The complaint has been investigated and
resolved to the customer's satisfactionResolved Suess Electronics — Awful company
resolved to the customer's satisfaction
My husband and I went to Suess Electronics in Appleton, WI and purchased a 50" plasma screen TV. We also decided to have them install Direct TV for us when they delivered the TV. They assured us we would have our TV within a week. After a week we still hadn't heard when our TV was coming.
We went back to the store and the best the salesman could tell us was that it would be in within a month. He claimed that because the TV was coming from the manufacturer not a distributing center, that they couldn't track when it would be in. I found this hard to swallow; I work in logistics, I am able to track product from foreign and domestic manufacturers, why can't they? He offered us the floor model for $200 off because it was slightly scratched. We accepted.
The day before delivery and Direct TV installation, we received a call from Suess saying that Direct TV wanted a $200 deposit because our credit was bad. I knew for a fact that our credit was fine; my husband told them to hang on and called Direct TV who had no record of an order being placed for us, much less a credit report being run. He went back to Suess who said they had canceled the order (after my husband had asked them not to) and that was why Direct TV couldn't see it. They put in the request again, with my husband watching, and surprise, surpise it went through fine, no deposit needed. I think they may have been trying to get the $200 back they gave us off the TV by scamming us into thinking we needed a deposit.
During this whole process the salesman was clearly irritated with us. He had assured us after we had bought the floor model that we would be treated “like royalty" to make up for the inconvenience. Instead he was hostile, argued with my husband to the point where another associate had to pull him aside, and made it seem as though we were wasting his time.
I should have canceled the entire order and gone somewhere else but at this point I just wanted my TV and Direct TV service. Suess also charged me $200 for a DVR and told me that I would get an instant online rebate from Direct TV. After installation I called Direct TV and asked how to get my rebate for the DVR. They said it should have been done instantly through Suess. I called them back, and again after some discussion had the $200 DVR charge refunded to me.
All in all it was a great deal of hassle and exceptionally poor customer service. The story about our credit was fishy at best. I honestly thought I was doing the right thing by shopping at a local store, not a big chain, but I think I would have been better off with Best Buy or Sam's Club. I would recommend not patronizing this store, or at best, being extremely cautious.