My husband bought an iPod nano for me for my birthday. It quit working after the manufacturer warranty expired. Lucky for us (or so we thought) he had purchased the replacement plan from Wal-Mart. It said I would get replacement "In as little as 24 hours*"
January 29 my husband called Product Assist and was told they were sending an envelope in the mail and it would be here in two weeks. We live in a small town in a rural area and we can't get mail at our street address so he gave them our P.O. Box number, they said they needed a street address as well for UPS. The envelope didn't come.
He called again 2/12/2011 and was sent a mailing label for UPS via email. We followed the instructions and sent in the iPod, he kept the tracking number.
2/23/2011 I called to check the status and was told by Aaron they hadn't recieved the iPod. I checked the tracking number myself and it had been delivered 2/21/2011, two days prior. I called back and explained to Mike the situation, he said they would send a check that I should recieve in 10 days. I didn't really want an out of state check so I spoke to Angie, a supervisor, who told me they couldn't fund the gift card because there had been multiple requests for a shipping package. She explained that the first phone call counted as one request and the email counted as a second request. Fine.
I wait the 10 days and call back 3/4/2011 and am told by Arlia that the check would be here by 3/15/2011 and she confirmed my address. They had the street address as the mailing address. She changed the address to the PO Box. She said it may have been already sent to the street address. I didn't think it would be a problem because I have been sent things by friends and business' before that had our street address and our small post office has put it in our PO Box.
3/15/2011 I didn't receive the check so I called back and spoke with Aaron again and then I spoke with the supervisor Steven who explained that the check was issued late and would be here by 4/1/2011.
It didn't come. I gave them a few extra days believing that I just needed to be patient because they told me the check was on its way. I called 4/8/2011 because I still had not recieved anything. I spoke with Katrina. She said they would issue a stop payment for my check and that that would take 10 days. I then spoke with yet another supervisor Rick, who apologized and said that since I have had so many problems he would submit a request for a check to be overnighted to me and that if it was approved for overnight shipping I should have it by 4/12/2011 and if not it should be here by 4/22/2011.
So I didn't get my check again today. I called and spoke with Amber who said my check was issued 4/21/2011. When I asked her why it was issued 4/21 when I was told 4/8 I should have it by 4/22 she said, "would you like to speak with a supervisor?" I spoke to Rick, my second conversation with him through this, and he said that the claims department was waiting for my change of address to go through and that it just went through yesterday. That would be the change of address I made on 3/4/2011. Now he said my check should be here on 5/4/2011.
This is their last shot. I think 3 months for a replacement plan that promises replacement in "days not weeks" is MORE than fair. I am not looking forward to filing a small claims suit or a bad report with the Better Business Bureau but I will. I feel like they are just running me around so that I will give up, I won't. I have since replaced the iPod myself but it's the principle of the whole thing now.
Product or Service Mentioned: Walmart Gift Card.
Monetary Loss: $158.