On March 3, I dropped my 14 month old Toshiba laptop off at my local HH Gregg for repairs. Both of the hinges had broken off the computer, a key was sticking on the keyboard, I was having trouble with the soundcard and the headphone jack also needed to be replaced.
I gave the laptop to Jeff Bruce, the customer service representative. I told him that the laptop had never been dropped or mishandled, that I purchased and always used an expensive padded, protective laptop case and that I took excellent care of the laptop. Jeff examined the laptop and told me that he didn't see any external damage to the unit and would send it to their service center, Topps Electronics.
I was told when I purchased the laptop that the Premiere Warranty would cover any damages or defects to the laptop for 3 years, so for an additional $300 I purchased the warranty. I received no paperwork that spelled out exactly what the warranty covered; just a receipt for $300.
On March 21st, I received a written estimate from Topps Electronic Service for $219.70 to make the necessary repairs. I immediately called Topps, who told me that they determined there was external damage to the laptop, that none of the repairs were covered by the warranty and to contact HH Gregg. Jeff at HH Gregg gave me the number to corporate GE, whom he said handles the warranties. GE gave me the number to GE Vendor Relations, who referred me back to HH Gregg.
At this point, I was very frustrated with calling around to all these people who obviously were not communicating with each other. Jeff told me he would look into it and called me the next day to say that he had communicated with GE and Topps via several e-mails and that I do indeed have the premiere warranty and that my laptop was being repaired. I went away to a family vacation for a week, secure in the knowledge that my computer was finally being repaired and I would be able to get it back when I returned.
When I returned home a week later, I called Jeff and he told me that Topps had not heard from me, so they sent the laptop back to HH Gregg with none of the repairs completed and that to get my laptop back I would need to pay $59 for the diagnostic report from Topps. At this point Jeff was unable to retrieve any of the "e-mails" he said he sent to GE and Topps before I left for vacation. I was furious and asked if someone from HH Gregg would intervene on my behalf to sort out this mess.
I was again given GE's vendor relations number (he then proceeded to give me the wrong number and I had to call him back for the correct number). The woman at GE got on a three way conference call with corporate GE, vendor relations and Topps and after yet another excruciating hour of explanations regarding my situation, it was determined that I should fax a copy of my warranty to GE so they could determine what was covered and what was not. I took all of this information (contact names, phone numbers, fax numbers, extension numbers) into HH Gregg, gave it to Jeff and he printed out my warranty information and assured me that he would fax the warranty over to GE immediately.
The next day I received a call from GE stating that they had not received my warranty information. I called HH Gregg and asked to speak to Jeff's manager. After explaining the whole scenario yet again to a gentleman named Ryan Davis, he said he would look into it and call me tomorrow. (4/14/08) It has been six weeks that I have been without my laptop and I am disgusted by the lack of communication between HH Gregg, GE and Topps. I have been on the phone in a circle with these companies for hours upon hours of my own time and still have no resolution and no laptop.
When I told Ryan that I have no intention of paying the $59 diagnostic fee and that I want my and my husband's warranty money refunded (my husband purchased his laptop in July and is so disgusted with the way this has been handled that he wants his warranty money refunded as well), he told me that I would need to take it up with the corporate office and I should come into the store and get the necessary forms to do that. I'm frustrated and angry, knowing that is going to take up more of my personal time and energy to get this resolved with the corporate office.
If the warranty does not cover external damages (the hinges) nor internal damage (the soundcard and keyboard), then what the hell does it cover? It is a scam and a rip off of our hard earned dollars. My husband and I were excellent customers with HH Gregg and have spent almost $8,000 over the past few years with them. Needless to say, they will not get our business again. DO NOT PURCHASE A WARRANTY with HH Gregg unless you have ample free time to deal with people who are clearly out to frustrate, confuse and eventually wear you down to the point where you give up and they can take even more of your hard earned dollars.
Julie
Cincinnati, Ohio
U.S.A.
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