Radio Shack Complaint - Radio Shack - Extended warranty on Cellular Phones
LAKE JACKSON, TEXAS -- 1. On 9/8/2007, I took the phone (Cingular 8125) to the Radio Shack store where I bought it. The touch screen had deteriorated to a basically unusable condition at 10 months old.
2. The store manager listened to the problem, looked online to determine that I had a Radio Shack service plan and called the Service Center for me. He gave them a brief description of the problem and handed the phone to me.
3. The Service Representative confirmed my information, told me she would need to have my credit card info in order to charge me for the core price if I failed to return the old phone. She then said I would receive a replacement phone in two business days and I should return the old phone within 30 days to avoid being charged for the core.
4. I received a box by FedEx in 4, not 2, business days and was surprised upon opening it to find it empty except for a couple of packing air bubbles, a return address label and a sheet of instructions, stating “Due to your model phone no longer being available you will be contacted by the Radio Shack service plan to arrange compensation or reimbursement. Once this is complete you MUST return your defective phone in this box.” THIS IS UNHAPPY # 1!
5. I waited two days for the call promised on the sheet before calling Radio Shack customer service to see what was going on. I explained that I was waiting on a call from them. She told me that they don’t call – they wait for my call before initiating anything. UNHAPPY #2! She then made me a reimbursement offer, which would not be enough to replace my phone with the closest current model (Cingular 8525). UNHAPPY #3! Next, she informed me I would receive a Radio Shack gift card – not a check or credit on my credit card – UNHAPPY #4 -- when the tracking number was in their system showing I had mailed the old phone. When I complained about the lag time, she assured me the system would pick up the tracking number and cause the gift card to be issued.
6. Not trusting the system by now, I called the service center 3 or 4 days later and talked to another service rep. She advised me the system showed they had received the old phone the day before and were waiting on my call to set up the gift card. WHOA! What about the lie saying the system does that upon discovering the tracking number? UNHAPPY #5. Unbelievably, I am still fairly calm about the whole situation, so I stated, “Ok, so my gift card should be here in a couple or three days since you’re in Fort Worth, right?” “Wrong”, she stated. It would take 2-3 days at her location before it would be sent to Atlanta, where it would be further processed and issued. It would be 10 to 14 days before I would actually receive the gift card. REALLY UNHAPPY #6! THIS IS REAL SERVICE- NOT!
7. Ok, It’s been a week since the last contact and now I receive in the mail an envelope from ASSURANT Solutions. I know by now, this is the service plan provider for Radio Shack, so I can’t wait to get into the house to open it, hit the road to Radio Shack and get a new phone. Hmmm, doesn’t feel like a card inside. Wonder if they actually sent a check instead? NOPE, it’s a SURVEY! It wants me to tell how happy I am with the extended warranty plan. NOT EVEN CLOSE TO HAPPY #7 !!!!!
8. Ok, it’s now 9/28/2007 and no good news in the mail. I call the service center again. The service rep reviews my case on the computer and tells me the card was cut on 9/13. That’s one day over the 10-14 days I was told it would take for me to receive the card. “Ohhh”, says the rep, “that would be 10-14 business days, not calendar days. EXTREMELY UNHAPPY #8 !!!!!
Lies, incompetent, unknowledgeable, uncaring personnel and procedures an idiot could fix blindfolded. This best describes the Radio Shack service plan.
A good service plan would not leave a customer stranded without a phone for even one day. It would bend over backwards to live up to the name Customer Service. It would have upgraded my 8125 to an 8525 or at least given me the option of paying some extra to do that on the spot instead of going through this insane reimbursement process and making me wait weeks to buy another phone at Radio Shack by giving me a gift card (I may be presumptuous, because I still haven’t received it) instead of a check or credit card refund.
UNHAPPY? Yes, extremely. Would I recommend the Radio Shack service plan to my friends? Get real!! I have already told my story to several and haven’t even started, yet
The only positives are the Radio Shack manager and employees at the Lake Jackson, Texas, store. They have bent over backwards for me and are probably embarrassed about the whole thing.
This review has already been mailed to Radio Shack, but as expected, no response has been received.