and not essential to the basic function of the covered product are not eligible for coverage. If the repair costs associated with your product exceed the price you paid for it — or if it can’t be repaired because parts are no longer available or the price of repair is too high — you may receive payment of up to the eligible product’s original purchase price (excluding sales tax) to replace it.

Who performs the repair service if something breaks?

When repairing your eligible product, only authorized service repair professionals are used. The Matrix Consumer Electronics Protection Plan provides you with the same type of service that you would get from the manufacturer or retailer of your product. There is a network of more than10, 000 service repair centers to help fix your problem.

How do I file a repair service request if something breaks?

To file a service request, call 1-855-500-6287 to request service on any one of your eligible products. You may be required to provide a copy of your original purchase receipt when requesting a repair.

What is the Matrix Personal Assistant?

Your Matrix Consumer Electronics Protection Plan comes with the added benefit of the Matrix Personal Assistant at no cost to you! Your Matrix Personal Assistant is available 24 hours a day, 7 days a week. Use it as much as you wish and for whatever you need from travel arrangements and restaurant reservations, to traffic conditions and emergency assistance … you name it, your personal assistant will do it. Anything. Anytime. Anywhere. This no-cost feature is available to you by app, phone, email, text and online.