I dropped off my laptop at the HH Gregg store for repair on December 26. The screws kept coming loose on the left side of my fliptop and the panel cover needed replaced because the inserts that help it stay in place were broken. My computer was still covered by warranty until December 31. The employee at the store told me that I would get my laptop back in three weeks. Unfortunately that did not happen.
On January 25, I called the HH Gregg store back after waiting for four weeks to see if my laptop was returned. I was told that the repair center still had my laptop and that a new part needed ordered. I could not understand why the part was not ordered sooner or why no one called to inform me that there would be a delay on getting my laptop. The customer service person informed me that she will ask her manager to email the repair center to see why it was taking so long.
I get a phone message on January 31 from HH Gregg's repair center. They told me that the repair was not covered by warranty and it would be $1500 to repair my laptop. There was no way I could afford to pay this amount to get it fixed so I called the repair center back and told them to send the laptop back to me. I was disappointed that I waited five weeks to get my laptop back in the same condition that I had sent it in. I could not understand why the repair center could not have figured out that my laptop's repair was not covered by warranty the first week they received it.
On February 6, I decided to call the HH Gregg store again to see whether or not my laptop was sent back from service. I was told by the customer service person that my laptop could not be repaired because of "abuse" and that it was being sent back to me. She also gave me an 800-number to call. I called the number to find out that it was to another repair company by the name of Tops Repair Service. It was very difficult getting anyone on the phone at this business. I pressed the automated number for status on repairs and no one would answer the phone and this was during business hours. I decided to try pressing "0" to see if I could get an operator. I finally got a lady on the phone.
I explained to her that HH Gregg gave me this number to call and told her that my computer was sent in for repair and I was told it would take $1500 to repair. She looks up my case on the computer and tells me that it stated that my keyboard and touchpad needed replaced. I told her that I do not know how that can be when I sent my laptop in to get the fliptop and panel cover fixed. My keyboard and touchpad was working just fine when I sent the laptop in for repair. After telling her this, she states that she will talk to her district manager about this situation and will give me a call back before the end of business hours to tell me what the situation was regarding my computer. She never did return my phone call.
On February 7, I called Tops Repair Service again to ask about my computer. This time I was unsuccessful getting anyone to answer the phone after several tries. So I called HH Gregg's customer service number. I asked to speak to a manager. The customer service person asked me the reason I wanted to speak to a manager and I told her the situation regarding my laptop. I was impressed because after telling her about the problem, she was the only one in all the people I had spoken to beforehand who apologized for my inconvenience. She looked up my information and told me that my case was transferred to Vendor Relations. She told me that it was too late to contact the person who was handling my case because it was after Vendor Relations' business hours. She stated that she would talk to the person handling my case the next day and call me back with an update.
On February 8, I waited until Vendor Relations' business hours were about over before I called HH Gregg's customer service again. The customer service rep never called me back. So I decided that this time I would ask for the direct number for Vendor Relations so I could speak to the department myself. Again, I got another customer service rep who stated that he could not give me the number and asked why I needed to call the department. Again, I told the same story and was told by the customer service person that since Vendor Relations was closed I would have to call back tomorrow.
Well, it is February 14, a disappointing seven weeks and I still do not have my laptop or any answers. No one who stated that they would call me have returned my phone calls.
HH Gregg seems to be a company whose management hides behind emails and customer service representatives. Every time I would mention my situation to anyone I would speak to, they state that they will email the manager and wait for a response. What ever happened to calling the manager on the telephone? The person from Vendor Relations who is supposely handling my case, why haven't they called me to tell me the status? The repair center even has the nerve to try to get me to pay for the keyboard and touchpad that they destroyed!
Tameka
Canton, Ohio
U.S.A.
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