N.E.W.S (National Electronics Warranty Service) which offers it's services in the form of ext warranties through many companies including Sam's Club, has lost my faith in it's lack of accountability and customer focus. I had purchased an extended 3 year service plan (3yrs ago) beyond the MFG standard 1 year plan for my 50 inch flat screen in the event that my tv craps out. Fast forward to Jan 09, my tv bites the dust. I contacted n.e.w.s to enact my service plan and had high expectations that they would deliver. N.e.w.s contracts a local electronics repair shop to access the situation, which is completely acceptable. After a lengthy communication breakdown between the contractor and n.e.w.s, the contactor shows up twice during a long two & a half month period to fix the tv.
After numerous false starts, communication breakdowns and frustrated phone calls, The contratctor then advises n.e.w.s what part(s) need to be ordered, which are then mailed back to the contractor. Are you with me so far? Well wouldn't you know it? The part ordered isn't the problem, it's more serious and requires a complete replacement. We are now are the 3 month mark. The electronics contractor then tells me they will forward the information to n.e.ws. , and I should be hearing from them in the next few days about possible options. Two weeks later and numerous calls on my behalf, I am contacted by a claim rep to go over my options. We agree on a brand new replacment of my choosing to be fullfilled by a partnership with Tyger Direct (an electronics distributor that's in bed with n.e.w.s.) I am given an e.t.a of 10 days to receive my new set. March 31 (4 months)... no tv. I contact n.e.w.s yet again, and am told by a claim Supervisor that the claim rep that offered my replacement, no longer works for the company and no one has any info regarding the aforementioned replacement claim. I then proceed to ask the supervisor if my issue can be further escalated up the chain, and am led to believe that any further attempts will land on deaf ears. What I am given is empty gestures of Exec "first" names and ext numbers to people who may or may not exist. I was also advised that if I pursued the issue and requested to be transferred to one of these "Exec" ghost people , that they have no way of being contacted. WTF!!! I will never purchase an extended warranty through this company again, my sanity and piece of mind are far greater a priority then to be mind effed by n.e.ws. If my next tv breaks, I'll suck it up and buy a new one!
las vegas, Nevada