09/22/07 Returned Toshiba Laptop for keyboard problems to HH Greg
10/22/07 Telephone contact with HH Greg Service Center Indianapolis, IN. Waited on hold for 15 minutes only to be informed I would have to contact Topps computer repair for status. Telephone contact with Topps, on hold again for 15-20 minutes. Was informed it was not fixed yet & they would contact me within 24 hours with status. No further contact.
11/29/07 Self initiated Telephone contact with HH Greg Service Center, Indianapolis, IN. On insistence, was placed on a 3 way call with Topps. After waiting on hold for 15 minutes, Topps informed the service center employee (S) that it had been sent back to Louisville on 11/11/07. Service Center employee (S) Offered to call, 3 way to the HH Greg Store. Then promptly disconnected me. I immediately called back & was placed on hold for 20 minutes. Finally, spoke with another HH Greg Service Center employee (L). Explained situation & was told that the prior employee was away from her desk & she would have her call me back. After insistence on speaking with a Supervisor, she finally stated that the previous employee had just informed her that my computer was back at the store in Louisville. I insisted on speaking with a supervisor about the long wait time & being disconnected. After 5 minutes, spoke with supervisor (M). She explained that nothing was their fault, it was all the fault of the home store & the manager there. I asked if she thought corporate might be interested in knowing the problems of long wait times on phone & over 2 month wait on fixing my new computer? I was told, "No." This is the original store manager's problem. "This is what corporate pays their store managers for!". I insisted we 3 way with the Taylorsville Rd Louisville Store. Supervisor did comply. Another 5 minutes. Store Manager (Sh) on phone, explains he does not know why no one has called me since they received the repaired laptop on 11/11/07? I explained I was very unhappy about the time spent both in repair & on the phone & their lack of calling when they received my laptop back from repair. He said, "I'm sorry, what more can I say?" Dead silence.
After a short time he asked what I expected him to do. I explained that I expected a written apology via snail mail along with a copy of his plan to prevent this from ever happening again in his store to anyone else.
I paid 399.00 for the 3 yr computer Premiere Plan Plus. They kept my laptop for over 2 months & I spent over 2 hours on the phone trying to find out why & then to locate it once it was fixed. Absolutely the worst customer service I have ever experienced.
I will never buy anything from HH Greg again & if you do, don't purchase any warranty from them.
Prior to sending this laptop in for repair, I contacted Toshiba. They were able to diagnose the problem over the phone (faulty keyboard) & advised me I could take it to the certified Toshiba repair center located in Louisville. I should have done it & avoided HH Greg altogether!
I wonder if HH Greg Corporate will be interested in my complaint? According to Supervisor Mary, "No!"
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