On August 5, I paid cash to purchase a new Whirlpool washer from Conns. This was a Friday. The washer was delivered on Sunday at 3:30 pm, I tried to use the washer at 6:00pm to wash my first load of clothes and the washer did not work.
I called the store the next day. I wanted a replacement machine. The store manager asked that I first allow a service call. I agreed.
The service agent came out 2 days later said a minor adjustment was necessary. The washer came on, and began to operate. I thought all was well. The first load I washed told me differently.
I washed three more loads on different settings to see if the machine would function properly. It did not. This washer, Model number LSN2000PW, deeply embeds wrinkles on all cycles. It mutilated a hand washable silk blouse and polyester knit shirt to such an extent that each had to be thrown away. It embedded wrinkles so deeply in a pair of denim pants that steam ironing could not take them out, the pants had to be professionally pressed.
I called the store and again asked for a replacement machine since this one was malfunctioning. I reminded the of the contract which read that I had the right to return any product I was unsatisfied with and I reminded them of their publicly stated claim of complete customer satisfaction.
It is now 30 days later. I have either called or gone to the store almost every day. I have spoken with store managers, division executives and corporate office executives. All to no avail. These are the things which I have encountered:
I have been left on hold for 20 minutes at a time, I can tell you how many times in 20 minutes the Conns promotional tape plays telling you of their commitment to complete customer satisfaction;
I have been asked to hold only to be disconnected;
I have scheduled repeated service calls and no one has come to my house;
I was promised a replacement machine, twice, and on the day of delivery, no one showed up. When I called the store, the manager told me he checked and he was told he could not do it. But he never called me to say so; he just left me at home waiting;
Finally, I was told that I could get a replacement machine of another brand, I was offered a GE machine, but they would not send out a replacement Whirlpool machine. I bought a Whirlpool and I wanted another Whirlpool. I simply felt, that I had stumbled upon a defective machine and knowing that these things happen to mechanical items, I was willing to accept a same model replacement. Conns refused.
I had 30 days to replace this machine according to their contract. I have spent the last 30 days trying unsuccessfully to get them to honor this contract. I paid cash for a new Whirlpool washer from Conns, it malfunctioned on the first day it was delivered and Conns has refused to replace it and has made appointments to service it but has not come to my house to do so.
I caution everyone, do not buy so much as a toaster from Conns, if it malfunctions, you are stuck. Conns will not honor its contract nor do they live up to their advertisements. Let my pain be your gain.
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