We purchased a big-screen onSeptember 22 from the Hammond, Louisiana store. It was an open-box item that they would no longer be carrying, so we got in on sale. The associate, who may or may not have been a manager, offered to throw in a two-year warranty with the television because, as we pointed out, we could purchase an unopened one and buy a warranty for about the same price. We did have a problem July with the lamp, but the manufacturer had a recall on the part, so we got that resolved with no problem.
Fast forward to July within the two-year time frame. The television has purple discolorations that look like someone took a purple crayon to the picture. Two days after that developed, a bright red spot appeared in the upper right corner. Now there is a white spot on the left side. I pulled out the copy of the receipt (the original had degraded because of the heat-transfer ink on roll paper) and it clearly states, at the bottom, "You have purchased a 2 year service plan...". I called Wal-Mart's warranty line and was told by Teri that because the warranty does not appear on a separate line from the television purchase, I don't have a warranty. I explained repeatedly that because the bottom of the receipt matched what I was told at the time of purchase, I did not question it.
Being a reasonable person, it is reasonable to assume that when verbal matches written, and all parties are in agreement, a contract begins. The supervisor who got on the phone with me after Teri, Jackie, did not see it that way. She said I should have known to ask for paperwork, which I thought my receipt was, and that the receipt is no proof that I purchased a warranty because "Wal-Mart prints that on the bottom of all their big-ticket item receipts".
My position is that it is not my job to know the internal workings of Wal-Mart. I have to rely on the expertise and training of Wal-Mart associates to provide me with correct information. How am I, a layperson, to know that Wal-Mart prints this on the bottom of all their big-ticket item receipts? According to Jackie, I should know because she just told me. Nevermind the fact that this is 22 months after the purchase. Nevermind the fact that what I was told matches the verbiage of what I have in my hand. This meant nothing to her; only that the warranty was not on a separate line and I should know better.
I called Wal-Mart corporate and spoke to Ashley. I explained the situation to her, and asked if the fact that I have a Wal-Mart receipt, showing that Wal-Mart took my money for a television and two 20 ounce drinks, gave me change back, and that states in writing on the bottom that I have a warranty means that I have a warranty. Her response? Yes, I have a warranty. She transferred me to Jerry, who said he would escalate the call the the appropriate level of management and that someone would contact me within a few business days.
Later yesterday evening, I received a call from Edna at the local store. She said that she would have the electronics manager call me today, Wednesday, July 9. I did not hear from anyone, and when I called the store this evening, I was told that she and the electronics manager had gone for the day.
So tell me, if I have a receipt that says I purchased a warranty, don't I have a warranty? Regardless of what Wal-Mart's policies are regarding this, I have it in writing that I purchased a warranty. This is disingenuous at best, outright fraud at worst. Either way, I want my television fixed!
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