Justin sent a message to W. Craig Jelinek – President and Chief Executive Officer of Costco Wholesale Corporation email address that said:
Costco I have been a member for a long time and this is the problem my friend is having with your store and warranty. This is making you look bad, and I think you should know what I just read: This is a warning. If you buy phones at Costco and buy their replacement plan that says they will cover 4 new phones over the next 2 years, you need to know what they have been doing to our family.
We had 4 phones break since January and all of those replacements went fine. These were spread out over 3 phone plans. In August we had a 5th phone break from the 4th phone plan. This is when they started their attack on us. Technically we still had 11 more phone replacements available to us but they did not like this. They started demanding we send the phone in first - when the plan says they will send you a phone first to transfer data and that was how all 4 of the other replacements worked. They then sent us into "review" and we had to send in the phone first before getting a new phone. Then they sent an email saying they would not be doing the review and would send us the phone. Then we got 5 more emails saying we were in review again. We saved all we could from the phone and erased it and sent it back by UPS over 3 weeks ago. Before they had the phone back they had sent us another phone that we replaced all the data to. I called and made sure they had received the old phone - I was told they had. Tonight they emailed me and said they don't have the phone and will be charging me the total of the new phone! I called the number on the email and was told by the person who answered the phone that they couldn't do anything to help me. Now I have to make more phone calls all morning. Throughout this whole ordeal I have been on the phone with this company over 20 times and they can't even tell me or the phone guys at Costco why I was put through this. The manager at Asurion told me he couldn't even fix this problem. WTH!
I will not ever purchase another cell phone from Costco thanks to their protection plan. I hope this post will save someone else from this horrible outcome.
It is my suggestion that you deal with this issue, as this could become a marketing issue.
— with Lyn
Please clal her directly as this has been a serious and an on-going issue that has concerned Lyn for a while now.