I, too, am dealing with the warranty nightmare. We purchased a 32" LCD tv, with a three year extended warranty. About 1.5 years after getting the tv, it died. Called Sam's club warranty people, (yes with the "how may I provide exceptional customer service" crap), explained the situation, provided all info. I was told the name of an authorized service center (35 minutes away), and that I should call them the following business day (to allow the service people to receive and process the service order). I proceeded to ATTEMPT to contact the repair place for four days--each time getting a voice mail that they "weren't in" and "should send them an e-mail" as that line didn't take voice mails. Not working for me. Called Sam's club back, explained that, and they were apologetic. They put me in touch with a new repair place, who contacted me right away. They made an appointment to come to the house for the repairs (NICE!) on July 19. He came, took the tv apart, tried some things, with no luck. He said it would be best if I'd allow him to take the tv, to complete repairs at their shop--he felt they were going to need to order a part, and it would be easier to handle that all at their place of business. I said fine. Told him we were having a party on August 10, and he said he'd do all he could to get it back to us by then.
2 weeks went by with nothing. I called the repair shop, and they said that they had ordered a part, received it, but it didn't solve the problem. They now needed to order another--very expensive--part, which required Sam's Club authorization. They said that they received said authorization, and were waiting for the part to arrive. On AUGUST 12, we again called the repair shop, who said they were waiting on additional authorizations--but couldn't seem to clarify WHAT that meant. Sam's Club Warranty number, and were told that, in fact, the repair people only received VERBAL authorization, and that they needed a WRITTEN authorization prior to ordering the part. (Um...did they NOT say they were "waiting for the part to arrive"?) Also, that the information wasn't "properly attached" to our account, but that was "taken care of" during the call. They would be following up with us in 2-3 business days. On business day #3 (August 22), I received a call from a Sam's rep, letting us know that "the authorization went through" and we should be hearing from them or the repair people "shortly". Nothing. So this morning, I had enough. I called the customer service # listed on the website...explained all of the above, and was told that I'd be transferred directly to someone who could help me. Shock of shocks, they transferred me to the warranty people again.
I told the rep that it has been SIX weeks today since the tv was taken--which is unacceptable. I received "Yes, ma'am, I understand, and I apologize". She said "Your authorization for the part went through on August 23." Um...the LAST rep that called me, on August 22 said it had already gone through. So I say,"At what point are we done going in circles here? Six weeks, nothing has been done, and the repair has JUST been authorized? If the tv is in THAT bad of shape, I don't WANT it back." She said, "Well, you need to give the repair shop time to order the part and receive it." I asked "How much time am I supposed to give? Do you expect me to be okay with this going on INDEFINITELY?" She replied that "If the repair shop doesn't have the part in stock (which I already know they don't--they said so), then they will need to order it from the manufacturer. And if it's not in stock there, it will go on back order." WHOA. So not only have we been out a tv for six weeks, the part that they are HOPING will solve the problem may not even be available? I asked at what point the tv would be replaced. She told me "If they can't find the part ANYWHERE, then we will issue reimbursement." I was then told to wait until September 7, before calling for another update. Which would take me out to 7+ weeks since the tv was taken for repair--at at that time, still not knowing if the part that was ordered (assuming it's "in stock" anywhere) will even SOLVE the problem.
I have always found Sam's easy to deal with in the store--as far as returning/exchanging. But the warranty service leaves a LOT to be desired. I am in the process of trying to find a phone number that will actually put me in contact with SOMEONE that can be of SOME assistance, instead of going in circles with these people. Absolutely ridiculous.
Just an update. I called back to the warranty customer service today, 9/10 (gave them a few extra days from the date I was "told" to call back). Asked by "Tracy" how I could be helped today...
Explained that I was calling to find out when my REPAIRED or replaced television (from July 6 claim date, and July 16 date when repair company took the tv to be repaired) would be returned, or replaced...
I was put on hold, while the rep contacted the repair shop...
Wow...imagine my surprise when the rep returned, to let me know that the repair shop was waiting on "two more part requests to be 'authorized'". I told Tracy that is what I was told on August 23. She (like all of the robot reps there) replied "Yes ma'am, we apologize for your frustration..." I told her this is simply unacceptable. TV taken JULY 19--and I've been told SEVERAL times that "parts" need to be ordered. At what point do we consider this a WASH, and replace the thing already? Again "Yes, ma'am...we are working to resolve this." Apparently, they are not. I hung up on her. Obviously not getting me anywhere, at all.
Believe me, I am not a "confrontational" person, but I am pulling my hair out. If the tv has needed a MINIMUM of 4 different parts, in order to be "repaired", and none of these parts (to date) have solved the problem, is it NOT time to just replace the tv?
Thankfully, I work on a contract basis with an attorney, and she's been kind enough to advise me of my next step (contact Sam's and Warranty Company--National Product Care Company--via fax, that they have three options: 1. Replace the television within 10 business days, with a model of equal or greater value; 2. Issue a refund check, within 72 business hours, for the cost of the television and tax (shouldn't be penalized tax for a product you currently DO NOT OWN); 3. Do none of the above, and see you in Small Claims court.
We'll see how that pans out...I've been MORE than patient with this, and don't think it's asking too much to get a tv back, after 2 months. It's FOOTBALL season, for cripes sake!
