Consumer complaint received 2020-10-28
Company: Conn's, Inc.
State: AZ
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
This is not the first time I have experienced this disruption in the process. Buying a warranty with Conns is a scam. Once you move through the process and they have to deliver on their behalf, you get the run around. I paid {$340.00} for a 4 year warranty. I am only 2years into the warranty and the product is beyond repair. Im not sure if they are making it personal or what but I have been more than patient with them and only now becoming angry. This has been an ongoing issue for almost a month ( officially a month on XX/XX/XXXX ). I have asked for supervisor call backs and have not received any. No courtesy call to assure me they are working on it and why there is a delay. Im reasonable, but nothing has been done. I will continue to call every day until this is resolved. I make payments on this TV monthly. Is not right that a company wants me to keep my end of the bargain by making monthly payments but does not want to keep their end of the agreement by providing an insurance service I paid for. 

INITIAL CALL on Wed XX/XX/XXXX. I set up my initial call with Conns for a TV repair. I purchased a 4 yr warranty at {$330.00} and wanted to use that service. The rep setup a tech to come out to my home on XXXX XXXX. 

XX/XX/XXXX Called the office to report that a tech never showed. The rep told me that your appointment was setup on XX/XX/XXXX. I explained that it was setup for the 2nd and she explained that that visit was cancelled because the previous rep setup the appointment as over the phone. I expressed I took off of work today and no one reached out to me to reschedule. That was an inconvenience. She apologized and kept the appointment for XX/XX/XXXX. She also confirmed that I was setup for text messaging alerts. 

XX/XX/XXXX I called to verify if the repair tech was coming and they assured me that he was. The repair tech came by to look at the television. He came to the conclusion that he will need to change the power panel. He also went on to say the tv consisted of 3 panels in back. Its hard to determine which one it could be. He said he would place an order for the part. He set up to return on Friday XX/XX/XXXX to complete the replacement. 

XX/XX/XXXX The repair tech came by at XXXX to replace the power panel only to discover the tv was still unresponsive. He explained it may be the main power panel and will need to place an order for a replacement panel. He set up a new appointment for Wed XX/XX/XXXX. 

XX/XX/XXXX The repair tech returned with the main power panel to replace. Once completed, he reported that the tv is still unresponsive. He also continued to explain that the remaining panel the hasnt been replaced is discontinued and cant be replaced. He said he will be submitting a request to replace the tv based on it being beyond repair. Someone should be reaching out to you by Friday to go over the details XX/XX/XXXX Called to get an update on the request and the rep advised the request was just submitted on the XXXX. It usually takes 3 business days for processing. She said you should be getting a call by Tuesday of next week. 

XX/XX/XXXX - Rep advised the repairmen submitted the request for the TV replacement on XX/XX/XXXX. She advised the process takes 3 5 business days. I should receive a call no later than XX/XX/XXXX. I asked for a supervisor and she explained it will be 24 to 48hrs so I agreed to it. 

XX/XX/XXXX - Day 6 Business Day - Spoke to Rep to get a confirmation of whether I will get my television replacement number. Rep advised there was no decision made yet but she sent an email to the tech managers to get an approval. The response usually takes 24/48hrs. I should hear something soon. 

XX/XX/XXXX Spoke to Rep to get an update on my television replace approval. Rep advised there was no answer, but he will reach out to the Manager Tech in charge. The rep gave me a ticket number to verify the manager has received XXXX email requesting an approval based on my order exceeding 3-5 bus days XXXX. Ticket Number : XXXX XXXX advised me to call tomorrow if I had not heard anything back. 

XX/XX/XXXX spoke to a rep he advised that the request was put in on the XXXX and there was a note for a follow up on the XXXX. He also made a comment, that he has never seen it take this long. I told him that I was advised there was 3-5 business day processing time for an approval and it is now over that XXXX. He placed me on hold to further research. He came back to advise that he added all of the Tech Managers to the email to ensure someone would respond. He said I should be receiving a phone call by the end of the day. 

XX/XX/XXXX XXXX CST XXXX MST Spoke to a rep I explained that a previous rep I spoke to earlier today advised that they sent an update to all of the managers. I wanted to get an update to see if they are working on the request. He placed me on hold to research. Came back to say the request was put in on the XXXX. I interrupted to advise that I called on the XXXX because I was promised a response and did not receive one. The repairman and 3 previous reps confirmed with me that the request was received on XX/XX/XXXX. He responded he was not going to argue with me and he explained they have not made a decision and asked what did he want me to do. He followed with suggested transferring me to Customer Service to file a complaint. Call was dropped when he transferred me. 

Called back and spoke to XXXX - she couldnt even find a service for the tv repair at all. I had to ask her to continue to look because I made contact with this dept numerous times before over the past month. I asked to speak to a supervisor and she transferred me? It was just silence for over 10 minutes.

Company response to consumer: Closed with non-monetary relief