Lack of interest/professionalism for Conn's
Complaint
Don Birdsall
Country: United States
We purchased a new Sony LCD TV from Conn's which they installed on 4/15/08. I made a mistake by paying the bill of $3852.26 in full by credit card. Unfortunately the installer broke off a pin from the S-video cable which is stuck in the TV's S-video plug. Consequently our DVD will not work properly apparently because the tv interprets that the S-video is being used so no other video output will work. The installer noted this fact on install order and promised that a technician will be dispatched to fix the TV's S-video plug. With that condition understood, I signed the order.
Three weeks went by before I called and was told by the service dept. that they had no record of any call for me and told me to contact the install dept. When I contacted the install dept. I found that there is no one in charge of all dept. - they function as separate entities and seldom communicate with each other because I was told that I had to place the call myself. I tried several times but was unable to get a live person on the phone and decided to call my salesperson, Mr. Bouche. That's when things got really bad. Don volunteered to get involved and promised to call back. He never did so I called three weeks later and was informed that he passed the problem to Michael, one of the managers for the install dept. Since Michael didn't call either Don passed it back to me to call Curtis, THE MANAGER of the install dept. I did and left a message for Curtis but was never called back. Several days later, I called Don to inform him what had happened but he was not taking calls. Since I had Rachel on the phone I told her what I needed and she recommended that Mr George the store manager get involved which elated me, unfortunately, he was not in, but she took a message for him. You guessed it, he didn't call. I called and asked to speak to the store manager but was transfered to a Rick Bell who was filling in for him.
By this time I was frustrated and was not interested in keeping the product any longer and wanted a return and refund. My Bell informed me that he had no authority to do such and indicated that Mr. George was the person to talk to and would leave my message for him. That's right, no call from Mr. George.
I have since sent a complaint to the BBB and have received a call from Michael and Mr. George offering to fix the unit. Since I purchased a 4 Year service contract, and because I have completely lost all confidence in Conn's, I could not picture myself having to do battle for the next 4 years. Mr George indicated he DID NOT have authority to agree to a return and said he would contact his District Manager, who I don't believe exists, and get back to me. It has now been over a week since that call during which I have left two messages for Mr. George and he has not returned any calls.
I am very frustrated since I have researched Conn's on the internet, (a little late) and found a plethora of complaints about Conn's and the most common thread is a total lack of concern and professionalism. They seem to be experts at passing the buck and promising resolution but never delivering.
I would sincerely appreciate any suggestions for your office. Thanks
Three weeks went by before I called and was told by the service dept. that they had no record of any call for me and told me to contact the install dept. When I contacted the install dept. I found that there is no one in charge of all dept. - they function as separate entities and seldom communicate with each other because I was told that I had to place the call myself. I tried several times but was unable to get a live person on the phone and decided to call my salesperson, Mr. Bouche. That's when things got really bad. Don volunteered to get involved and promised to call back. He never did so I called three weeks later and was informed that he passed the problem to Michael, one of the managers for the install dept. Since Michael didn't call either Don passed it back to me to call Curtis, THE MANAGER of the install dept. I did and left a message for Curtis but was never called back. Several days later, I called Don to inform him what had happened but he was not taking calls. Since I had Rachel on the phone I told her what I needed and she recommended that Mr George the store manager get involved which elated me, unfortunately, he was not in, but she took a message for him. You guessed it, he didn't call. I called and asked to speak to the store manager but was transfered to a Rick Bell who was filling in for him.
By this time I was frustrated and was not interested in keeping the product any longer and wanted a return and refund. My Bell informed me that he had no authority to do such and indicated that Mr. George was the person to talk to and would leave my message for him. That's right, no call from Mr. George.
I have since sent a complaint to the BBB and have received a call from Michael and Mr. George offering to fix the unit. Since I purchased a 4 Year service contract, and because I have completely lost all confidence in Conn's, I could not picture myself having to do battle for the next 4 years. Mr George indicated he DID NOT have authority to agree to a return and said he would contact his District Manager, who I don't believe exists, and get back to me. It has now been over a week since that call during which I have left two messages for Mr. George and he has not returned any calls.
I am very frustrated since I have researched Conn's on the internet, (a little late) and found a plethora of complaints about Conn's and the most common thread is a total lack of concern and professionalism. They seem to be experts at passing the buck and promising resolution but never delivering.
I would sincerely appreciate any suggestions for your office. Thanks
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