In Praise of HH Gregg – Chapter 5

When last we checked in on our heroine, she was moving from the House of the Plants….LOL

Ok, We thought we had hit paydirt when we found the house we moved to. Nice neighborhood, out of Indy, good school district, close to friends, etc. And it was huge! 25600 sq. feet! What does a family of three need with 2600 sq feet? you ask. Well, somehow we have acquired a lot of “stuffs.” A lot. And you know, I’ve pared down with each move…

Oh wait – this is “In praise of HH Gregg” isn’t it? Remember I mentioned the dishwasher at the House of the Plants died..? Well after the first flood experience (I think we ended up with a total of 4 floods while there…) we decided that it would just be easier to use ours. It was new – well relatively new, we had bought it at the demon store (for you newcomers, that’s Best Buy) less than 2 months before we moved. So Hunny took the one that came with the house out to the huge shed, and put ours in. I was excited! I loaded ‘er up & turned ‘er on. 15 minutes later, I found water on the kitchen floor. A lot of it. (But not one of the aforementioned floods). The dishwasher was leaking. No biggie. Would be an inconvenience for a few days, maybe a week, but I had a warranty! 

I called the demon store, they referred me to the manufacturer. I called the manufacturer, they referred me to a repair company they use. I called the repair company & made a warranty appointment for someone to come look at/fix it. A week later the repair guy informs me the seal . is bad, no way to fix, will have to replace. Ok, so maybe it’ll be a little more inconvenient than I thought – but still not so bad…But here is where I had to go back to the demon store. I shouldn’t have had to, the repaid guy called his company, who called the manufacturer, who contacted the demon store to tell them to replace it. Per the manufacturer, all I had to do was call them to schedule a time for them to bring out & install the replacement. If only that had been the case.

Me: Hi, I was told by (mfg) to call and schedule a time for you to bring out a replacement dishwasher & hook it up.”
demon store employee:”Oh, ok, let me transfer you to the appliance dept. They would set that up.”
Me: “Ok.”

**sitting on ignore, listening to bad music & even worse ads.

Next demon store employee: “Appliance dept, can I help you?”
Me: Hi, I was told by (mfg) to call and schedule a time for you to bring out a replacement dishwasher & hook it up.”
Employee: ”Ok, I just need to look up your warranty info.”
Me: ? Ummmm, I don’t really need warranty service. I already had service, and it’s been determined that it needs replaced. By the manufacturer.”
Employee: “Well, store policy says I have to follow these steps…I need your name, the item in question and the date of purchase.”
Me: “Oooooookaaaay…” and gave the requested info.,
Employee: “I show that was a (mfg) dishwasher,(model), that was purchased at this store, on (date), and taken the same day. We didn’t deliver or install it.”
Me: “Yes…”
Employee: “When would you like to bring in the bad one and pick up the replacement?”
Me: “Ummmm, according to (mfg) you guys are supposed to be bringing me a new one and installing it…”
Employee: “Oh no, unless we delivered and installed the original, we don’t do that. You’ll have to bring us the other one & pick up the replacement here.”
Me: “But (mfg) has told me that they are replacing it, and told me to schedule a time for you to bring it & hook it up..”

Do you see where this is going..?

Employee: “I’m sorry if there was a misunderstanding…”
Me: “What misunderstanding? (Mfg) said to me - ‘Call the store where you purchased the dishwasher and schedule a time for them to bring you a new one & install it. We are truly sorry you’ve had an issue with this one, but our policy is to make it right :)’ I’m not sure which part of that was misunderstood by me..? It seems pretty straightforward..”
Employee: “We’ll be happy to bring it out and install it for you -
    Finally! Wait – that was too easy…
There is a $50 delivery/installation fee. Do you want to pay that now with a credit card?”
Me: “Ummm, is there a manager there?”
Employee: “I can check that for you..”

**Back on ignore for 10 minutes.

Demon store Manager: “Hi. My name is (name) and I’m a manager here at Best Buy (really?) I understand you have some questions about our warranty replacement policy?”
Me: “Ummm, no, I don’t have any questions. (Mfg) has determined that the dishwasher you sold me two months ago needs replaced. The seal around the door is bad and can’t be replaced. So they are replacing the whole unit. They have told me to call you & schedule the replacement. Delivery & install. Your employee wants me to pay for the delivery/install portion of that.”
Manager: “Hmmm,well let’s look at the original purchase…”

***clicking of computer keys
Manager: “Ok, I show that it was a (mfg) dishwasher,(model), that was purchased at this store, and taken the same day. We didn’t deliver or install it.”
Me: “Yes, we’ve already determined that…”
Manager: “ Oh well, I apologize, but our policy is unless we delivered and installed the original, we don’t do that. You’ll have to bring us the other one & pick up the replacement here.”
Me: “Ok, guess I’ll just go back to (mfg) and get this straightened out…”

I called the mfg back to clarify what I was contacting the demon store about. They said I needed to schedule delivery & installation, on them. I explained what I had been through. The little gal apologized profusely, and contacted the demon store while I held. She informed me it was “all straightened out” and I could schedule that service now.

Do you see where this is going..? It took two more weeks and I-don’t-know-how-many more phone calls to get this accomplished. On one call, the mfg did a conference call, I heard them tell the demon store manager that they were  replacing the dishwasher, at their expense, including delivery of new unit, installation and removal of old unit, The manager “noted” it & referred me to the appliance dept to schedule. I had a repeat of the above conversation…Finally the mfg called and scheduled it, and about 4 weeks after it broke, I got my dishwasher replaced.

You see..? I always buy the warranty – and for good reason.

Damm! I’m outta time again, and haven’t even gotten moved yet…LOL. Oh well, such is life, and patience is a virtue! Gotta go get ready for work, again! So…to be continued!

See ya laterzzzzzzzzzzzzzzzzz!!!