Extended Service Plan Ripoff and the Big Fat Liars Who Work For Them
ATLANTA, GEORGIA -- At 1:30, March 11, 2010, I was told by "Ste__" (who conveniently no longer works for Federal Warranty Service Corporation, according to his supervisor, "J__ain-I-cannot-reveal-my-last-name-for-security-purposes" when asked for his last name..."J__ain" is probably made up, also) that the KitchenAid Extended Service I was purchasing on my 3rd KitchenAid in the last 5 years was for 10 years if I purchased that day. I was to receive an email verifying the length of time within 24 hours. "Ste__" even put me on hold to verify it with his supervisor...came back on and said, "yes" it would be for 10 years, expiring 12/08/2020.
March 15, 10:30 A.M. spoke to "Mel_____", CSR, looks on computer and says, "Yes, it is for 10 years"...puts me back over to Sales to see why my confirmation has not been emailed. "Lau___" in Sales @ 10:32 A.M. tells me that as of March 15, I have a 10 year extended total replacement plan.
Still nothing received by 11:40 on 3/16/10 and "An__" reconfirms in the CSR Dept. that the computer shows that a contract for 10 years was sent to me.
"Sa__" on 3/26/10 @ 10:00 A.M. said the actual contract was sent to the "wrong place" by the CSR Department and that a new contract would be sent and take 7 to 10 days...and yes, confirms again my contract expires in 2020.
"Na____", on March 29,2010, is from the same town where I live (40 + miles from the Indiana office on the Kentucky side of the Ohio River) and works in CSR office, I believe. He also confirms that the computer screen shows that my contract is for the 10 years. I know his family, so he will tell me the truth...he went to the same school as my children and we know the same people...he will not tell me something that was a lie. He told me that I should get a cover letter for the contract that states that my Total Replacement Plan is for 10 years.
May 14, 2010, receive another contract with a THREE YEAR TOTAL REPLACEMENT PLAN...NOT THE 10 YEAR I WAS SOLD!!!!! Call @ 11:45 A.M. and speak with "A___" who says it is for 10 years and puts me in touch with the Sales Dept. and tells "Jai___" the situation and she says that it shows that it is for 3 years and cannot be changed, but she will ask her supervisor,"Lis____", and explain the situation. "Lis____" tells me it is for 3 years and it cannot be changed. I ask to speak to the supervisor's supervisor (this is now going on for 45 minutes).
NOW, get this...I have had 7 (seven) plus the original approval from a supervisor who say my contract is for TEN (10) years...the "I-cannot-give-you-my-last-name" supervisor today tells me that the company NEVER had a ten year contract...PLEASE, PLEASE, PLEASE...WOULD SOMEONE TELL ME HOW I KNEW ABOUT THE 10 YEAR CONTRACT AND 7 PEOPLE EMPLOYED AT THIS OFFICE SAID I HAD IT...BUT TODAY, I AM TOLD THERE WAS NO SUCH THING??? When pushed, the latest "final" supervisor told me they had had a 10 year contract in January, but I could not get that one...
Now, get this...when I told him the number and names of the employees who had verified that I had a 10 year contract with them, he told me they were all lying to me...why would 7 different people lie to the same caller on different days, months, etc.? He told me he was going to go back to all of them and tell them they should not lie to me. I was not born yesterday, but this little weasel said he would not change it even though that is what I was sold...he then tried to explain that verbal agreements were not contracts...I asked if he happened to have a law degree, as he was making incorrect law determinations...the monies were sent from Kentucky and sold over the state line as a 10 year contract from Indiana...they have not only broken a moral code (this young generation generally has no idea what that is)BUT they lied and cheated a customer to get my funds.
I am going to Shout the following: DO NOT BUY ANYTHING THAT HAS TO DO WITH WHIRLPOOL, FEDERAL WARRANTY SERVICE CORPORATION, KITCHENAID EXTENDED SERVICE PLANS LOCATED IN INDIANA AND LOUISVILLE, KY. The supervisor is now telling customers they do not get what they were sold...it is their "code" of conduct.
I am contacting the state attorneys general in Kentucky, Indiana, and their location is also, according to their contract, in Atlanta, Georgia. What I thought was funny was the Complaint Dept. for this Indiana branch is not in Indiana, but across the bridge in Louisville, KY. They refuse to give you a street address, but the supervisor gave me a post office box and incorrect zip code...when I questioned him on the zip code, he then gave me a correct one...I guess he was trying to pull a fast one again.
When asked for the President's name, he fumbled and gave me J. F.'s name, the President of Whirlpool...but he did not have an address or a phone number...