N.E.W. National Electronics Warranty Corporation
Cyber Test, Inc
Purchased an All-in-One Printer (AIN) from OfficeMax on 3/10/03 along with a 3 yr Warranty from National Electronics Warranty Corporation (N.E.W.). The OfficeMax sales person said the warranty covered home service repairs and if I had more than three repairs, I would receive a new unit or gift card with a value equivalent to the purchase price of my AIN.
I first contacted N.E.W. on 4/12/04 with scanner problems and they told me for faster service they would send me a box to ship my unit in for repair. They failed to inform me that I would not be receiving my printer back and the cartridges I left in my unit. Instead Cyber Test, Inc. ships me a defective refurbished unit without cartridges. I called N.E.W. requesting that I receive my unit and cartridges back but was informed that that is not how they operate. They tell me that receiving refurbished units is their common business practice and that I should have removed my cartridges before having it shipped. When I told them that the scanner still does not work they informed me that I have to deal with Cyber Test to resolve the issue.
To make a long story short, I received five units from Cyber Test and sent five back to them. During all the numerous phone calls with Josh, Damien, and Aaron, I was unable to get a unit that actually worked and I am out $180 in cartridges.
On the 5th go around I contacted N.E.W. and requested a new printer or gift card as stated in the No Lemon Policy. First they said that the repairs had to be for the same problem which I told her it had. Since I met that requirement, I was then told that my warranty was voided after receiving my first refurbished product; which I never wanted to begin with. She told me that she didn't know how I slipped through the cracks and received the other three refurbished printers.
At this point I decided to pack up my unit and take it back to OfficeMax where I purchased it. This was on 11/5/05 and the store manager, Glen was very helpful. He called N.E.W. and they told him that I would receive a brand new printer better than the one I bought within 3 to 5 business days. What I received was another refurbished unit from Cyber Test, also not working. I've since made several phone calls to Glen and I've been told that his district manager has agreed to a buy back, i.e., check or gift card in the mail. It has been 25 days and no check or gift card.
I am writing this in hopes that no one else will have to go through this and also to find any interested parties in forming a Class Action Suit against OfficeMax, MaxAssurance, N.E.W. or Cyber Test, Inc. Please respond to this submission and let's see what we can do to stop this warranty from being sold to others and to make ourselves whole.