Free laptop + $200

Customer service representatives all over the world have been redeemed people.

A little while back, I wrote about my laptop being completely screwy. Long story short, I bought the extended warranty plan through Sam's Club in June 2006. I started sending off my laptop for repair in January and the process repeated three times.

Back and forth. I was told there was no problem with the laptop. The problem is still there.
Back and forth. I was told that the keyboard was replaced (which I doubted since normal wear and tear was evident). Now the keyboard is ultra sensitive and when I type it lloooks liikee ttthis. Plus, the problem is still there.
Back and forth. Ahhh, here's the problem, we spent a long time with the laptop and replicated the issue. The keyboard is replaced. The problem is still there. Oh, and now it's April and I've been without my laptop for the majority of the time between Jan - April.

According to the service agreement, if repairs have been made three times for the same problem, Sam's Club will replace the product or refund you. I called about this little lemon policy.

Here's what the warranty peeps said, "I will be happy to send you another box so MicroMedics can assess the computer again and fix the problem."

uh????????

Me: "So I have to send it out a fourth time?"

"Yes, and if it's not fixed this time around, it will be sent back to MicroMedics a fifth time for a diagnostic."

uh????????

"And then we'll assess the damages and either replace the product or give you a depreciated value in the form of a check."

uh????????

I admit that I gave up. I told Craig to call the warranty number and not be nice (or at least not as nice as I was). He called and talked for quite a while and the result ended up being the same as mine, however, he did make them work a little harder. Sometime during the conversation, the representative mentioned taking the laptop back to Sam's to see what they could do for us. (this was, by the way, what Craig wanted to do from the beginning, but we had to follow the process.)

So off to Sam's we go, loaded with my documented "repair" paperwork. The first Sam's we went to was happy to help, but never carried my particular HP model. A store across town did, and it was recommended we go there. The wild chase has begun.

Last night, we were helped by the most wonderful assistant manager. She was helpful and not only offered to replace the laptop, but refund the difference if I chose a laptop that was lower in price. WOW! I didn't expect this type of service.

Now, I not only have a brand new laptop, but it has more RAM and ROM, all the new fancy settings and a $200 gift card to Sam's.

Now that's customer service. Almay should take a lesson from Sam's.