Sam's Club online - The Rival Company White Mountain Freezers

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Next Complaint

# 13 for May 16, 2003

Complaint Repair received the following on May 15, 2003:

From: Machinery Parts Midwest [machineryparts@sbcglobal.net]

RE: Sam's Club online - The Rival Company White Mountain Freezers - poor service experiences

Classic customer NO SERVICE from Sam's Club online and White Mountain Freezers "The Rival Company". Rather than retype all of this, I'm send a copy of my last letter to Sam's and Rival.
--------------------------------------------------------
I purchased an ice cream maker
online last December as a Christmas gift for my wife. About a month ago we attempted to set it up and discovered a defective part. I emailed you and asked how to proceed and the reply was to contact the manufacturer and get a replacement part. I contacted the manufacturer and ordered the part and was told it would be shipped to my address. Two weeks later after not receiving the part I called them again and was told the order was lost and they'd send out the replacement that day.

That was a week ago today. I called them today and was told they can't ship the part to me because the computer does not list a price for the item ?????? I guess they've never had to ship a replacement part before !!! Wait , this gets ever funnier. I called Sam's Club and described the problem and asked if I could exchange this ice cream maker for a new one. The answer was an amazing "NO". I'm told I have to go through the manufacturer, you know, the one who can't sell replacement parts !!!!!!

Then, I asked to talk to a supervisor and was put on hold "forever" when the person came back on I was told there was no supervisor there and was promised a call within 4 hours ...which has long since come and gone. I WANT Sam's club to either replace this unit or have the manufacturer send me the replacement part. Below is all the information you may need in order to get the job done.

First, here is the phone number for White Mountain Freezers "The Rival Company" 800-343-0065. The last customer assist number I was given was 2016773, the first was 2002510. The model number is F69206 the part needed is the "INNER DASHER" which is part number 9 in the parts list, but they already have all the information, they just need a little shove from someone with a little more clout than this mere lowlife customer. To follow is the email receipt of purchase and earlier email to Sam's.

NOTE: I would like to have a supervisor sign the response to this email.

Joe Hart
5-15-03
--------------------------------------------------
The following is a reply to a message sent to Sam's club on 4-11-03 , note the date on the reply !
-----------------------------------------------------
-----Original Message-----
From: "Sam's Club Member Services"<esamssc@homeoffice.wal-mart.com>
To: "'ftpkc@go.com'"<ftpkc@go.com>
Date: Thu May 15 12:22:11 PDT 2003
Subject: Response from Wal-Mart Stores, Inc. (Ref #000000003773331)

>Thank you for your message.
>
>We apologize for any inconvenience, but this item is not offered in the
>local SAM'S CLUBS for exchanging.
>
>
>
>
>For further correspondence regarding this issue, please reply to this
email.
>
>
>----Your Original Comments Were----
>
>On the following order for an ice cream maker , purchased as a >christmas present....We opened this to make ice cream this weekend to >find that the part called a "Dasher,Outer with Scrapers" is defective.
>Should I take the whole unit back to Sam's or try to get a new part >from the manufacturer ?
>-------- ---------- ------
>
>Order - 001394634
>
>Bill To:
>JOE HART, 400 N.E. COLONIAL CT LEE'S SUMMIT MO 64064
>
>Payment Method:
>master card, XXXX XXXX XXXX 5671, 08/31/04
>
>
>
>Shipping Address: KCstore
>
>
>Item: 3 yr. Service Agreement - Products Under $200
>Qty: 1
>Item Price: $ 13.99
>Item SubTotal: $ 13.99
>
>
>Item: White Mountain Ice Cream Maker
>Qty: 1
>Item Price: $ 159.98
>Item SubTotal: $ 159.98
>
>combined item(s) total $ 173.97
>combined shipping $ 8.56
>tax $ 13.40
>combined order total $ 195.93
>
>Thanks again for shopping samsclub.com!
>
>Phone Number: 816-478-3847

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