On 9/21/10 I called to report that my speakers weren't working on my 13 m/o HP computer monitor. They set up a call-back from a tech to schedule an appt to install the new motherboard they were shipping to me.
9/24: Tech came out and said it isn't the motherboard (which is what I had tried to explain to AIG in the first place. My monitor has built-in speakers). He took the mb back with him for return. AFter he left, I called AIG back. After 2 calls, they decided to send a new monitor and an empty prepaid box for me to ship the defective monitor back to them once I receive the new one. Would be here by Tues or Wednesday. Or that's the story I was told.
9/25: Called to check status of monitor they'd shipped. No information about shipping a monitor was in the system. After extensive discussion, rep actually "found" information saying that another company who handles monitor replacements was handling it now. While there was no tracking number at this time, it looked to him as if it was all in process.
9/27: Tech called from AIG. Once again I had to go over all that had happened to date. He promised to "get to the bottom of this" and find out why the two agents I named, had told me misinformation. He was going to call me back in 45 mins or I could call him back and no, I wouldn't need an extension or last name because "everyone knows me" he said.
Well, I called back an hour later and not only did they not have any info in the system, but they also did not know this man nor where he was from. Could have been any agent across the country. I talked to someone and told him I was reporting their company to the authorities and I asked if I could get the new monitor shipped expediently since I had been through all this already. Prior to me asking that, he had said the monitor hadn't shipped. Now all of a sudden he's saying they can't do that, it's already shipped.
9/28: First rep to answer said there no information at all, just that I needed to have the monitor replaced. Again, after much heated debate, he "found" information but it was just all that I had already told him.
Another rep called me back. He said the box they're sending me is empty waiting for me to put my monitor in it and send it in for repair. No one had even so much as mentioned that. Each call I made, I was sure to mention that I was told I was to receive a new monitor and at that time, return my monitor to them. He says I wasn't lied to, it was just techs being misinformed by the policy. Ha. I told him one or two maybe but not 5 or 6!! He told me I'd have to trust him (after all the lies from other reps?) and that he can either go ahead with the repair order or send me out a set of external speakers. I told him it was pretty sorry that I had to settle, but I'd rather do that than lose my monitor for weeks. I also reminded him that I WAH and need the monitor and speakers for my job.
As it stands, I was blatently lied to by more than 5 customer srv. Reps! Talk about sticking together with your stories!
I'd NEVER do business with the company AIG which offers the "Extended Warranty" when you purchase anything electronic through Walmart.
My problem is NOT with Walmart.
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