Complaint Review: CONNS

On or around September 18, 2013 I went into Conn’s Home Plus, Austin, Texas to purchase a washer & dryer set, and a freezer. On 21 September 2013 the following items was delivered to my house address in Austin, TX. I received the following items Samsung WA422PRHDWR 4.2 Ft Large Capacity Top Load Washer, Samsung DV422EWHDWR 7.2 Ft Super Capacity Electric Top Loader Dryer, and GE FCMSSUWW 5.0 Cu Ft Manual Defrost Chest. On or around October 21, 2013 my washer stop spinning and the water would not drain out of my washer. On October 23, 2013 I called in a service call to Conn’s at 1-855-266-6349 to have someone to come look at my Samsung washer. The technician came out to my house on October 25, 2013 to look at my washer he informed my fiancé that a part had to be ordered for my washer and that it would be in a week and someone will give you a call when it comes and was told to call within 24 hours to find out the status of part. During the technician visit he also stated to my fiancé that this is a problem the Samsung front loader washers. If this information had been disclosed to me at the time of purchase that all these problems existed with Samsung I would have never purchased this brand of washer and dryer and this information was never disclosed. I called on the following day and was told to call back on Monday because they do not show any notes in the computer about any part being ordered for my washer. On October 28, 2013 I called the service department back at Conn’s to get an update on the part and I was told that the part would be in November 4, 2013. I called on November 4, 2013 to see if the part was in just to be told that the part had not come and was told call back on tomorrow. I called back on November 5, 2013 to check the status of my part and was told that the part will not be in until November 7, 2013. I called on November 7, 2013 late in the evening to check the status of my part to be told that it was not in. In my conversation with the customer service rep it was told me that this is estimate date I relied to her that it was told me on November 4, 2013 that it was confirmed to be in on November 7, 2013. I have called Customer Service, the Resolution Department, Samsung to try get assistance with this matter but been giving the run around by so many people. I was given a ticket number by the Service Department, Ticket #296494 and said that I should receive a call within 24 to 72 hours from a manger from the Parts Department regarding my washer. On November 8, 2013 I called Conn’s around 9:00 a.m. to inquire about the part once more and was told by customer in the Service Department to ask about my part and was told that my part was in and that we could come out on Tuesday, November 12, 2013 and that I would be receiving a call from the technician between the hours of 8:00 a.m. to 10 a.m. to let me know what time he would be coming out to my house to do the service work. On November 12, 2013 10:00 a.m. had gone so I called the service department to only be told that three other parts for my washer had to be ordered. This information was never disclosed to me or my fiancé. Also to be told that the technician that was doing the repairs was running late because he had a doctor’s appointment and that I would get a call from the technician very soon. After not receiving a call from the Technician I called back to the Service Department to be told that the technician that was supposed to do the repairs will not be able to do the repairs that day and I asked if someone else can do the repairs they informed me no he was the only that could. My fiancé took off time from his job to sit at home to wait for the technician to come and find out later that morning that he would not be able to do the repairs. After I talked to fiancé he had me to do a three way with the Conn’s Service Department to get the status of the part once more to be given the run around once again. The customer rep that we talked to this time told my fiancé that they was waiting on 3 additional parts to come in and that she was going to put in a trouble ticket and I informed her that a trouble ticket was put in last week and someone was suppose to call me within 24-72 hours and her response to me was that she does not show a trouble ticket at and she created a new trouble ticket for me, Ticket# 299119. This call was recorded by my fiancé. After I hung the phone with my fiancé and customer service I called the Resolution Department in hopes to get some type of answer. I went to explain my situation to the representative let her know that I had two ticket numbers the first one was put in on Thursday, November 7, 2013 and the second on was put in today Monday, November 12, 2013. After giving the customer rep the first ticket number she explained to me she does not know why they informed me that they had no record of this ticket number and she put me on hold for about 10 minutes to do some research. When the rep came back to the phone she explained to me that no part has ever been received, she does not know why the service department even scheduled appointment for me for Tuesday in the first place. She also inform me that my original ticket was never given a high priority and I was told on Thursday that my ticket would be given a high priority. She told me that I should her from someone around 5:00p.m. today and if I do here from any one than to call Resolution Department back. Everyone that I have talked to all they keep telling me is I understand what you are going through and I explained to them I honestly don’t think that you do because I have been giving the run around from each person I have talked to at CONNS. To be told that your part will be in on November 4, then November 7, then to say on November 8th that your part is in set up a date for November 12, to be told on November 12th that three additional parts is needed for your washer now when originally it was only one part, and on top of that the technician that suppose to call you between 8:00 a.m. to 10:00 a.m. is running late will give you a call to let you know when you time is then to go from that to say that the technician will not be able to do the work now because something came up but you do not have no one else that can do the work. Then to be told the part has not even been received yet there was never three additional parts for your washer. I informed the customer rep I do not think you know what I am going to through at this point to be paying for a product that you cannot even use. Now if I was in collections you would be hounding me until I make a payment. I want this matter to be resolved as soon as possible. On November 15, 2013 @ 8:41 a.m. I called the Customer Helpline; I spoke to Geraldine to get update on the status to why I have not received a call from a Service Manager as promised by the end of the day on November 14, 2013. She informed me she did not know why. I also let her know that I had a ticket that was already open #296494. After she looked to the ticket she saw notes that a technician came out on November 12, 2013 and three additional parts was needed to be ordered. I explained to Geraldine that the technician never came out on November 12, 2013 it was told to me on November 12, 2013 that the technician had a doctor’s appointment and he was running late and will calling shortly to let me know what time he will be coming. I never received the call so I called back a few hours later to only be told that the technician was not coming out because he had a family issue. So I asked why are there notes in the computer stating that he came to our house on that day and I also let her know that my fiancé took off that day just for that reason. It was never disclosed to us that three additional parts had to be ordered for our washer. I was informed by Geraldine today that the other three parts was ordered on November 12, 2013 and she informed to me that they will add this information to my ticket that already in existence. She did apologize for what I have been going through I thanked her and hung up the phone. On November 15, 2013 I called the service department I spoke to Samuel at Conns and I explained to what I just disclosed to me by the customer helpline and that I was truly upset with how the service department has handled this situation with my washer. After he looked through the notes he began to tell me that on November 12, 2013 that the technician came out to my house on November 12, 2013 and I explained to Samuel that no one came to my house on that day and I asked him why are there notes in your system that are false or misleading and why was additional parts ordered and this was not brought to my attention at all. He told me let me put you on hold and call the Dispatch to find out why additional parts was ordered and find out why the technician claimed he came to my house when he never did. Samuel came back from with this information he informed me this, he said that the technician was scheduled to come out to my house on November 12, 2013 that all the parts was not there and they had to order the additional parts the question that I have for him was why was I lied to and giving the run around on that day. Samuel admitted to me that they did drop the ball on this matter and all he can say is sorry. Then he goes to say I need to be patient and I explained to him I think I have already been patient enough and no person should have to go through all this to get a washer repaired. Then he goes on to tell me that if we can fix your washer we will and I explained to him really and the parts are scheduled to be in on November 19, 2013 and I explained to him that according to your policy that you have you thirty days from the date I put my service call in to fix my washer or you will have to replace it then comes out of his month that is not a guarantee that is up to Corporate Office or Customer Help Desk. Also let him know that my thirty days is up on 21 November 2013. Then he went on tell me that we have another thirty days from the date the other part was ordered. At this point I was just floored with disbelief of how those words even came out of that gentleman mouth. I think at this point I have been through enough and all want right now is to have both my washer and dryer replaced as a set since I brought them as a set with a different brand.