Worry-free extended service plans
Choosing Gotham as your service plan administrator gives you and your customers an extra layer of service-plan attention for an expansive range of products.
If a customer needs repair for a covered product, their first step is to directly contact our partner, New Leaf ServicePro, at its toll-free number 855-879-6395, seven days a week, 24 hours a day. We have partnered with New Leaf because their people are dedicated to making the right repair decision — the first time.
On rare occasions, a complex problem persists. In those cases, notify Gotham and we will take the necessary steps to resolve the issue. You can trust us to take responsibility for ensuring that your customers are completely satisfied with their service experience. Our highly trained and dedicated support team our able to intervene and often resolve escalated issues. Gotham lets you concentrate on your core business, not service plan issues.
What our service plans cover
100% parts and labor coverage
- Each product is covered for 100% parts and labor for mechanical or electrical failures. If a product cannot be repaired or is more economical to replace, it will be replaced or the product purchase price will be reimbursed.
Power surge protection, no-lemon guarantee, and food loss protection
- If your major appliance is damaged as a result of a power surge during the term of your contract, the product will be covered for service.
- If the product has had three service repairs completed and a fourth repair is required within any 12-month period following the manufacturer’s warranty, the product will be replaced with a product of like kind and quality.
- If your refrigerator or freezer fails, causing food spoilage, we will reimburse food loss up to $200.
Fully insured, licensed and accredited
- New Leaf plans are underwritten by Fortegra Financial, which is rated A- (Excellent) by A.M. Best.
The Service Plans
FAQ for Retailers
1How long after I sell a product can I sell consumers an extended service plan?
With a one-year parts-and-labor manufacturer’s original warranty:
Up to nine months from date of purchase
With a 90-day labor warranty:
Within the first 30 days from date of purchase
All accidental policies, furniture, commercial add-on policies, and export policies covering the manufacturer’s warranty outside the U.S.:
At time of sale
2Does the service plan cover “refurbished” product?
Yes, there are separate sku’s and there must be a minimum 6 months parts-and-labor warranty from the manufacturer.
3If a customer buys an item at another store, may I sell them a service plan?
Yes. It doesn’t matter where a customer buys the item.
4My customer buys a service plan, then moves to another part of the country or outside of the U.S. Are they still covered?
Service plans go with the customer. They are good in other countries, but no longer have “on-site” or “in-home” provisions. International warranty-holders are reimbursed for claims because international servicers are not paid directly.
5If my customer transfers their product to another person, can they transfer their service plan as well?
Yes. A nominal charge of $25 allows them to transfer any remaining coverage to another person within 10 days of the product’s transfer.
6How does my customer register with New Leaf?
7Who services my customer’s products?
New Leaf has a nationwide network of factory-authorized service centers in the U.S. The customer provides the product brand, category, and their zip code. New Leaf will determine the servicer.
8My customer’s product needs service. What do they do?
9Do service plans cover products used commercially, such as in sports bars, board rooms, offices, etc.)?
If the product is being used in a commercial setting, a commercial service plan is required. Only products used in a single-family residence are covered by a standard service plan.
10What do I give my customer to verify they have purchased an extended service plan?
Two things: A store invoice and the New Leaf Service Pro package, which includes an activation code. Once your customer activates the warranty online, New Leaf will send them an email verification.
11How do customers acquire a replacement under the New Leaf Service Pro Replacement Program?
During the replacement period (the year following the expiration of the shortest portion of the manufacturer’s limited warranty), the customer needs to call the New Leaf toll-free number to receive a repair order number. They should bring the number and the defective product to you, their dealer, and redeem it for a product of equal features and functionality up to the original purchase price. If bringing the product to you is problematic, New Leaf may ask the customer to send the defective unit to New Leaf. The consumer pays shipping for the replacement product.
12If the product is replaced, will the new product be covered for the remainder of the service plan?
No, the contract is fulfilled upon product replacement. The customer has the option to purchase a new plan on their new product.
13How do I determine which New Leaf Service Pro card to sell to ensure that the customer’s product will be covered?
The correct contract is determined by the pretax total of the product, excluding freight or handling.
14When selling products on sale or discount, do I use the original selling price for determining the correct New Leaf Service Pro contract or the discounted price?
You can use the sale or discounted price to determine the card to sell. Should a replacement be required, it will never exceed the original purchase price regardless of the contract sold.
15How do I determine if my service plan is onsite or carry-in?
All major appliance, furniture, some lawn & garden and exercise equipment warranties are in-home.
Electronic warranties are carry-in, or the customer pays to send the unit to an authorized service center and New Leaf pays to return the repaired or replaced unit to the consumer.