MASTER SEAL PRODUCTS - GUARDIAN PRODUCTS RIPOFF REFUSED TO HONOR WARRANTY CLAIMED NEVER GOT PAPERWORK WE HAVE RECEIPT FROM POST OFFICE HICKORY North Carolina
We bought a leather sofa from local department store (Boscovs)in November 2003. We also purchased a package that that protected against many things that can happen to leather.We noticed that the leather was cracked and that this was covered by the warrany.We contacted Master Seal on March 24,2006.
Master Seal requested a copy of my original invoice.This was sent on 03/24.I was told to follow up in a few days.On 03/31 I contacted them and was told they had no record on my invoice arriving.Again I was told to follow up in a few days.
Suddenly I received a E-mail telling me my claim would be cancelled as I failed to provide an invoice copy.Next day I went to the post office and sent a second copy by registered mail which showed it was received on 04/07.
At this time I again called Master Seal and told my claim was cancelled as I failed to supply the invoice copy.They became very hostile and blew me off. I tried going thru Boscovs and was told it is not their problem.
Dale
MARLTON, New Jersey
U.S.A.
1 Updates & Rebuttals
Michelle
Hickory,North Carolina,
U.S.A.
Invoice Submission
#2Consumer Suggestion
Wed, July 05, 2006
All Guardian (Masterseal) warranties have the following validity requirement written into the warranty "To qualify for this limited warranty, the customer must... Provide the original sales receipt or other proof of purchase acceptable to Master Seal along with the warranty certificate to qualify for service, repair or replacement." This process is required with the first initial claim placed by the customer. Once the invoice is verified and validated, it will automatically attach to any subsequent claims in the future.
Due to the necessity of this information to the claims process, we utilize the RightFax system. This system automatically takes incoming data and converts it to a TIF file that is reviewed internally and attached to an associated claim. With this system in place, loss of information due to a "paper trail" does not occur.
To further ensure that the invoice is attached to the appropriate claim, the customer service rep will instruct the customer to attention their fax to their Guardian issued claim number by writing this information directly on the invoice they are submitting. If the customer does not notate the claim number on the invoice it can not be attached to the correct claim for further processing. We further instruct the customer to return a call within 48 hours to ensure that the invoice was verified and validated. This prevents any further delay in the claim's processing, and allows us to service the customer in a timely manner. As our industry deals with stains and damages that worsen over time, we must set time frame requirements to ensure the best possibly solution to servicing the customer.