I purchased a coffee table, and three end tables, and a couch from Ashley Furniture and purchased a 5 year protection plan along with it, from Guardsman Furniture. All four of these end tables and coffee table were all part of a matching set from the same model series. I am now 2 1/2 years into my warranty period where this past week some nail polish remover caused damage to my coffee table. I correctly filed a complaint with Guardsman and the following week they arranged for a tech. to come out and look at the damage.
The tech. took a few pictures and briefly explained to me the process, telling me he'd probably have to take the coffee table to his shop in order to sand down the top of the coffee table, and then re-stain it. Of course none of this would happen until he submitted his paperwork to guardsman for approval, etc. etc. Michelle from Guardsman calls me a few days later to inform me that they were going to replace the entire coffee table with a brand new one from Ashley Furniture. [continued below]....
..... I didn't quite understand because it's not like there was any structual damage to the coffee table or anything of that nature.
I was told that I would receive a phone call by the end of the week letting me know when I'd be receiving my new coffee table. Well, instead of receiving a phone call letting me know when I'd receive it I received a voice mail explaining that my coffee table had been discontinued and to call them back to discuss other options. None of the options they gave me were acceptable because none of them would have my coffee table repaired and none of the options would put a new replacement table in my home without a considerable amount of money out of my own pocket in order to do so.
Guardsman, I DON"T need a replacement! Just send the tech back to my house and have him sand down the top portion of the table and re stain it! It's just the top of the table, not the entire thing! I asked Michelle from Guardsman why that couldn't be done and her responce to me was because the entire table might not be perfectly color matched if they did that. I tried to explain to her, that would be fine with me as it even states in there warranty brocure that colors might not always be a perfect match when fixing such a problem.
Her responce to me was, your welcome to keep your table, we'll send you a $65 dollar check and you can pay someone yourself to fix it, that is if you can find someone in your area in which to preform the repair and also at which point my remaining warranty would now be void on my coffee table. Are you kidding me! You need to fix it, it's not my job to hunt someone down to do your job for you. Guardsman, you need to fix this problem.