Complaint Review: American TV and Furniture - Madison Wisconsin

I work in the call center at American. First I want to say that it would not benefit any company to lie about something it sells and if they did they would not be in business long. American is has been around for a long time and going strong. When customers call about stain safe we in the call center try to clear up some things about the warranty. Maybe the sales people could gain from hearing things that we have to clarify for customers. The first thing we explain is that the call to the Stainsafe Company needs to be made with in 5 DAYS of the damage to the upholstery, tears, stains, burns. Stainsafe is not a furniture cleaning company. If a customer says the stains happen over time it will void the warranty on that complaint. The warranty is still good for the duration of time usually 5 years. So maybe this stain was reported wrong. I can agree it could be annoying what is expected but that is the way to get coverage. The warranty is like car insurance, it needs to used that way. If you were to get into an accident with your car but reported it months down the line your car insurance company would reject that also. If your alternator went out on your car it would not an insurance problem, it would be something that a repair shop would have to take care of and you would pay out of pocket unless it was still under the manufacturer warranty. The reclining mechanism breaking on your sofa would not be a problem for Stainsafe, it would a manufacturer warranty problem with the manufacturer it if is still under warranty. I have seen plenty of furniture recovered or even replace over time by the Stainsafe Company with out any problems. Their warranty does cover color rubbed off clothing to the fabric or leather, it may have been called in to long after it happened or it happened over time. Stainsafe would have seen that as preventable by covering the furniture or not sitting in it with those clothes. All normal stains are covered like food, blood, animal fluids, human fluids, etc also accidental rips or pokes like sitting down and the pen in your pocket pokes a hole. Things that would be a problem would be like spilling nail polish and cleaning it with nail polish remover and that damaged it. Just dab up the nail polish and call it in right away. A question that was brought up about how to tell if Stainsafe was applied, if the item is fabric and it is still wrapped in the manufacturer packing it was not. Leather and wood would not be sprayed. If there is any doubt call customer care to have it done in the home. Generally a sticker is put on the tag once it has been done. But if Stainsafe has been purchased and by some chance the furniture was not sprayed the warranty is still good and used the same way, all is good. I hope anyone one reading this will believe that we would not try to mislead anyone and do not want to loose any customers because of any confusion. These are rule of another company that are basically common sense if you think of it like car insurance works. We sell it because it works and helps our customers. Remember we do not just sell furniture we sell a lot of things at great prices. We have TVs, appliances, computers, car systems etc Give us another chance you'll find out that we do care about our customers.

I used to sell furniture for American up until two weeks ago. Just know that the warranty that you purchased is actually a good one. They normally do cover just about anything you could do to your furniture or at least that's what they tell their salespeople. I sold this warranty to my mother because it is supposed to be "GREAT" so on the salespersons part it is portrayed as American tells them. However I have not been on the other side of the warranty. I do know that they are supposed to spray a product on the furniture for the warranty company and there was a time that I sold this warranty that you are talking about to a customer and the furniture was picked up by the customer in the box it came from the vendor in. How it was sprayed without being taken out of the box is a great question that I as a salesperson could not answer for my customer. As I have stated before "things" of this nature happen quite often at American.