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April 11, 2005 08:55:19
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HSN--Friend or Foe?
Marty Nealon
HSN Executive Appeals April 10, 2005
PO Box 9090
Clearwater, Fl 33758
Dear Ms. Nealon:
I need your assistance. I have had the most horrendous experience with regards to the extended warranty purchased through HSN for my Gateway computer.
I purchased this product December of 2002 through HSN, order #5412911758 which included: a keyboard, computer, monitor. wireless mouse, printer/scanner/copier combo and an extended warranty (#R4156220). The system worked well for the first year and a half. Going into the second half of the second year, the first component to breakdown was the printer/scanner/copier combo, some time in August of 2004. We were told by your HSN warranty company to pack it and ship it to Tele Dynamics in Middletown, NY at our expense. First of all, we paid HSN the higher price for the in-home extended warranty; we believed that there--the home-- was where the service should take place. Nevertheless, we got the thing ready to be shipped, only to learn that UPS wanted almost a hundred dollars, which was more than the same model Lexmark brand new would cost. That seemed a little silly, even for HSN or their warranty company, since they would have to fix the machine and return it to us, probably via UPS, the total cost of which would be two or three times more than the thing was worth. What, were these people in business to go out of business? Something was wrong. We never shipped it out, because we were afraid we would never get our money back from a company that would conduct business in such loose fashion. That much money would be better spent on a new printer.
We were right not to spend that money to ship the printer out, because the next thing that fell apart was the wireless mouse. That was in September of 2004. We called the HSN’s extended warranty company again and told them about the problem we were having with the mouse. After conducting several tests by phone, we were told to go out and purchase a new wireless mouse and they would reimburse us up to a certain limit. All we had to do was fax a copy of the receipt and they would have a check in the mail to us right away. So we did as we were advise. My husband rushed out and purchased a new wireless mouse, faxed a copy of the receipt to the fax number we had been given, and called up to make sure the faxed copy had been received . They said they had received it. That was done on January 4, 2005. After waiting for the check that “would be in the mail” for a couple of weeks, we began to call...weekly, to no avail. We have not received that check to this date (April 10, 2005), neither from HSN nor its extended warranty company.
The computer itself started giving us noticeable trouble in early October about the same time as when the mouse went out. It was running hot. In November 2004, we felt we had to do something about it before more damage was done. We again contacted the HSN’s extended warranty company. This time they attempted computer diagnostics with my husband over the phone. (He, my husband, by the way, builds websites and is quite familiar with the jargon, etc.) They went through several series of testing with him, kept my husband on the phone for almost an hour. They were unable to correct the problem, however, and finally gave up. But the darnedest thing was, they didn't think the heating of the computer meant very much, and they would have left it that way but for my husband's insistence that something be done.
They then told my husband to select from a couple of computer repair technicians, place the call to the one closest to him and set an appointment. He did so. This took another 2 weeks. Repair technicians wanted no part of this warranty work. The tech that finally came out took the computer with him. He kept it for several days before returning it saying he was unable to fix it. He thought the problem was the motherboard, adding that, “when the motherboard goes, damage may be done to every other part of the computer.” He did not think the computer was salvageable. He also said that he let the people at the HSN extended warranty company know as much in his report. We called HSN’s extended warranty company once more. This time they told my husband to pack the computer in the Gateway box in came and have it ready. They were sending UPS out. We were given a date and time that they would have UPS pick up the computer to ship to their repair center in New York. They received the computer in their office on 2/17/2005. No less than five occasions we have placed calls to this HSN extended warranty office in New York to followed up on the progress of their “evaluation” of the computer and resolution of our claim, 3 times with HSN and at least one time to Gateway. To this day, we have no resolution. In fact, the evaluation has not been completed. (I did mention that my husband builds websites – this has been a hardship.) Your staff at HSN is sympathetic to a point, especially after I reminded them that I paid HSN for the warranty, not any Extended Warranty Company. Had I realized this warranty was not through Gateway (a reputable company) and not in-home servicing, I would not have purchased the package at all. I would have dealt with one of the hundreds of local dealers who survive by their reputation of excellent service! All I get from you guys are promises: the evaluation will be done by such and such a date, a determination will be made, someone will call you back. etc.
These promises are coming from supervisors. Not one Supervisor has called us back as promised to discuss the final disposition of this claim – neither from HSN nor the HSN extended warranty company. I expected more from your staff. The warranty company has put us off each week “by next Friday…..” ; I believe that to be the standard response in their script. Finally they told me the reason they have not looked at my computer since February 17, when it arrived is because they were in the process of moving. I guess I’m now suppose to believe this story or even care whether or not it is true. There have been too many lies and broken promises.
Ms. Nealon, I am a Supervisor for one of the largest communications companies in the country. If we treated our customers this way, we would not have gained the stature we have in such a short period of time. Bad news travels fast. Your competitor QVC has a good reputation from what I hear. What could I possibly say about HSN after this experience? I’m only one customer that is true, but I belong to an up and coming nationwide online business directory called City America. My husband and I have purchased rights to build out the websites for 3 cities including Miami. As a community service, we have a forum, dedicated space for consumers to air grievances, and share experiences and recommendations. If we cannot expect redress from you, our next step is to start looking for reparation elsewhere. One avenue is to publish this letter on my husband’s web site, www.cityplainfielddirectory.com.
Tomorrow I will upload this letter to two web sites, under the heading of “HSN--Friend or Foe?” controlled and operated by my husband, the afore- mentioned web site and www.citymiami.com. I will wait a week or so before uploading to other City America sites. But, make no mistake, eventually this letter will go up on two other websites, controlled and operated by my husband, in Cherry Hill, NJ and New Brunswick, NJ. And they will run until I get some results. These sites are affiliated with City America, which is made up of more than 300 websites and growing, and associated with thousands. HSN should know that millions of surfers visit these websites, and, if this is the only way we can have our satisfaction, so be it. But I will not stop here; Channel 9 is next.
I don’t want to go through all this. All I want is my equipment fixed or replaced. Please help me to restore my opinion of HSN--and Gateway Computers. I expect a new computer, a fully restored computer or my refund for that computer by the 21 of March. I also expect the money I spent on the mouse, and a new printer without laying out more money that I will not get back. I would appreciate your assistance in expediting this matter. You can reach my husband, William, or me at 1-732-419-9473.
Sincerely,
Cheryl Morgan
P.S. Though it took a while, I finally have my computer back now, but I do not have the check for the mouse, nor the money for the printer.
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March 24, 2005 09:59:26
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Insurance Company Complaint
Lincoln Heritage Ins Co
Marsha Baer
4343CamelbackRoad
Phoenix, AZ 85018
I received the check you sent, but I must tell you, I am very disappointed. I really expected more than the return of the premiums I paid for this policy. Eighty dollars and seventy-seven cents a month purchased $5,000.00 of life insurance coverage for my husband. When he died April 27, 2004, it was my impression that I would receive a check for $5,000.00 within a couple of weeks to bury my husband. That is why I purchased the policy--to bury my husband. First of all, it was not until September 8, 2004, five months later, did I get a check at all. When I did receive that measly check, I realized that I allowed you to send it to me out of frustration. I was simply tired of going over the same things with you day after day. But I want you to know that I have not cashed that check, and, after thinking about it, will not cash that check because something seems awfully wrong with the way you do business.
Number one, I am not satisfied with your explanation as to why I was not entitled to the five thousand dollar benefit to bury my husband. You offered the following statement, “in bold face type…just above the applicant’s signature line,” and I quote:
I have read all questions and answers. I affirm that they are true to the best of my knowledge and belief. I understand that the company will rely on my answer above in issuing any life insurance hereunder and the agent does not have the authority to waive or modify any question or answer.
(Frankly, I think this is a cop-out statement: it indicate that all other answers my husband gave on the application meant nothing.)
When I talked to you by phone you said that my husband did not disclose his heart condition on the application. That simply is not true. The copy of the application that you returned to me clearly shows that the condition was indeed disclosed. It was written out in plain English in the appropriate field on your own application. Now, I understand, that you insurance people don’t always speak the same language as the rest of us, but I’m pretty sure that even you saw and understood that information included in the area you provided.
Secondly, in your investigation of my claim, you enquired about the doctor who treated my husband for the blood clot in his leg. Although I was happy enough to provide the information to get this claim settled, that should have had no bearing on my claim settlement. My husband incurred this condition (blood clot in the leg) just three months before he died. That was a full four months after the policy was issued. From all I can understand, that could not be considered a preexisting condition.
Furthermore, after researching the legality of preexisting conditions, I further understand that if a policy is issued on an individual with a preexisting condition that would not have precluded his obtaining such a policy, the benefits would be payable as though the condition did not exist, according to the terms of the policy. Also, if a policy was issued on an individual with a preexisting condition which would have precluded his obtaining such a policy, and the individual had not been diagnosed with and had no knowledge of such condition, and died of other causes, benefits would be payable as though the condition did not exist, according the terms of the policy.
I think I’m entitled to the full death benefit of my husband’s polity. The death certificate states that my husband died of a natural disease. If that is true, then, there was no particular condition that caused his death. The immediate cause, however, was Myocardial Infarction. I must admit I don’t know what that means exactly, but I do know that it makes declining my claim for a specific condition that I did not disclosed, or one that is not covered, not in agreement with the death certificate and the terms of my husband’s policy. As I said before, the heart problem was clearly disclosed on the application. So, if my husband was not entitled to this policy, or died of a condition that was not covered by this policy, in either case, I would appreciate your letting me know the name of that condition: What I read or did not read has nothing to with the resolution of my claim as far as I can see.
I know you would agree that I have been very patient with the handling of this claim. I’ve given you every opportunity to settle it fairly, and that is only what you promised you would do. Well, my patience is running out. You have two weeks to resolve this dispute satisfactorily. If I do not hear from you within that period of time with a satisfactory resolution, I will turn this whole matter over to my lawyer, who is also my son, and you will have to deal with him thereafter. Hope to hear from you soon.
Yours Truly,
Laura Brown
Cc: Raymond A. Brown, Esq.
Edited by admin on 24/Mar/2005 10:02:58am
Edited by admin on 24/Mar/2005 10:14:06am
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January 7, 2004 08:58:28
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