H H GREGG / Faulty product, no customer service!
I made a mistake, I fell for the hype. We only had a short time to purchase a new TV, to receive money from our insurance co., for our RCA 52" projection TV, that I'd had for 12 years. Lightning hit the transformer behind our house, and damaged several electronic items including our big screen TV. Now to get back to my point.It's Saturday, Sept. 15, I'd heard that HHGregg was having a "big sale" "'til midnight only". My wife and I new we must purchase a TV similar to the one being replaced [per insurance co. rules].We stopped by our local HHGregg store in Bowling Green, KY. Our friendly salesperson, Nathan, was very helpful, showing us all the models and sizes of TV's. We finally decided on a Mitsubsubishi 57" DLP, for $1,499.97 ,not too bad.Then we were informed ,that it had a stand made especially for that model,and it was nice, so for an additional $359.97., we were all set. Now for the fun part, we paid in full $1971.54 on our debit card. We decided to decline the extended warranty, because according to Consumer Reports, and other news shows, one normally doesn't use these and it's a waste of money.This TV comes with a 1 year manufacturer warranty ,which should suffice if there is any defect. O.K. Six weeks later the problems start. The picture flickers for a few seconds, then the TV shuts off, with the lamp indicator light glowing red. I push reset button, then, unplug overnight , according to the manual. Then I contact HHG. Service Dept.,they in turn connect me to Mitsubishi. A week later, after the "red tape", they send me a replacement bulb.Two days later, same problem. I call HHG ,they connect me to Mitsu. I get a list of local serv. companies. The first was a wrong number, the next one didn't have a serv. dept., the next one connected me to HHGreggs, Customer Service Center. Finally I get a number for Norman's Electronics, based in GA, this is the only service contractor listed on Mitsubishi's website.It would be the end of next week, before they could send a Technician to my house. Meanwhile a nice young lady at HHGregg in Clarksville, TN, which was on my "list",faxed my info. to Mike's Elect. in Bowling Green, KY. They called me about servicing the TV, but once again it would be more than a week later.I call HHG again to see if they can do anything,the woman in Cust. Serv. informs me that Mike's Elect. is not on the Serv. Contractor "list". Because the TV is under manufact. warranty, it can only be Norman's Elect. that can service the TV. Now it's been three weeks since we've been able to watch our "NEW" TV. Yesterday, the Tech. showed up, to repair the TV, again a very nice guy, he thought he knew what the problem was. The TV shut off before he got out of the driveway. I ran out and stopped him. He said " it could be a lot of things". He's going to order some parts, and in a week to a week and a half, he will call to set up a time to start replacing parts.This morning I called HHGregg to see if there was anything that they could or would do. I was told, since I'd had the TV for more than 10 days that I would just have to deal with the manufacturer. I don't like to complain,but I do remodeling and home repair, and if I do a job, and the customer isn't happy, I will return as many times as I need to, at no extra charge, to fix the problem. It may cut into your profits, but thats how you get repeat customers, and new ones ,by word of mouth. I told the guy from Cust. Serv. that " I felt like, since they had gotten there money, that it wasn't their problem anymore " and " I should have bought the TV on credit, then I could bring the "lemon" back to them, and cut my losses." Then I asked if, since they weren't going to do anything , is my only alternative to deal with Mitsubishi ? He said " Yeah, basically." So basically, I think I've learned a lesson. The next time I need to buy electronics, I'll go to Wal- Mart, I've never had a problem returning anything there. Wish me luck dealing with Mitsubishi, and getting to watch football on my 57" Lemon, sitting there collecting dust. As for HHGregg, I'm not going to call them anymore, nor will I ever set foot in one of their stores. And my word of mouth is," Don't go to HHGregg for anything! " They don't care about you the customer, only their profits. I don't see how they can stay in business for very long like that. My wife may get pissed and call them, and if she does, GOD help their souls.