Gerald Throgmartin - Hhgregg
Hhgregg Gerald Throgmartin Completely failed in all aspects of common courtesy and basic business practices ripoff

Chairman and C.E.O. Gerald Throgmartin
hhgregg Appliances, Inc.
Corporate Headquarters
4151 East 96th Street
Indianapolis, IN 46240

Tuesday, October 17

Panasonic Theatre System, Model Number SCHT820V, Serial Number 1173

Dear Sir,
I am writing to inform you, of what can best be described as a comedy of errors, which has taken place at your Fayetteville GA store.

On August the 10th. Of this year, I took my Panasonic Theatre System, in for what seemed a very simple repair. A disc was stuck in one of the drawers. I was informed that there was an up front, non-returnable fee of $59.00, which I duly paid and was told that the repair would take between 3 and 5 weeks. So far, so good.

5 weeks later, I called the store to see if it was ready. I was told it was not back yet and was given the number of Normans Electronics, so that I could call and find out an estimated delivery time. Quite why I had to do this and not one of your staff is beyond me. However, call I did and was informed that they had not yet received the unit. I called your store back and was told that someone would call me back and let me know what was happening. Needless to say, no one called me!

After a couple of days, I again called your Fayetteville store and was informed that the unit was lost. I then asked for the name of a manager, so that we might be able to ascertain exactly what was going on, as it was unfair to expect the girls on the desk to be able to resolve the problem. I was given the name of the Manager, Mike Long and was told that he was not available at that time, but would call me back. Needless to say, no one called me.

I eventually got fed up waiting and called the store again and asked to speak to Mr. Long. I eventually got through to him and had to explain the whole scenario to him, as he had no idea what I was talking about. He said he would look into it and call me back. Needless to say, no one called me.

Some 2 weeks and 20 phone calls later I was told by Mr. Long, that the unit was indeed lost and that your company would replace it. Although somewhat upset by the loss of my unit I agreed to the replacement.

On the 25th. Of September I again spoke to Norman's Electronics and was told that my unit had turned up 2 days earlier, was under repair, and should be back in your Fayetteville store by the end of that week i.E. Friday the 29th. As I was on vacation for the following 2 weeks, I asked my daughter to call and make sure that my sound system was back. She did. It was not!

On my return, I again called your store. On Sunday October 15th. I spoke to Mr. Long and was informed that my unit was not back. He asked me to once again be patient, promised to find out what was happening and also promised to call me back first thing the following day. I told him that if he had not called me by midday on Monday 16th. October, I would come into the store. Needless to say, no one called me

On Monday October 16th at approximately 1P.M. I went into your Fayetteville store, asked for Mr. Long, was told he was in a meeting and was kept waiting some 20 minutes. He eventually came to see me, asked me to hang on a couple of minutes and disappeared. When he came back, he told me he had contacted Norman's Electronics and that they had now estimated it would cost $214.00 to repair my unit. So much for his promise that he would find out what was happening and call me first thing in the morning.

Several issues spring to mind: -

(1) What has happened to my sound system in the past 10 weeks to incur over $200's worth of damage?

(2) Where was my unit when it was lost? Was it tampered with?

(3) Why are your managers and staff not capable of returning telephone calls?

(4) Where is the customer service in this entire episode, or is hhgregg so arrogant that it believes Customer satisfaction to be an insignificant aspect of business?

(5) Lastly, what happened to the offer to replace the unit? Or was this a throw away line from a Manager simply trying to distract from the issue at hand?

I am more than a little perplexed, that any reputable company can allow such a laissez faire Manager to treat it's customers with such disdain. However that is your affair.

For my part, I expect either my original unit repaired and returned at no cost - including the refund of my $59.00 - or a replacement sound system of equivalent or better value.

As a customer who has spent in excess of $3000 in this same store over the past two years, I am disgusted with the manner in which Mr. Long has treated me. I have been inconvenienced by what appears to be a complete lack of competence, respect and common courtesy, from your Store Manager.

I trust this matter can be resolved amicably, without the need for me to take legal advice; however I will not hesitate to take such action should it be necessary.

Bearing in mind the fact that the five-week window for the repair has become ten weeks, I look forward to your response within the next seven days.

Yours Sincerely,

Michael
fayetteville, Georgia
U.S.A.

Company: Gerald Throgmartin - Hhgregg
Country: USA
State: Indiana
City: Indianapolis
Address: 4151 East 96th Street
Phone: 3178488710

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