Consumer Priority Service CPS isn't worth the $ Brooklyn, New York

11th of Dec, 2011 by User131907

Customer purchased extended warranty for reconditioned HD television from CPS on 6/7/2011 for $55.99. Maximum coverage of warranty was $474.99, the purchase price of the television. Television started acting up a few months later. Claim for service was filed 9/27/2011. CPS denied the initial claim, stating that their records indicated customer was covered under the original manufacturer's warranty. Customer contacted the seller (recoupIT.com) and was told they only warrant products for 30 days. CPS finally acknowledged claim as valid 10/3/11 and provided instructions to proceed with claim. Customer paid $61.95 to ship defective television to CPS from Kansas City MO to Brooklyn NY 10/05/2011. Customer also had to provide credit card information to assure payment of shipping costs for return of repaired unit. CPS acknowledged receiving the television 10/12/2011. The confirmation stated an expected schedule of repair and return of television in 15-30 days. The notice also included disclaimers and warnings about possible reasons the unit would not be covered, i.e. intentional damage, water, power surge, dropping, etc. CPS notified customer that a "repair estimate" had been received 11/04/2011. When contacted, customer was told the unit's repair cost exceeded it's market value. The customer was offered a cash settlement of only $325, or CPS would replace with the same model when one became available. The hook was that CPS could not even estimate how long customer would have to wait for a replacement. "It could be a week, or it could be a month... we just don't know" the CPS rep said. Customer opted for the replacement. CPS again notified the customer that "a repair estimate was received for your unit" on 12/7/11. When contacted, CPS reiterated that there was no timeline available for a replacement unit. Customer contacted the original seller (recoupIT.com) to complain. The next day, CPS called customer and increased the cash settlement offer to $439.98, based on a listing of the same model of television on WalMart's website, though the unit was no longer available. Frustrated customer accepted the revised cash settlement offer 12/12/2011 and was told it could take up to two weeks to receive payment. CPS customers have no way of knowing if their equipment is truly irrepairable. To get the unit back, they must cancel their agreement with CPS, thus losing all rights to future claims. CPS fails to fulfill their agreement by replacing the defective unit, or providing the full value of the policy settlement to allow customers to replace it. The customer is responsible for all expenses incurred to get the unit to CPS. In short: CPS holds all the cards and the customer gets to hold the shaft if their warranted device proves defective. CPS offers only obstacles to resolving problems.

Track this Report 0 Comment | Post a Comment