PSI: New kitchen hits warranty snag - WBTV 3 News, Weather, Sports, and Traffic for Charlotte, NC

PSI: New kitchen hits warranty snag

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by Jamie Boll - bio l email | produced by Jeff Keene - email

DALLAS, NC (WBTV) - Matt Thomas and his wife Christine decided in the down housing market it was better to upgrade then sell.  They remodeled the kitchen in their quaint country home.

"This is the first time in our lifetime as a couple we have a matching kitchen," said Matt Thomas.

The couple spent nearly $7000 on new Samsung appliances to finish off the job. T hey bought a new refrigerator, range, microwave and dishwasher.

"Did a whole package deal with HH Gregg," said Thomas.  "Great service from the get go."

The Thomas' even purchased extended warranties.  Everything seemed perfect.  Until the dishwasher quit working for a second time.

"The first unit was installed and once it was connected it was defective from the get go," said Thomas.

HH Gregg told him to bring it back, they would sent him out a new one.  The company did and the second unit worked great, for about a month.

HH Gregg told the Thomas' it was out of its hands.  It was now a Samsung warranty issue.  It took two weeks to get a tech out to the house.  The Thomas' were told the main motherboard was bad. A part would have to be ordered.

"Now, I'm being told the parts not available," said Thomas.  "It's on backorder, no estimated time of delivery,"

It had been two nearly two months since the Thomas' original purchase.  WBTV started making phone calls.  HH Gregg quickly called back.

"About a day later we got a call from their (HH Gregg) headquarters," said Thomas.

HH Gregg says it was determined to make things right.  The company said it hated to hear that such a good customer was having so many problems.

The company says the Thomas' can return to the store and pick out a new dishwasher.  HH Gregg says it will deal with Samsung on the warranty issue.  HH Gregg is also offering an additional $100 store credit to the Thomas' for their inconvenience.

The Thomas's hope to have the new dishwasher installed and running for the holiday season.

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