• Report: #120593

Complaint Review: H.H. Gregg - HH Gregg - HHGregg

  • Submitted: Wed, December 01, 2004
  • Updated: Tue, September 20, 2005

  • Reported By:Louisville Kentucky
H.H. Gregg - HH Gregg - HHGregg
Lewis & Clark Parkway Clarksville, Indiana U.S.A.

H.H. Gregg ripoff, the service department does not stand behind the warrenty in a fast and quaility manner that they state they do. Clarksville Indiana

*Consumer Comment: In Her Case she isn't lying and is correct in her stance

*UPDATE Employee: No one wants an appliance to break down including us.

*UPDATE Employee: You are lying

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On Novemebr 16th a service man from HH Gregg came to my home to look at my Amana washer which I purchased from them. The belt was broken and I was told that he did not carry belts in his truck and would have to order on and it would take 10 days.

Then the service department would call me and schedule a repair appointmet. After waiting 2 weeks without hearing anything from them I called corporate hedquarters in Indianpolis and was given the voice mail of Jim McNeese who I was told is over service for Indiana.

I asked the girl who Mr Mcneese's supervisor was and she says she had no idea! I said so is he over all of service ..her smart alec remark was that what this says. well I left Jim Mcneese a voice mail at 12:18pm and again at 3:00pm at 4:00pm I called and asked if Mr Throgmartin was still chairman of the board and is he located there in Idianapolis, agian the girl with the smart mouth says Mr Throgmartin in our chairman of the board and he IS here in Indianapolis I thanked her kindly and hung up.

At 4:39pm a lady who claimed to be Mr McNeese's assistant called for him stating he was busy.She started off by saying that she had my order in front of her and that the original order was cancelled but that it had been reopened..

I asked her what their service practices are and she stated that the repairman come out see what parts they need, they order and customers are called within 48 hours for a return reapir appointment.

I asked her if the 2 weeks I had waited was acceptable she said no BUT the part had to be ordered. I asked her if I had not called how long would they have waited to call me..she stated they have a "TEAM" that would have looked at the order after 30 days. So apparently the order was cancelled and when I called they reordered the part and now she was having it overnighted.She stated this is not a common part.it is a belt that can be purchased at Handyman's for under $20.00.

I called Amana and was told that it is a universal belt and fits several other washers that HH Gregg sell. The lady told me that since it is not a highly used part they don't carry it. This makes no since. Why do they drive service vans if they carry no parts? With gasoline as high as it is they should ride around on scooters! my sister had the same serviceman at her house 30 minutes before he was at my home and he had parts for her. This is not the first time this has happened. this is the second belt that they have had to replace in a year and the washer is 3 years old and I do not have a large family, there is just me and my husband and I wash 2 to 3 loads a week, so they must use substandard parts as well.

The service department is rude from the ground up and nobody seems to care. They sure don't tell you their service practices when they are twisting your are for you to buy that warrenty.

The consumer should be told that if what they purchase from HH Gregg needs to be repaired then it will be days to weeks before it will be reapired and the attorney general should force HH Gregg to change all statements where they claim fast, friendly, quaility service because it is simply not true.

Louisville, Kentucky

This report was posted on Ripoff Report on 12/01/2004 02:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/HH-Gregg-HH-Gregg-HHGregg/Clarksville-Indiana-47129/HH-Gregg-ripoff-the-service-department-does-not-stand-behind-the-warrenty-in-a-fast-and-120593. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

In Her Case she isn't lying and is correct in her stance

AUTHOR: J - (U.S.A.)

I happen to live in the city she is reproting from and made a few simple calls on her behalf to local PARTS DEALERS (Marcone being my primary). Without exact make and models of her washer it is a little difficult, but I did find out that Maytag made and currently makes several models of washers that do utilize a belt with the exact same part number. So on this point she is most likly CORRECT! I also asked this dealer do they commonly carry those belts in stock, and the answer was YES. I also asked that if my model happened to be "special" how long would it take for him to get it, and I was told "Unless it was a model that just had been put into production with in the last 2-3 months, at the outside he could have it in 7-10 days, most orders were under 5 days."

I happen to be one of those "repair techs" who is certified or have been certified to work on equipment by many of the manufacturers who produce products for the general consumer and have been one of those "repairmen" for the last 18 years! In all those years of work, I have found one thing to take the sting out of most peoples anger and that is GOOD CUSTOMER SERVICE!

It appears that the company she purchased the equipment from dazzled her on the sales floor, but "washed" her out on the customer service side. The truly sad part here is she is the loser. A few "Yes ma'am'ss, Thank you's and I am sorry there was a mistake made let me see if I can try to expidite your service" would go a long way to fixing the situation. If that company would use all it's local resources and not just the cheapest national competition then they would have repeat customers rather than repeat complaints.
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#2 UPDATE Employee

No one wants an appliance to break down including us.

AUTHOR: L - (U.S.A.)

Thank-you Stephen from New York- from a call center employee of HH Gregg. No one wants an appliance to break down including us. Are we "rude" because we dont have what you need immediatleyand that there is a wait? Maybe if more people would read your response they would get it that HHGregg & other retailers dont MAKE the products and STOCK every part made for all products. Thats what your facility is for!
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#3 UPDATE Employee

You are lying

AUTHOR: Stephen - (U.S.A.)

I'll say it outright. You are lying. And I know it for a fact, because I've worked in the appliance parts industry for over a decade.

Amana is a division of Maytag. HH Greg is an appliance dealer, that happens to have a service company. They are not an appliance parts distributor. Would you like me to explain the difference? They are a dealer, which means they carry appliances, and offer service on those appliances. A distributor is a company that deals directly with the manufacturer and sells their parts. Understand? Distributors inventory parts, and in most cases manage warehouses. Dealers do NOT. Dealers rely on distributors to acquire parts.

There is absolutely NOTHING unusual about the fact that HH Gregg had to order a belt. I work for an international distributor with warehouses all over the US and Canada, and we inventory over 5 million different parts and every single day I encounter parts that need to be ordered because we don't stock them. Can you even begin to fathom how many different appliance parts there are? Thousands of brands, each with hundreds of models, and each individual model with hundreds of parts. And as a matter of fact, the average turn around for a part ordered from a manufacturer is 7-14 days. So 10 days sounds about right.

I find it very unusual that you waited two weeks without contacting the service company, and then immediately took it upon yourself to attempt to contact the corporate office. Did you consider actually... you know, picking up the phone and calling HH Gregg, and inquiring about the status of your call? I'm sorry, you do realize they are a SERVICE COMPANY, right? Did you think that their business revolved around you? They deal with dozens of people each week, probably more. You know what? With a call schedule as large as theirs, it is pretty easy to get backed up. It's called reality. However, in your case this doesn't seem to be what happened.

Let me explain something to you. If a part needs to be ordered, then that means the company does NOT have the part. How exactly, in your infinite wisdom would you have the company schedule a repair that requires a part they do not have in their possession? It is absolutely normal for a special order, as I have already stated, to take 7-14 days. When the part was received, no doubt, they would have called you to schedule an appointment. This, you could have easily learned yourself, if you'd bothered to call the company and actually ask. Which, makes perfect sense. Why you don't understand, is beyond me.

You made sure to note twice that the receptionist you spoke to had a smart mouth... and then kindly neglected to mention a single thing she might have said that was out of line. She is an operator, a receptionist who transfers calls within her office. Why do you take such offense to her not knowing the corporate hierarchy? That too is unusual on your part. She sits at a phone all day. She might even be a temp. It isn't her job to know every single person in the company or their position related to every other person in the company. It's her job to dial an extension and press transfer. Get over it.

And now about your reference to Amana... a total lie. First of all, Amana customer service has absolutely NO knowledge of what appliances HH Gregg does or doesn't carry in their stores. So, NO they did not tell you that the belt you needed fits "other washers that HH Gregg" sells. Secondly, there is no such thing as a universal belt. I am TELLING you, not suggesting, not asking, TELLING you, there is no such thing as a universal belt. There is absolutely NO belt in existence that ALL Maytag (remember they MAKE Amana) washing machines use. None. I know it for a fact. I've been working with them for most of my life, and selling their parts for over a decade. There is no way Amana told you that, at all. It isn't even a possibility, and is an outright LIE on your part.

Secondly, about service vans having no parts... where did you get that from? They didn't have ONE belt that happened to be a special order. How would you have ANY clue what they do or don't have in their inventory? All you know is that they don't have THAT belt. You don't know anything else, AT ALL. You are just making things up now to try to make noise and vent your frustration at what is a completely normal situation.

And what was that about substandard parts? Excuse me? HH Gregg is a DEALER. They have NOTHING to do AT ALL with the production of those appliances, including yours. If a belt breaks, they have no control or influence over it. They didn't make the belt, or build the washer. Amana did. If you have a problem with the quality of the machine, contact Amana and complain. Stop slandering a reputable company because you think you have a point to make.

And what was that about having this belt changed before? Is that so? How did they handle it that time? Funny, you only mentioned it as an afterthought. Seems like that would be a major point considering your accusations. Sorry, but that leads me to believe it is another lie.

They are rude now? Why? You haven't given a single example of anything even remotely rude that occurred. In fact, it seems that HH Gregg is the only side to this story that actually did what they were supposed to. You seem to be the rude one. Going over the company's head and calling corporate to complain about something that is absolutely normal? Insulting a stranger on the internet because you didn't like the fact she couldn't answer your questions? Slandering a reputable company and lying outright because you didn't want to go to the laundry mat for a couple weeks? You sure seem to be the rude one miss.

And what is this... "The consumer should be told that if what they purchase from HH Gregg needs to be repaired then it will be days to weeks before it will be reapired"

Excuse me? You already pointed out that they informed you at the very beginning it would be about 10 days, which is generous, for the order and subsequent repair. So yeah, the DID tell you. Why are you now acting like they suppress information and keep customers in the dark? You should be ashamed of yourself.
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