I purchase a 50" Samsung Plasma television from HH Gregg on August 22nd, it was delivered on August 24th. The television had the most beautiful picture on it until September 6th.
My wife and I were watching a football game when all of a sudden the television made 2 loud popping noises and the screen went black and the sound went off except for this terrible humming noise.
I purchased a 5 year premium warranty which clearly states "if your product cannot be repaired, we will replace it with a product of comparable features and performance or at our discretion reimburse you for replacement of the product with a check, voucher or shopping card from the retailer from who you purchased your product in the amount of the original purchase price of your product, including taxes, as indicated on your receipt".
It goes on to say "The term of the service plan as indicated on your sales receipt, begins on your date of purchase and is inclusive of the manufactures warranty and remains in effect unless cancelled or fulfilled persuant to the provisions below. Our obligations under this plan will be considered fulfilled if we provide you with a replacement product, a check, voucher or shopping card in the amount of the original product purchase price of your product, including taxes as indicated on your sales receipt."
It also goes on to say " the plan includes the following enhanced coverage: A mechanical or electrical breakdown caused by unintentional and accidental damage from handling during normal use on select products as indicated on yur sales receipt".
I called the warranty service company to report a problem on September 8th. The brochure says you can get help 24/7 but that is not true either. Electra-sound came to my home on Tuesday and spent maybe 30 seconds to 1 minute looking at my television and wrote on his report that the tv had a cracked panel, cant be repaired tv needs to be replaced. Occurred same day as delivery. Which I told him was not true and he told me that probably when it was delivered it had a hairline crack and when the tv heated up it cracked the rest of the way. He told me to contact HH Gregg for replacement.
When he left I called HH Gregg and talked to the manager. She (Connie) told me that they would replace the tv and asked me if I could bring it to the store tonite (after they checked inventory and found they had more). I told her I did not have any way to bring a 50" tv there in my car. She then said she would set up a delivery on Saturday. I thought it was all over until she called back 15 minutes later and told me she could not exchange the tv until she got approval from her manager and she would call me back.
The next day I still had not heard from her so I called the store, it was her day off. I told the manager that day (John) what was going on and he said he sees the report and that they are waiting for approval and they will call me back. He told me I would have a resolution on Thursday 9/11/08.
I did no thear from them again so I called and guess what it's his day off and I had to go over it with another employee. He told me they were waiting for an answer from Samsung. This is the first I heard of this, everyone else said they were waiting for approval from Corporate. I asked why doesn't someone call Samsung, do you know how many e-mails go unopened every day? He said I could cal them if I like. My reply was, this is not responsibility, I purchased my tv from HH Gregg, not Samsung and it is there responsibility to make a call. He told me the manager was with customers and when he was done he would talk to the manager. I asked him to have the manager call me on my cell phone. Guess what no one called again.
I called them on Friday (9/12/08) - same story waiting for approval from Samsung. I then called Corporate at HH Gregg and they connected me right to Samsung. I talked to Jennifer and she seemed to be understanding and she would help me. She wanted the report from the repair company which I e-mailed and faxed to her. I received a call a couple hours later from Electra sound, they want to come and take pictures of my tv. They wanted to come during the day on Tuesday and I told them I don't get home until around 5:15. She said all her tech's go home at 5:00 and she will call me on Monday.
She called monday and said none of her tech's could come out that late and asked me to take pictures and e-mail them to her on Tuesday. I e-mailed them on Tuesday (9/16/08) and waited to hear from someone. I never did so later that day I called Samsung and asked them if they received the pictures and report. They said they have no record of the faxes or e-mials. I was talking with Susan at Samsung after getting disconnected 3 times and asked her not to put me on hold because I keep getting disconnected. She had me fax and e-mail the pictures and the report to her while we were on the phone together. She received them and told me that she would give them to the person that makes the decisions on this type of problem.
On Wednesday I received a message from Susan with bad news, apparently they contacted Electra sound and now they are claiming it was damage during delivery or installation and this is not covered under the manufactures warranty and to contact HH Gregg. I called HH Gregg when I received that message and again talked to John. I told him what Samsung said and he said he would have to talk to his manager once again about this. I did not get a call on Wednesday once again.
I called on Thursday (9/18/08) and talked to Connie again. She said she would need to contact the ditrict manager. I told her she had until 4:00 that day or I was going for outside sources for help. While I was at lunch the manager left me a message to call him. His name is Bill and he told me that there is nothing he could do for me since Now I am being blamed for breaking my own television. There is a 10 day return policy and it has been more than 10 days. Needless to say I went ballistic. I told him exactly what the warranty said and he said it still was not covered. I also told him what Connie originally told me and the service man about th ehairline crack. He said he was not aware of this until now but he will look further into it.
I calmed down a couple hours later and called corporate again. I told them what was going on and he put me on hold while he called Bill. He came back on the phone and said Bill is working on it and will be getting back to me.
Here it is friday afternoon (9/19/08) and I still have not heard from Bill. This is the worst purchasing experience I have ever made. I spent $4,000.00 in that store that day and can't get anyone to help me, not even the warranty company. I will never purchase anything from HH Gregg and everyone I know and come in contact with will be told about this and will never purchase from them either.
Terry
Medina, Ohio
U.S.A.
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