I've had nothing but issues with companies recently when it comes to warranties.
I remember it being:
I have a broken product under warranty, it gets fixed/replaced no problem...
I sent my UD5007 back to Crutchfield because Marantz wanted me to foot the bill to ship a BRAND NEW machine back to them with zero idea of when I'd get it back, all they would tell me was; "we are pretty backed up". When I explain my situation, it was just a tough crap attitude.
Now I have my 3 year old LG washer blow its drive motor (covered under a 10yr warranty). I call LG and they say yes it's covered, but I have to foot the $350-$500 install! I tell them that's crazy as it's a warrantied part and I should not have to pay that. I talk to a Manager there and he agrees to pay the install. I just need to send in my receipt and they will call me in a week to schedule a time. 2 Weeks go by and I hear nothing...
I call them back and they tell me never mind, they will not cover the install. I end up speaking to an "executive Customer Service Rep" and they also tell me nope. Despite the fact that it's crazy to expect a customer to foot a bill to replace a warrantied item and you already told me you would cover it.
My wife called Home Depot (retailer that we got it from) and THEY called the LG rep for them because the way even they are reading the Warranty I should not have to foot the install.
The Manager at Home Depot was very nice and he told me that he does not even know why they carry LG anymore. I guess they are having a lot of issues with LG.
He was nice enough to ask me to come in and find a new washer if I want and he will work with me.
So I'm out an $800 washer after 3 years since LG also will not send YOU the part. They will only send it if an "approved" installer is doing it.
So I went in and Home Depot has 10% off appliances right now and they gave me an additional 15% off of our new washer because they felt bad. Lol. It was way more that what they had to do as they really did not have to do anything for me. We picked this up with a 5 year extended warranty and it should be delivered in a week:
But I'm finding that the Manufacturers are just pushing any real customer service on to the retailers. When I called Marantz for the last time, all they kept saying was "Call Crutchfield and see what they will do", despite the fact that they knew I was out of the return period for Crutchfield...