Walmart

FAQs

  1. 1.  What is the Walmart Product Support Centre?
  2. 2.  What is a transaction number?
  3. 3.  Where do I find my transaction number?
  4. 4.  What if I have misplaced my Walmart receipt?
  5. 5.  Where would I find my model number or my serial number on a product?
  6. 6.  What is a Plan Number?
  7. 7.  How are Replacement Plans and Service Plans different?
  8. 8.  How do I know if I have a Replacement Plan or a Service Plan?
  9. 9.  How do I determine if my product falls under the 'No Lemon' policy?
  10. 10.  What is an Unknown Product and how do I update this?
  11. 11.  I do not see all my products, what can I do?
  12. 12.  What if the product shown is not the product purchased?
  13. 13.  What if the purchase date doesn't match my receipt?
  14. 14.  I am having trouble creating an account, what do I do?
  15. 15.  I am having trouble registering my product, what do I do?
  16. 16.  Why do you need my email address?
  17. 17.  What if I don't have an email account?
  18. 18.  Why do you need my contact phone number?
  19. 19.  How secure is my personal information?
  20. 20.  What browsers are supported?
  21. 21.  What is the screen size used to develop pages on the Portal?
  22. 22.  Why do I have to enable cookies in my browser?
  23. 23.  What should I do if I purchased a Product Protection Plan before Oct 7th, 2011?
  24. 24.  What if I bought a Product Protection Plan in Canada, but live outside of Canada (permanently or temporarily)?
  25. 25.  I have a question not addressed above, how can I get help?
  26. 26.  Are Performance Protection Plans transferable?
  27. 27.  Can a Product Protection Plan be cancelled?

1. What is the Walmart Product Support Centre?

The Walmart Product Support Center is a portal that provides consumers product support. The portal provides support for:

  • Most electronic products purchased at Walmart that are eligible for the Walmart Product Support.
  • Any Walmart product purchased along with an Asurion Plan

The portal offers consumers help with answering questions about product features and specs via phone or the internet; help with understanding how to use most electronic products purchased at Walmart as well as configuration assistance; help with product troubleshooting; help with providing manufacturer information; and help with obtaining service for Asurion Plans.


2. What is a transaction number?

Walmart assigns a transaction number to your product and plan purchase when your purchase is made at a Walmart store. The transaction number is a string of numbers based on the Store Number (ST#), Register Number (TE#), and Transaction Number (TR#). These numbers together gives you a unique identification number we refer to as the transaction number.


3.  Where do I find my transaction number?

The transaction number is located on your Walmart store receipt. The transaction number is a string of numbers based on the ST#, TE# and TR# found just below the store telephone number. On all screens that you are prompted for a transaction number, the hyperlinked text 'Help me find this on my receipt' will appear. Clicking on the hyperlinked text will display a sample receipt where these fields are highlighted. Clicking on the displayed receipt will cause it to hide again.


4. What if I have misplaced my Walmart receipt?

If you no longer have your Walmart sales receipt, please contact customer care at 1-855-308-7295 and the Customer Care Representative will assist you.


5. Where would I find my model number or my serial number on a product?

Many appliances have a model name and number on the front of the unit but this is not the number the manufacturers use. Your receipt may have the serial number of your product, the most common place to find the model and serial numbers is on the label of the box you purchased the product in. The model and serial numbers are also located on the product model number plate. The product Owner's Manual will tell you exactly where the product model number plate is located on your product. Most manufacturer model and serial numbers consist of a combination of letters and numbers. Some will also include dashes and dots.

It is important to take the exact model and serial number from the product model number plate on the product only. Identification numbers on sales receipts, shipping boxes and energy guide stickers usually contain partial model numbers. Do not use these sources to obtain your model number. Use and Care manuals are also not a good way to find your model number. These booklets are often produced to cover several different models and there is no way of identifying which model number is for your product.


6. What is a Plan Number?

When you register a product on the portal, each product and/or package is assigned a unique number, called a 'plan number'. The plan number is our reference number associated with your profile for product registration and claims filing purposes.


7. How are Replacement Plans and Service Plans different?

Replacement Plans:

It is a Plan that covers the replacement of your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, surge protection (available from day 1), internal heat, dust and humidity.

The Replacement Plan coverage begins after the manufacturer labor warranty expires. We will replace your product with the gift card that was attached to your brochure or we will issue a check equal to the original purchase price of your product, including taxes, as indicated on your receipt

Under the terms of a Replacement Plan, you will be required to return the covered product and all accessories that came with the covered product in order to receive the gift card funding or a check. Once the gift card or check has been issued, the plan for that product is fulfilled.

How to file a REPLACEMENT claim:

  1. Select the product you would like to file a claim on from the list under "Select Product for details" section on the left hand side of the page.
  2. Once you have selected the correct product, click on the "File a Claim" link in the "Quick Links" section on the lower right hand side of the page.
  3. Fill in the requested information on this page. When complete, select the "Start Service Request" button at the bottom of the page.
  4. Follow the directions as they are presented until you receive confirmation that your service request has been submitted.

Service Plans:

It is a Plan that covers parts and labor to repair your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, power surges, internal heat, dust and humidity.

In the event your product experiences a breakdown, we will schedule service either in your home, if this service is provided for by the manufacturer or we will provide you instructions on where to send your product for service.

How to file a SERVICE claim:

  1. Click on the File a Claim link under Quick Links of any page. This will bring you to the Product List page.
  2. A Request Service form will appear populated with your contact information. Edit if needed. Select Start Service Request.
  3. Fill out fields required with details about your product.
  4. Click on the Submit Button.


8. How do I know if I have a Replacement Plan or a Service Plan?

Every product has its own Plan Number, which falls under the category of Service Plan or Replacement Plan. In general, products over $199 including computers are serviceable items, and products under $199 are replacement. When you click on the "File a claim" link, the portal will determine your plan type based on your registration details to ensure your product is handled appropriately.You may also refer to your sales receipt information where the Plan type purchased is indicated.


9. How do I determine if my product falls under the 'No Lemon' policy?

The No Lemon Policy refers to Service Plans. Replacement Plans by definition do not have service associated with them. If your product experiences a breakdown during the term of the Replacement Plan, subject to limitations and exclusions, the product is replaced not serviced.

No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product. The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. The No Lemon Policy does not apply to Video Game Software/CD/DVD Plans.

See your full terms and conditions for details.


10. What is an Unknown Product and how do I update this?

When the system does not have the information it needs for a product, the product is listed as "UNKNOWN PRODUCT." You may click the "Re-identify this product" button and update the product information or else the system will prompt you to update your product with the correct product purchase information when you try to do anything with the product.


11. I do not see all my products, what can I do?

If one or more of your products do not appear on the product list page, you may need to register them. On the Product List page, there is an ‘Add Another Product’ button at the top of the page. Before you can register a new product, you will need to locate your receipt for critical product information. Enter all of the required fields using the information from the receipt and follow the registration steps to allow the system to complete product registration. Once the system registers your product, your Product List page will be updated with your product and plan information. If you have more than one account, please check your other accounts, as the product list page only displays the products associated with each specific account.


12. What if the product shown is not the product purchased?

Please contact customer care at 1-855-308-7295 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


13. What if the purchase date doesn't match my receipt?

Please contact customer care at 1-855-308-7295 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


14. I am having trouble creating an account, what do I do?

The process of creating an account is a requirement of the Walmart Customer Care Portal. Key elements are required for access; these elements include name, address, primary telephone number, and an email address. Please be sure to enter your email address correctly so your account can be created without any delays. If you continue to experience trouble please contact customer care at 1-855-308-7295 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.

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15. I am having trouble registering my product, what do I do?

Please allow 48-72 hours before registering your plan to ensure that we have received your plan information. When registering a product be sure to have a copy of your receipt or online order invoice. Please enter the transaction number from your receipt if you made your purchase at a Walmart store or the order number from your order form if you made your purchase at Walmart.com. If you are having trouble locating either number, refer to the highlighted fields on the sample receipt.

If you continue to experience trouble please contact customer care at 1-855-308-7295 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


16. Why do you need my email address?

We respect your privacy and value our relationship with you; we will not sell or share your email address with any third party companies. We may need your email address to contact you. One of the reasons for contacting you is that the system sends out confirmation email when there are changes to your profile. In certain situations, we also provide support by email. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a 'Privacy Policy' link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


17. What if I don't have an email account?

An email address is required to create your account. You need an account to file a claim online. If you do not have an email address, call 1-855-308-7295 and a Customer Care Representative will assist you with the claim process or registration.


18. Why do you need my contact phone number?

We need a contact phone number in case we have a question about your account and need to contact you. Your phone number will be held in accordance with our Privacy Policy. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a 'Privacy Policy' link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


19. How secure is my personal information?

We take your privacy very seriously. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a 'Privacy Policy' link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


20. What browsers are supported?

The site can be best viewed on the following browsers*:
1. Internet Explorer 9.x and above
2. Firefox 11.x and above
3. Apple Safari 5.x and above
4. Google Chrome
* The site can be viewed on the lower versions (IE 7.x, 8.x etc.). However, there may be some misalignments.

21. What is the screen size used to develop pages on the Portal?

The screen size used to develop pages on the Portal is 1024 x 768.


22. Why do I have to enable cookies in my browser?

A cookie is a message given to a Web browser by a Web server. The browser stores the message in a text file. The message is sent back to the server each time the browser requests a page from the server. The main purpose of cookies is to assist in site navigation and possibly prepare customized Web pages. Cookies are only data, not programs. Cookies cannot erase or read information from your computer. Cookies do not act maliciously on computer systems. Since Cookies are simple text files that can be deleted at any time. We use Cookies as part of assisting you in the navigation of our site.


23. What should I do if I purchased a Product Protection Plan before Oct 7th, 2011?

Please call 1-866-803-1749 for assistance.


24. What if I bought a Product Protection Plan in Canada, but live outside of Canada (permanently or temporarily)?

If you bought a Replacement Plan, you will be sent a cheque for the full value of your product plus applicable taxes in Canadian funds. If you bought a Service Plan; service is NOT available outside of Canada, you must call 1-855-308-7295 to obtain preauthorization for the repair. Once the repair is complete, you will be instructed to fax a copy of the receipt to us to process your reimbursement for the repair.


25. I have a question not addressed above, how can I get help?

Click Contact Us below and state your question and one of our helpful staff will reply to you promptly or call 1-855-308-7295 and a Customer Care Representative will assist you.


26. Are Performance Protection Plans transferable?

The Product Protection Plan can be transferred to a new owner at no charge by calling the Product Protection Plan Care Centre at 1-855-308-7295. There are no restrictions provided your plan is valid. Information provided by you must include the Plan number, date of transfer, new owner’s name, complete address and telephone number. NOTE: The video game software/CD/DVD Plan is not transferable. Please refer to the plan Terms and Conditions for details.


27. Can a Product Protection Plan be cancelled?

You may cancel your Product Protection Plan during the first ninety (90) days by visiting your local Walmart location. You may also cancel this Plan at any time by providing written notice to Asurion at Protection Plan, Attn: Correspondence Department, P.O. Box 1818, Sterling, VA 20167, USA. Please refer to the plan Terms and Conditions for details.