This may be a long post so I will summarize first:
I bought a Sony KDF-60XS955 from Sam's Club in 2006 for $3200. In 2009 the optical block went bad. I couldn't find my receipt until last weekend. With broken TV and original receipt in hand, Sam's will not give me a refund. They say they never had a policy in writing saying that there was a "100% satisfaction guarantee or a full refund with receipt" and I should not expect money back for a 4 year old TV.
Now for all the details:
When the OB went bad, I contacted Sam's and they said they couldn't help at all and insisted if I had the original receipt they would provide a refund, exchange, whatever.
Then I worked with Sony, spent $100 on a tech visit only to have Sony offer me a slight discount on an entirely different TV. The OB was approx $1000 to fix. I decided to buy a new TV for $1600 (not a Sony and not from Sam's).
Last weekend I found the receipt in an old desk drawer. I called the local club, they confirmed they would give a refund, and when I got there with TV in my van they refused. They made 3 or 4 phone calls to district or regional managers. After about an hour, they said I will have to come back later when someone is able to make a decision. Their reason - the TV was expensive and it has been 4 years. I asked to see the language in the return policy that excluded that scenario and they couldn't, just saying that $3200 is more than they are authorized to refund.
So I came home and started doing some calling myself. 4 days later, I finally got connected with a guy who apparently has the job of fielding these type of returns. He insists that there never was a written policy of "100% satisfaction guarantee or your money back if you have the receipt". I am 99.99% certain that there was, as there still is, except in Nov of 2009 they changed it to 90 days for TV's. He explained that I should never expect a full refund for a 4 yr old TV that I got 3 years use from. I explained that I didn't make the return policy, Sams did, and I am simply playing by their rules and I wanted a refund. It was interesting how he offered several options like getting it fixed, swapping for another one, etc but when it originally broke no one offered any help at all. The killer was that they are able to see my receipt online. Last year when it broke, they claimed they couldn't look it up and therefore couldn't help. Seems fishy to me.
Finally he offered a $2000 Sams gift card. I said that may be acceptable and I can go to the local club to get it today. If that was the initial offer, I would be happy. After 4 days of phone calls to 5 different people and the backpedaling on the return policy, part of me wants to make a bigger deal of this and get my full $3200 cash refund.
Anyone have 1st hand experience with this? Any suggestions?