First, my Apple Powerbook's hard drive just upped and died. Two years after I purchased the three-year $350 extended warranty I made my very first call to Apple Service. They couldn't find any record of my extended plan. Someone had misapplied my Extended Service plan to a 12" Powerbook instead of my 17" Powerbook. That was Friday. It took until Monday for Apple to recognize my warranty and let me talk to a technician about my problem. After trying a few diagnostic tricks, Apple sent me out a box to send my PB to one of their repair depots.
Then, the phone call. A technician found a "dent" on my Apple case and Apple decided to void my warranty due to "customer abuse." Not so fast, I went to law school, but perhaps more importantly, I didn't just fall off the turnip truck. Up the Apple chain of command I went and about 40 minutes and a half dozen intermediaries later, finally someone without a script said,
"Hey, we don't know if the dent caused the problem or not, but we think so. Tell you what Mr. Harris, we'll split the $975.00 repair bill with you. But we can't take a credit card, you have to send us a cashier's check before we will repair it."
Apparently Apple didn't just fall off the turnip truck, either.
One day later. I put a Linksys CD into my Sony Vaio to install drivers for my new Linksys Wireless Print Server. Nothing. The DVD-RW drive wouldn't have anything to do with the CD. The CD worked fine with my Toshiba notebook and the Sony drive wouldn't read any other CD's either. So for the first time since buying the Vaio 18 months ago, I call Sony pursuant to my $300 three-year extended warranty.
"Mr. Harris, there's no record of your Sony warranty, did you ever register it?"
"Yes I did, online, the day after receiving the notebook."
"That's no problem, we can register it now......oops, it says it's already registered."
"That's what I said, I registered it 18 months ago."
"Well, it's registered with no information, so I can't update it. I'm going to have to send it over to Contract Administration for manual updating."
"What about my broken computer?"
"Call us back in three business days."
So here I sit, two top of the line machines, two top of the line companies, two broken computers, two expensive extended warranties and two big fat ZEROS in customer satisfaction. Next time someone offers you an extended warranty, answer them with their own words when it's time to live up to their end of the bargain:
JUST SAY NO!