I bought a Patio Chef grill for $288 and a 3 year service care plan from Walmart in Gilford NH on May 31, 2008. I bought it for my husband for Father's Day. We used to use our grill everyday. I have been trying since 8/1/2010 to get replacement parts for the grill (4 burners, heat plates and the support bars) On 9/3/2010 I sent in another service request and received this as a response: We have received your claim request and it has been processed. Our assigned depot will mail you a prepaid mailing label. You should expect to receive the label 5-7 business days. Please package and return the product to us using this pre-paid label. Upon receiving your product we will repair and mail the product back to you. Service Center information:GAS GRILL PARTS ORDERING703 700-0000Service Request Number:38809493. Thank you for using Walmart Product Support Center!. You are a valued customer and our goal is to provide you with the best possible service. If you have any questions or need additional assistance, please contact us any time at 877-968-6391.
I never received a prepaid label. I called Product Assist again on April 12, 2011 to ask about the prepaid label. She stated that they needed the parts numbers for the broken parts. I told her I didn't know them & they were not in my owners manual. She said I had to call the company (which I did) but they are no longer in business. She said she did not know what to do with this claim and that someone would contact me by the end of the next day. I did not receive a call the next day.
On April 18, I called again. I explained to that person that I was suppose to receive a call regarding my grill. He told me that I had to call the grill manufacture to get parts numbers. I explained that the company is no longer in business. He gave me number to call, but it turned out it was an audio manufacture. I called back 5 minutes later and get someone new. I explain to her the situation and she transfers me to a supervisor. The supervisor says "i'm sorry it must be frustrating for you, but there is nothing i can do"
I looked around for my product service plan terms. In there is states: (http://i.walmart.com/i/rb/4045.pdf) Service Plan: (products $147 and over) What is Covered: This Plan covers parts and labor costs to repair your product in the event the product experiences a breakdown. If we determine that we cannot service your product as specified in this Plan, we may replace it with a NEW, REMANUFACTURED, OR A PRODUCT OF LIKE KIND AND QUALITY THAT PERFORMS TO THE FACTORY SPECIFICATIONS OF THE ORIGINAL PRODUCT or we may at our discretion issue you a voucher, gift card or check for the original purchase price of that product, including taxes, as indicated on your sales receipt. Non-original manufacturer's parts may be used for repair of the product if the manu facturer's parts are unavailable or more costly. For Grill Plans: * Facilitate the parts procurement process, including the shipping of parts to and from the service center, from date of purchase.
Not one person in all my phone calls, told me about the service plan terms. If I can't get replacement parts for my grill because I can't locate parts numbers due to company that no longer exists, then I am requesting a replacement.
Product or Service Mentioned: Walmart Gift Card.
Monetary Loss: $288.