On October 9, 2000 I purchased a computer, monitor, and all-in-one printer/fax/copy/scanner from Comp USA of Freehold. My sales representative convinced me of the necessity in purchasing a Platinum 3yr plan for the cost of $469.99.
According to the sales representative, the plan would be crucial for someone in my position. I would be using the system in my business and it would be the only such system in the office.
In cases such as mine, the warranty would cover onsite repairs at no additional charge for parts or labor for the duration of the warranty. If the product could not be repaired on site, I could bring it directly to Comp USA for an immediate replacement. This would avoid the wait time for repair or replacement either through the manufacturer or Comp USA, and would be honored for the duration of the warranty.
The warranty was wrapped in plastic and my sales representative said he did not have an open copy available. I decided to purchase the warranty based on the information given to me.
Much to my dismay, the warranty was not at all what I had been told it would be.
After experiencing several difficulties with my all-in-one printer system, I requested on-site repair or replacement. I was informed that this was not covered under the terms of the warranty. To make a long story short, Bill Stevens finally agreed to replace the product, assuring me I could deal with him in the future, and he would take care of the warranty based on the terms
I was given verbally by the sales representative in the Freehold store. I was given 2 or 3 replacements of the same model, before an entirely new model was authorized. I certainly appreciate the effort Mr. Stevens put forth in the continuing saga of the defective printer systems.
However, once again warranty issues have arisen, and I am unable to locate Mr. Stevens for his help in the matter.
I am at a loss on what to do about it.
Furthermore, I saw a feature in a TV news magazine about this same practice of making verbal claims about an extended warranty that were not true. I wonder if there is a class-action lawsuit?
Red Bank, New Jersey