Complaint Review: Cyber Test Inc. Sam's Club Warranty National Electronics Warranty

I bought an Averatec 3150H laptop from Sam's, and was foolish enough to buy an extended "warranty" for it. The modem went out, and per Sam's Club (National Electronics Warranty) warranty instructions, I sent it in to be repaired. A few weeks later, I got the laptop back, but the modem was still malfunctioning, so I called Sam's warranty number and arranged to send it back again, and did so. I got it back a couple weeks later, still malfunctioning, and I noticed that it had not even been restored with the restoration disks. So, maybe they did something to it, maybe not...you couldn't prove it by me. For all I know they may have received it, kept it a few weeks, and sent it back.

So, I called Sam's warranty number back and reported this, and they arranged for it to be sent back to Cyber Test. By this time I was aggravated having to send it back AGAIN, but what can you do?? I was once again out a computer, but I had no choice unless I paid to fix it myself. As mad as I was about being without the laptop AGAIN, I figured anyone can make a mistake, even if this blunder was huge.

So, once again, a few weeks later, I got the laptop back in. I DO know that SOMETHING was done to it this time because one, it had been restored with the restoration disks, and two, it looked like they had taken it and kicked it back and forth to each other across a dirty, gritty floor. I had no problem with the restoration, and in fact completely expected it and had backed up my data, but I was really aggravated about the physical damage that they had put the case through. Anyone who owns an Averatec can attest to how easy it is to scuff....I was fortunate enough to find this out on an Averatec forum the day that I bought mine, so for the nearly two years I had it I carried it in a custom made case and went to very, VERY, VERY great lengths to keep it in perfect shape. I even wrapped it in a towel if I left it unattended for any amount of time at all. When I sent it to these clowns at Cyber Test, it still looked brand new.

Well, when I got it back, I saw that it was extremely scuffed up, and it enraged me. So, I opted to get online and give them a sound chastising for that. I tried to log in, and the modem was still out of order. I checked and re-checked my phone line, and re-booted the machine twice. It took a while for it to really hit me that the thing was still broke!! I mean, I sat there thinking....NO WAY! So, still not grasping this fully, I called Sam's warranty number again to report this, absolutely enraged, having been put out of the use of my laptop twice already totalling weeks of time, and I wanted to know just what the hell was going on!!

Now, I want to state that the modem went from working fine to out immediately when it went out. I went through extensive "testing" with my ISP, taking this laptop elsewhere to try and bringing in another to test where I used this one to test my line, I when I talked to Averatec Tech Support, they assured me that it was the modem. (I knew this after testing my line, PLUS knowing that there was NO POSSIBLE software /trojan /virus /adware problem). This had been extensively checked every which way possible. That's not a big deal anyway because they simply returned it to me twice still screwed up, but I just want to state that I did not just jump up and send it in at the first sign of trouble. I actually worked with my ISP and Averatec Tech Support a few hours first.

OK, so now I called Sam's warranty number, and I start really railing, telling them about it. The guy is looking at notes that told him what had been done, kinda reading out loud, kinda to himself, and he tells me "Well, they restored it...", and he mumbled something else. I asked "What?", to which he replies, "They restored it with the restortaion CDs.", and I said "I know that". I said, "I could see that they did that, but what did they do to the modem? Are they claiming that they replaced it or that they "fixed something?" Now, you are gonna LOVE this: he says, "Well, they restored it and sent it back", to which I STILL couldn't truly grasp, wishing that he would just tell me what they tried to do to fix it. I have a hard time believeing that people could be THAT stupid, and I couldn't grasp that they ONLY restored it and sent it back!!

When it finally hit me that was all that they did, run those few little CDs through it, I hit the roof! I could NOT BELIEVE that!! I mean, we are talking months versus weeks by now of my laptop being out of my possession to get "repaired", and this guy tells me that they simply ran those CDs through it and sent it back!! I freaked out...hell, I coulda done that (and have!!). I was, and still am, flabbergasted! To think that was all they did was bad enough, but I wondered what the hell they did to scuff the case up so bad on the backside of the screen! I still don't know, uless they sent me back someone else's beat up junk (I didn't check the SN. For all I know, one of them may have had an Averatec and maybe he wanted that mint condition case that I had so carefully preserved!).

With no choice left, and knowing that I had to do so if I wanted it ALL fixed (the modem and their abuse of my case), I HAD to send it back. I did so, making it WELL KNOWN what needed to be done, both in writing and by phone. I raised all kind of hell with Sam's warranty service number, and the lady I was speaking to then assured me that "she would put in a 'complaint'". Yeah, I bet...if they cared they wouldn't use Cyber Test. Must be some kickback system in operation.

So, here I sit....I sent it in on December 1, and as of December 16, their online status report says that it is being "tested". Nothing that they could do would get the time back, and if they sent it back today with a perfect modem and a perfect case, I couldn't get the time back. However, it seems to me, especially after seeing the other Rip Off Reports on these people that I am expecting far too much. I guess that I will wait and see, mainly because that is my only option!

Now, had I seen the Rip Off Reports before I sent it in, I would most likely have had no choice anyway except to send it in or pay to fix it myself. In hindsight, I would do that if I could now simply because at least it wouldn't have gotten all beat up on the case. Can you imagine babying something FOR TWO YEARS to keep it in IMMACULATE SHAPE, only to have some moron beat it all to hell in back in a couple days?!?! Yep, in hindsight I would have paid for it on my own.

My advice to you is, unless Sam's Club/N.E.W. start using someone else to repair their devices, DO NOT USE THIS WARRANTY SERVICE!!!!! If you need an extended warranty, buy your equipment somewhere that uses another service!! And, BY ALL MEANS, NEVER, EVER, EVER send something in to Cyber Test on your own to have it fixed!! If you do, I can ASSURE YOU that you WILL MOST DEFINITELY regret it!!!!

In short, do whatever you possibly can to steer way, WAY clear of Sam's Club warranties/N.E.W./Cyber Test, or you will definitely regret it!!!

Bubba
Kentwood, Louisiana
U.S.A.