Thursday, September 17, 2009

Wal Mart Is Awesome

And I never thought I would write those words.

Our HDTV started to go out on us a couple months ago. Turned out to be the power supply. We had bought it from Wal-Mart with the extended warranty. When it went out, we were thrilled at first that we had the extended warranty, because it died when it was 2 months from being out of warranty.

We put in a claim in early July, and they said it would take 2-3 weeks to fix it. They didn't even send us the box for shipping it back for 2 weeks, then they held onto it for 5 more weeks. By then, we had gone past our warranty expiration on Sept 1.

When we finally got the tv back on Sept 11, turns out the picture quality was broken. The picture was ghosting and had jagged lines through it. We called the service center to complain and they said, it turns on, so it's not our fault. We called Wal-Mart to complain, and the lady said it's past the warranty date, so tough cookies.

We finally wrote an email and sent it to the Wal-Mart corporate executives. We pointed out that the repair center charged Wal-Mart $600 to repair a tv now worth $400, and that if they had been as timely as they promised, we would have had our tv back in time to notice it was broken and submit a new claim under our warranty. Apparently, we found someone sympathetic.

Within one hour of sending the email, Daniel got a phone call from a nice gentleman named Doug who said that Wal-Mart would be refunding the entire purchase price of our tv!!

I couldn't believe it. I wasn't even sure I would until I got home today, and they had sent the check overnight! Wow.

Thank you, Wal-Mart, for honoring your extended warranty and making good. You have 2 very happy customers.

No comments: