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Open Roads Forum  >  Good Sam Club

 > Merchandise Certificates Expired Upon Arrival

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countingstars

USA

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Joined: 06/04/2018

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Posted: 11/20/19 07:44pm Link  |  Print  |  Notify Moderator

I recently renewed both my GS Camping and GS Roadside Assistance memberships. For the Camping, I was offered two $25 merchandise certificates for renewing for three years. For the Roadside, I was offered one $10 merchandise certificate for renewing for one year. When I received the three certificates, two were expired (the $10 and one of the two $25 certificates).

On Monday, Nov. 18, I called the Good Sam number, spoke with Meredith, who was very nice, understood the problem, and said she'd solve it by emailing me two new certificates with longer expirys. I received her email, but it only contained one new certificate for $25, not a second $10 certificate.

So, today, Nov. 20, I called back. The first CS rep (a male) was not at all pleasant. After I provided my customer number, he said to hang on, and then we were promptly disconnected. I called right back and spoke to another CS rep (also male), who was rude and condescending. I explained the issue (that Meredith had provided a new $25 certificate via email, but not the $10 certificate). He replied, and I quote: We don't give out certificates by email.

I explained again that I was holding in my hand the printed-out certificate that Meredith had emailed to me. The rep said, and again I quote, Well, we don't send them out by email, only by mail, so that certificate won't work, you might as well throw it away. But if you want to waste your time and go up there (Camping World) and try it, you can.

At this point I was confused as to why I might be holding an invalid $25 certificate sent by Meredith on behalf of Good Sam, and what could be done about the $10 certificate. He said it would be up to a supervisor if Good Sam wished to mail me new certificates. I stated that I'd probably have to call again if the new certificates were expired upon arrival, and asked if I could please speak to a supervisor. He said she was busy, but he'd ask her to call me before processing and mailing the certificates. Nine hours later, I still have not heard from the supervisor.

My apologies for this long-winded story, but there seems to be a problem with some certificates expiring before being received. And another problem with a certificate emailed from Good Sam potentially not being valid. And a third problem with less than customer-friendly phone reps.

Is my emailed $25 certificate valid, or not? Can a new $10 certificate be emailed to me (or mailed with a longer expiration)?
Can anyone on the GS team assist with this?

guidry

Texas Cajun

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Good Sam RV Club Member


Posted: 11/20/19 09:02pm Link  |  Print  |  Notify Moderator

I’ll help you, shop on Amazon or Walmart and save more than those certificates!

roam1

Gulf Breeze FL

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Posted: 11/21/19 05:52am Link  |  Print  |  Notify Moderator

I had the same issue. I got very inconsistent answers from reps. Finally one said I could use the expired certs if I ordered something over the phone so I did. Now, whenever they ask me to reup early I reply “no way”

Good Sam Care Team

Everywhere

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Posted: 11/21/19 05:59am Link  |  Print  |  Notify Moderator

Hello countingstars,

Thank you for your time and post, I apologize for the experience you have had with the phone representatives regarding your merchandise certificates. The $25.00 certificate you were emailed is valid. I will also have a $10.00 certificate sent out to you.
Please provide your Good Sam membership number in a private message.

Thank you,
Ella
Good Sam Customer Care Team

countingstars

USA

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Posted: 11/21/19 08:49am Link  |  Print  |  Notify Moderator

Just to followup. I appreciate the prompt reply from Ella with the GS CCT and have sent a private message as requested.
Camping World has come in handy from time to time. No matter where I shop, I am conscious of pricing and deals. If Good Sam wishes to offer a little incentive when I renew my membership(s), that's great, and it's even better when I can actually take advantage of of it.
Perhaps printing longer expirations on the merchandise certificates, and making sure ALL customer service reps are uniformly knowledgeable (and pleasant), would be a good start -- so the GS CCT can avoid spending so much time on preventable problems.
Thanks again.

DarkSkySeeker

Freestone, California

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Posted: 11/21/19 05:19pm Link  |  Print  |  Notify Moderator

countingstars wrote:


I explained again that I was holding in my hand the printed-out certificate that Meredith had emailed to me. The rep said, and again I quote, Well, we don't send them out by email, only by mail, so that certificate won't work, you might as well throw it away.

This is where you say, "I'd like to speak to a Supervisor".


There is something special about camping in an RV.
.


countingstars

USA

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Posted: 11/22/19 02:51pm Link  |  Print  |  Notify Moderator

[quote=DarkSkySeeker][quote=countingstars]

This is where you say, "I'd like to speak to a Supervisor".


Thanks for your input. You may have missed where I wrote in the fifth paragraph:
I... asked if I could please speak to a supervisor.

PaulBlair89

Crestone

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Posted: 11/27/19 04:06am Link  |  Print  |  Notify Moderator

roam1 wrote:

I had the same issue. I got very inconsistent answers from reps. Finally one said I could use the expired certs if I ordered something over the phone so I did. Now, whenever they ask me to reup early I reply “no way”


Thx for the info. I had a resembling problem.

Good Sam Care Team

Everywhere

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Posted: 12/16/19 09:26am Link  |  Print  |  Notify Moderator

Hello,

I am closing this topic due to lack of activity. Thank you for your time and participating. Please feel free to open a new thread on this topic in the future if you wish.

Thank you,
Ella
Good Sam Care Team

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