the perfect fix
Simple, direct and fast is
the way to address tech issues.
Consumer reporter Pat
Volchok gives a behind-the-scenes look at Costco
products and services. Send
your questions about this
article to: buyingsmart@
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WHAT IF THERE was a technical support center
you could call for free setup and assistance for the
lifetime of your computer, television or tablet? And
what if the average call time to reach one of the service’s live, knowledgeable agents was about 20 seconds and most issues were resolved in less than 20
minutes? If you’re a Costco member, all this and
more is available to you through Costco Concierge
Services at 1-866-861-0450.
Costco Concierge Services (CCS) has expert-level technicians offering free technical support
seven days a week, 17 hours per day (excluding holidays), to help members with a whole cartload of
electronic products o;ered by Costco warehouses or
More than 4 million members have made the
call to CCS since its introduction ;ve years ago—but
I’ve not been one of them.
However, a;er talking with Costco Concierge
Operations buyer Franny Mooney I’m now a user—
and a believer.
Here’s our conversation.
78 ;e Costco Connection DECEMBER 2011
Pat Volchok: I have a feeling I’m going to kick
myself for not using Costco Concierge Services. Tell
me about the program.
Franny Mooney: We realize that, for many
people, setting up and operating today’s electronics
can be complex. ;is is why we o;er free tech support for the lifetime of many of our devices. We
assist with setup, product use, integration with other
electronic devices and any other technical questions
our members may have. If a member’s product
needs in-warranty repair, we’ll guide him or her
through the process from start to ;nish.
PV: I thought this program was only available
during Costco’s 90-day electronics return time or was
part of the product’s warranty.
FM: Costco Concierge Services is separate. We
average more than 3,000 calls a day, o;ering free
tech support for the lifetime of all televisions, computers, touch-screen tablets, projectors, cameras,
camcorders, MP3 players, home theater systems,
DVD and Blu-ray players, all-in-one-printers
(stand-alone), monitors (stand-alone), routers and
pressure washers purchased from a Costco warehouse or Costco.com.
Speaking of warranties, CCS has repaired nearly
100,000 TVs and computers that were beyond the
manufacturers’ warranties, which Costco members
otherwise would have had to pay for.