HH Gregg Extended Warranty Service is not as represented and difficult to obtain Oakleaf ,Jacksonville, Florida
I purchased a 55" LCD TV from HHG. Although I don't normally purchase extended warranties I gave in to the salesmans pressure and purchased one. The TV has three HDMI Ports. These ports provide a place to connect satellite TV, Blue Ray Players, etc. Shortly after purchasing the TV one port stopped working. I called HHGregg Service and was told they couldn't find my contract. I tried to locate my copy but couldn't. It's been over a year now and finally I found my copy and called the HHG Service Dept. They still couldn'ty find my contract. In the meantime another HDMI port stopped working leaving only 1 working. I called the store where I purchased the TV and they found the contract almost immediately. When I explained what had happened they called their corporate office for immediate assistance. A week later a tech came and looked at the TV and said he had to order a part. Two weeks later no part and no call to install one. Called store again-promissed they would call HHG corporate to escalate situation and get immediate action. Received call from HHG corporate making excuses for their service department. They explained to me that it takes time to locate replacement parts and I should be patient. I located the part myself on EBAY within 20 minutes and found it at several other Internet TV Parts Supply Sites offering overnight shipping. HHG Gregg Service could have done the same thing. This is what they do for a living. Later the same day I received another call stating the part had "just arrived" and I would receive a call from the tech department to make arrangements to install the part. I'm waiting. I'm convinced that at some point the TV will probably get repaired. Problem, I have spent most of the period covered under the contract trying to get the TV repaired. The TV only worked properly for a very short period of time. Who knows how long it'll work after it finally gets repaired. The point I'm trying to make is simple. I bought the TV and extended warranty in good faith and was promised if anything went wrong it would be taken care of as quickly as possible. This simply is not the case. I paid a lot of money for the waranty and I've had to endure too many run-arounds to hopefully get the TV repaired.. I simply wanted what I paid for.
3 Updates & Rebuttals
Robert
Middleburg,Florida,
Still no resolution
#4Author of original report
Mon, November 18, 2013
another call to HH Gregg for some resolution. Again told they can do nothing. Their contractor claims parts for TV difficult to locate. Find and fix someday. What a way to business. For info exact part is available on EBAY but I guess that's to difficult for these proffesionals to figure out.
Robert
Middleburg,Florida,
Saga Continues
#4Author of original report
Wed, October 30, 2013
Received call three days ago. New Part ordered. Today received call they received wrong part. Must reorder. Either their lying or don't know what they are doing. And of course customer service at HHG continues to state theres nothing they can do. Essentially they can care less. What a way to do business.
Robert
Middleburg,Florida,
Additional Information
#4Author of original report
Tue, October 22, 2013
After speaking to HHG Store HHG Corporate Office called and told me Independent Service Contractor would call and make an appointment to come out and install Part which they had just received. Contractor came out today with part and installed it. TV did not work. Serviceman told me he received a defective part and in addition the part he received was the wrong part. The electronic board he received was not the same as mine. It had 2 HDMI ports mine has 3. Called HHG Store was referred to HHG corporate this time referred to vendor relations at HHGregg.
HHG vendor relations told me they could not replace the set and that I would have to deal directly with contractor. So I'm back to square one. Another parts needs to be ordered. Another service call will need to be made and I will have no assurance that the TV will be repaired at that time. HHG vendor relations did make one point clear. When you purchase a service contract HHG has no control over the performance of the contractor and cannot direct that the contractor do anything. After all that has transpired I asked HHGregg to replace the TV. HHGregg told me they won't and cannot.