Millerlandy Mosquera takes pride in keeping her home tidy. It’s the reason why she decided to spend more than $240 on a Shark vacuum in March 2018.
"I like Shark," she said. "It's a very good machine."
Millerlandy also spent an extra $28 for a 3-year extended service plan when she made the purchase at a local Walmart. She said she wanted to make sure if something went wrong, her machine would be covered.
But nine months later, she said it stopped working properly after the hose was damaged. "I turn it around, broken," she told NBC 6 Responds.
She said Walmart told her to call Shark because the vacuum was less than a year old and that the extended service plan she purchased only covered electrical and motor issues. When she called Shark, she said they wanted her to pay for the repair. That’s when she called NBC 6 Responds for help.
Shark told NBC 6 Responds their warranty only covers the unit’s motor and offered her a 50% discount on the cost of the part she needed.
Walmart thanked NBC 6 Responds for sharing Millerlandy’s concerns and gave her $300 in gift cards to cover the cost of the vacuum and service plan. The company added: "…we're glad we were able to resolve this for the customer."
Walmart also sent Millerlandy a new vacuum.
"Yeah, it was a surprise for me," she said. The new machine allowed her to go back to cleaning up hassle-free. "I'm very happy because I have a new machine."
If you’re buying an appliance or electronic, familiarize yourself with the manufacturer’s warranty and be clear on what it covers and for how long. You should do the same with any extended service plans you decide to buy. And keep in mind that if you are paying with a credit card, you may already have some extended warranty coverage. Call your card’s customer service number to see if you have that perk.