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Walmart extended warranty problems
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I purchased an Acer Netbook from Walmart as a birthday gift form my 14 year old granddaughter. In addition I purchased a 2 year extended warranty.
The screen has spider web cracks through the screen.
Below is the Chat log with rightnowtech.com, who is the site you are sent to for problems and trying to use the extended warranty service.
As you can see the CSR Reps are totally worthless. and provide no assistance.
 Sherry: Hi, my name is Sherry. How may I help you?
SINDEELOU THOMSON: Sherry, I was directed you because I trided to file a computer claim and the system can not help.
Sherry: I will be happy to assist you with that.
SINDEELOU THOMSON: I purchased a toshiba net book and the screen is cracked, I need to file a claim.
Sherry:
When was the plan and the product purchased, Ms. Thompson?
SINDEELOU THOMSON: 04/28/09
Sherry:
May I ask if your product and plan were purchased in store?
SINDEELOU THOMSON: In store The s/n on my receipt for the service plan is 060538833301
SINDEELOU THOMSON: this was purchased at store # 1988
Sherry: May I have the purchase date and purchase price of your product before taxes, before the plan and minus any discounts you might have, ma'am?
SINDEELOU THOMSON: Again the purchase date was 04/28/09 and the purchase price was $298.00
SINDEELOU THOMSON: I need the computer repaired.
Sherry: Yes I understand.
SINDEELOU THOMSON: I purchased a 2 year extended warranty
Sherry: May I have your phone number with the area code please? Do you have an alternate telephone number or email address you would like to leave
with us today? May I have the street address, city and state with your zip code of where the product will be located please, Ms. Thompson?
SINDEELOU THOMSON: 916-xxx-xxxx and this is the only phone it is a cell phone.
SINDEELOU THOMSON: xxxxxxxxxxxxxxxxx
SINDEELOU THOMSON: My last name is spelt Thomson NOT Thompson
Sherry: 1xxxxxxxxxxxxxxxxxxx is what I have.
SINDEELOU THOMSON: Sherry That is my rental house NOT where I live. Again I live at xxxxxxxxxxxxxxxxxxx
Sherry: May I have the ST# TE# and TR# numbers, they will be found below
the stores telephone number on your receipt, ma'am?
SINDEELOU THOMSON: st # 1988
SINDEELOU THOMSON: te # 67
SINDEELOU THOMSON: tr # 07267
Sherry: Who makes the computer?
SINDEELOU THOMSON: Acer
Sherry: Is that a laptop?
SINDEELOU THOMSON: it is a netbook
Sherry:
May I have the numbers that comes after the product but before the price on your receipt?
SINDEELOU THOMSON: 088448336441
Sherry: Thank you, one moment please.
Sherry: The serial number maybe on your receipt if you see the words product serial number.
SINDEELOU THOMSON: LUS040B23290902EA92547
Sherry: The only problem is the cracked screen correct?
SINDEELOU THOMSON: There is more than 1 crack in the screen, the cracks are like spider webs.
Sherry: Thank you, one moment please.
SINDEELOU THOMSON: How long will it take to get my computer repaired ?
Sherry: You will need to contact the manufacturer with this matter as the cracked screen is not a covered failure under this plan. Please call ACER at 800 571-2237
Sherry: They will be able to locate you a center to help with this.
SINDEELOU THOMSON: Sherry, please provide me with a list of what is covered under the extended warranty plan.
Sherry: It is in your brochure you got when you purchased the plan. The terms are inside.
Sherry: It doesn't cover accidental or physical damage.
Sherry: Have I assisted you the best I could to this point, Ms. Thomson?
Sherry: Do you need more time? If you do not respond within two minutes, the chat session will be ended.
SINDEELOU THOMSON: Sherry, I am reading the brocure now, it states. The plan covers parts and labor costs to repair your product in the event the product fails due to breakdown.
SINDEELOU THOMSON: Sherry do not hang up.
Sherry: A cracked screen is not a mechanical break down.
Sherry: It is accidental damage. If you will keep looking at the terms you will see that it doesn't cover that.
SINDEELOU THOMSON: The pain also state Normal Wear & Tear, dust, heat, humidity and power serges.
SINDEELOU THOMSON: Sherry, How can you state it is accidental damage if no technician has looked at the computer.
Sherry: The heat, dust, and humidity are for out outdoor equipment only.
Sherry: The screen is cracked and it will not be covered.
SINDEELOU THOMSON: Sherry, AGAIN How can you state it is accidental damage if no technician has looked at the computer.
Sherry: Whether is is accidental or physical it will not be covered.
Sherry: We do not cover cracked screens as well.
SINDEELOU THOMSON: Sherry, They why did I waste money on an extended warrenty
Sherry: For mechanical and electrical failures.
SINDEELOU THOMSON: I see this as a mechanical failure
Sherry: How did it crack?
SINDEELOU THOMSON: That is unknown, one day is was ok, the next day we turned it on and the scree was all cracked.
Sherry: You will need to call in to 877-968-6391 and let the customer care representative know you need to be connected to the computer help desk for further assistance. As they are our computer specialists. They will trouble shoot with you and if that doesn't help you then they will set up the service you need if it is a covered failure, . Please be with the computer at that time. But they will tell you the same thing.
Sherry: There is nothing more I can do for you today.
Sherry: Thank you for contacting Product Care Plan.
SINDEELOU THOMSON:  http://www.ripoffreport.com/computer-manufactures/acer/acer-aspire-one-screen-crack-a-63ebj.htm
SINDEELOU THOMSON: Sherry as you can see from the link this is not an isolated problem
Sherry: This is not rip off.
SINDEELOU THOMSON: I did not say it was a Rip Off, but if you look at the link you will see other consumers who are having the same problem.
Sherry: It states in the brochure that physical or accidental damage is not covered.
SINDEELOU THOMSON: Sherry here is also another report from Amazon
SINDEELOU THOMSON: http://www.amazon.com/acer-replace-broken-screen-warranty/forum/FxIMKCROAA7M66/Tx2031SXVV4KXD 9/1?_encoding=UTF8&asin=B001NT9UHG
SINDEELOU THOMSON: Also the same problem.
Sherry: Then maybe it is a problem for Acer.
Sherry: You will need to call in to 877-968-6391 and let the customer care representative know you need to be connected to the computer help desk for further assistance. As they are our computer specialists. They will trouble shoot with you and if that doesn't help you then they will set up the service you need if it is a covered failure, . Please be with the computer at that time. But they will tell you the same thing.
Sherry: There is no more I can do.
Sherry: Thank you for contacting Product Care Plan.
Sherry: Your chat session will now be ended. Please contact us if you require further assistance. Thank you.
 Sherry has disconnected.
Tags: Walmart Warranty Problems
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