BrandSource repair partner SquareTrade, a unit of Allstate, has reached out to Merchandising VP Chad Evans and his team with an update on its operations.
Karl Wiley, who was promoted this week from Chief Operating Officer to President/CEO of SquareTrade, reports that the Allstate Protection Plans brand is servicing customers “at a high level” and anticipates, at least presently, that it will continue to do so.
Specifically, call centers are answering over 95 percent of calls in less than 90 seconds; mail-in camera repair service has been fully restored; and in-home appliance and TV repairs are being provided whenever possible, he said, subject to shelter-in-place orders.
“Availability may be limited or delayed,” Wiley said of SquareTrade’s in-home repairs, “but we are doing our best to deliver service to whomever needs it.”
Overall, he noted, “Things have been relatively stable, and perhaps slightly improved.”
The new CEO added that his predecessor, SquareTrade co-founder Ahmed Khaishgi, has assumed a new, broader role with Allstate, but remains available to Wiley for support and advice.
Wiley’s complete letter is available in the BrandSource Backroom.