Consumer Priority Svc

I am one of many people that purchased a Samsung TV and after just over a year the power supply went out. This is another whole story. I have a In-Home Extended Service Plan with CPS, Consumer Priority Service. I called them Monday November 23, 2009. The customer service person took my information to file a claim. I thought I asked all the right questions, this being my first claim with them. Not one time did this person ever tell me they needed the sales receipt and copy of my membership card. I received a email requesting this later that evening. Of course I sent it in and waited for a call or email telling me when a service person would be out to repair my POS Samsung. I called today 11-25-2009 and asked about the status of my claim. The person told me I would receive a email telling be the next step. NEXT STEP good grief....just call a repair service company and have them come out and fix my TV. So I get a email asking me for a credit card number. NO where and I mean no where does any of their paperwork or website mention about this STEP. Shame on this company to not disclose this anywhere in paperwork or on their website. They do mention on their homepage "Rapid Claim System" If this is rapid I would hate to see slow.

I talked to their Department Manger "Ralph" he gave me a lot of "I Don't Know" he didn't even have a phone number to call his supervisor. I wonder who he calls when he is sick or really needs help from him? All I received from him was "every one has to give us a credit card" I requested a refund on my policy and he didn't know who I needed to talk to or how I went about getting it. When I asked Ralph about why don't the CS person tell us on the first phone call they need the sales invoice and membership number, or anything about giving them a credit card number. His words were" they don't know all the steps it takes to make a claim" WHAT? I would think it might be helpful if they would know that. Bottom line, he was no help at all and he just had a lot of "I don't know" even when I asked the question is there someone else I can talk to that would know? NOPE he didn't know that either. Customer service was at a -9!

It's a shame that companies are allowed to not disclose all the steps to file a claim up front. So be careful if you decided you want to do any business with this company.

Posted 11/26/09 | Report Abuse

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My brother had a Apple Mac PowerBook 17'' that came with 1 year standard apple care. He bought an extra 2 years and he was glad he did. He ended up sending it in to apple at least 4 times, with the last time happening at the end of the 3rd year. A couple of things they did was replace the internal fans, replace hard drive, replace OS discs, and cleaned the internal components. He said it was worth it in the end.

Edit: all of the above services were free of course (he took it to a physical apple store when he needed service, so no shipping costs)

Posted 11/11/09 | Report Abuse

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Let me begin by saying CPS is clearly the most professional and reliable service company around. I had to use CPS warranty to cover my KDF-70xbr950. My TV had a big line down the middle blocking of the screen. They really went the extra mile for me and were very accessible when I needed them the most. The problem began on Thursday and sure enough I had a bunch of friends and family coming to watch the 49ers game on Sunday. CPS made special arrangements to have a service man come out on Saturday and lick the problem.
The personal service that I got was worth every penny and then some. They constantly followed up with me to make sure I was taken care of. Again I was really impressed how personally their service reps got involved and actually cared about resolving my problems inside such a restricted time frame. These people care about their customers and their reputation. Thats the kind of service that makes a company who they are. I would personally like to thank Dave and Andy for their jumped on this problem as if it was their own TV. Bravo on a job well done, keep up the great service.

Posted 10/21/09 | Report Abuse

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I had to use my CPS warranty service for my Frigidaire dishwasher. The unit I have was making all sorts of loud noises and then shutting down on me. The service man was nice enough to come over at night when I got home from work. I was very pleased with the response speed from consumer priority service. I called in my problem on the 24th, and the local servicer was there the following night handling my repair. Turned out one of the spray arms was broken and needed to be replaced. Everything was fixed perfectly and Im glad I purchased the warranty. In the past I've found that most repair shops are difficult to deal with, and thats why I started buying warranties for any major equipment I buy. I dont have the time to deal with these units and just need them taken care of if I have problems. The dishwasher is in good working order and I have no complaints. I would definitely buy CPS warranties on future purchases.

Posted 10/07/09 | Report Abuse

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I had a problem my gas BBQ. It would not fire up; something must have been blocking the gas that was feeding into the burners which would not allow it to light up. The igniter was shot as well. I called Consumer Priority Service since the unit was still under warranty, they performed trouble shooting steps with me over the phone and determined that I would need a service call. A service man showed up 2 days later and repaired the issue on the spot. He was well stocked with replacement parts in his van and replaced the igniter and one of the burners that caused the blockage. I cooked for 12 people later that week, BBQ works perfect. Thanks CPS for a job well done.

Posted 09/17/09 | Report Abuse

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Consumer Priority Service handled my claim in a quick and professional manner. I explained to them the multiple problems I was having with my Canon Digital Rebel. They fixed the camera in 2 days and sent me a detailed report of the work that was performed. They also sent me a sheet that shows all of the tests that were performed along with a copy of the symptoms I provided. I cant ask for better service, quick and easy and everything functioning perfect like the day I first purchased it.

Posted 09/15/09 | Report Abuse

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I was not able to receive video through my HDMI port. Consumer Priority Service dispatched an authorized technician to my home the following day and fixed the problem. I appreciate the quick service and response time. The technician was able to work around my schedule and come early before I went to work. Overall this was a very pleasant experience, I will definitely recommend them. A special thanks to Jim and Susan for working with my schedule and following up with me.

Posted 08/27/09 | Report Abuse

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