I’m frustrated

I am unhappy with a warranty I purchased from NSI

Warranty company stinks! Please warranty products through Vann's.
I thought I was getting a warranty through Vann's, but the company that is deals with the warranty has the worst customer service. I had the best sales transaction and best customer service with my purchase. My information is still not in the system since August 31, 2007. It is Feb 2009. I have faxed them over 30 times in the last 3 months. They keep saying well call back in 2 weeks, or we don't see it, or we need the exact minute that you faxed it. Well we will need to research it. Can't help you till we find it. Can't look right now. Will look when we have a chance. They curse, and talk as if they have no edumication(education) what so ever! I love my TV! I just need a new remote. My remote stopped working, so I can't dvr my 2 year olds shows. Was suggested to go to Walmart and buy a universal remote. I paid for a warranty! Are they crazy? Never use NSI again!
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  • Thank you for bringing this to our attention. I apologize for the way you were treated, and I will follow up with our NSI Rep on this. I spoke with NSI this morning in regards to your remote, they indicated to me your replacement remote should be to you within 5-7 days. If you have any questions please feel free to contact me.
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  • I see one of the posters had problems with NSI. However, I bought a 3 year extended warranty with NSI on a Toshiba 56" DLP TV several years ago. The people I spoke with were always friendly and helpful. They replaced one DLP bulb after it burned out without any question. Then the tv had a serious failure. They replaced the control board, but this did not fix the problem. One service center could not diagnose the problem so I sought to have it sent to another service center. After receiving the quote from the other service center, they decided to replace the television with a new unit. The brand new Mitsibushi set was about $700 cheaper than the original unit I purchased, but considering advances in technology over 3 years and the lowering of electronics prices, I now have a new DLP set that is 4 inches larger and which automatically upgrades all signals to 1080P. Well worth the extra money I spent on the warranty when I purchased the set at Electronic Express. I don't know if they have different extended warranties, but the one I purchased was called NSI Protection Plus. I highly recommend them. Although these days DLP bulbs are somewhat cheaper, the first bulb they replaced essentially paid for the warranty.
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  • EMPLOYEE
    I’m excited
    If you are not a fan of NSI, you should be happy to know vanns.com recently made the switch from NSI to SquareTrade extended warranties. SquareTrade offers several advantages including generally having lower prices than most store's warranties and offering coverage for accidents as opposed to just defects. More importantly, though, SquareTrade has an excellent, verifiable record of great customer service.

    NSI will still be available for in-store purchases, and SquareTrade will be available upon request in our retail stores.

    -Vann's Copywriter
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  • Here is a link to SquareTrade's website for anyone interested in researching them:

    http://www.squaretrade.com/pages/
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  • So those of us that bought an "additional" 2-year warranty from Vann's back in 2007 are still stuck with NSI right? Also, my mfg. warraty is due to expire in 1 week. I was lead to beleive, by Vann's, that I was purchasing an additional 2-years from NSI that would kick-in when the mfg. warranty expires... expanding my warranty to 4-years total. Now I am reading this is not the case with NSI and that the NSI 2-year warranty term was the same as the mfg. 2-year warranty term. Why in the "heck" would I buy a 2-year warranty that was on-top of a mfg. 2-year warranty? Anyone else have this problem or can this be verified?
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  • Kimberly,
    I would like to look up your information but I do not have enough info here, could you call our call center at 800-769-5668 so I can look into this for you.
    I will be in the office Thursday and Friday if you could give me a call.

    Hope to hear from you,
    Shannon
    • We purchased a 50” Samsung Plasma TV in October 2007 for $2500 (w/ext. warranty). We also purchased the Vann’s extended warranty which I guess is handled by NSI. We were told when we bought the TV and ext. warranty that the ext. warranty would cover the TV for an ADDITIONAL 2 years BEYOND the 2 year Samsung mfg. warranty. We’ve already had to have the TV serviced just prior to the mfg. warranty expiring in October 2009... they replaced the motherboard? Less than a month later, and after the mfg. warranty expired. The TV started to display orange lines on one side of the screen (see attached). When I called Samsung, of course their warranty expired. So I called NSI and was told the warranty we purchased from Vann’s was also only good for the initial 2 year period. We bought the ext. warranty based on specific information that the TV was covered by NSI for 2 years BEYOND the mfg. warranty, which would be until October 2011. We would not have paid extra for additional warranty if it wasn’t going to cover the TV out a full 4 years.
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  • I am also having a problem with NSI, I purchased a range for my kitchen with a 10 yr warranty, now that they elements have burned out NSI is giving me the run around about paying the claim. I have called about 6 times and faxed over all the information about 5 times. This is the worst warranty company w/ horrible customer service. Does anyone have any ideas how I can force them to pay. I am about to contact the Better Business Bureau.

    Thank you,
    • NSI - don't have a nice word to say about them - We bought a TV 3 years ago and bought the extended protection from NSI. The lamp went out over 2 weeks ago. We went to the local company Wettsteins and they told us the call NSI. We did - got asked 8000 questions - trying to blame us for the lamp burning out. Called to follow up on the claim after 11 days and was told that it was delivered that morning to a receptionist named Camron. This is a primary residence - we do not have a receptionist! I called UPS who said it was delivered back to the shipping company on that day. I have had to call every day since then and we still haven't gotten the lamp. Terrible customer service at NSI - I asked to speak with a manager twice on my last call and not a manager came on the line with me. It was the same rude - hard to understand customer service rep. What ever happened to the days of customer service. We still haven't received the lamp - it's been over 2 weeks without a TV - an expense TV and expense warranty which didn't do us any good - Do not buy any warranty from NSI!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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  • I am sorry to hear that you are having this problem with the warranty company. We at Vanns want to help! Please contact me personally and I will assist you in getting the service that you deserve.
    Mike Redler
    406-532-6710
    • I've had the same problem. I purchased a Samsung 56' dlp from vann's in Jan of 07 and purchased what I thought was a 3 year extended warranty through NSI. I've had problem after problem with the tv and NSI but after 20 to 30 phone calls and 3 to 4 weeks between, the tv would eventually get fixed. I'm having more problems and thought I had 1 year left on my 3 year extended warranty. I've been told by NSI, Vann's and Samsung that my 3 year "extended warranty" started on the date of purchase and if I want to get the tv fixed to dig in my pockets once more. I refuse to do so and when I do spend more money for another tv, it won't be with any of these companies.
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  • I’m Frustrated
    Same boat! I called NSI 3 weeks ago with a lamp failure on my 61" 1080p Samsung. I was told that they would order a lamp but only after making me yank the old lamp out to verify (instead of reading the sticker on the side which clearly states what the Lamp code is). Then, 3 days after my intial call I was called and informed that the lamp came without the housing (no big deal). Two and a half weeks later I call back and am told by NSI that the lamp never shipped because they wanted me to verify that it was ok to ship without a housing. Well, I was never asked to verify on the initial call, just informed by someone. On my third call I am asked to go back over the diagnosis and verify lamp type which I do. I am then asked if I would like to spend $35.00 for overnight (why? would I hav received my first lamp had I paid $35.00)??? So on call #4 I am told that the lamp was ordered but no tracking # can be provided and to maybe expect it in 10 more days. When I mentioned that it should have been ordered 3 weeks ago and that I would like to confirm when I can expect the lamp I'm instructed that all I can be informed of is that it's ordered. For the life of me I cannot understand why a company that I spent good $ with cannot care for their customers in a better manner. This direcctly reflects on Vann's and possible my decision to purchase here again. FYI, I have spent 8k with Vanns in the past 2.5 years.
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  • Just recently, my 50" LG TV , which I purchased from Spencers Appliance in Mesa, AZ failed. I had purchased a 4 year warranty package which is represented by NSI. I have contacted them twice so far. Same story both times. They don't have my information / proof of coverage/ it will take 1-2 weeks to get it into the system/ we need to contact Spencers/ etc. I had immediatly faxed a copy of the invoice showing the TV purchase and the warranty purchase of $299.95. I've since contacted Spencers to get their involvement. They have also called NSI to verify that I had in fact bought the TV and the coverage. Still, no service has been scheduled. I find it interesting that the BBB in Texas has rated this company (parent company is Warrantech) with an "F". This company has a bad history and the major appliance outlets should not be actively selling their coverage.
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  • Same here, NSI is the worst warranty company I have ever had! Refrigerator not working and all I get from them every time I call is the they don't have our info in their system!! Meanwhile we have no refrigerator for 13 days now! Can you imagine how that is? Spending lots of money eating out and lots of money went down the drain from spoiled meats and other food. Looks like someone will be going to small claims court with them for sure!
    • Same here brought a $1600 GE profile. Has broken down twice. First time they say I brought a dishwasher while the we had to throw out freezer and fridge food, 2nd time was yesterday. Customer Service is no help. Said my model was off by one letter and I had to fax them proof when it is in my paperwork. The reps sound like they never made it past the 6th grade. When I finally got to some one who seem to understand they gave me a repaiman 50 miles away who did not cover my service area No more warranties if they are involved. Better off going and staying with SEARS. This company is a travisty.
    • I believe Sears is affiliated with this company in some manner. We bought a dishwasher from Appliance Land less than a year and a half ago with a 4 year extended warranty. I thought the extended warranty would be with the same company as the manufacturer's warranty, which was Metro Factory Service. Lo, and behold I've just found out that the extended warranty is with NSI. I found the paperwork and discovered we have an NSI Protection Plus warranty.

      We called them, because after about a little over a year, we started having a little pooling of water in the bottom of the dishwasher after each cycle. They did send someone out who spent a few minutes to determine that there was a looped drain hose. He told us there was no charge and left.

      Two months later, we receive a bill for $129.00 with no description of services rendered. So, I call Metro and find out I need to call NSI, who has no record of the service; they need to call the repair company. They get back to me and tell me that it was not a covered visit, because it was not a manufacturer's defect, and we will have to pay. I ask them to fax me the details of the visit, and the fax comes from Sears A&E Factory Service. I don't think they should have billed us, since we were told that there was no charge by the repairman, it took them two months to bill us, and NSI had no record of the visit.
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  • Liv,

    I'd be happy to go into NSI's system and research your warranty for you. Sometimes there is a data entry error that messes with your warranty. If I could get a little more information from you I can check on this and update your information if necessary. I'm sorry for the difficulty you have had with NSI, please contact me at 1-800-769-5668 or my direct email is kayleigh.blair@vanns.net.

    Thank you for your feedback,

    Kayleigh Blair
    Customer Service Manager
    kayleigh.blair@vanns.net
    800-769-5668
    www.vanns.com
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  • I’m frustrated
    I'll beleive that when my fridge is cold.
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  • Ctc11659,

    I apologize for the inconveniences that you have suffered with NSI. It is extremely frustrating to us when our customers are not treated well by our partners. We have made corrective steps to ensure customer satisfaction going forward. We are now using a company called Square Trade for extended warranties and they are phenomenal with customer service.

    If there is any way that I can help facilitate the process with your warranty claim, please do not hesitate to contact me! I would like to make sure that you receive a resolution in a timely matter. You may contact me at 1-800-769-5668.

    Sincerely,

    Amanda Burnett
    Operations Manager
    amanda.burnett@vanns.net
    800-769-5668
    www.vanns.com
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