Conn's Appliances Complaint - Conn's service department is a CON
BEAUMONT, TEXAS -- First issue is when I initially bought this window unit, I also bought another unit in addition for my master bedroom. I was told by the salesperson that this was an excellent product and that her brother had it and it would "freeze" his room. When I got it home, it would not cool off my room at all because there was not enough BTU for the room. I called the store on the next business day and they told me that I could not return it, so here I am stuck with a AC that I can't use due to the salesperson lack of knowledge on the unit and also informing me of false information. I still however had the unit in question in the living room and LOVED it.
Well on Wed, Aug. 6, 2008, after having it at only 3 months it stopped working. So we went to Conn's and bought a new one for the bedroom since it would not cool off the room, needless to say it would not cool the house off either if we opened the doors. So we got a new unit from Conn's on 08/06/08, came home and put it in and was too late to bring the broke living room one in. So my husband took the day off from work so he could bring it in to the service dept. He was told to wait in the lobby because they had nothing in the back and they would be able to look at it right then. He waited for about 20 min. before someone came out and asked if he had been waited on. He told them that it was back there and they told him to wait some more time that it would be looked out. After waiting another 20 min. approximately, they came back out and told him that it would be another 15-30 min and for him to come back. Well he told them that he would have to come back home since we don't live in that city and he had no where to go. They told him that they would call him and let him know what they found. I waited on Friday and Saturday for a phone call and nothing ever came.
Well on Saturday I called the "service dept" and found out that they closed at 5pm and it was 5:22pm. I called corporate to complain and figure out why no one called to let me know what was going on. Well I spoke to a Customer Service Representative and he let me know what the manager's name over the local service dept. and told me that he could not really do anything that I would have to call on Monday. He also told me that they could have "loaned me out an AC." I was so excited over the news that I could possibly have an AC unit until I would get mine fixed. I waited until Monday at about 1:30pm and tried calling the Service Dept. again thinking it would have been enough time for lunch. I called the automated answering service and waited 8 min. and hung up and called again and waited 10 min. I called the College St. store and asked if the Service Dept. had another number that I could call, because I do not live in the same city so I could not just drop in. He let me know what they were at "lunch" and I told him about the "loaning out an AC" and he told me that they stopped doing this YEARS AGO and that the Customer Service Representative just told me something so he could get off the phone. So that right there really upset me. I waited a few more min. because the person at the store told me to wait because they were at "lunch."
I finally called again and waited for someone to pick up the phone with no avail. I finally called back to the store and they told me that I had to WAIT on the phone until someone answer. He gave me an extension number of #81, even thought they automated answering service says 4 digits, no 2 digits like he told me. He told me to get comfortable and don't hang up that it would take a while before they answer. I called again and waited 16 min. before I hung up.
I then called corporate again and got this wonderful person on the phone who told me that she would get an Expedited Form on it and make it a priority. I told her that I was going to run to the Service Dept. since they were not answering the phone to see what kind of progress they were doing. I walked into the Service Dept. and they looked up the service slip. He told me that there was no "update" on the status of work. I asked him why they told my husband originally on 08/07/08 that they would call him. He told me that he didn't know why because they don't tell people that. He then told me that they don't tell people to wait while they look at it because it takes up to 14 days to EVEN LOOK AT IT, NOT TO GET IT FIXED. I told him that I would like a timeline and he said that according to when I brought it in that it would be 14 days to look at it. He said that it could be while before it got fixed. He then went on to tell me that he could not "prioritized" my service to put it in front of others, that it would not be fair. I then told him that I was not saying that I was anyone special that I just wanted some answers and wanted to know if I needed to go ahead and buy a new one while it was getting fixed. He would never look me in the eyes and never would give me a straight answer.
I asked him to get the manager. He told me that he would be with me in a minute. The manager came out to the lobby looking at who might have wanted to talk to him. I told him that it was me that wanted to speak with him. I told him that my first issue was with them not answering the phones. He then told me that the calls go to a Call Center at corporate and they don't get any calls. I asked if they had a direct number and he told me NO! Then I asked why my husband had to unnecessarily wait on 08/07/08 and he said he had no idea why they told me that because they don't do that. Then he told me that there was nothing that could be done that it would get looked at in the order that the services were brought in. Which is totally understandable. I just want some answers. I told him that I was no happy with the treatment that I have had and that it would be the last time I spent any money at Conn's. I told him that I had contacted Corporate on them and that there was an Expedited Form being put on it to get fixed, so I guess they had never seen that yet because he had no idea what I was talking about.
He then told me that I had his word that he would get someone to look at it this Wed or Thur, 08/13/08 or 08/14/08. I once again asked if I had his word on that because I didn't want to have to raise HELL. I just want my AC fixed. By this time, the woman behind me proceeded to tell me that it has taken 3 months to get her weed eater to get fixed that they had just called her and she was there to get it. I asked him if this is the normal procedure about how long things get fixed. Then there was others in there by this time and I asked them if this had happened to them. I had one guy tell me it took 4 months before he got his laptop computer back. Another guy told me that he has brought his AC unit back 4 TIMES. He also told me that each time he has been in there that there was always someone else complaining about their service. Another woman told me that it took 3 months for her camera to come back. I then asked him again if this was normal. He said that with the weed eater that the Lawn and Garden is a different dept. than the Appliances. He told me that when they had their stuff in there that they had been extra backed up and it was rare for it to be like that. I then asked if it was going to be 3 months before I got my AC back. He told me again that someone would look at it on either Wed or Thur of this week. I then told everyone in the lobby that everyone needs to write to the local paper and express our feelings at Conn's Service Dept and Conn's itself.
I didn't want to start trouble I just wanted answers. I told him that if you say something, then you should act upon it. If someone at the Service Dept. told my husband that they would call him back, then call him back and let him know that it is still getting looked at. And when someone brings something in to get fixed, then their policy should be that they tell the person that it would be up to at least 14 days to get around to it. I told him that after this was paid off I would NOT buy anything from Conn's again, thinking this could happen again. I have had the worse time with Conn's service, Customer Service on the phone and in the store with regards to the Salesperson telling me false information. I am very upset and will make sure others know of my problems with them. I have now bought a total of 3 window units in 3 months, 1 of which should not have been purchased at all.
I have now written to the BBB since they are a member. I also sent a letter via email to "customer service." I also told them if I didn't receive feedback on this matter that I would be taking my story to all local papers. I know it might not do anything, but it would at least show people what kind of crooks that Conn's are.