BROOKLYN, NEW YORK -- I am one of many people that purchased a Samsung TV and after just over a year the power supply went out. This is another whole story. I have a In-Home Extended Service Plan with CPS, Consumer Priority Service. I called them Monday November 23, 2009. The customer service person took my information to file a claim. I thought I asked all the right questions, this being my first claim with them.
Not one time did this person ever tell me they needed the sales receipt and copy of my membership card. I received a email requesting this later that evening. Of course I sent it in and waited for a call or email telling me when a service person would be out to repair my POS Samsung.
I called today 11-25-2009 and asked about the status of my claim. The person told me I would receive a email telling be the next step. NEXT STEP good grief--just call a repair service company and have them come out and fix my TV. So I get a email asking me for a credit card number. Nowhere and I mean nowhere does any of their paperwork or website mention about this STEP. Shame on this company to not disclose this anywhere in paperwork or on their website. They do mention on their homepage "Rapid Claim System" If this is rapid I would hate to see slow.
I talked to their Department Manager "Ralph" he gave me a lot of "I Don't Know." He didn't even have a phone number to call his supervisor. I wonder who he calls when he is sick or really needs help from him? All I received from him was "everyone has to give us a credit card." I requested a refund on my policy and he didn't know who I needed to talk to or how I went about getting it.
When I asked Ralph about why don't the CS person tell us on the first phone call they need the sales invoice and membership number, or anything about giving them a credit card number. His words were "they don't know all the steps it takes to make a claim." WHAT? I would think it might be helpful if they would know that.
Bottom line, he was no help at all and he just had a lot of "I don't know" even when I asked the question "is there someone else I can talk to that would know?" NOPE he didn't know that either. Customer service was at a -9! It's a shame that companies are allowed to not disclose all the steps to file a claim up front. So be careful if you decided you want to do any business with this company.