Phoenix Service Group Inc

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Do Not Buy Dick's No Sweat Warranty
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This warranty does not make returning, repairing, or replacing items bought from Dick's Sporting Goods easy. In fact, they try to make it as hard as possible. Not only is their warranty service outsourced to Phoenix Service Group Inc, but I have been shuffled around from company to company trying to figure out how to get bike repaired and to get someone out here to do it. Here's what I've been through so far:

End of July 2008: Bought Schwinn 230 Recumbent Bike from Dick's Sporting Goods

November 2008: Bike breaks down (right pedal and axle BROKE OFF!)

November 2008: Call Dick's to see if I can replace bike - told receipt has expired and now I should go through the 1 year warranty I bought

November 16 2008: File claim with Phoenix Service Group Inc who administers Dick's No Sweat Warranty

November 18 2008: Received reply from customer service representative to told me a service tech was located in my area and I need to register my bike with Nautilus so the service tech can order the right parts (the company Schwinn goes through to handle repairs and ordering parts)

November 24 2008: Find out the service tech's company referred to my case is out of business and am now being referred to Bravo Systems (my new service technician)

December 2 2008: Frustrated with the waiting, call Nautilus and order parts myself

December 9 2008: Parts arrive, still no call from service technician; Call Phoenix Service Group Inc to find out number to Bravo Systems to call myself and find out that the company is located in Illinois - Will have to ask who was contacted in my area and then call them

Currently: Still have a broken bike sitting in my living room

So far I've had to deal with FOUR different companies trying to find out how to repair my bike, order parts for it, and try to get someone off their butt and into my home to fix it.

Dick's Sporting Goods: FAIL on return policy and outsourcing their Warranty

Phoenix Service Group Inc: FAIL on outsourcing their parts ordering company and service repairing company, FAIL on my service representative who was out 'sick' for a week and didn't respond to any email (do you not hand over cases to other representative while someone is unavailable?) and STILL continues to be slow to respond, FAIL on making me jump through so many hoops

Nautilus: FAIL on requiring me to FAX! them my receipt as proof of purchase just so I can order parts

Bravo Systems: FAIL on neglecting to send a service tech and making me wait for a MONTH!

FAIL No Sweat Warranty

I'm still in the process of settling this fiasco and will update their review as more information comes available. Please DO NOT BUY the No Sweat Warranty from Dick's Sporting Goods.
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User Replies:
chris513 on 12/11/2008:
I've never been a fan of dicks or there no sweat warranty
Anonymous on 12/11/2008:
I have to agree with chris......dicks sux
walker12498 on 12/17/2008:
Re Dick's No Sweat Warranty:
Spent a long time on hold. when I finally spoke with someone, he put me on hold again and then came back and said he couldn't reach the service company but he left a message. he gave me the phone number and suggested I try calling them myself... left a message with them and tried several times to call but only got an answering machine. finally spoke with them, and they were pretty lame. the woman I spoke with sounded like she was asleep... then she told me she had no work order. then she said I don't know what we're going to be able to do for you, or something like that, and I said, "you're not exactly inspiring me with confidence here." then I said you better put me on with someone else. I got a man on there who DID have the work order but, he says, "I don't know when I'll be able to get over there. you're very far away from me. I'll have to cancel lots of appointments to get to you, I can't get there before at least a week or so, plus there's the holidays, etc. etc." I told him all I wanted was for my warranty to be fulfilled. I don't want to go through all this agony, especially as I was paying for a long-distance call. so he told me he would call me back in a couple of hours. which he did not. I called dick's and suggested if they don't want to be investigated by the Better Business Bureau fast, they better look into the warranty they're selling.
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Phoenix Service Group Incompetent
Posted by on
Purchased an EXTENDED 4 year, DICK's NO SWEAT warranty for a $1000 treadmill I purchased @ Dick's Sporting Goods, 2 yrs after purchase treadmill dies. Followed warranty directions & called Phoenix Group who is in charge of overseeing warranty.

NOW 2 months later & NUMEROUS phone calls to Phoenix Group, Horizon Fitness (treadmill co), Dick's (place of purchase) & Bravo Systems (tech services sent by PHOENIX) still waiting for treadmill to be fixed.

Phoenix Group does not return phone call, does not follow up on plan of action. Each time I call, manager is not available, get new customer service person. I have to follow up (to all companies mentioned above) to make sure parts are ordered, service technicians are called, etc.

After waiting 2 MONTHS for part to FINALLY be delivered, WRONG part DELIVERED.

After purchasing EXTENDED WARRANTY expected to make ONE CALL and have problem fixed within 2 WEEK time frame.
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silautumn on 12/11/2008:
Same problem with Dick's and No Sweat Warranty. Purchased Schwinn 230 Recumbent Bike at the end of July 2008. Bike breaks down (right pedal and axle broke OFF!) just after my receipt expires. Told I can't return the bike to the store - I must go through my 1 year warranty company (Phoenix Service). Filed claim on Nov 18 2008. Had to register bike with separate company (Nautilus) to be able to order parts. Tired of getting the run around, take the initiative to order parts myself. Meanwhile, Phoenix Service is trying to get a service technician to call me - oh oops! the company they contacted isn't in business anymore. Now am being referred to Bravo Systems (repair company). Parts arrive, still no call from service technician. Will have to call tomorrow to Bravo to ask who was contacted in my area to repair my bike. Very frustrated - DO NOT BUY FROM DICK'S OR BUY THEIR WARRANTY !!!
Baroki69 on 02/01/2009:
Here,s is the deal. I repair exercise equipment and have dealt with Bravo Systems myself for various customers. They will not pay a decent wage to repair exercise equipment, so we do not do work for them. Being located in WV, usually involves much travel to get to customers, and they will not pay, hence no service coverage.
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