Complaint Review: H.H. Gregg - Indianapolis Indiana

On October 1, 2006 we purchased a high end 55 inch Plasma HDTV from H.H. Gregg Electronics. After 7 months it quit working. Needless to say, we were quite upset. We then called H.H. Gregg and were told to call the service department with the warranty info so we could get it repaired. Originally they tried to tell us that they could diagnose the problem over the phone with out

coming out in person.

We made them come out anyway and the service man thought it was a certain circuit board that had gone bad. He told us it would take two weeks to get the part in. We didn't think too much about that and said okay. When the part came in a guy came out and installed it. When he tried to turn it on it still didn't work. They came out the next day and picked up the TV to take into their shop to look at it further. We were leaving on a 2 week vacation the next day, but we thought once we returned we would either have the TV back or at the very least a phone call with some kind of an update, but we got neither. This has now been going on for 5 weeks.

We called them ourselves the day we returned home to find out what was going on. We finally got a hold of someone in the service department and we then find out that they ordered another part that they thought would fix the problem but the part was again back ordered. This time they told me it would be another 3 weeks before the part would arrive from the manufacturer. So now we are up to 7 weeks without our big screen. After the 3 weeks was up they again didn't call us, so we had to call them. We then find out that the part finally came in and that didn't fix the problem either. They told us we had to call the manufacturer to find out from them what the problem was. They didn't offer to do anything on our behalf! They weren't not at all sympathetic or helpful to us.

We have had it by now so we called the manufacturer of the TV to get a handle on this mess and we demanded a new TV! The manufacturer ended up granting that request but there was more twist. We know now that we are going to get a new TV delivered to us to replace the old one. The manufacturer forwarded the necessary authorization to H.H. Gregg to set all this in motion. The CS Rep for H.H. Gregg then told us it would be another ten days before we would receive our new TV. So now we have been without our TV for 10 weeks.

Finally CS Rep Manager calls us to tell us the paperwork is complete and the TV will be delivered on Friday July 27 2007. It was delivered as stated. We then realized that the mounting brackets for our standing mount was still on the old TV. We called Vendor Relations to see if they could get those off and deliver them with the new TV. They wanted us to come and pick them up!

After everything we have been through, you would think that would be the least they could do! We insisted that they bring them to us. Someone was home all day, but they never showed up. The TV is sitting on our living room floor unusable because we can't mount it. We are totally frustrated and angry about this whole ordeal. It is sad to think that they think so little of their customers!!

Patrick

Indianapolis, Indiana

U.S.A.