What I sent to Walmart:
To Whom It May Concern:
My Name is Sandra Matthews and I purchased a E-Machine desk top computer along with a an extended warranty, three years ago from your online store. Purchasing that extended warranty, to say the least, was one of the smartest things I ever did, is an understatement. For the E-Machine computer turned out to be a big lemon. I happened to be the one unlucky person that gets the faulty product, that can happen from time to time. Sorry to say It needed service numerous times, which is no fault of Walmart's, you sell the products not make them.
My complaint is it has taken over a month of phone calls, talking to many different people (Eddie, Tammy, Dustin, Tasha, one even a supervisor, named "Billy") to find out about getting a renewal on my extended warranty. No one could help me! They all were very pleasant about it, putting me off that is... Either the request was put in wrong or there was a system error to which held up the quote. Even today a very nice lady named Robin told me again the request was not put in accurately. I can understand that may happen from time to time but, for all their nice manners and pleasant way about your customer service people, doesn't anyone know how to actually do the job right?
My thought is yes they do, or how else could they have put me off for so long and I still keep calling back. I now have figured it all out. They put me off long enough and I will just give up. You don't want to offer me the warranty because I have had to use it so much and now it is costing YOU money. I'm sorry for that, but it is not either of our faults. But if your going to offer a service then you really should offer it and not keep people hanging. Just remember, this is one unfortunate time when a product is bad quality and unfortunately both of us have had to deal with it.
But I want to make a point... When I buy another desk top which maybe soon... It won't be an E-Machine (I'm done with those) but it could very possibly be from Walmart and I most definitely would purchase the extended warranty even if I never needed it, it would still be a purchase I would make because of my past experience and I, would highly recommend it to my family and friends. It truly was a big help. So even though you may have lost some money on this particular purchase, over all you would still come out ahead for all the times the extended warranty is purchased and hardly ever used. You still win.
In closing, I realize this e-mail will probably not really get me any where with you except to get it off my chest. I'm just one tiny fish in a sea of many. Too small to really matter. Your way to big a business to be effected by one small insignificant customer. But think, if there is one unsatisfied customer there could be more and if we ever cross path's well... Then maybe it will make a difference.
Have a nice day!
S. Matthews
P.S. I will be sending this along to any and all e-mails connected to your company and maybe even the BBB just to pass it along to someone who would listen or at least make me feel better.
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