If you have these clowns for your warranty service on appliances and something goes wrong make sure you have time to spend on the phone, xanax and the desire to fight, fight, fight...
Product: Samsung LCD 52" TV
problem: double image lower right quadrant
timeline: 34 days to resolution and replacement
Initial problem with TV reported on 2/11/11
technitian onsite 2/14/11 (reported a simple quick fix should take 30 min once part is in)
zero communication from service company for 2 weeks, I finally call and they report that the part is not comming in because FWSC decide to replace the unit 2 weeks ago
3/3/11 the adventure begins. I called FWSC was afforded no apology for lack of communication and was provided an offer worth less than 1/3rd of what I had paid for the tv 2 yrs ago or a replacement with crappy brand with less feature and pityfull reviews. This offer was declined and sent to review.
b/w 3/3 and 3/4 spoke with 4 different agents each with a differnt story on what happenned providing no solution.
3/7/11 on this day I get to speak to 8 different agents of these 3 are "supervisors" yet nobody can provide a last name, employee ID# or direct contact line... every call goes through the endless maze of holds and "explaining" the problem each time. chewing on glass had to be more fun than this. The review team declined inital offer and re-offered the same inital offer. This was declined for a second time. At this time I stop calling FWSC and start calling GE, the Owners of FWSC. By EOB I had an new offer for a model comparable to mine still costing 1/3 less than what I had paid for my TV, never the less they doubled the offer
3/8/11 after speaking to 3 additional agents at GE I accept the offer and try to schedule delivery.
As their parting gift they ship the TV via ground trasportation it takes a week to get it to NJ from Atlanta.
3/16/11 replacement unit received
sumary: FWSC will lowball you on your claim, do not accept initial offers, take detailed notes of calls, agent and times. 15 different agents in 3 days of calls
P.S. If you pay close attention to the accents the same agents anwer with different names, it's kinda fun to catch them in their own web, and thanks for nothing, Brian, Lisa, Max, Charles, Amy, Max, Alice, Joshua, Jason, Cindy, Valerie, Aila, Gabi, Jerry and Priscilla.