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The issue in GetHuman-maurdurn's own words
February **, **** **:** am *Went on the Walmartcareplan.com web site and tried to submit my receipt for the Samsung phone and then submitting ALL the information they requested which was ON the receipt already. Got an error message x * saying information was wrong. Started a chat with SherwinEvan from which I got a transcript. *They left off the phone number of the “Mobile Care Team” from the transcript and had already replaced my chat with a “survey”, so no retrieving phone number of the MCT there. Called the number back again and waited quite a while for “Marissa” to take my information and then provide the information all over again (about an hour has gone by now). She gave me a confirmation number and said when I get the email label, I should send the phone back. They would keep it anywhere from ** to ** hours. If it was decided I should get a new phone, they would email me a gift card for $***.** which I could use toward a new phone at wal-mart or wal-mart.com. I was to also send the charger with the phone and KEEP my SIM card (which she said looked like an SD card). My confirmation or claim number is **********. She then told me there would be a $** “deductible” to cover shipping and handling and also the “recycling fee” for recycling the phone. (!!!) This would HAVE to be paid with a credit card. No check allowed to go with the phone. *When I did not receive an email from “Marissa” after about **-** minutes after getting off the phone with her, I called them again (long maze of punching in yes’s and no’s with computer voice to get to a real human). I talked to “Alice” and told her that I had not yet received my email with shipping label and that I was concerned “Marissa” had taken wrong email address. Alice replied that my email was listed as maurdun (instead of maurdurn) which was, of course, wrong. I repeated my email to Alice twice and got her to repeat back to me. She said receiving the shipping label could take up to TWO HOURS!! *It is new *:**pm February **, ****. Began this process two hours ago. **February **, **** **:**pm *No email received with label. It’s been almost ** hours. Called again at **:**pm. Connected with “Claire”. Told her the whole story and she double checked email. What she told the email address listed was correct. She was sending AGAIN. Said I should receive shortly. Call ended at **:**pm. It’s *pm now. Still no email. **Monday February **, **** *Still no email from Walmart care plan OR UPS with a shipping label to send the phone back. I called again. Got “Marissa” again. (Spoke to her on ****). I told her about the problem not receiving email. She repeated the email address to me INCORRECTLY STILL (maurdun) and I corrected it for her. It took us *-* times repeating it back and forth to each other before she got it right. (Good heavens!!) All this took her several minutes. I asked how long the email would take to get here and she said because I have requested the process three times, it now had to go to the “Review Team Department” and would take up to ** hours to come. I can not believe how inefficient this group is. It seems like such a scam to me. **I would like a member of management to call me please. **Maureen Duggan-Cassidy
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