I am emailed Hanks Customer Service in regards a claim that was opened back in Jan. 2009 on the broken frame and the cushions that are breaking down. I sent pics of the cushions breaking down and pics of the broken numerous times to Hanks Furniture. These cushions were replaced in July and are breaking down again in Sept. 2009. The tech that came out to the house to look at them put more stuffing in one of them and I helped temporally. He also looked at the frame and told us that they will have to order the part.
I called two weeks later to check the status of the parts and was told by a lady at customer service that it was not covered under the warranty and was given the number for my leather warranty and to check with them. I did check with them, and and hour later of talking with them they told me that they only cover the leather. I am just really wondering why would a customer service rep. Send me off to another warranty company like that, knowing that they only cover the leather?
Another question, Why would Hanks Furniture send a tech to look at my sectional couch frame trouble and tell me they will order parts and turn back around and tell me that its not covered under warranty because its not part of the frame? And if its not part of the frame then why does the sectional sag to the ground where its broken? Lastly I have been working on this problem since January 15 of this year, what else needs to happen before I get help to repair this sectional.
I looked at my warranty and it clearly states that the frame is covered under the warranty. They can't get parts for this couch so they are telling me its not the frame so they don't have to fix it. And as far as the cushions they haven't responded to any of my emails so they are still flat. I am seeking legal advice and see what actions can be filed against a company as Hanks "Fine" Furniture. Please don't get the warranty. They don't seem to do anything but cause a headache.
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