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Review 2/16/2010
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I hope that this is the correct forum for this because I am so disappointed with dealing with the service and extended warranty of this company and I feel people need to know in order to make a good decision before buying something. The stress has been pretty overwhelming.
On Jan. 4 my 11 month old LCD TV broke. Service came and had to order parts on Jan. 6. It took almost 1 month for the parts to come in. I made numerous calls to the Miami service dept. and the extended warranty dept. No one called us ever. I asked to speak to a Supervisor in the Miami office and the service rep hung up on me. I called back and a Supervisor still wouldn't speak to me. She passed a message to the rep to have me call extended warranty. Finally the part came in. They came. It didn't fix the problem. I called the following week they said they ordered another part. Then the rep told me that once they look at the part and did a study then they would probably offer me a replacement TV. I called again last week. They said they were offering us a replacement and we would have an "Offer" in 3 - 5 days. Again, no one has ever called us. I called today... They offered us a replacement PLASMA TV for our LCD. If we had wanted a Plasma, we would have purchased a Plasma. The rep said OH since you are refusing this I have to send a note to them and now you have to wait 3 - 5 days for another offer. I asked how long and how many "offers" we are going to have to take to get our TV. We just want our TV replaced and want it now. This is Feb. 16, since Jan 4. This is very unacceptable and I would not recommend anyone using Brandsmart and their extended warranty process without thorough research into what you are getting. I realize that the underlying problem is why did an 11 month old TV break to this point when it is no where near the recommended display life, but their treatment of this problem has been totally unacceptable.
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