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Costco review: difficulty dealing with costco concierge service 18

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8:17 pm EST
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Struggling to inform anyone at Costco re my experience with the 'Costco Concierge Service'.
My 55" Samsung TV purchased Jan 2016 began to display a ‘Red Screen' around mid summer 2017.
There doesn't appear to be anyone person you can hook-up with that will be responsible for having your electronic purchase repaired. The 2 year Costco Concierge Service just is not worth the paper it is written on. with all the Costco Concierge Service folks it is like pushing a piece of string several times. totally unacceptable. And if the Extended warranty is similarly run, well G help me.

I initially contacted my local Costco ‘Torrance CA' because of the age they could not help.
Called my Square extended warranty 10/4/17 went thru the self check process, then realized the TV was under 2 years old. (Scott Case # 8996907)
So on to the Costco Concierge Service located in Miami!
Now the frustration starts:
11/2/17 a long wait at 12:00 noon to contacted Lizett, Case # [protected]
Went thru the self diagnosis Lizett to call back—— did not happen.
11/3/17 another long wait at 12:00 noon called Tina ran thru the same self check - could not get thru to Dispatch instructed to call back for Dispatch at 6:00am Monday!
Fortunately TV still works just a red screen at start-up and when switching from WiFi back to cable.
11/6/17 Tried again 6:00am Natasha ran thru the self check (messed up settings etc again) and No Joy could not get thru to Service Dispatch! no call-back!
Last ditch attempt 11/7/17 called back at 6:35am Alysia who finally got thru to Service Dispatch -
Julie Byrd provided new #[protected] and her totally useless ex 79032. (no voice mail etc totally does not work)
Julie went thru the Self Diagnosis one more time! Then requested photos of the various self check screens. So had to repeat AGAIN the self Diagnosis and send via an e-mail then Julie would assign a Tech.There's finally hope..
No contact 11/9/17. So called again, no response at Julie's ext. 36mins calling basic # and contacted Kristina (sits next to Julie) reviewed issue, reassigned to the Tech assignment dept - "I will be contacted to arrange a day and time"
11/14/17 Surprise Surprise No word from 'Tech assignment dept'…. So 7:30am call Service Dispatch luckily got Kristina. Upon checking her status notes Tech had had not arranged to fix TV because of a further question! Turns out the answer was already in Kristina notes to the Tech. So now Kristina has assigned the job of fixing the TV to the Techs at ‘ITA' who now again have the assignment of contacting me.
More to come I'm sure.

For sure me favorite local store has lost my business for any Electrical purchase in the future that I can't afford just to discard if it breaks.
At least with the Best buy Geek Squad I can talk direct with the Service manager and get that person to manage the issue for me. vs the complete Costco Concierge Service run around and around.

FYI a Loyal Costco Customer. You really need to have someone look into how you are managing this "Costco Concierge Service '

P.S. One last thought, All the people I talked to appeared to be genuine and as helpful as your poor process allowed them to be.

18 comments
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Shaun R.
US
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Nov 14, 2017 8:41 pm EST

Costco is great for some things. Their two year warranty is worthless.

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Opi Edi
Duluth, US
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Dec 31, 2020 9:19 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Replying to comment of Shaun R.

'Costco Concierge Service' is just a marketing gimmick and a totally useless service that just wastes your time and energy.  
Our TV stopped working after 1 year but months before the 2 year warranty period under Costco. 
After waiting for hours several times on music on hold, we finally got hold of the rep, and then their warranty department.  They sent an email for us to take pictures and email them, called two weeks later and they had not yet reviewed the pictures.  Then they requested to re-email higher resolution pictures, promising that they will send a Tech with the right parts etc. to fix the TV.
After more than a month they now say that they reviewed the pictures and determined it to be a 'non manufacturing defect' - totally BS. 
Please dont waste your time buying electronics and appliances at Costco and their extended warranty fraud.  

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Ayrshire99
GB
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Mar 21, 2018 1:31 am EDT

It is just as bad in the UK! I will never buy another electrical product from Costco.

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Ryan Gregory
US
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Jul 07, 2019 4:19 pm EDT

I had the worst experience with a Costco concierge agent. Very rude and poor listening skills.

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EWMoore
US
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Nov 15, 2019 3:33 pm EST

Will never again purchase a major appliance with Costco. Their so-called Concierge experience is a sham. Spent over 45 minutes just trying to connect with a rep and then it took over 45 minutes going over the information that already was on the Order form and making joint call to LG to set up an appointment. Over hour and half in just setting up an appointment to service a problem of a 1 yr old refrigerator . In future I will only purchase appliances from a local store or Best Buy.

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ninabobina
US
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Nov 20, 2019 8:14 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I purchased a $5000 TV on my Costco Citicard, which included extended warranties and Concierge service. I would have been better off paying a higher premium for the product with a more reputable retailer that specializes in electronics.

The TV broke -- dark spots all over the UHD screen. I should probably blame Samsung for that. But Costco arranges to have it fixed. Repair guys replace a bunch of parts. Great.

Three months later, the screen is PEELING OFF of the television. Two repair guys evaluated the issue and agreed it couldn't be fixed. They even reported that back to Costco. No joke.

You know what is a joke? Costco Concierge. They demand we try to repair anyway (mind you, this TV has already been repaired once). It takes six weeks to send busted replacement parts. So now we're waiting again for new replacement parts (hopefully not busted). The TV has been sitting on our wall literally peeled open and exposed to dust, debris, and dander for two months. And the answer is to just tape a new screen on?

So let me get this straight, Costco -- your solution to this $5000 television is to re-apply some double-sided tape and press? Hold on -- I have some double-sided tape that I bought FROM COSTCO. Why don't I just fix the TV myself? It would be faster!

The most disappointing part of all this? Costco's service sucks, and I've always been such a huge fan. But there's zero sense of urgency or even human decency. Make this right, Costco. Stand behind the products you bring into the warehouse, and the warranties and service you sell.

In the meantime -- to all you consumers -- walk right past the gleaming displays of gorgeous electronic devices and head straight to the cheese samples in the refrigerated foods section.

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Daviddddd
US
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Feb 28, 2021 10:32 pm EST

1h on the line in hold until they answer and when the guy answered I felt in his voice he did not want to talk and he just hang up the call! unbelievable how unprofessional!

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WmRB
Kailua Kona, HI, US
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Sep 17, 2021 10:38 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I too have been trying to call after 2 weeks and have been getting no comeback except " leave message and we'll get back to you." Terrible customer service!

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CathyT
Lakewood, US
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Oct 14, 2021 11:01 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

BEWARE! COSTCO DOES NOT STAND BEHIND THEIR TWO PLUS TWO EXTENDED WARRANTY
I purchased a GE Dishwasher from Costco in January 2020, and started having problems in August 2021. I called Costco Concierge for the Extended Two Plus Two Warranty and arranged for a GE tech to come out. This has turned into a 2 1/2 month headache with no end in sight still.
GE techs have come out FIVE times, and the problem is still not resolved. We have now been without a working dishwasher for ten weeks.
For those thinking of purchasing a Costco appliance because of the backing of Costco, think again. Their extended warranty is more of a sales gimmick, evidently, with no real action or follow-through when it's needed.

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Pat18
London, CA
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Jan 15, 2022 7:03 am EST

Worst service I have ever dealt with and poor customer service. They promised that my laptop would be fixed in 5 business days and it's been 3 weeks and they are saying it might be another 2 weeks. The customer service agents just want to rush customers off the phone. I was told it was under repair, then it was fixed and they were waiting on a tracking number, and now it's back being repaired. Costco concierge service is horrible. Do not buy electronics from there.

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Jeff Li
US
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Jun 29, 2022 12:09 pm EDT
Replying to comment of Pat18

I'm going through the same as we speak. I thought the 2nd year manufacturer warranty the offer would be the same as Apple's 1 year. Very misleading. I cannot find a good place to publicly complain where Costco will see this.

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Cori Sampson
US
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May 26, 2022 6:00 pm EDT

Spent 7 hours on the phone got nothing accomplished even had a supervisor said they would call me back and nothing This is the worse experience I have had with Costco every time I would call back they would make me repeat the steps the previous customer service rep had me do. It is crazy Costco get some better customer service reps and stand by your extended warrantee

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Jeff Li
US
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Jun 29, 2022 12:11 pm EDT

I am going thru this as we speak. I thought the 2nd year manufacturer warranty was the same as what apple offers. Very misleading. I am trying to fin another place, other than here, to complain so Costco see's it.

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Jdgmint
US
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Jul 09, 2022 4:08 pm EDT

I have called tech support numerous times. One word. WORTHLESS!

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SriniMI
Detroit, US
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Aug 09, 2022 8:59 pm EDT

The Costco Concierge Service is a scam by Costco. I could not talk to a real person. It always says longer than usual wait times, started with 5 mins wait, then the automatic voice says 5 to 10 min wait, then after 10 minutes it said greater than 10 minute wait. I hung up. Previous attempts I waited for more than 1 hour and still couldn't get someone to talk. May be they have just 1 person handling all the calls. Don't buy large appliances from COSTCO. They are good for anything that fits in your car/SUV that you can return at the warehouse.

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Wahaken Teach Vanoyan
Auberry, Ca.93602, US
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Aug 26, 2022 10:29 pm EDT

I GAVE MONEY TO COSTCO TO GET FRUSTRATED AND WASTE MY TIME NEVER AGAIN.

BOUGHT PIECES OF JUNK WITH DECEPTIVE PROMISES AND ADVERTISING.

I purchased Hisense 50" tv in January 2021 was working well until today August 2022 top and bottom of the screen became black and people looked short and fat. I spent three days searching on the internet for a solution. I called Costco concierge for tech support after waiting 30 minutes and 3 hours of tech support

I found out that Hisense there was no solution to the problem, while I was following the instruction by changing HDMI ports I was disconnected. I called back after waiting for one hour listening to a recorded message I hang up. I called back four hours after, and once again I had to wait another hour and 45 minutes with no response I had to hang up again.

WAHAKEN "TEACH" VANOYAN

FRESNO, CALIFORNIA

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Bill1980
Los Angeles, US
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May 01, 2023 10:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

This concierge service is a scam. It wastes the customer's time while giving the Costco service techs job security by treating you like a pinball, bouncing you around from one to another. I have probably spent 40 hours on the phone running every test on my computer for a laptop that keeps crashing and a battery draining power. Costco even sent me to HP to run tests. HP said the laptop needs to be replaced and sent me back to Costco concierge. Concierge refused to read the notes from HP and I had to start over. They also never bother to look at the computer logs. Spent hours running tests again. Had me send my laptop into them. They reinstalled Windows 11 and put in a new hard drive. After that, the logs (while still at their service center) had dozens and dozens of warnings and errors for software that could not be installed along with a failed mini-port. Costco still sent the laptop back with warnings and errors. They still won't replace the laptop. They are saying I have to do the work they did at the service center - reinstall windows. This back and forth has been going on for 6 months.

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Techy Canuck
US
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Jun 08, 2023 12:14 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have a Lenovo laptop that the built-in camera stopped working about a month before the 24 months warranty expired. It wouldn't even recognize it had a camera. I called the toll-free number and didn't have to wait too long before someone came and walked me through some diagnostics including remotely logging on to troubleshoot. They determined is was in fact faulty fairly quickly and said they would send me a box to then send back the laptop for repair. It arrived within a few days and I then dropped it off at the courier. It was repaired and sent back within about 10 days which I was very happy with. I did not lose any information since they did not have to restore the drive. I didn't get any notification or tracking on the repair and return so it just arrived one day and I had to sign for it. Overall I was very pleased with the process and happy that I had purchased from Costco in Canada.

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