Kmart Complaint - Service Plan for Bike is Unsatisfactory
On September 20, 2009, I’d purchased a bike “Pacific Evolution” SN500 9EW0822 for my son to use at school. At the time of purchase, I’ve also purchased the Smart Plan. My son, has registered his bike online via www.repairnow.com/Kmart
During January 2010, the metal piece securing the steering handle to the bike developed a crack, rendering the bike unsafe to ride. He had that particular part of the bike replaced at the campus bike shop for $31.31 on January 25, 2010. He expected to ship the damaged part and received a reimbursement for the $31.31.
Per my discussion with the call center (1-800-99-KMart), no $31.31 reimbursement is forthcoming because only a $99.99 gift card would be given for the bike. However since the bike is repaired and working, he will not be receiving the $99.99 bike replacement card either. It does not make sense for Kmart to say it will spend $99.99 when the lesser amount of $31.31 would have been adequate and then turn around and essentially saying “by the way, since you took the time and trouble to fix the bike—you no longer have a claim against the Smart Plan”.
I find this response from the call center and service wholly unsatisfactory and I would recommend to others not to purchase Kmart Smart Plans. I am hoping for a different resolution by taking this time to write this email.
The next day I'd only received a generic email response "Thank you for contacting Kmart Smart Plan. Please contact our Customer Care department 24 hours a day / 7 days a week at 800-995-6278 to better assist you. We apologize for any inconvenience.".
Since I have already called Customer Care department in the first place, I am not expecting a different resolution.
Instead, I am posting my recommendation for others not to purchase the KMart Smart Plans.