Sam's Club
Slow replacement/repair service

Replacement or repair of a $129 DVD burner covered under a replacement service plan has taken over three months and I'm still waiting. On Oct 11 I took the item to our local Sam's Club for replacement or service, at that time I was told that they no longer do in store replacements, no problem, the pamphlet actually stated that clearly, so I called Sam's Solution center that day. Things then proceeded as follows. I was told three or four times over the course of a month that a qualified service center would send me a shipping label. Finally, after over a month of patiently calling them once a week, Sam's found one that actually followed through. I was then promised no less than five times that a representative would call me with the status of the repair within 4 to 5 business days, yet I never received a singled call. I had to call them each time. Seven days ago I was told that the item was reported to be too expensive to repair and that I would receive notice in 5 to 6 days of Sam's solution, again I had to call the solution center for an update. Finally today I was told that I would receive a refund check in 11 to 15 days. 12 days from now will make a full 4 months of calling and waiting. I find this totally unacceptable! At this point I'll be shocked if the refund check actually shows up as promised. I feel that Sam's Club should address the speed in which this type of claim should be handled. If you promise to call or mail something then do it, otherwise simply do not promise.

Company: Sam's Club
Country: USA

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