Did you ever wonder why WalMart is kicking K-Mart & Sears%u2019 butt? It%u2019s because of customer service.
I stood in line back in November, actually on Thanksgiving Day, to get the door buster special, a 32 inch Proscan LCD TV for the incredible price of $97.00. Along with the TV I purchased a 2-year replacement warranty to have piece of mind for the next two years about the TV, and I must say, I never buy replacement warranties because they are just a moneymaker for the company.
Well, less than 6 months later the TV develops a dot on the screen and since has developed these vertical and horizontal colorful lines on the screen.
So I call K-mart warranty at 1-855 44 kmart get through to a representative named Melissa, who in the middle of me telling her my problem she hangs-up on me.
I call back and after pressing 1 to have my call in English I get Melissa back and she says they had a phone glitch, yea right. So I explain to her again that the TV developed a black dot on the screen and I wanted to have the TV repaired. She first tells me that as of January they no longer repair 32 inch TV%u2019s then goes on to tell me that the replacement warranty only replaces the cost of the TV, not a replacement TV???
I ask her how I%u2019m going to replace the TV for $97.00 and how k-mart is going to reimburse me for the 2 ½ hours I spent on Thanksgiving Day Morning standing in the cold to get this deal.
Having no answers for me I ask for her supervisor and after 5 minutes on hold she transfers me to her supervisor Lawrence.
Lawrence gives me the same song & dance and says read your warranty, I tell him I never got a warranty, and I explain to him that when I was checking out the girl at the register read the screen and asked me if I wanted to purchase a 2-year replacement warranty for the TV, to which I accepted and paid the $13.99.
Lawrence tells me that I should have gotten a written contract to take home. And it would have explained that the warranty covers the %u201Creplacement cost%u201D of the TV, to which I reply exactly, to replace the TV it would cost $254.99 because I stood in line for 2 ½ hours to get the $97.00 price, to which he quickly replies that he meant to say %u201Cthe cost that I paid for the TV%u201D
So tired with him I call Sears (kmart) customer service at 1-800-697-3277 and explain that I just want to have the TV replaced to Dee who transfers me to Alana who transfers me to Craven and after 10 minutes of trying to explain the situation I get frustrated I hang up and call Sears Holdings the corporate offices at 1-847-286-0405
At Sears holding I again explain to Theresa in customer service the situation and that I purchased a 2-year replacement warranty and just want to have my TV either repaired or replaced to no avail.
I will keep you apprised to the situation %u2026 oh! Remember not only does RCA own the Proscan name but back in January I had another doorbuster RCA TV develop problems which neither K-mart or RCA could resolve to my satisfaction.
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