Camping World refuses to honor Replacment Plan

[jcthorne]

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.

[jcthorne]

Redundant post

[All58Parks]

I had a similar situation at Best Buy with a large screen television, with the extended warranty. They replaced it with the next model up, since there were no similar models. Free of charge, with a smile even.

[phnguyk]

Dashonthedash wrote:
As you state, "at Our sole discretion, reimburse you for replacement of the product". The OP CANNOT replace the product for the amount of the refund, since the original product is no longer available, and the nearest equivalent replacement is more expensive; therefore, they have not honored the contract.

X2

[Rollnhome]

Dashonthedash wrote:
As you state, "at Our sole discretion, reimburse you for replacement of the product". The OP CANNOT replace the product for the amount of the refund, since the original product is no longer available, and the nearest equivalent replacement is more expensive; therefore, they have not honored the contract.

You have totally changed my mind. There is no mention of cost, only replacement with similar product no mention of cost of similar product

[Community Alumni]

"...or, at Our sole discretion, reimburse You for replacement of the product"

Reimbursement for a replacement isn't the same as refunding the buyer the cost of the unit. In this particular case, since the unit is no longer made, he should be reimbursed for the cost of acquiring a similar unit. Either way, CW weaseled out, in my opinion.

[Dashonthedash]

As you state, "at Our sole discretion, reimburse you for replacement of the product". The OP CANNOT replace the product for the amount of the refund, since the original product is no longer available, and the nearest equivalent replacement is more expensive; therefore, they have not honored the contract.

[Rollnhome]

Replacement Plan: If You purchased a Replacement Plan, in the event of a claim, We will replace the product with a new, rebuilt or refurbished product of equal or similar features and functionality or, at Our sole discretion, reimburse You for replacement of the product. Upon replacement of a product, We will have no further obligation to replace the product and You will not be entitled to make any further claims for its replacement.

[I_am_still_wayn]

Why oh why can't Camping World behave like any half witted consumer organization? This is another example of their total contempt for their customer. Why oh why do we still patronize such an organization?

[RVhiker]

As often as model number changes occur in electronics, if CW's "Three Year Replacement Warranty" disallows replacing with the current and maybe more expensive model then the replacement warranty is useless, and should be re-named "Three Year Money Back Warranty".

[Community Alumni]

Am I the one here with poor reading comprehension? I didn't see where the OP stated the warranty gave CW the option to refund the cost of the unit instead of replacing it with a similar one.

I also find it very insulting on the part of CW not to refund the OP for the cost of the warranty when the company didn't even bother honoring the warranty claim.

[Rollnhome]

The terms are replacement or refund at CW discretion. However I think they made a bad customer service mistake by not replacing.Clearly shows CW is looking out for CW not their "club members"

[dbbls]

gemsworld wrote:
The OP got jerked around by CW.

What is so hard to understand about "The warranty terms clearly spell out the unit is to be replaced with a current unit of similar features at CWs discretion."? If the same unit is no longer available, CW is obligated to replace it with another unit with similar features, regardless of much a similar unit costs.

X 2

[Community Alumni]

The OP got jerked around by CW.

What is so hard to understand about "The warranty terms clearly spell out the unit is to be replaced with a current unit of similar features at CWs discretion."? If the same unit is no longer available, CW is obligated to replace it with another unit with similar features, regardless of much a similar unit costs.

[ScottG]

OTOH, I bought a "Life Time" battery from Shucks auto parts many years ago. When it eventually failed I took it back and they told me they didn't sell a LT battery anymore so they would give me the best battery they had. Over the years I went back and got two more replacements under the LT warranty and they never gave me any trouble over it. This was all in spite of the fact that they didn't even deal with the same manufacturer any more and they were giving me these battery's at a loss.
CW should not make an offer they aren't willing to stand behind.

[tplife]

Yes, CW met the terms of the agreement. The solution was to pay the $105 for the 7720 since the 7710 level is not available - not their fault whatsoever. The warranty contract promised the same or similar equipment, which is no longer available. No court is going to ignore the boilerplate in the warranty contract. Next time skip the extended-warranty plan (Consumers Union nearly always recommends against these) and buy your stuff using the Amex card. Keep the receipt, sales order and warranty form and it doubles your warranty (up to 5 years). Costs nothing and works great - we've used it for an Internet Samsung PN59D8000 flagship plasma and got free repairs to the Bluetooth transmitter including in-home parts, service and labor.