Letter we wrote to the corporate office:
We write to you today with much aggrivation and frustration. Since August 29, 2009, we have been without a fully functional 46" Vizio television that was purchased at your Eau Claire, Wisconsin Sam's Club on January 29, 2007 with a three year extended warranty. Since February 11, 2010, we have been without a working television at all!
There have been numerous repairs done on this television, three to be exact. On February 11, 2010, we had our last "repair". When the service people came to our house, our television worked as far as being able to watch TV. When they left, the television did not work at all. It won't even turn on.
The following morning, we phoned the Service Plan, again, for another repair. At that time, we were told that the part was already ordered for a repair, but that they would submit our file to the Service Solutions Center for request for replacement. On February 18, 2010, WE had to call back to find out the status of our account, whether the TV was going to be fixed or replaced. Mind you, we were told that it was going to be serviced while we were waiting for a return call. The service company, I.T.I., had no idea of that service, so in turn, were never contacted by this WONDERFUL service plan you have.
So, on February 18, 2010, we were told that our request for replacement had been denied and that the service company would be in contact to set up a time to service the television AGAIN. And AGAIN, the service company has no idea what I'm talking about when I call. Sam's Club Service Plan has yet to call them to let them know they are supposed to set up service for this television.
On February 19, 2010, we called the service plan AGAIN, getting more and more frustrated and angry with every call. We were told at that time that a RUSH would be put on our account and it was AGAIN going to be sent to the solutions team for a request for replacement. Now rush to me is quick, right? Not according to your WONDERFUL service plan. We called AGAIN, today, February 22, 2010 to find out the status to find out we have to wait AGAIN, the 3-5 business days for someone to call us back from the solutions department. But, here's the kicker – before we were told this we were asked by a customer service representative if the service company had been in contact with us to set up an appointment for service. REALLY!!! Does anyone at the service plan know WHAT IS GOING ON?
So why are we contacting you? We just want you to be aware of the problems that are occuring within your company. Also, we have contacted many consumer report agencies and have reported all of our problems with your company to them. So, where is the 100% Customer Satisfaction Guarantee in this instance? Here's what we want – the money to replace the television, plus tax and plus the $198.00 cost for the extended warranty. We don't want a television from Walmart or Sam's Club because I WILL NOT deal with your service company again. We don't know what kind of place you are running, or even if you know this is happening in your division, but maybe you need to check it out. We will be calling the service plan everyday and will be contacting consumer report agencies everyday with complaints until this matter is resolved.
So take this as you may, do what you want with it. But just so you know, that we will keep reporting the HORRIBLE service that we are getting from your company until this matter is resolved.
Ticked-off in Wisconsin!