Conn's Home Plus

TICKET NUMBER : 1140986To Whom It may concern:On Monday, February 1, 2021 I walked in to the Conn's HomePlus Clearance Center located at: 1401 Rankin Rd, Houston, TX 77073 to purchase a refrigerator. I worked with a salesman by the name of Michael. He recently had a stroke and walks with a cane. He sold me a refrigerator "As Is" telling me that the unit works perfectly and that it was marked down due to aesthetic damages to the unit. Michael also told me that this unit was covered under a manufacture warranty. The same day he sent me a text message to show that the tablet on the refrigerator works because when I made my purchase the refrigerator was not plugged in. On Tuesday, February 2, 2021 the delivery team from Conn's delivered the refrigerator to my home. When the unit was plugged in prior to the delivery men leaving my home, they showed me an error message that appeared on the tablet on the refrigerator. The delivery person told be that something was wrong with the unit and that I needed to call Conn's. He then proceeded to press and hold the button on the tablet of the refrigerator for 30 seconds to clear the error message. I loaded all of my groceries into the refrigerator and went to sleep. The next day, Wednesday, February 3, 2021 all of my groceries spoiled. The temperature inside of the refrigerator was 71 degrees. Everything in the freezer completely melted. I had over $250 worth of food in my refrigerator. Everything went bad. I called Conn's at this number: [protected] to report this issue, as I was told that I had 24 hours to report any issues with the unit. At 8:19am I spoke to a representative with Conn's to explain the situation. She was rude and was not solutions oriented. She told me that she would "try" to have someone get back to me regarding this issue within 24 hours. She told me that she was "putting in a ticket and would send it to the warehouse and that someone would be coming to my home to look at the refrigerator." The ticket number that she provided me was: 1137648. The same day at 8:57am I called Samsung because I was told by the Conn's salesman Michael that this unit was covered under a manufactures warranty. Samsung created a basic repair ticket number [protected]. On Wednesday, February 3, 2021 Samsung sent their technician out to my home to diagnose and find out what was wrong with the refrigerator. They determined there were leaks, a bd compressor, and many other issues with this unit. They technician left and told me he would speak to his manager to see how to proceed. On Friday, February 5, 2021 I still had not heard back from Conn's. I spoke with Samsung to follow up regarding their technician who came to my home and found out this refrigerator with the same exact serial number was previously owned and deemed defective in December of 2020. Samsung exchanged the unit that I now own for a brand new refrigerator for the previous owner. This led Samsung to create a "Case Management Review." Samsung stated that this refrigerator had been previously repaired by a Samsung technician and was deemed defective and that it never should have been sold to me two months later by Conn's at a Clearance Warehouse. On Friday, February 5, 2021 I also received a call from Conn's regarding the ticket that was created on Tuesday, February 2, 2021. Conn's scheduled for a technical to come and service the refrigerator to diagnose the problem on Monday, February 8, 2021. On Friday, February 5, 2021 I decided to complete a customer satisfaction survey that Conn's sent me and share my disappointment for this situation. I am a mother of 4 and our household has 6 members total. We can not be without a refrigerator during a global pandemic and be expected to make Progressive Leasing payments for a unit that is defective, inoperable, and should not have been sold to me in the first place. After submitting my survey to Conn's I immediately received a phone call from "Yolanda" with Conn's. I shared my entire situation with Yolanda over the phone. She offered to mail me a Conn's gift card. She assured me that she would submit a "ticket" that would be escalated to Conn's Corporate to resolve this issue. When she submitted this ticket I received this email confirmation from her:Your request (#1138926) has been updated. Medallia Survey [protected]- cx advised went into store in Tomball location (Rankin Rd) purchased a French door fridge was delivered 2/2/2021 next morning food was spoiled, cx called us and rep was very disrespectful, cx received a ticket number and was advised wh would be notified with update, when cx did not hear back cx called Samsung and Samsung setup service tech came out yesterday and part was ordered, and Samsung advised cx the unit was previously declared as defective and had previous repair in December 2020 and exchanged under mfr with different customer. Cx is requesting a callback in regards to concern and not happyI waited patiently to hear back from Conn's. On Monday, February 8, 2021 the Conn's repair technician arrived at my home at 10:00am. I explained the entire situation to him. His name is: Enrique. Enrique diagnosed the problems with the refrigerator. He stated that there was an internal leak, bad compressor and other major issues. Enrique told me he would speak with his supervisor to see how to proceed with this situation and to find out whether or not to order parts since the unit has previously been repaired by Samsung and the same issues exist. Under the Engineer Mode the tablet on the refrigerator displayed a list of all of the issues. At the top of the list the code: 84 C appeared which is the same error code that displayed on refrigerator the day the refrigerator was delivered. My salesman Michael covered this up by clearing the error message on the refrigerator before texting me a picture to "prove" that the table on the refrigerator works. On Monday, February 8, 2021 Enrique the Conn's repair technician stat in my driveway after leaving my home for 45 minutes. At 10:47am on February 8, 2021 Enrique called my phone while still sitting in front of my home. He informed me that Conn's will replace the entire refrigerator with a brand new one in 24-72 hours. He asked me if Samsung provided me with a "700" number regarding the exchange that the previous owner had with this same refrigerator. I informed him that I did not have a "700" number from Samsung, but I did have my ticket number through the "Case Management Review" department for Samsung. On Wednesday, February 10, 2021 I called Conn's to follow up on the status of my ticket. To my surprise nothing was accomplished. They generated a new "ticket" number regarding my exchange and provided me with this number: 1140986. They informed me that Conn's was well within their 72 hour window to respond and that I would receive a phone call and text message from Conn's by the end of the business day February 10, 2021 with details on when my new unit would be delivered. I heard nothing from Conn's. On Wednesday, February 10, 2021 I also decided to contact Samsung to follow up on the status of the "Case Management" review. Samsung informed me that they made the determination to not exchange the unit because the unit is no longer covered under manufacture warranty after being re-sold to me, because their manufacture warranties are non-transferrable, and the unit was already exchanged December 11, 2020 for the previous owner who received a brand new refrigerator. I asked Samsung to email me confirmation of this determination with details and this is the email that they sent to me from this email address: noreply. [protected]@sea. samsung.com. The email read:
Mrs. Owens called In because she got an email that her service ticket was cancelled and she didn't understand why. This unit doesn't have any Warranty with Samsung because it was exchanged with the original owner and warranty doesn't travel to any other customer who purchases this unit. RF27T5501SG/AA Serial # OB4N4BBN500548X was exchanged in December 11, 2020. The ticket number is [protected] [protected] Conns repaired this unit in store and the unit has a warranty 07/31/2021. Case was reviewed and there is nothing that Samsung can do for the unit since it is policy that once the original owner received any accommodation such as the exchange the warranty wouldn't travel to a new owner. The phone number to this department for Samsung is: [protected] The representative from Samsung who I received this determination from was Rasheena. On Thursday, February 11, 2021 I called Conn's to follow up with the situation. When I contacted Conn's they informed the that they are quote: "waiting to hear back from Samsung" regarding the exchange/ replacement of my refrigerator. I informed the Conn's representative that Samsung will not exchange/ replace because there is no manufacture warranty on the unit. Conn's explained that on their end, they see a manufacture warranty. At this point, when February 16, 2021 comes, I will be 2 weeks into having a defective, inoperative refrigerator in my home that I have NEVER used since purchasing it from Conn's. I was told that this unit is covered under a manufactures warranty through Samsung and that was not true. I was told that Conn's would exchange the refrigerator and I learn that Conn's contacted Samsung to request an additional exchange (exchange number 2) on the same refrigerator with the same serial number that was previously exchanged through Samsung on December 11, 2020. I am an extremely dissatisfied customer. I trusted Conn's with my financial investment. I can not believe that Conn's would mishandle their customers in this way. Why does it take so long for tickets that are "escalated" to Conn's Corporate to get responses and resolutions? This is part of the "customer service" big picture. It is now 3:50pm on Thursday, February 11, 2021 which is 8 calendar day's after I called Conn's to report that my unit that they delivered the day before is defective and not working. What is wrong with this picture? Sincerely,
Gervase Owens
Dissatisfied Customer
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