Conn’s Appliances

To whom it may concern,
I apologize in advance for the length of this. However, as I read the many reviews online regarding Conn’s I thought that many of them would probably not have taken the time to document their experience to as many channels as I plan, and I wanted to be thorough. I have never been one to complain without action. Even if my efforts go unnoticed, I take comfort the fact that I at least spoke up.
Thank you for replacing my damaged pedestal and for sending Jeremy and his assistant to my home. Upon arrival, Jeremy immediately assessed my situation and was able to pinpoint problems with the prior team’s installation. As lay persons, my husband and I had no idea how incorrectly our washer and dryer were connected and appreciated someone with apparent expertise coming to our home. Granted, we did have suspicions when the December 22^nd team installed our equipment in a puddle of water and did not open a pack of hoses we were instructed to buy. But, as homeowners, we trust that the contractors who come to our home are knowledgeable and would treat our purchase with the same care that they would treat their own. Jeremy and the gentleman who assisted him used extreme caution with swapping out our damaged pedestal and even took the time to remove the garage door to further ensure no additional damage. Jeremy properly installed the hoses that were left off by the previous team, reinstalled the plastic cover that affixes to the wall in the back of the washer (also not done by the previous team), and ensured that I was happy with the placement of the washer and dryer prior to leaving. Additionally, the he explained which detergent would work best per manufactures instructions, correctly adjusted the «feet» on the washer to ensure minimal rocking and confirmed that the dryer was properly connected. His customer service and expertise almost makes up for the comedy of errors that has ensued since Saturday.
I have been a customer service professional for more than 25 years. This is also the case for my husband. Do we expect companies to go above and beyond to please us? No. But, following the simple tenents of customer care are expected and should be required when you are in the customer service business, such as Conn’s. I suggest you take a look at the many internet reviews on Conn’s and reassess your customer service practices. Here are some of the customer service errors that we have experienced:
1. INCOMPETENT INSTALLERS– Between my two emails, I believe no further explanation is warranted.
2. Inept customer service employees: When I called in to express my displeasure with the fist delivery team on December 20, 2014, I was immediately cut off and advised that there could be a number of things that are wrong, such as my home not being able to support the new load of the equipment and because the team could not successfully complete the installation did not mean that they did not know what they were doing! The manner in which I was cut off and the tone of the employee was totally unprofessional. I have a new home and was replacing a similar washer/​dryer so I knew her suppositions were inaccurate. When I asked if she was an electrician, she said, «No but my husband is.» I promptly informed Marissa that she may want to listen to the customer completely and try to diffuse the situation before cutting them off and implying that the customer (not the installation team) was wrong. As it turns out, the team was incompetent.
3. Ineffective customer service channels. Trying to get someone on the phone is an exercise in futility. The phone at the warehouse either rings constantly; you are put on hold for extended amounts of time, or just simply just hung up on. Note: if someone is asked for their number to retrieve their account information and the call is disconnected, call them back and apologize. For extended holds, come back to the phone and give the customer a choice of a call back or to continue holding. Admittedly, my demeanor went from annoyed to furious simply based on your poor customer service. Call your customers back. The longer the wait, the angrier an irate customer will become.
Because of the before mentioned personal experiences, and the information I have uncovered while conducting my research, I will never purchase anything from Conn’s. We may be only one household, but we were long-​time patrons, something that your company should value.
Regards,
Tiffany E.