Complaint Review: H.H. Gregg - HH Gregg - HHGregg - Clarksville Indiana

I happen to live in the city she is reproting from and made a few simple calls on her behalf to local PARTS DEALERS (Marcone being my primary). Without exact make and models of her washer it is a little difficult, but I did find out that Maytag made and currently makes several models of washers that do utilize a belt with the exact same part number. So on this point she is most likly CORRECT! I also asked this dealer do they commonly carry those belts in stock, and the answer was YES. I also asked that if my model happened to be "special" how long would it take for him to get it, and I was told "Unless it was a model that just had been put into production with in the last 2-3 months, at the outside he could have it in 7-10 days, most orders were under 5 days." I happen to be one of those "repair techs" who is certified or have been certified to work on equipment by many of the manufacturers who produce products for the general consumer and have been one of those "repairmen" for the last 18 years! In all those years of work, I have found one thing to take the sting out of most peoples anger and that is GOOD CUSTOMER SERVICE! It appears that the company she purchased the equipment from dazzled her on the sales floor, but "washed" her out on the customer service side. The truly sad part here is she is the loser. A few "Yes ma'am'ss, Thank you's and I am sorry there was a mistake made let me see if I can try to expidite your service" would go a long way to fixing the situation. If that company would use all it's local resources and not just the cheapest national competition then they would have repeat customers rather than repeat complaints.

Thank-you Stephen from New York- from a call center employee of HH Gregg. No one wants an appliance to break down including us. Are we "rude" because we dont have what you need immediatleyand that there is a wait? Maybe if more people would read your response they would get it that HHGregg & other retailers dont MAKE the products and STOCK every part made for all products. Thats what your facility is for!

I'll say it outright. You are lying. And I know it for a fact, because I've worked in the appliance parts industry for over a decade. Amana is a division of Maytag. HH Greg is an appliance dealer, that happens to have a service company. They are not an appliance parts distributor. Would you like me to explain the difference? They are a dealer, which means they carry appliances, and offer service on those appliances. A distributor is a company that deals directly with the manufacturer and sells their parts. Understand? Distributors inventory parts, and in most cases manage warehouses. Dealers do NOT. Dealers rely on distributors to acquire parts. There is absolutely NOTHING unusual about the fact that HH Gregg had to order a belt. I work for an international distributor with warehouses all over the US and Canada, and we inventory over 5 million different parts and every single day I encounter parts that need to be ordered because we don't stock them. Can you even begin to fathom how many different appliance parts there are? Thousands of brands, each with hundreds of models, and each individual model with hundreds of parts. And as a matter of fact, the average turn around for a part ordered from a manufacturer is 7-14 days. So 10 days sounds about right. I find it very unusual that you waited two weeks without contacting the service company, and then immediately took it upon yourself to attempt to contact the corporate office. Did you consider actually... you know, picking up the phone and calling HH Gregg, and inquiring about the status of your call? I'm sorry, you do realize they are a SERVICE COMPANY, right? Did you think that their business revolved around you? They deal with dozens of people each week, probably more. You know what? With a call schedule as large as theirs, it is pretty easy to get backed up. It's called reality. However, in your case this doesn't seem to be what happened. Let me explain something to you. If a part needs to be ordered, then that means the company does NOT have the part. How exactly, in your infinite wisdom would you have the company schedule a repair that requires a part they do not have in their possession? It is absolutely normal for a special order, as I have already stated, to take 7-14 days. When the part was received, no doubt, they would have called you to schedule an appointment. This, you could have easily learned yourself, if you'd bothered to call the company and actually ask. Which, makes perfect sense. Why you don't understand, is beyond me. You made sure to note twice that the receptionist you spoke to had a smart mouth... and then kindly neglected to mention a single thing she might have said that was out of line. She is an operator, a receptionist who transfers calls within her office. Why do you take such offense to her not knowing the corporate hierarchy? That too is unusual on your part. She sits at a phone all day. She might even be a temp. It isn't her job to know every single person in the company or their position related to every other person in the company. It's her job to dial an extension and press transfer. Get over it. And now about your reference to Amana... a total lie. First of all, Amana customer service has absolutely NO knowledge of what appliances HH Gregg does or doesn't carry in their stores. So, NO they did not tell you that the belt you needed fits "other washers that HH Gregg" sells. Secondly, there is no such thing as a universal belt. I am TELLING you, not suggesting, not asking, TELLING you, there is no such thing as a universal belt. There is absolutely NO belt in existence that ALL Maytag (remember they MAKE Amana) washing machines use. None. I know it for a fact. I've been working with them for most of my life, and selling their parts for over a decade. There is no way Amana told you that, at all. It isn't even a possibility, and is an outright LIE on your part. Secondly, about service vans having no parts... where did you get that from? They didn't have ONE belt that happened to be a special order. How would you have ANY clue what they do or don't have in their inventory? All you know is that they don't have THAT belt. You don't know anything else, AT ALL. You are just making things up now to try to make noise and vent your frustration at what is a completely normal situation. And what was that about substandard parts? Excuse me? HH Gregg is a DEALER. They have NOTHING to do AT ALL with the production of those appliances, including yours. If a belt breaks, they have no control or influence over it. They didn't make the belt, or build the washer. Amana did. If you have a problem with the quality of the machine, contact Amana and complain. Stop slandering a reputable company because you think you have a point to make. And what was that about having this belt changed before? Is that so? How did they handle it that time? Funny, you only mentioned it as an afterthought. Seems like that would be a major point considering your accusations. Sorry, but that leads me to believe it is another lie. They are rude now? Why? You haven't given a single example of anything even remotely rude that occurred. In fact, it seems that HH Gregg is the only side to this story that actually did what they were supposed to. You seem to be the rude one. Going over the company's head and calling corporate to complain about something that is absolutely normal? Insulting a stranger on the internet because you didn't like the fact she couldn't answer your questions? Slandering a reputable company and lying outright because you didn't want to go to the laundry mat for a couple weeks? You sure seem to be the rude one miss. And what is this... "The consumer should be told that if what they purchase from HH Gregg needs to be repaired then it will be days to weeks before it will be reapired" Excuse me? You already pointed out that they informed you at the very beginning it would be about 10 days, which is generous, for the order and subsequent repair. So yeah, the DID tell you. Why are you now acting like they suppress information and keep customers in the dark? You should be ashamed of yourself.