ary levy

Carlsbad, CA

#22 Dec 10, 2011
when did change the policy ?? i remember it used for no matter how long was the time they still can take care of you! that was great it seems that this company it was not only to make money it was to take care of consumers! i know this store make over a half a million dlls every day! thanks to of all us! now they just want to keep their own policy for 90 days it sucks! now they became like every body else!!
neil

Columbus, OH

#23 Dec 11, 2011
I bought a 47" Vision in 2007 and it recently stopped working. Would Costco be able to help me?
dcdrydiver

Phoenix, AZ

#24 Dec 17, 2011
do you need the original box to return?
Don juan calico

Phoenix, AZ

#25 Dec 21, 2011
I received a tv purchased from costco as a christmas gift. I don't need it. I do not have a receipt, but I do have warranty papers. Can I return it?
Jaxbchjim

United States

#26 Jan 4, 2012
Is it necessary to have a current Costco membership for the two year warranty to be valid? I purchased a TV just over a year ago which is now having problems but my Costco membership has since lapsed. If necessary I may elect to renew my membership before logging the warranty claim. Does anyone know whether not having an active membership is an issue?
jaxbchjim

Jacksonville, FL

#27 Jan 21, 2012
What a pain, so many hoops to jump through. My Vizio TV is freezing up frequently which is evidently a common issue. First a lengthy call with Costco Concierge where they walked me through clearing the TV memory and settings, then had to try it for a few days. The problem got much worse and now occurs every time the TV is powered on. Then an even lengthier call with Costco where the rep had to get approval to refer the issue to Vizio. I waited and waited, finally he got approval and conferenced Vizio into our call. They asked many of the same trouble-shooting questions, obviously unaware of what the Costco rep had already done, and finally said that they would dispatch a repair service to fix the problem. Fix a 37" TV? I am quite shocked that it's even worth the time and expense to attempt a repair rather than replace it with a refurb'd unit. 4 days lapse with no word from the repair company. Turns out they never received the ticket because Vizio had cancelled the call due to a typo in the serial number. They had my phone# and email address but never notified me of any problem. So I am again awaiting a repair appointment. It's good that I had the 2nd year warranty but what a hassle.
Eric V

San Jose, CA

#28 Feb 7, 2012
ary levy wrote:
i gat my laptop at costco back in agust 2008 the computer is been not great, is on and off all the time so last knight i went to costco the one in h st in chula vista and they told me that they can not do anything about it! now i stuck with my lap top!! any suggestion what to do???
I suggest you learn English.
Claire

San Jose, CA

#29 Feb 20, 2012
Does anyone know where I can get a copy of the previous 100% satisfaction policy before they changed it to 90 days in February of 2007?
I have a 47" Vizio that I bought a month before the policy changed so I am so close to being at 5 Years. The local Store manager is offering $0, nothing, nada.
He has been very nice but the answer no matter my plight is still zippo. I spent $1800 on the TV back in 2007 and by no means do I think I should get a refund for that amount. What I do think is fair is if they were to offer me a like or better product or voucher for that amount, I am thinking that would equate to $500 based on today's technology changes. Apparently the policy is at "Manager's Descretion" and I was told that 5 years is the expected life of a product. REALLY? I also mentioned that if I were to buy one today from Costco I would have the option to buy up to a 5 year full warranty (additional cost of course but option nonetheless). Of course I did not have that option back then because they had the 100% on ALL products.
Honestly, I think I would be happy if they were just willing to do something but all I am getting is NO.

Any suggestions or copies of the policy would be greatly appreciated.
Amy

Orlando, FL

#30 Mar 11, 2012
So Costco's Return policy is based on the whim of whatever manager is there that day. It's now called the "Whim Policy". Target 90 day policy is better than that. I think I will start making all my major purchases at KOHLS, Bed Bath and Beyond, and JCP for their rock solid return policy. There is no point in going to Costco anymore when you can get the same price point on food items at Aldi and you don't have to buy in bulk or pay a membership fee. Sorry Costco you lose.

Dear Amy,

We appreciate you taking the time to email Costco Wholesale.

We apologize for the confusion. Our full return policy is this:

"With few exceptions, Costco has a 100% guarantee on all of our merchandise.
If you are not completely satisfied with your purchase, simply return the product and packaging, along with the receipt, if possible, to your local Costco warehouse.

Exceptions:

Televisions, projectors, computers, cameras, camcorders, touch screen tablets, iPod/MP3 players, cellular phones, and any item that is restricted by law. Please visit your local membership counter for details."

What Lorinda is referring to is that while our policy is obviously liberal in it's scope, there are times when the location will exersize descretion on some returns when needed based on the context of the return itself. In other words, our local warehouse managers are vested with substantial discretion to accommodate member requests in a wide variety of contexts based on the facts and circumstances. Our policies help guide the exercise of that discretion but do not strictly dictate all outcomes.

I hope this helps.

Thank you,

Doug
Costco Wholesale Corporation
shopper

Mission Viejo, CA

#31 Aug 2, 2012
ary levy wrote:
i gat my laptop at costco back in agust 2008 the computer is been not great, is on and off all the time so last knight i went to costco the one in h st in chula vista and they told me that they can not do anything about it! now i stuck with my lap top!! any suggestion what to do???
obviously spell check or the keyboard does not work either
jimbo

Parkersburg, WV

#32 Aug 22, 2012
Adam wrote:
Just a quick question...

I have read that Costco changed its RETURN policy on exchanges (the former policy allowed returns (for full refund) on electrioncs for up to 6 months). I was wondering what the EXCHANGE policy was for electronics, but I have not been able to find any information. For the record, I'm hoping to exchange a TV I purchased in August...any info. would be greatly appreciated. Thanks!
No returns on any electronics. Customer service rep Costco.com
jimbo

Parkersburg, WV

#33 Aug 22, 2012
Amy wrote:
So Costco's Return policy is based on the whim of whatever manager is there that day. It's now called the "Whim Policy". Target 90 day policy is better than that. I think I will start making all my major purchases at KOHLS, Bed Bath and Beyond, and JCP for their rock solid return policy. There is no point in going to Costco anymore when you can get the same price point on food items at Aldi and you don't have to buy in bulk or pay a membership fee. Sorry Costco you lose.

Dear Amy,

We appreciate you taking the time to email Costco Wholesale.

We apologize for the confusion. Our full return policy is this:

"With few exceptions, Costco has a 100% guarantee on all of our merchandise.
If you are not completely satisfied with your purchase, simply return the product and packaging, along with the receipt, if possible, to your local Costco warehouse.

Exceptions:

Televisions, projectors, computers, cameras, camcorders, touch screen tablets, iPod/MP3 players, cellular phones, and any item that is restricted by law. Please visit your local membership counter for details."

What Lorinda is referring to is that while our policy is obviously liberal in it's scope, there are times when the location will exersize descretion on some returns when needed based on the context of the return itself. In other words, our local warehouse managers are vested with substantial discretion to accommodate member requests in a wide variety of contexts based on the facts and circumstances. Our policies help guide the exercise of that discretion but do not strictly dictate all outcomes.

I hope this helps.

Thank you,

Doug
Costco Wholesale Corporation
Doug you don't know what your talking about. I too work for Costco.com and unless this product is damaged and can find no way to fault the customer there is no return.
chicken

Long Beach, CA

#34 Sep 1, 2012
i bought my laptop like two weeks ago from costco and i guess my brother accidentally broke the screen will costcos 90 day warranty cover thiss??
B Realistic

Eugene, OR

#35 Oct 6, 2012
marcelina tumbaga wrote:
I bought a 46" Sony LCD Bravia TV Jan 27, 2010 from Costco and paid $ 999.99 plus tax. On February I received a coupon and the TV I bought was on sale. I went back to Costco Feb 13 and asked the customer service that I want to return the TV and get the same TV to take advantage of the sale price - the guy told me that I do not have to return the TV that they can adjust my receipt. They refunded me the whole amount and paid them the new price and the receipt was dated feb 13. The TV is shutting off by itself- I called Costco and reported them that the TV is shutting off by itself-it is not even 3 months, told them I would like to return it - they said it is over 90 days - returns is not accepted the tv went out of the store Jan 27. My Feb receipt is not honored - this policy stinks. They said they will replaced my TV with a refurbised one - this stinks too!. I was so dissapointed - I will never recommend to anyone especially my friends to buy any electronic items from Costco - not worth it.
I can't believe you're upset! The return policy is clearly 90 days from date of purchase. They did you a FAVOR by giving you credit for a sale after the date of purchase--that was extremely nice of them (it's a policy, but damn--how can you complain). In context, this was a fair transaction; just because you didn't ultimately get your way doesn't mean it's poor service. It's even cool they offered a refurbished replacement!
B Realistic

Eugene, OR

#36 Oct 6, 2012
B Realistic wrote:
<quoted text>
I can't believe you're upset! The return policy is clearly 90 days from date of purchase. They did you a FAVOR by giving you credit for a sale after the date of purchase--that was extremely nice of them (it's a policy, but damn--how can you complain). In context, this was a fair transaction; just because you didn't ultimately get your way doesn't mean it's poor service. It's even cool they offered a refurbished replacement!
It's pretty clear on their website:

COSTCO'S RISK FREE 100% SATISFACTION GUARANTEE
MEMBERSHIP:
We will refund your membership fee in full at any time if you are dissatisfied.
MERCHANDISE:
We guarantee your satisfaction on every product we sell with a full refund. The following must be returned within 90 days of purchase for a refund: televisions, projectors, computers, cameras, camcorders, touchscreen tablets, MP3 players and cellular phones.
Joe

Ottawa, Canada

#37 Nov 15, 2012
And name one other company that gives you a 90 day return policy on electronics!
Jason

San Francisco, CA

#38 Nov 20, 2012
I purchased an HP Laptop 11 mos ago from Costco for my (college student) son for Christmas last year. It stopped working a couple of days ago due, apparently, to a power circuit chip failure. Will Costco allow a replacement or an upgrade (with added money)? I don't recall if my son's mother got any extended warranty but I'll find out. I have the receipt. Very frustrating.
Jason

San Ramon, CA

#39 Nov 21, 2012
I assure everyone that I will no longer buy any electronics at Costco without the old return policy. There will no longer be any benefits to it.... sadly.

Jason
adam

Santa Rosa, CA

#40 Dec 12, 2012
Warranty on ps3 from Costco
Doug

Atlanta, GA

#41 Jan 12, 2013
I have a Vizio Plasma TV that was purchased back when there was a 100% satisfaction guarantee. It has stopped working. Tomorrow I will return it to Costco. I honestly do not think that legally they can retroactively change the terms. I fully expect to return it for a full refund. I will let you know. If they do not refund the full amount, then I will sue them in small claims court. I'll let you know what happens. I am honestly surprised they would try this. When I bought this, the same set cost more at Costco than other dealers. I bought it at Costco specifically because of their return policy. I don't think they can get away with this. Will let you know

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