I purchased a Maytag refrigerator and a set of Whirpool Duet washer and Dryer from Conn's. They delivered at the scheduled hour, the refrigerator had blemishes near the handles but nothing a little polishing compound can't take care of. When they installed the washer and tested it, the drain cycle sprayed water all over the utility room. The installers simply stuffed more of the hose down the drain pipe which caused the hose to start siphoning and the washer promptly reported an improper drain. Not being a washer technician, I was blissfully unaware of all this as I was playing with the newly installed refrigerator. The installers told me that there was nothing wrong with the washer or the hose and that the problem was the house's plumbing so I arranged to have the plumber and builder come out. The plumber and builder came out, the drain is fine, and they found that the drain hose actually had a slice to it which is only noticeable when water is spewing out. I called the sales guy who gave me the number for service. I called the service people who said "That's not our problem, you need to call delivery.", I called delivery and they said "That's not my problem, you need to call service.". Back to service, I told them that they could not defer me to delivery because that has already happened so they set an appointment in a week's time. I pointed out that since it was Conn's installation team that caused the problem and by all rights, I should've had a working machine delivered three days ago, there should be some way to prioritize me particularly since it's just a hose. That made no impact whatsoever. I asked who should I call to complain, six hours later after being transferred, hung up on and told many times that it wasn't their problem; I got a hold of a warehouse manager who expedited the service call from the scheduled Monday to the Saturday earlier, so five days away instead of seven but at least it wasn't a working day. On Saturday, the tech calls to say that he can't make it out, that he would be here on Monday. I went out to Lowes to pick up the $8 hose because I just had to get some laundry done. Today, on Monday, I've spent the entire day on hold, being transferred, being hung up on, being promised return calls and all I want to do is to tell them to take their appliances back as clearly they can't seem to deliver the promised service or even installation.
I looked into what avenues of complaint I would have and it's very interesting, with Conn's you get the discount if you go with their in store financing. This is most likely because had you paid cash and they didn't delivered then you could complain to the DA office as it's fraudalent non-performance/delivery but as it's financed through them, they can not service you all they like and you can't complain to the DA. You can still complain to the BBB and to the Attorney General which of course I'll be doing if we don't come to a reasonable compromise and I would encourage everyone having problems with Conn's to do the same.
The work day is now over, so I'm off to speak loudly in the showroom.
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