I wish to register a complaint about a recent experience at your H.H. Gregg store in Macon, GA. On 3/7/10, I purchased a flat panel T.V. After two weeks, the T.V. Had not come in and a delivery date was still unclear. The sales manager, Stan, checked on it and decided to sell me an upgraded model. I appreciated this service. I had taken pictures of all my components to make sure I would be able to purchase everything necessary for proper hookup. Stan put me in touch with Chris, the home theater specialist. After looking at my pictures, Chris got me all of the cables I needed to set up my entertainment center. I installed the T.V. (wall mounted) and it worked fine, but issues arose upon hooking up the surround sound. I called the store with my problems and spoke with Chris. He had assumed the new T.V. I was purchasing had RCA jacks for Audio Out. The expert’s assumption left me with a T.V. That won’t connect to my systems, along with a handful of cables that are useless to me. I called Stan with my situation and he assured me that they would do “whatever it takes” to make this right. We set a meeting with Chris for 4/15/10. Taking off work, I go, but Chris doesn’t show up. His next scheduled workday is 4/17/10. This time I talked with Chris and was informed that they have a T.V. That will work as I had originally expected. I had wall mounted my T.V. And since I trusted the Home Theater Expert, I threw away the base for the T.V. I used the T.V. For about a week before I tried to hook up the components. I’m told by the Assistant or General Manager (not sure which one) that my T.V. Cannot be resold without the base. I’m told the deal can be completed if I purchase a new base for a cost of about $80.00. My intention for the purchase of the T.V. And its use was communicated to these people from the start and I do not think I should have to purchase a base I had to intention to use in the first place. The manager then delivered a rather terse “Well, I don’t know what to tell you.” I spoke to Chris and explained that I should not be penalized for following H.H. Gregg’s instructions and recommendations. He agreed with me. He then spoke with the Asst./General manager who says he will take the T.V. Back, but I’ll have to pay the $300.00 difference in price. I told Chris I would come back on 4/19/10 to talk with Stan. Stan was busy on that day, so I talk with an assistant manager he says the store can eat the cost of a base, but not the cost difference between the two T.V.’s. I then get a final offer of a discontinued floor model with unknown hours of playing time. I came to H.H. Gregg to buy a T.V. To upgrade my viewing experience at home.in good faith, I dealt with your personnel, and purchased all recommended equipment based on pictures I showed them of my component system. I’m not sure if there is a lack of knowledge about the product you sell (i.E. RCA jacks or T.V.-surround sound interface), but somewhere there was a breakdown in customer service. Since I brought all viable information into your store, I do not feel I should be penalized what I was told would work. As I did not receive adequate satisfaction from this store, I am appealing to your sense of accountability and fair play in rectifying this situation. If an agreement can be met, I will truly believe you care about customer service and you will continue to receive my business. Should you do otherwise, I am afraid these bonds will be severed and I shall shop elsewhere.
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