1. A difficult or painful experience, especially one that severely tests character or endurance.
2. A severe or trying experience.
You might remember I posted a rant in April about my new Samsung front loading washer that wasn’t even 90 days old when it started repeatedly shutting down in mid-cycle and giving an error code.
Here’s a condensed (but still rather long) version of the difficult, painful, and trying experience the retailer where I bought the washer (and matching dryer), hhgregg, put me through for four months.
Essentially, hhgregg was absolutely NO help when the machine started to malfunction. Since their ridiculous 2 week return period had passed, they would not exchange the washer so I had two service calls through the service contract with hhgregg, and Samsung sent repairmen out on two other occasions. After 4 service calls in less than 4 weeks, I was fed up.
FORTUNATELY, I had put the washer/dryer purchase on a credit card so I decided to open a dispute with the credit card company. Per their instructions, I sent them a long, detailed letter explaining the problem I was having with the washer, specific dates and details of the conversations I had with hhgregg and Samsung representatives, and I included documentation of the service calls.
About 5 weeks later, I received a phone message from a representative in the hhgregg home office in Indiana. I immediately returned her call but got her voicemail so I left my name and phone number. When I didn’t hear back from her after 2 days, I called her again. She claimed she “could not find (my) file” and appeared chagrined that she had absolutely “no recall” of why she had called me.
At the time, I did think it was a little odd that she couldn’t find my file but, nevertheless, I had a lengthy discussion with her regarding the continuous problems I had with the washing machine. I told her I was quite upset with the lack of concern and customer service I received from hhgregg. I also told her she was the first and only person from hhgregg to contact me and I was completely disgusted that her contact came only AFTER I had opened a payment dispute with the credit card company. Too little, too late!
She seemed empathetic, acknowledged she would be upset too, and said she planned to follow up to see why the sales manager and general manager of the local hhgregg store had never called me back as promised.
The very next day after that conversation with the hhgregg representative, I got a letter from the credit card company indicating I had LOST the dispute. The reason: someone from hhgregg (likely the same woman I had just talked to the day before) had written the credit card company a letter stating they had “TRIED” to reach me and I never responded!
But get this: The credit card company sent me a copy of the hhgregg letter claiming I didn’t respond and it was dated ONE FULL WEEK BEFORE I ever got the call from the hhgregg representative!
Can you believe a company would stoop to such unscrupulous behavior?!