Camping World refuses to honor Replacment Plan
I just spent the last 3 hours dealing with a very frustrating situation at the Camping World Katy, TX location and a refusal to honor a CW Replacement Plan on a GPS unit I purchased.
Sept of last year (2012) I purchased a Rand McNally RVND 7710 GPS unit from the Camping World store in Nashville TN while I was on vacation there. The unit was on sale for a good price and I had wanted one for some time. Was suggested to purchase the 3 year replacement plan so that if the unit failed, CW would replace it at any CW store. Good story and sales pitch if it were true.
I went online when I got home from the trip about 2 weeks later and registered the warranty.
Last weekend the 7710 locked up and died. Will not restart. Completely dead.
Today I drove out to Katy to exchange it. Figured I could do this on my lunch hour and would be an easy exchange. Not to be.
Upon arrival, they informed me they had to 'process the claim with the warranty group' and it would take a while. After several minutes, the associate handed the phone to me. The claims agent had no record of the sales receipt. I had the receipt and the registration confirmation as well as the contract printed online with me. Store had to fax the receipt in. After an hour of waiting and discussion, it was determined the Katy store did not have a unit to replace mine with. The 7710 had been discontinued. I told the clerk that either the current model 7720 or the similar Magellan 7" unit would be acceptable, which ever they had.
I was informed that since the current retail price of the 7720 was more than I paid on sale, I would have to pay the difference and the current cost of the new warranty and $15 shipping to send it to me. I was sort of ok with the replacement warranty cost and the shipping but not the $105 for the replacement. The warranty terms clearly spell out the unit is to be replaced with a current unit of similar features at CWs discretion. The associate refused to honor the terms. No manager was available so she called the store manager who also refused to honor the replacement plan. He told the clerk to issue me a CW gift card for my original purchase price less the warranty cost.
I declined and stated that if CW had no intention of honoring the replacement plan, I had not intention of purchasing a replacement from CW. After another 15 minutes of debate, the manager was again called and told the clerk to refund the original purchase price less warranty cost to my credit card.
I again said this was not the terms of the warranty and tried to point out the terms in the contract. I was informed that it did not matter what the paperwork says, they will only refund my credit card the amount paid, less cost of the warranty which is not refundable.
As this had gone on for 2.5 hours at this point and I needed to get back to work, I allowed them to process the refund and said I would take it up with the corporate office.
This was not at all the way I was expecting a long time member to be treated nor they type of mismanagement I expected to see.
I hope someone in CW management takes this up and makes it right.
Sept of last year (2012) I purchased a Rand McNally RVND 7710 GPS unit from the Camping World store in Nashville TN while I was on vacation there. The unit was on sale for a good price and I had wanted one for some time. Was suggested to purchase the 3 year replacement plan so that if the unit failed, CW would replace it at any CW store. Good story and sales pitch if it were true.
I went online when I got home from the trip about 2 weeks later and registered the warranty.
Last weekend the 7710 locked up and died. Will not restart. Completely dead.
Today I drove out to Katy to exchange it. Figured I could do this on my lunch hour and would be an easy exchange. Not to be.
Upon arrival, they informed me they had to 'process the claim with the warranty group' and it would take a while. After several minutes, the associate handed the phone to me. The claims agent had no record of the sales receipt. I had the receipt and the registration confirmation as well as the contract printed online with me. Store had to fax the receipt in. After an hour of waiting and discussion, it was determined the Katy store did not have a unit to replace mine with. The 7710 had been discontinued. I told the clerk that either the current model 7720 or the similar Magellan 7" unit would be acceptable, which ever they had.
I was informed that since the current retail price of the 7720 was more than I paid on sale, I would have to pay the difference and the current cost of the new warranty and $15 shipping to send it to me. I was sort of ok with the replacement warranty cost and the shipping but not the $105 for the replacement. The warranty terms clearly spell out the unit is to be replaced with a current unit of similar features at CWs discretion. The associate refused to honor the terms. No manager was available so she called the store manager who also refused to honor the replacement plan. He told the clerk to issue me a CW gift card for my original purchase price less the warranty cost.
I declined and stated that if CW had no intention of honoring the replacement plan, I had not intention of purchasing a replacement from CW. After another 15 minutes of debate, the manager was again called and told the clerk to refund the original purchase price less warranty cost to my credit card.
I again said this was not the terms of the warranty and tried to point out the terms in the contract. I was informed that it did not matter what the paperwork says, they will only refund my credit card the amount paid, less cost of the warranty which is not refundable.
As this had gone on for 2.5 hours at this point and I needed to get back to work, I allowed them to process the refund and said I would take it up with the corporate office.
This was not at all the way I was expecting a long time member to be treated nor they type of mismanagement I expected to see.
I hope someone in CW management takes this up and makes it right.
