Complaint Review: HHGregg

This will be short because my good friend, who is really the victim in this would like to have a 'heart to heart' with customer relations at the company before embarking on her own negative publicity campaign. All the facts that follow are just that - facts. Some will be left vague so my friend does not have to deal with a get-even mentality as she deals with the company. In fairness to Gregg, this deals with an extended warrantee, something, I dare say, nobody has ever been happy with, although the warrantees sold by the retailer are usually much better than the deals sold by the fly-by-nights after the sale. Here's the story: A major appliance was purchased some 4 years ago at Gregg and my friend was told at the time the extended service contract would add 4 more years to the 1 year manufacturers coverage, which is generally bumper to bumper. Turns out a part in the electrical system overheated and burned over the weekend. She pulled the sales contract from her files and on the back was a statement that Gregg would literally extend the terms of the manufacturers warrantee for 5 years from the date of purchase. I don't remember the exact wording, but the sentiment was just that. Also, my friend remembers the 'pitch' from the sales droid stating the same. we called the corporate office whose number was listed on the sales invoice and the first piece of bad news was from the rep there who said ony 2, that's not a typo, 2 parts of the (probably 100) components that make up the appliance were covered under their service plan. We had a tough time believing that so requested a service call thinking the technician would see the problem and realize this was a mechanical/electrical part fault, not a cosmetic issue and repair the unit. Not so. He was not in the house more than 5 minutes when he told us the service only covered 2 parts and would not be repaired as part of the service agreement.. Now, why am I posting and not my friend? This is her first encounter with Gregg except for the original purchase. Me? I've dealt with them before, even made a purchase. But the feeling I had was the same feeling most people have when they do business with the types that run the shops on Times Square in NY or the tacky shops in the beach towns. Put your hand on your wallet pocket on your way out the door to make sure you still have it (your wallet).