I must say, I am a very unhappy customer. I'm to the point now, that I will never buy another product thru Sam's Club.
We bought a washer in December 2009 on sale. When we purchased such a large appliance we decided to get the "extended warranty".
Fast Forward to 2 weeks ago....
Washing machine wouldn't turn on. We got online and was booted out of the "help area" twice. So we call. We got disconnected after being on hold for at LEAST 20 minutes THREE times. Finally get to speak with someone who tells us they will have a repairman out on Tuesday (This was on Saturday). Tuesday we wait from 8-12, as we were asked to do, and no repairman came. Called to find out what was going on, and they inform us that it will be NEXT Tuesday. As you can well imagine, a family of 5 with no washing machine for over a week does NOT make for a happy Mamma! So they finally say they will have someone out on Weds, We wait until 2 PM and FINALLY someone shows up. He spends 5 minutes looking at the washer and says that the motor AND transmission are locked up, and the tub has a leak. He says he will put the ticket in that day and we should hear from the folks from Sam's witthin a few days.... FEW DAYS! We finally get a phone call the next TUESDAY stating the "part the washing machine needs is no longer available". That was the what?? Second or third lie of the whole ordeal. She says that they are going to cut a check for the amount we paid for the machine. I explained to her that all I want is a replacement! I don't need anything fancy. I just want a washing machine that works and is big enough to do the laundry for my family of 5! After arguing with her for about 20 minutes, she finally said that she would need to "research" it and get back to me. Three days later I call to check the status of this. The customer service department explains to me that a check has been mailed. WHAT?!?!?! I specifically asked for that NOT to be done! I then spoke with her supervisor who told me the same thing. So I asked to speak with HER supervisor, who told me that she would be calling us within the next 7-10 business days to make sure that we are satisfied with our service. Again I say, WHAT?!?!?! I do not have the extra money to put into another washer! The amount we paid for the original one is NOT enough money to buy a new one! Again, we are a family of 5! I have 3 children starting school next week, and still I sit here without a washing machine, no money to go to the laundry mat (unless I don't want to feed my family this week, and if you've been to a laundry mat recently you know that they are VERY expensive!)
The entire reason we paid for an extended warranty was so that if the washing machine broke, we could get another one.
I'm not sure where I'm going to go with this from here, but you can bet that chances are it will involve news channels, word of mouth tends to travel like wildfire.....
Product or Service Mentioned: Sams Club Warranty.
Monetary Loss: $321.