August 3
Mr. Jerry Thorgmartin/Mr. Dennis May
I would like to start by asking that you take the time to read this fax and return my call.
I have attempted to contact you by telephone but was refused to be transferred to your office. My feelings are that you deserve to hear what consumers feel about your company and I deserve the opportunity to express them to you.
My husband and I bought a 65 inch Mitsubishi from HH Gregg in November. Due to issues in the past with one of your competitors on a warranty issue my husband and I were not sure that we could rely on your company to follow through on the warranty and were not in desperate need of a TV at the time. The representative was very adamant that HH Gregg's warranty was the best. It was hassle free and there would be no issues. We gave in and bought a 65 inch Mitsubishi TV.
I called to set up for a Technician to come out and fix the TV during the 1st week of July while I was on vacation. One week later when I had not heard from anyone and called back I was advised that nothing had been set up but would be redone. I finally received a call a few days later from Norman's Electronics to set up for the tech to come out on a Saturday. When the tech came out he played with the remote and said it had to be the signal board, and that he would order and be out Wednesday or Thursday of the next week. I was also advised if I had not heard from anyone to call. At no time did the tech look on the back of the TV to get any information on the model, serial number, etc. I called on the next Thursday and was advised that the parts had just been ordered and it would be another week.
Now we are going on three weeks from the first time I had called.
I called back to Norman's Electronics on Tuesday, July 25th and was advised that the parts were in and the appointment was set up for Thursday, July 27th. On Thursday, no call was made to the house with a time, after we had been instructed that someone would call before 0900 to set something up. After calling Norman's again my husband was able to determine that someone would be out later in the day.
The tech did come out and when he went to replace the part he stated Oops, I ordered the wrong part. I will have to reorder and be out sometime next week to fix this.
Now we are going on four weeks.
Needless to say I was very upset with the fact that this would again be another week in getting fixed. I called to the HH Gregg store in Morrow and was advised by the manager that HH Gregg no longer controlled the warranties and he could not help me. I was given a number for GE Tops who I called and was advised there was nothing they could do. I finally received a number for HH Gregg Customer Service who continuously told me that GE is responsible for this and there was nothing they could do to help.
Finally, I was transferred to a Supervisor named Di. She did advise that with the warranty program I had purchased came with a loaner TV. It was a 20 inch and I could pick it up at the store. I reminded her that I own a 65 inch and that was quite a bit of difference, but picked up the TV so that something would be in my living room that worked. Di also contacted Norman's Electronics and advised them to expedite the parts for the TV because of how long this had been going on.
My husband called back to Norman's on Wednesday, August 2nd, and was advised that the part had just been ordered after 5 days and it would be 7-10 days before it arrived. I was able to obtain a number for Jessica Carr at the HH Gregg Corporate Offices. I left her a voicemail on Wednesday and she called back on Thursday. I explained the issue to her and she advised she would look into it. Valeria Thompson from HH Gregg called back at 1:12 pm today (8/3) advising that she spoke with Norman's and they stated that a part had already been replaced (untrue the wrong part was ordered the first time) and another was being ordered.
My biggest issue with HH Gregg is the fact that I bought this warranty from HH Gregg and not GE Tops. All of my information states HH Gregg is responsible for helping with this issue and no one in your company wants to take ownership.
After all the issues I have been having I looked on line to find out that many people are having the same exact issues with service now that it is no longer handled by HH Gregg.
I will never purchase another product from HH Gregg, nor will any of my family or friends.in the past I have been a big supporter and cheerleader for HH Gregg since they came to the Atlanta area. This is no longer the case. I have been sure to tell all people that I come in contact with not to purchase from your company that you do not stand behind the product that you sell. I purchased at $499.00 warranty/service plan from HH Gregg and everything on the receipt under Priority Service is false and in breach of the service contract that was sold to me. I held up my end of the bargain by paying for the TV and warranty that was sold to me.
When HH Gregg outsourced or sold product service & repair to GE Tops you HH Gregg did not put in place systems or metrics to make sure the original Warranty Service contracts, like mine issued in Nov. could or would be supported.
At no time was I ever contacted by mail or phone that the original service plan I bought would not be honored as stated on the bill of sale.
We both know that 4-5 weeks, and possibly longer, is entirely unacceptable for a TV to be fixed and I am past frustrated with the service and lack of concern that has been shown by HH Gregg. I have advised to all people that I have spoken with at HH Gregg that the worst thing you could have ever done was to sell/outsource your service and repair to GE Tops. You can see by the amount of consumers in your stores that we no longer have faith in your product and service.
All I have asked is that you provide the service that is stated on your warranty. I have not received Priority Service from the beginning of this. I have asked that 1. To fix the TV immediately but no one has been able to do that. Or 2. Replace the TV or 3. Provide a store credit of the original amount that was spent on the TV and let me get another one.
I do not feel I am being unreasonable in this request due to the time this has been going on. I have no faith in GE Tops, Norman's Electronics management/tech, or HH Gregg Corporation.
I will be forwarding this letter to the Better Business Bureau along with my original sales receipt with the warranty information that I purchased from HH Gregg and not GE Tops in hopes that they can help to ensure that all consumers do not receive this type of service from HH Gregg or any other company.
As I stated I have no faith in any of the parties involved in the repair of my TV or the fact that it will be rectified due to my experiences with the same parties in the past month. I will be providing the original sales receipt and service plan/warranty information to a few local lawyers in hopes that they can advise me what I can do to get this situation closed.
This will also be sent to Mitsubishi management advising them of the issues that I have encountered.
As I stated in the beginning I would really appreciate your time and effort fixing this issue, as well as, a call back from you. This will also be forwarded to you by overnight mail as well in hopes that it will get into your hands.
August 12
Dennis May/Jerry Thourgmartin
Again, I come to you with more complaints and disappointments from your company.
A letter was faxed and sent overnight to both of you on August 3 and as no surprise I never received a call back from either you or your staff.
I have attached the 1st letter I sent to you so that you may re-read and then continue in the daily saga of getting my TV fixed.
Week 5
Norman Electronics called and advised they had the part for the TV and wanted to come out on Thursday, August 11th to repair. Again I was told someone would need to be home until 9am so that the technician could call and set up a time to come out. At 9am we had still not heard anything from Norman's Electronics', no surprise, so we called and were told that the Tech was filling out the paperwork and would call back to advise. My husband spoke with someone and was advised that 4pm-6pm the tech would be coming out. So again I left work to go home. At 6pm no one had come and when I called to find out what was going on Norman's was closed. Again no surprise.
I called this morning (8/11) to find out what was going on and was told that the tech called yesterday and no one answered. Which again is a huge lie. My husband spoke to the office and confirmed, and was told that the tech would be at the house between 4pm and 6pm. Norman's sent someone out to the house today. The tech replaced parts and the TV came on for just a minute with awful lines in it, and went right back off.
The tech has no clue what is wrong with the TV. The same thing happened with the original TV and it had to be replaced because it was something that could not be fixed per the HH Gregg Technician at the time.
Now, Norman's Electronics wants to pick the TV up next Wednesday, August 16th to take to the shop for who knows how long. This is even a bigger mistake considering it is not a good idea per electronic repairmen that I have spoken with. When moving 65 inch TV's there is an even bigger chance of more failures with the TV.
Again, as I stated in my previous letter, I have no faith in any of you making this right.
The more I go on line the more complaints I find exactly like mine concerning HH Gregg and their practices. Last night on the news I saw that the State of Georgia has entered into a settlement with HH Gregg, that addresses various sales and advertising practices alleged by OCA to be in violation of the Georgia Fair Business Practices Act.
No one is willing to work with me from your company and have left me little choice.
I will be contacting a lawyer and asking for their input on how to handle this situation. When I bought this warranty 2 years ago it was from HH Gregg and not GE. I am not asking for anything that is out of the question. The TV cannot be fixed. I have just asked for a new TV or store credit.
These letters will also be sent to Joe Doyle's (Administrator of the Governor's Office of Consumer Affairs in Georgia) for them to research as well.
I cannot believe in 2 years how fast your company has gone totally away from customer service. I will not let other people believe in your company as I did. My husband and I will be making copies of both of these letters I have written to you and stand outside the store and give to people as they enter into the store. It is only fair that they are given the heads up to not spend their hard earned money in a store that will not back up the products that are sold by them.
My husband and I would love to hear your thoughts on this. If you would like for me to fax all of the complaints about HH Gregg and their warranty issues I would be more than happy too.
The BBB has already received the original letter but will also be getting this.
Your company has been nothing but a let down.
I would love for you to go to usacomplaints.com and read the negative comments about your company and their business practices. These letters will be sent to them as well. A few examples of the complaints are 1. HH Gregg Steve Hughes failing to respond to our complaints Indianapolis Indiana. *Updates HH Gregg, Columbus Ohio not returning calls; 2. HH Gregg ripoff extended warranties Douglasville, Georgia. These are just a few. There are many more saying the same thing. Even your employees are advising what a terrible company you are. A direct quote from one of your employees about the company executives. Basically Throgmartin got greedy and wanted t o grow the company but forgot the core principles that HH Gregg was founded on 50 years ago. That's why on top of their logo it doesn't say Family owned and operated anymore, it just says Family operated: or something to that effect. Don't be surprised if you see them having a going out of business sale in the near future.
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