Tuesday, March 25
Mr. Timothy L. Frank
President
Conns inc
3295 College Street
Beaumont, TX 77701
Subject: complaint about unresponsive / almost non-existent service
References:
1. HAIER refrigerator purchase, San Antonio, TX store (17Nov07)
(Charge entry for $270.30) (Encl 1) (CONNS even messed this transaction up-note difference between invoice and charge amount - deliberately left out sales tax etc - which could be construed as fraud under DTPA)
2. Service History inoperable since placed in operation (mid - Jan08)
3. Email correspondence with customer service. (note time frames) (encl 2)
4. Replacement appliance required to purchase desperation (encl 3)
5. Phonecon from San Antonio service center 19 Mar 08.
6. Service Agreement (encl 4)
7. Phonecalls to your office unanswered recorded msgs left with admin assist
(409-832-1696)
Mr. Frank:
Never in my widest imagination could I have envisioned the fiasco I have encountered with you advertised excellent service support involving an important appliance.
Briefly I purchased a new refrigerator and placed it in a rental property. When the property was occupied in January the appliance began being used and almost immediately there were problems with it. San Antonio service center immediately informed no less than 50 phone calls by me and another 30 or so by the tenant three actual service personnel visits I believe without necessary parts/ability to repair two months without an appliance requiring me to purchase another, I am now being told sorry about that. It is not my fault that CONNS cannot repair an appliance it sells or attempt to do so in a timely manner.
I was REQUIRED to purchase another refrigerator so that refrigerated service to my tenant was available (imagine more than one month without the ability to freeze or keep food cold). (Encl 3-receipt plus delivery costs of $75)
Finally after all my complaining, I call in and am told on 19 Mar 08 that I can visit a CONNS store and I will be given $250 credit toward another appliance (pickup and sales tax not included and no compensation for the delays, extensive lost time encountered in attempting to receive proper service). As you can readily see, I paid $270.30 for this appliance and I delivered it etc. On top of this, even your warranty provides for up to $150 for food spoilage etc. Which is very evident in this situation. (Encl 1 and 4)
To add insult to injury, I am being told (refused to put this offer etc in writing) that it is my responsibility to return the defective appliance for credit or exchange after never really being able to use for almost a quarter of a year, I stressed that no one can go without a refrigerator (especially a family with small children) and that I no longer needed this appliance because I was forced to buy another. Sorry about that I was basically told. I had what they thought was 30 days to do an exchange without sales tax credit or delivery (back and forth) assistance/credit.
Put yourself in my shoes as the consumer not only do you get screwed but you end up in a sense paying for it several ways - in time and effort, in being to purchase an alternative while CONNS does its thing, in the ill will developed with the tenant who and be significantly inconvenienced to say the least, and in being responsible of moving said appliance around from point of sale, back to store and start all over again.
I expect more of CONNS than a fluff off ignoring that CONNS has always been the problem in this transaction. I have become an innocent victim of its incompetence etc. As have my tenants.
I expect CONNS to immediately and advise:
1. Make arrangements to pick up said appliance (515 Saddlebrook, SATX 78245)
2. Send me a check for the total purchase price including sales tax ($270.30)
3. And add compensation of at least $150 for the trouble, food loss etc, I have encountered. The service agreement provides for up to $150 for food loss anyway so that should be no problem. (encl 4)
In other words a refund of $420.30 and pickup the appliance which I have had to effectively store for three (3) month without any benefit as CONNS did its thing.
If you desire this to go further also advise me of that as well.
Awaiting your timely response.
Regards,
Encl 1 purchase record and invoice
2 Email correspondence
3- Replacement appliance I had to purchase
4 Warranty coverage statement
Ps - I also do not think I am normal customer as you records will show I have purchased more than 10 appliances from you all in a two to three year period.
Cf: others
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