• Report: #423284

Complaint Review: Sam's Club Extended Warrenty Service Team

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  • Submitted: Thu, February 12, 2009
  • Updated: Fri, July 30, 2010

  • Reported By:West Palm Beach Florida
Sam's Club Extended Warrenty Service Team
608 SW 8th Street Bentonville,, Arkansas U.S.A.

Sam's Club Extended Warrenty Service Team Poor Customer Service & Lies to Buy Time Bentonville, Arkansas

*UPDATE Employee: Comment rebuttal

*Consumer Suggestion: Don't buy service agreements

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On January 4th 2009 the 52" Plasma TV that I purchased at Sam's Club broke. I had purchased an extended warrenty with my tv purchase. The warrenty from the Manufacture expired 12/31/08 and the Sam's Club Extended picks up from that date. So I wait until monday morning to call the Extended Warrenty Center and file my Claim and was told that a local Lab corp for my tv would contact me to set an appointment to come out and fix the tv at my home. GReat!! Not really on Tuesday Jan 6th 2009 the I had an appointment set up thru the SAM's Club Extended warranty Center for 8-12am so I made arrangements to get someone to be home because I could not miss work.

Well 8Am rolls around no call so I call and the Lab Corp said they had no request from Sams Club Extended Warranty to repair my tv.GREAT! So I called back Sams Extended warranty Department and they finally said they could get someone out by 6pm that Tuesday night;-)! Well finally the Tech gets to my house around 5pm and brings in parts takes apart the tv and realizes he has the wronog parts for my TV. I was advised that he would have to go back to the shop an order the parts....it would take 7-10 business days for the part to in! So he had to write down the model, make serial numbers which I wondered why Sam Club Extended warranty company didnt give them this information already.

So I called directly to the Lab Tech office and was told that this was just a diagnostic test to see what was wrong. So I was ok I will wait so by the eighth day I call down to the Lab office to ask what the status was and the lady told me that it was on order. So I call Sams Club Ctr to complain of the no calls to inform me of the status of my repair and the run around I was getting from there choice lab tv repair company. I spoke with Amanda and she logged my complaint.

So still now sign or call on my status and it is Jan 23, 2009 and I call back to the Sams Extended Warranty company and the young lady called Lab Tv repair shop and was told that it took 2 weeks to research the part. So when I called them back on the 8th day it was on order now Sams Calls and it still hasnt been ordered and they have been researching it for 2 weeks. I call back the sams club extended warranty company and was told that the part request wasnt send in to them that now they were going to help find it.

Well Come February 2nd 2009 I call back Sams Club Explain how the service is not right I have been without a TV that I paid 1200 buck for and purchased and extended warranty with them to resolve the problem and after numberous phone calls no one can get it fixed. So they send a new tech out with the parts and They are the wrong parts that were ordered!! The Tech stated that the first Tech ordered the wrong parts and now he had to order the right one! It would be another 3-5 business days! Now I have been without a TV for a Complete month

At this point I want a refund or a new tv! So I called Sams Club extended warranty company they called lab asked what happen on the second trip out and now FROM THE SAM"S CLUB Extended warranty SUPERVISOR that if I didnt have the part in 3-5 business day and at the close of business 5pm on Feb6th 2009 they would put in a request to replace or refund my money. Great right WRONG!!

So Thurday Feb 5 2009 I have not calls on statues from either company so I call back SAMS CLUB EXTENDED WARRANTY COMPANY and Spoke with Paul explained the situation he said he noted all the items in my explaination and he was putting in a letter to replace or refund me my money,( money refund only if i didnt like the choice of the replacement tv Sams picks) fine finally I am getting somewhere!!WRONG AGAIN!!!!

I was advised by Paul the Sams CLub Extended Warranty Company Supervisor that I would be contacted by someone from Sams club Extended Warranty departement with a resolution no later than Wednesday Feb 4,2009 ok. WRONG AGAIN!!!! No one called me so Today THURSDAY FEBRUARY 12, 2009 I call the SAMS CLUB EXTENDED WARRANTY CTR. Get the Run around get transfered to NANCY Supervisor who basically said that they had located the PART and WILL SHIP 7-10 BUSINESS DAYS! I explained my situtation to no avail she made the insinuation with the comment" this is not a refund or replacement Policy"!!

Excuse me what I have been without a tv for 1 month 8 days and everything that I was told from Amanda, Lasha, Paul was basically a joke and I wasnt getting a new TV or a Refund because now they have located a part and the order was revoked and NO ONE FROM THE Service center bothered to call and give me that information! So I aske for a supervisor higher than her( Nancy) and she stated she would have to put in a request to have them call me in 1-2 business days! RIGHT! I wont hold my breath! So now I am still without a TV and no resolve as to when LAB will or the part will arrive or be fixed!

So I call back to get the SAMS CLUB CORPORATE Phone and Amanda at SAMS CLUB EXTENDED Warranty company tells me she can't give me that number she is not allowed but I could speak to NANCY THE SUPERVISOR and this is when NANCY Cant give me the number but I could submit a written letter! Great Freakin Great! STILL NO FIX TV THEY HAVE MY MONEY FOR THE EXTENDED WARRANTY and I BOUGHT A LEMON TV!!

Sam's club service agreement service lies
West Palm Beach, Florida
U.S.A.

Click here to read other Rip Off Reports on Sams Club

This report was posted on Ripoff Report on 02/12/2009 09:07 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sams-Club-Extended-Warrenty-Service-Team/Bentonville-Arkansas-72716/Sams-Club-Extended-Warrenty-Service-Team-Poor-Customer-Service-Lies-to-Buy-Time-Bentonv-423284. 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.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Comment rebuttal

AUTHOR: twj - (United States of America)

This is in response to the first rebuttal:

"...he will let you bring the tv back directly to them for refund or exchange. You dont need a service agreement for anything you buy at Sam's, they are 100% member satisfaction guaranteed. Even if an electronics item is a few years old, if there is no obvious consumer caused damage, they will take an item back. ...."

I speak as a current employee of Sam's Club for 1 year now. The above statements are no longer true as of around January 2010. There was too much abuse involving electronics returns - basically, people swapping up their TV/computer to a nicer model after a few years without a legitimate reason. The current policy states that you have 90 days to return your electronics items for a refund/exchange.
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#2 Consumer Suggestion

Don't buy service agreements

AUTHOR: Luvmez28 - (U.S.A.)

Long story short, it is a seperate company that Sam's uses to back it's products with these "service agreements". At least 50% of the time that company is unwilling to help, and you waste your money when you buy it. Contact your "home" Sam's Club and ask to speak directly with the club manager. Tell him your story, and how upset you are, and he will let you bring the tv back directly to them for refund or exchange. You dont need a service agreement for anything you buy at Sam's, they are 100% member satisfaction guaranteed. Even if an electronics item is a few years old, if there is no obvious consumer caused damage, they will take an item back. Sometimes it takes a little persistence(the longer its been), but in the end that club is going to try to make you happy.
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