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Submitted by Marcy Cuevas on Wed, 03/05/2008 - 3:53pm.

WILMINGTON -- How many times have you been offered an extended warranty when you've bought a new TV, computer or other electronics? One Wilmington woman spent hundreds to keep the TV she bought from Best Buy under warranty, but now that the TV needs repairs, she's getting the runaround. Caroline Reel's 32-inch television suddenly stopped working on January 1. She said, "I turned it on one night, got up went to the garage for something, when I came back it was off and it wouldn't come back. So I don't know what happened to it." When reel bought the TV from Best Buy in 2003... She also purchased a four year warranty. When that expired, she renewed it with a two-year service contract. So when the television quit working, Reel and her son-in-law Terry Rowe called the number on the service contact. Rowe said, "January 2 we called them and we've been calling them ever since -- at least seven or eight times -- and they say that they understand. In their office it shows it's covered until 2009, but it's a paperwork glitch and they can't get it to their repair shop." Rowe called the 1-800 number again, and once again he was told someone would call him back in a few days. "I've called so many times I get agitated that I don't want to talk to them. I think that's what their whole ideal is. They aggravate you enough you'll just give up and leave them alone." So much time has passed Reel bought another television set. Now, she wants the TV repaired so she can just give it away or be reimbursed for the money she spent on the warranty renewal. Reel said, "It's just them taking the money and then not wanting to do anything after you buy the insurance. And I thought that's what insurance was for." Rowe said, "I didn't think she needed to be ignored like that. They took her money, they ought to honor their policy." When I called the number on the service contract a representative told me she had no record of any calls being made regarding this contract -- even though I witnessed one of them. The representative told me Carolyn Reel would be put in touch with an authorized service center who will repair her TV, and late Wednesday afternoon, she was.

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