Brandsmart Complaint - Very poor customer service
STOCKBRIDGE, GEORGIA -- I bought my Mitsubishi 57 inch DLP 1080P Television from Brandsmart back in November 2007. I bought the extended warranty for the TV AS WELL AS the warranty on the "lamp" that is inside the TV. Well, on Saturday, July 25th, 2009, the lamp burned out. I called customer service the same day to get a new one coming. I was actually thinking this would be something to where someone would actually come out and replace the lamp for me. But I found out that this type of repair is considered "consumer repairable". So basically all they can do is ship the lamp to me and I would have to do the repair myself. Which was no big deal, they would ship the lamp ups ground for free, and there would be a 35 dollar charge to have it shipped overnight. He said it would not take longer than 5 days, 3 at best.
Well now it's Thursday, July 30th and still no lamp. I called customer service again, and apparently there was an issue with the warranty. Both the lamp and the TV warranty were supposed to be "5 years". But the lamp warranty they had as 3 years, So because of this internal error, they had not shipped my lamp yet! And it took me calling them, before they were going to fix it!! I was getting furious at this point and they agreed b/c this was their fault, that they would ship it overnight at their expense, but they explained it may take a couple days to get the warranty issue fixed.
Now it's Tuesday, August 4th, I called AGAIN, and apparently the warranty issue was corrected, but they were waiting on approval for the overnight shipment!!! Which was ALREADY approved by a supervisor the week before! Course now I'm realizing I should have gotten that supervisor's name. Anyways they were supposed to call me after it was approved. No call back. I called again this morning, Wednesday, August 5th, and apparently they have sent the order in as a ground shipment!!!!!! I left the "manager" a voice mail but of course, no call back.
So with this kind of poor customer service and poor service from the supervisors, I have decided to NEVER buy ANYTHING from Brandsmart again!!!