Conn's Home Plus

Unfortunately I have misplaced my contract, but they have acknowledged my purchase, that is not the issue.  The issue is that it fell apart within 3 months and to date they have not repaired it and I do not believe it is repairable.  They need to replace it.  It came from the factory without the proper stuffing.

Thank you for the opportunity to respond to Mrs. [redacted] additional
comments. Mrs. [redacted] elected to purchase a 48-month Repair Service
Agreement Plan with Conn’s for her refrigerator. The Repair Service Agreement
begins on the date the merchandise is received which was on 10/12/12 and ends
at the end of the term or if the policy is cancelled for any reason. Although
Mrs. [redacted] insist she has never used the Repair Service Agreement Plan, she
had coverage on her refrigerator for all necessary repairs or replacements of
covered products and product parts from 10/5/12 until she elected to cancel the
plan on 10/09/14. As previously informed, the Repair Service Agreement Plan
states, if the plan is cancelled after 30-days you will receive a pro-rated
refund based on the time expired from the date of this Agreement as a percentage
of the total term of this Agreement, less a twenty-five dollar ($25)
cancellation fee or ten percent (10%) of the purchase price of this Agreement
(whichever is less), less the cost of any claims paid under this Agreement.
Mrs. [redacted] has received a pro-rated refund in the amount of
$123.06 based on the time she had coverage on her refrigerator; no additional refund
is due to Mr. [redacted] at this time.
 
If we may be of further assistance, Mrs. [redacted] may contact us at [redacted]
 
[redacted]

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding accounts
[redacted] and [redacted].  Mrs. [redacted]
stated she had a one year “Cash-option” on her accounts but due to a payment
error, the “Cash-option” was lost and she would like it reinstated. ...


According to
our records, Mrs. [redacted] signed a 30-month retail installment contract on
August 20, 2015 which created account [redacted].  She signed a second 30-month retail
installment contract on November 19, 2014 which created account [redacted].  Both retail installment contracts included
our 12-month no-interest financing promotion (“Cash-option”). 
The “Same as Cash” credit offer
is withdrawn on a date being the earlier of 
the failure to make required minimum payments within 10 days of the
scheduled due date or twelve months from the date of purchase.  The “Cash-option” was void on account
[redacted] and account [redacted] due to payments being made timely. 
We are unable to reinstate the “Cash-option”
on Ms. [redacted] accounts due to payments being made timely one the accounts. We
have attached copies of Ms. [redacted] signed retail installment contract, “Cash-option
acknowledgement page and payment history for each account for her records. 
We value Ms. [redacted] as a
customer and appreciate her for bringing her concerns to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Sent: Thursday, January 26, 2017 1:05 PMSubject: [redacted] Conn's is saying that I...

purchased something in December 2016, I did not. Conn's is also saying that I owe them over 1300.00. my account should be paid off. IoweConn's $0.00. Please help me. I've worked really hard at keeping my credit score good and paying my bills on time. My account should not have been reopened. I'm confused has to how Conn's is getting their information. I called Conn's on [redacted] and [redacted], here in Albuquerque, New Mexico and I was told my Brenda that nothing was purchased in December 2016. So either someone used my account or Conn's is wrong. Thank You. [redacted]

Thank
you for the opportunity to respond to [redacted] complaint. Our records show
on 2/8/15, [redacted] purchased a GE refrigerator, electric range, dishwasher
and...

disposal. [redacted] elected to purchase Conn’s Installation to install her
dishwasher and disposal.
 
We
received [redacted] complaint and found she was scheduled for delivery and
installation on 2/15/15. Our records show Conn’s delivery team was able to
install [redacted] refrigerator and range however; the dishwasher and
disposal required additional equipment for installation therefore we were
unable to install at the time of delivery. Our records show we completed
installation on the dishwasher on 2/17/15 and 2/25/15 for the disposal.
 
We
sincerely apologize for any inconvenience [redacted] experienced as a result of
delay. We will mail [redacted] a $50.00 gift card for customer satisfaction;
please allow 7-10 business days to receive.
 
If we may be of further assistance, [redacted] may contact
customer service at [redacted].
 
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]1730.  Ms. [redacted] stated she returned some items from her invoice and she would like the interest recalculated.    According to our records, Ms. [redacted] signed a 30-month retail installment...

contract on October 1, 2016.  She returned merchandise from the invoice receiving a credit of $597.77.  This amount included $559.97 for the product and $37.80 for the applicable taxes.    We are in the process of doing an interest recalculation on Ms. [redacted]’s account.  We ask that Ms. [redacted] please allow 10-14 business days for the recalculation to process.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.    Thank you, Cheryle [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated there were added charges on his account he was not aware of. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on December 21, 2016.  He agreed to have his minimum monthly payment of $130.11 due on the 21st of each month.  Mr. [redacted] made one payment of $100.00 on February 9, 2017; however, his minimum monthly payment is $130.11.  Mr. [redacted] stated he is also receiving collection calls.  When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due date. Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.Mr. [redacted] stated he was not aware of the insurance charge on his account.  Our records indicate, Mr. [redacted] filled out his credit application through conns.com.  The approval email Mr. [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable.  The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s.  Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores.  Due to this being a secured promissory note and security agreement, the merchandise must be insurance with property insurance, either purchased through Conn’s or provided by the customer under their own homeowner’s or renter’s policy until the contract is paid in full.  In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insurance. Mr. [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465.  We ask that he notate her Conn’s account number on the fax for faster processing.Conn’s respectfully disagrees that Mr. [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase as he gave consent to receive the documents electronically.  We have included copies of his documents for his records.  We are unable to honor Mr. [redacted]’s request to return he merchandise as it is outside of the return exchange period.  Mr. [redacted] was given a copy of our return/ exchange policy at the time of his purchase. Additionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location. To ensure transparency, our policy can also be found on our website at conns.com.Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to [redacted].
[redacted]’s additional comments. As mentioned in our previous response, [redacted].
[redacted] returned to her local Conn’s on [redacted] and agreed to add the
adjustable base to her existing contract. [redacted] signed her invoice and
a manual contract acknowledging she was aware of all products and charges that
was being added on her contract; no discount was listed on her contract or
invoice.
 We show on [redacted], [redacted] contacted our
Customer Service Department stating she was suppose to receive a discount of
$800.00 on the adjustable base. However; [redacted] was informed that we did
not have any records showing she was offered any compensation when adding the
base to her contract therefore were unable to honor her request.
 We have included a copy of [redacted]’s
manual contract and invoice for the adjustable base that was added to her
existing contract with our response.
If we may be of further assistance, [redacted].
[redacted] may contact us directly at [redacted].
Kind
regards,
 [redacted]
[redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account [redacted].  [redacted]
stated she would like her six-month no-interest financing promotion
reinstated.
 
According to our records, [redacted] signed a 30-month
retail installment contract on [redacted]...

2014.  This contract included a 6-month no-interest
financing promotion which expired on [redacted] 2014.  [redacted]
submitted two payments totaling $300.00 which did not pay the invoice balance in
full before the 6-month cash-option expired. 
 
[redacted] also stated she did not want the repair service agreement on the
product she purchased. 
She was informed on [redacted] 2014 that
she would need to fax in a service agreement cancellation request.  We have not
yet received that request. 
Once the service agreement cancellation request has
been received, [redacted] will receive a pro-rated credit for the repair service
agreement. [redacted] can fax that request to ###-###-####.
 
As of [redacted] 2014 the payoff balance on this account is
$1486.54. 
Please note the payoff balance updates
daily.   If [redacted] would like to pay the balance in full, we ask that she call
the day she plans to submit the payment for an up-to-date payoff quote.
 
We value [redacted] as a customer and appreciate her
bringing this matter to our attention. Thank you,[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1)       She contacted us for repair or exchange for her washer but has not received a resolution; and 2)       She is requesting an exchange on her washer.     Our investigation reveals that: 1)    Ms. [redacted] washer was repaired by the manufacturer on 7/16/17; 2)    At this time Ms. [redacted]’s washer does not meet the qualifications for an exchange.   Our records show on 6/3/17, Ms. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. Ms. [redacted] elected to pick up her items from our Denver warehouse on 6/5/17.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 6/28/17 stating that her washer would not turn off.  Ms. [redacted]’s service order was canceled with our Conn’s technician because the unit was being serviced by the manufacturer.   We contacted the manufacturer on Ms. [redacted]’s behalf and confirmed that the unit was successfully repaired on 7/16/17.   We have no further records showing that Ms. [redacted] has contacted us regarding any further issues she is experiencing.                   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on Mr. [redacted] purchased a [redacted] dishwasher which included a limited one year manufacturer’s warranty. Mr. [redacted] declined to purchase an additional Repair service agreement through Conn’s...

HomePlus.   Mr. [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy. Mr. [redacted]’s [redacted] dishwasher was delivered on 5/27/15 as requested. After further review we show that Mr. [redacted] first contacted us on 8/24/15 stating that the display panel on the dishwasher was not displaying or responding to touch, however he refused service and the work order was canceled.   Mr. [redacted] contacted us again on 9/10/15 stating that the product’s display panel still was not displaying or responding to touch; our repair technician went out on 9/14/15 and determined that parts needed to be ordered.  This service call was canceled due to Mr. [redacted] wanting a second opinion from the manufacturer. On 9/25/15 service was contacted once again and we coordinated with [redacted] to provide service for Mr. [redacted]’s dishwasher.   After troubleshooting with [redacted], Mr. [redacted] was scheduled for service on 10/8/15.  Upon inspection the repair technician determined that the dishwasher needed two rails and a control panel, a part order was submitted; once received, service was scheduled to be completed on 10/16/15.  On 10/19/15 Conn’s followed up with Mr. [redacted] and confirmed that the dishwasher was repaired and was working properly. At this time we have no current work orders for the dishwasher and the product’s warranty expired on 5/26/16. If Mr. [redacted] needs service on his dishwasher he can contact Conn’s service department at 1/855-266-6349 to schedule an appointment, however he will be charged a trip fee for initial inspection plus parts and labor. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal W[redacted]

[redacted] has been contacted regarding her concerns and we have come to a mutual agreement.  [redacted] has selected a furniture set that will meet her needs which is scheduled to be delivered on or before 5/5/16. If I may be of further assistance, [redacted] has been provided a direct person to contact.   Kind regards,   Kathryn J[redacted] Customer Relations Officer

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on [redacted], Mrs. [redacted]
purchased a [redacted]sung high efficiency washer and dryer from us with a...

24-month
Repair Service Agreement and accessories totaling $3,047.12.  Mrs.
[redacted] elected to have her washer and dryer delivered; we show on [redacted] Mrs. [redacted] signed
acknowledging she received her items in good order.
 
Our
records show Mrs. [redacted] contacted our service department on three separate
occasions; stating her washer door would not close unless pressure was
applied. 
 
·         On [redacted] – service call was
placed; Conn’s technician assessed the unit and found the lock on the washer
door was broken; the technician replaced the lock on the washer door
·         On [redacted] – service call was
placed; Another Conn’s technician assessed the unit and found the lock on the
washer door was broken again; the technician replaced the door lock on the
washer for the second time.
·         On [redacted] – service call was
placed; Another Conn’s technician assessed the unit and found the lock on the
washer door was broken for the third time.  Although we were unable to
determine how the lock on the washer door continues to break, Conn’s submitted
a request to the manufacturer for a possible exchan**.
 
Our
Service Claims Department contacted Mrs. [redacted] on [redacted] and informed her an
exchan** was approved and advised her she would need to visit of local Conn’s
location to initiate her exchan** and schedule delivery.  Mrs. [redacted]
went into her local Conn’s and although the [redacted]e washer model was available she
expressed she did not want the [redacted]e washer, therefore she received an in store
credit of $1,169.97 which is the original amount paid to re-select a new
washer.  Mrs. [redacted] contacted us via social media and advised us the
washer she elected was $180.00 more than approved credit given and she did not
want to pay the difference.  As a good will **sture Conn’s offered Mrs.
[redacted] a $100.00 gift card to use towards the purchase of a new
washer.  Mrs. [redacted] rejected our offer and returned the gift card
requesting that Conn’s pay the full $180.00 towards her new washer. 
Conn’s reminded Mrs. [redacted] of her Terms and Conditions Section (9) of the
Repair Service Agreement terms and conditions which state, “ …limit of
liability is the replacement value of the covered product, which shall be the
cost of replacing the covered product with a product of equal or similar
features and functionality, not to exceed the original purchase price of the
covered product.”
 
We
have notified Mrs. [redacted] on several occasions that her washer has been
approved for an exchan** since [redacted].  Mrs.
[redacted] has also been informed that if she chooses not to exchan** her washer
Conn’s is willing to issue a credit of $1,169.97 to her account for the washer only.  As of [redacted], Mrs. [redacted] has
rejected all offers and based on the information Mrs. [redacted] has provided
she continues to use the washer that has been approved for an exchan**. 
 
To
resolve Mrs. [redacted]’s dispute, the following options are available:
 
1.      Mrs. [redacted] may contact us to
schedule delivery to receive the [redacted]e model at no additional cost; Conn’s will
pick up the old unit and delivery the new washer.
2.      Mrs. [redacted] may re-select a new
washer and Conn’s is willing to resend the $100.00 gift card to use towards the
purchase of a new washer.  If there is a difference Mrs. [redacted] would
be responsible to pay the additional.
3.      Mrs. [redacted] may contact us at ###-###-#### to schedule a date for Conn’s to pick
up her washer and have the $1,169.97 credit applied to her account.   
 
 
Mrs. [redacted] may contact us directly
regarding her decision of the options listed at ###-###-####.
 
Sincerely,
 
 
 
[redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding unemployment insurance.  We attached copies of all the signed documents with our previous responses for [redacted]'s records.  The General information page [redacted] attached documents the purchase of property insurance, not unemployment insurance.  We are unable to comply with [redacted]'s request to add unemployment insurance on the account.   Thank you, Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. As much as I would love to accept the 10%, it just would not cover the damages I discovered. Due to the delivery being at night time, the lighting was not all that great in my new home. The fridge was pushed against the wall and I did not see the long scratch against the wall. I didn't think to look at it until I found that the stickers conns had on fridge left marks that will not come off. Then when showing the fridge to my [redacted], he noticed the long crack on the longest drawer, which will need to be replaced. These are all spots that I did not bother checking. I wish I didn't hold so much trust into companies or people, especially with deliveries, but I do and now I suffer with the constant nagging of my [redacted] due to the large purchase of a damaged fridge. I signed the sheet thinking it was just an invoice showing what I purchased. While signing, the delivery man was speaking about giving him 5 star rating when we receive a call, I guess I need to pay more attention to things. How about we meet in the middle? You give the 10% towards the 15% restocking and I'll purchase a similar fridge with same or more cu.ft. Last time I was in conns to file a complaint and ask for a return, the manager showed me one fridge similar to this one, which cost more, so y'all will still be making more money. I buy from y'all quite a bit and have never failed to make one single payment! I believe I've been with y'all for 7 years. My loyalty to y'all should be worth something and y'all taking well care of me for things of this nature would be great to keep a happy, loyal customer that continues to give y'all business for years to come. Thanks for your time!
Regards,
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted]’s last response that was received on 10/04/16; Mrs. [redacted]’s refrigerator is only covered under the limited 1-year manufacturer’s warranty no additional RSA coverage was purchased through Conn’s.  As stated Mrs. [redacted] was scheduled for service on 9/16/16, but called in to reschedule; stating she needed an early morning time frame.  Mrs. [redacted] was rescheduled on 9/26/16; during the inspection the technician reported he reinstalled the freezer door seal and adjusted the temperature control to complete repairs.  On 9/30/16, Mrs. [redacted] contacted us; stating the ice-maker was not functioning.  The technician ordered a new ice-maker and Mrs. [redacted] was scheduled to have service completed on 10/04/16. Since Mrs. [redacted]’s last response; we learned the day of her scheduled appointment she was not available.  Our records indicate we attempted to contact Mrs. [redacted] on multiple occasions dated from 10/05/16, 10/06/16, 10/07/16 to reschedule her appointment to complete repairs, but were unsuccessful.  Due to not be able to reach Mrs. [redacted] her service order was cancelled completely on 10/08/16.  At this time we are unable to honor Mrs. [redacted]’s request to exchange her refrigerator.  Mrs. [redacted] may contact our service department at 1-855-266-6349 to schedule an appointment at her convenience.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252 Kind regards,  Jana A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.   Sent: Wednesday, May 04, 2016 6:38 PM Subject: complaint #[redacted]I do have recordings of most phone calls between me and Conn's. Once I suspected foul business practices I started keeping records for  a day in court. There is a questionable 30 day return policy in which employees allege contracts can't be reworked. After delivery of my merchandise I received a satisfaction survey in which I told the Conn's employee that I was not satisfied with the price of delivery and contract. I was just beginning to suspect contract not favorable to me. This call took place in september. Well within 30 days. In October I received another call where an employee mentioned the September and I proceeded to complain about the contract. I am 100% disabled. When I was able to make it to Conn's , I believe the second time, and speaking with the Supv who approved my contract and my contract complaints, and checking my credit then to see if I was actually eligible for the no interest on the tv, he would not accept payment as may confuse accounting when reworking contract. These reasons why I believe contract should be no interest, just for the tv. OR ANSWER THE QUESTION: HOW MUCH AM I PAYING ADDING TV AND DRESSER TO OTHER CONTRACT? I WANT TO REQUEST WE PROCEED TO CIVIL COURT AND LET A JUDGE DECIDE THE FAIRNESS OF CONN'S BUSINESS PRACTICES.
Regards,

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
The Purchase itself was not in my name as I stated, It is under [redacted].  I paid for the install. Please search and you will find. We made our first payment yesterday. [redacted] made it as I REFUSE to go in the store.Thank you for your help.Regards, [redacted]

Thank you for the
opportunity to respond to [redacted]’ complaint. Our records show on
2/24/15, [redacted] purchased the [redacted] Cream living set which
consist of three pieces (sofa, right chaise and ottoman) and elected to
purchase a 48-month FurnitureGard Plan. [redacted]’...

signed her invoice
acknowledging she received at copy of the FurnitureGard Plan and understood the
coverage associated with the covered products.
 
We researched [redacted] complaint and found she contacted our service department on 6/10/15
stating she needed her sofa and ottoman cleaned due to urine and juice stains.
A service appointment was scheduled for 6/30/15; during inspection the
serviceman found a number of permanent setting stains that are beyond spot
cleaning. [redacted]’ was contacted by our Furniture Claim specialist and
advised that based on the photos provided during inspection; the accumulation
of stains and the overall extraction cleaning is not covered under the Terms
and Conditions of the manufacturer’s warranty or FurnitureGard Plan.
 
We contacted the sales
associate in regards to [redacted]’ claim regarding her warranty coverage.
The sales associate stated he explained to [redacted] during her initial
purchase that the warranty covers spot cleaning and provided her a copy of the
FurnitureGard Plan. We also spoke with both the store manager and assistant
manager who stated they spoke to [redacted] and provided her the same
information regarding her warranty coverage.
 
At this time we are unable
to honor [redacted]’ request; Conn’s has a No Return or Exchange Policy on
all furniture. Based on the serviceman’s report and photos provided, the
damages are not covered under the Terms and Conditions of the manufacture or
FurnitureGard Plan.  
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted]Kind regards,Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1)       that Conn’s has not repaired his desktop promptly and; 2)       no one has returned his calls.   Our investigation reveals that:               1)       Mr. [redacted] was offered an exchange, but he refused 2)       We confirmed a service manager representative and the manufacturer have been in contact with Mr. [redacted] and a replacement model arrived on 6/14/17.   Our records show on 5/10/16, Mr. [redacted] purchased a [redacted] 34” Curved AIO desktop with a 25-month Repair Service Agreement with Accidental Damage.    Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 14-days from the date the item is received to return or exchange (computers, computer equipment, and accessories) with a 15% restocking fee.  If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.   After researching Mr. [redacted]’s complaint, we found that he contacted us on 4/28/17 stating his desktop displayed an error message indicating the hard drive needed to be replaced.  Mr. [redacted] brought his computer to the store on 5/10/17.  Upon inspection, the service technician was unable to boot up the desktop.       Based on [redacted] warranty terms they require the unit to be shipped to their facility to address any service needs.  We show the manufacturer created an RMA for a replacement that would take up to 2-4 weeks for processing.  Mr. [redacted] was made aware of the process that was taken place.  Due to the delay, Mr. [redacted] was offered an exchange to replace his desktop, but Mr. [redacted] refused since we did not have the exact model available.  Mr. [redacted] informed us that he would wait for [redacted] to send him a replacement unit.  After further review, we learned that [redacted] mistakenly shipped the computer to a Conn's facility however it did not have instructions to send the computer to service, therefore, it was returned to sender.  We’ve contacted Mr. [redacted] regarding his concerns and also spoke with ** on his behalf.  ** has shipped another computer to us for Mr. [redacted] which has been received.  Mr. [redacted] was able to pick up his new computer from his local Conn’s HomePlus on 6/16/17.  Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.