Thursday, August 19, 2010

The Samsung Washer/Dryer From hhgregg Ordeal

Ordeal:  NOUN
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.
hhgregg (E)
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. 

hhgregg (E)

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!
 hhgregg (E)
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?!

hhgregg (E)

In retrospect, I now fully believe  the hhgregg representative I spoke with knew full well that she, or someone else with hhgregg had already falsely reported to the credit card company that they could not reach me and her so-called inability to locate my file  was probably a convenient way to feign ignorance in an attempt to avoid telling me.
After all the documentation I had provided to the credit card company, I was absolutely livid that hhgregg won the dispute by simply claiming they could not reach me!  How was that right?  I thought, so much for my consumer rights and the protection paying by credit card was suppose to afford me!
I fired off another detailed letter to the credit card company, informing them of the blatant inaccuracy of hhgregg’s letter.  The credit card company  reopened my dispute, which I ultimately  won and they subsequently removed all charges associated with the washer from my credit card account. 
After I won the dispute, hhgregg sure had no problem reaching me about picking up the washer  but,  surprise, surprise…they  didn’t want to take back the dryer. 

hhgregg (E)

The credit card company had already told me if hhgregg wouldn’t take the dryer back voluntarily and issue a credit, I could open another dispute since I had purchased the washer/dryer as a matching set.   So when the same hhgregg representative in Indiana who couldn’t find my file  started trying to jerk my chain about the dryer, I was prepared for another fight!
Mad as a wet hornet, I decided to go over her head and I got someone else from hhgregg corporate headquarters who agreed to have the  dryer picked up  too since I had won the washer dispute.
I learned two very valuable lessons from this ordeal and I want to pass them on to you.
#1.  Choose your retailer carefully.  Remember my experience if you are ever inclined to do business with hhgregg.  Frankly, I feel like I have been to consumer’s hell and back after dealing with hhgregg.  I will NEVER buy anything from them again. 

hhgregg (E)

#2.  Even if you have the money to pay cash, always place a major purchase (like appliances) on a credit card until you are sure you didn’t buy a lemon.   No one likes credit card debt, including me, and in fact, right before  the washer started malfunctioning, I was planning to pay off the credit card when the next statement came.    Boy, am I ever glad I hadn’t done it yet!   In the end, opening and winning the credit card dispute for the washer was my ONLY recourse in getting hhgregg to take the washer/dryer back.
I just purchased  a new washer and dryer from Lowe’s.  I also bought a refrigerator, dishwasher, electric cook top and wall oven from Lowe’s for the kitchen remodel we are about to start at the house in Hooterville
That was a $7,000 sale that COULD have belonged to hhgregg… IF they had treated me right.
And yes, you can bet your bottom dollar these new appliances from Lowe’s are on a 12 month/0% interest Lowe’s credit card until I make sure I didn’t end up with a lemon in this bunch.


jenngga said...

Hi Shari, I purchased two appliances from them in November of last year. Boy do I feel lucky that both of those worked out fine as I paid cash and don't even have a real credit card. I'm sorry that you had to go through all that. I will definately think twice before buying from them or from Samsung.

Rebecca said...

I'm SOOOOOO happy you posted about this experience! WE NEED TO KNOW about junk like this. We don't have that business here in Oklahoma but I'm telling you right now...NOT SURE I'll be buying a Samsung ANYTHING given what you've experienced.

Word of MOUTH is everything. I have a good mind to write the company myself and tell them because of recent complaints I will NEVER buy from them!

You go girl!



Sandy~Romantique Inspirations~ said...

Yeah Shari, I am so glad you never gave up.... you are one persisted Lady, and I admire that.... I'm a fighter too and I'll fight to the finish. Some people will just let it be, but I think we need more people like you so we don't get run over by their junk. Thanks so much for sharing this information.


ButterYum said...

Oh Shari - I'm so sorry to hear you had to go through all that hassle - what a nightmare! I'm glad you stayed with it until you got your money back (for both the washer and dryer!!).

And sister, I LOOOOVE the way you did this post - love all the slash marks all over that store's name. One of their stores just opened in our town - I will avoid it like the plaque.


Happy Cottage Quilter said...

Shari, so glad that you won the dispute. It was only right! 90 days is terrible to have a major appliance break down. I will avoid hhgregg like the plague.


Victoria said...

I do remember you posting the initial story of this in April, I'm glad you did an update because I was curious as to what happened but couldn't recall which blog I'd read it on!!!

What a nightmare and so sad that they treat their customers like this. I'm glad you won the dispute and I will be sure to never do business with that company! Good advice about paying with a credit card too:)

Adrienne said...

Yay for you! You stuck to your guns, did the right thing and in the end won - but what a headache you had to go through. So glad you've got new appliances and will hope all goes well with them. Crossing my fingers for you,

Pink Roses and Teacups said...

Good for you Shari! I'm so glad this ordeal is over for you. Let's hope you have no problems with all your new appliances. Looking forward to seeing the news remodel!


Claudia said...

Shari - what a nightmare! I saw lots of commercials for hh gregg when I was down in Tampa/St. Pete. What a terrible company. I will certainly pass this information on to my sister and her family. Thank goodness you fought the battle and won.


Shelia said...

Oh, Shari! What an ordeal! Bless your heart! I'm just amazed at how unfair businesses can be. Downright deceitful! You're a smart gal to keep after them and I'm glad you won!
Be a sweetie,
shelia ;)

Debbie said...

Thanks for the post information. I believe you and will not buy from them either. Boy if they only knew how much their lack of customer service is costing them in the long run! In fact, I already mentioned your original ordeal when my daughter and son-in-law were purchasing last month for their new house. They did not pick Samsung due to your post. Thanks a lot!

Bringing Pretty Back said...

Guess where I will NOT be getting my appliances for the little house!
Have sa pretty day!

Jane said...

I don't blame you for being upset. I'd be furious! If a company doesn't stand by the products they sell, they shouldn't be in business. Consumers work too hard for their money to have this happen.

We don't have hhgregg here in MA, but if they ever come this way, I will definitely avoid shopping there.

Glad to hear you finally had resolution to this ordeal.


Anonymous said...

Lowe's is my number one retailer for everything I need. I have a few rental apartments so repair and replacement is continual. Off to Lowe's I go. My apartments are in three different states. Recently I was vacationing in Arizona and one of my tenants called me about a malfunctioning stove. I called Lowe's and arranged for delivery of a new stove and pick up of the old stove, all while driving down the highway! Doesn't get much easier. I always buy the extended warrantee also, Lowe's backs up everything - again, no problems.

I spoke with a Lowe's clerk at the return counter and inquired about their liberal return policy. The clerk said she had accepted back a 4 x 4 fence post that had been set in cement 2 years previously. Now THAT is customer service.

Anonymous said...

How awful for such a large company to behave so deviously. You go girl! We don't have one in our state, and I hope they never come here. Thanks for giving everyone the heads up.

Bringing Pretty Back said...

It is so exciting!I am REALLY hoping to be in the little house by my birthday - October 24th. Crossing fingers!
Have a pretty day!

{Bellamere Cottage} said...

Oh Shari... I'm so happy to hear this all worked out. They really gave you the run around... Hope the new things are perfect-o!