• Report: #1027817

Complaint Review: NEW Extended Warranty for Sams Club

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  • Submitted: Tue, March 12, 2013
  • Updated: Thu, March 14, 2013

  • Reported By: K — Internet U.S.A.
NEW Extended Warranty for Sams Club
Sterling, Virginia United States of America

NEW Extended Warranty for Sams Club Warranty Logistics repair center for Sams Club Beware Extended Warranty Protects The Company not the Consumer Sterling, Virginia

*Author of original report: Contact from a N.E.W. Corp Rep

*Author of original report: MY Response from Tiger Direct Misty B2B Senior Account Manager

*UPDATE Employee: Company Response

*Author of original report: Warranty Logistics Tech Support Supervisor

*Author of original report: N.E.W. Customer Service Companies INC. Is the extended warranty sold at Sams Club

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On 3 different occasion's I sent my laptop in for repair 02/19/2012, 06/29/2012, and on 02/24/2013.

The 3rd time I was told by the rep at NEW Warranty center that I qualified for the "No Lemon policy" that they would notify the repair center not to repair but to just do a diagnosis.

Then I receive a e-mail that my hard drive is on back order?

So I called the NEW Warranty department to find out what was going on this all happened in a 2 day period I spoke to them about the No-Lemon Policy on March 09,2013 to receive the e-mail on the very same day after being told it would take 3 to 4 days to get the ok back from the insurance department that my parts were now on back order.

I was told I received a phone call, when I relayed that I had not then I was told I was left a message, and that I didn't receive either.

The claim was apparently denied on the basis they claim the laptop had only been in for 2 repairs? They now say they had changed the 2ND repair to a re-check so It doesn't count as a repair now. What is that?

From the very first time I sent in the laptop to the last time I sent it in I have been having the same issues with new ones after they sent it back to me.

This is now the second hard drive being replaced, I asked what about the other issues being over looked to be told once they found the bad hard drive that was the issue???

So again my lap top will be sent back with some of the same issues it was first sent in for not even being looked at that they caused. Like a CD/DVD drive I can't even use that they installed, "I didn't even have a problem with this prior to sending it in it's not even on the form until after they replaced it" USB ports that no longer work that did work prior to being sent in.

I have decided to file a report with the BBB, also the Attorney General Office in their, and my State.

I'm also considering consulting a Attorney as well.

One thing I'm sure they weren't counting on was me making a copy of the Laptop Repair Information Form I had to fill out, and send in with the computer which I did each time.

All I wanted was my money back or a new computer that worked without having to be sent in for repair every 6 months If they were unable to properly repair mine because this one has obvious issues they can't figure out what's causing it to keep going bad.

Good way to run out someones warranty I guess so they wouldn't even have to repair it in the end.

No More Extended Warranty's for me!! Oh one question is their solution to everyones problem to say you have a bad hard drive? is that all they know how to repair? Had to ask seems everything I have been reading everyone has a bad hard drive something to think about.

This report was posted on Ripoff Report on 03/12/2013 07:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/NEW-Extended-Warranty-for-Sams-Club/Sterling-Virginia-/NEW-Extended-Warranty-for-Sams-Club-Warranty-Logistics-repair-center-for-Sams-Club-Beware-1027817. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
4Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Contact from a N.E.W. Corp Rep

AUTHOR: K - ()

I received a call from Claude from the N.E.W. Corporate Office today.

I was very pleased with how he handled the issues.

He is trying to make good on this I'm so relieved.

Thank you Ropoff Reports I do believe some of these people are clueless only because the beginning people we are left to deal with keep them in the dark, and without your site I may have never of had this resolved.

I also thank N.E.W. warranty Corporate for monitoring these web sites to stay in touch.

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#2 Author of original report

MY Response from Tiger Direct Misty B2B Senior Account Manager

AUTHOR: K - (USA)

I have to say how  pleasantly pleased I was with the response I received from Misty a Tiger Direct  B2B Senior Account Manager.

I should have a replacement Laptop in about 3 days to check out.

She was a breath of fresh air to deal with through this whole ordeal.

Thank you Misty for the options you presented me with in laptop replacement.

I will be looking forward to receiving it.
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#3 UPDATE Employee

Company Response

AUTHOR: Laura - (USA)

Hello, we are with NEW and would like to help.  Please email us at help@newcorp.com with your name and phone number you used to register your claim and we will look into it for you. Thank you.
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#4 Author of original report

Warranty Logistics Tech Support Supervisor

AUTHOR: K - (USA)

I just finished speaking with a Warranty Logistics Tech Support Supervisor I'm told anyway Amanda Badge # 505119.

Now I'm just angry when I asked her what was going on with my Laptop she stated and I quote "We are looking for a replacement computer due to the amount of times yours has been in for repair, and the severity of repairs"

Then She continued to make it up as she went I felt tell me "The claim has been resubmitted for the no lemon claim for reconsideration".

Then she said "A part is on back order" OMG how utterly ludicrous is this???

Then I asked for a confirmation e-mail to what she was telling me guess what? she refused!!! Imagine that.
I have also on more than 6 occasions asked them to correct my telephone number it was never done this supervisor said she corrected it like the rest had lets see how that works out.

The excuse I'm getting now is the other services were overlooked due to a can you guess?  A incorrect phone number on file. Do the excuses for this company ever stop?

She said they notified the Warranty company N.E.W. of all the bad issues with this laptop and it more than meets the no lemon policy but they have the final say.

I found it odd how in 1 business day is someone able to call me back with my exchange options though if no decision had been made by the warranty department?

Just wanted to update I'm sure you can understand my frustration at this point.
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#5 Author of original report

N.E.W. Customer Service Companies INC. Is the extended warranty sold at Sams Club

AUTHOR: K - (USA)

I just wanted to clarify that N.E.W. Is the name of the Extended warranty Company sold at Sams Club.
Warranty Logistics INC. Is the repair center used.
Sorry when filling this out I had no Idea it was going to post like it did.
All the rest of the info is correct  I hope this may help someone from making the same mistake I did in buying this worthless Extended Warranty.
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