IWorkRetail
United States of America#2General Comment
Mon, November 15, 2010
I find it rather unreasonable that you expect the retail location(HH Gregg) to handle your issue. I have worked, and am still working, retail for 3 years. At no point in time do I find it to be 'poor service' to remind the customer that the product is longer store responsibility after it is no longer covered under the store guarantee. From a business standpoint, I cannot take a $700 hit for an item that I'm not even responsible for.
You also stated that you had the TV from July '06 to Oct '07, almost half a year. Standard in store warranty is 30days for a reason-the store only needs to deal with immediate defective products, that is, broken upon arrival(At which point the store can send the item back to the original company and receive either a replacement or a credit). Your TV not working after 6mo does not fall under these conditions and store/cooperate policy only allows for so much. There's also the fact that the store/company has no idea what you've done to the TV-maybe you didn't treat the TV as you should of and now it's broken. There's also the fact that the TV could no longer be in production/carried at that location. What were you expecting HHGregg to do? Replace your (maybe still carried)TV? That's a ridiculous request. (That's like going to a car lot a year after you've had the car and expect the dealership to give you another car off the lot because the gas pump isn't working. It doesn't work like that)
Were you expecting them to repair it? How would you like them to do that? They're not trained as TV repair men. Call Samsung? They did that, and it's not like they can order Samsung to do whatever they want. As for the customer service rep being 'disappointed'- Of course the CSR was disappointed when he found out that your warranty was still valid-he then had to further deal with you-I doubt you were very nice or understanding, and he had to give you the bad news that he knew you weren't going to take very well. I've been in his shoes-they're not fun with angry customers who aren't willing to listen to logic.
You did however, contact Samsung, which were the only people that you should of contacted. Tech support sucks, we all know this, but you need to keep contacting the company. If your TV is still not repaired, here is my suggestion: Call Samsung, explain to them the large amount of frustration and issues you've had with the company. Tell them that they have [insert time frame] to either fix or replace your television to working order as it is still under its guarantee. Further explain that if this is not resolved by [time frame] that you will be seeking legal council, as they have not held up their end of the warrant contract that came with your TV.
Follow through. Your TV will either be fixed, or you'll have a wonderful lawsuit.
But TRULY, don't blame the messenger just because they couldn't (not wouldn't, but couldn't) magic up a solution for you. You were there once too, I'm sure. Have some sympathy...or better yet, empathy.