Conn’s HomePlus

. I was able to qualify for a new Dell Computer. There was no interest on the purchase beyond two years. The price tag on the computer was about $ 100 more than if I were to purchase the computer elsewhere without finance. So in a sense the finance is built in and could potentially become even more if I do not pay it off just a bit more quickly. I was really happy with my sales person. Unfortunately; the Dell 13″ 70 000 is having touch screeen issues; with «ghost or phantom touches». If you go to Dell’s website or even Amazon you will see I am not the only one with this issue. Just google Dell Inspiron 13 7000, «ghost touch» and you will see an ongiong thread. This of course was not the failure of Conn’s. So I merrilly went into the store today to describe my dilemma. There was very little in terms of compassion toward my situation. I could either return the item for a 15% restocking fee; or have it sent to their service with no gaurantee from that point that it would be reparied or that I might recieve a refund. I visually demonstrated the problem to the manager of the store who declined seeing what I could demonstrate three times. At that point I lost trust in the manager. If I can show you something and you refuse to see it, that is dishonest. I would rather have heard; «I do see what you are speaking about but I am not a qualified technician and can not give a qualified opinion. And because we do not have technicians here, regretfully, I will have to send this off, I am sorry for the inconveinance, these things do happen.». That would have been preferrable than saying «I can not see what is right in front of me.». A third person, the customer service agent, began interrupting the process with her input, further making the customer feel «ganged up on». I have been in retail sales for many years, and when a customer is upset, I do not allow a third party to come in for just that reason. The customer will feel ganged up on. My job as a customer service person is to comfort, listen, and help as far as the rules allow me to and if not that then to get my supervisor or boss, to see if there is anything further we could do. There wasn’t even the attempt to generate the apperance of concession. I have had to do this in customer service before as well. Knowing full well that I will never be able to surpass a policy, I at least give the appearance of bending. Sometimes this involves, just nodding my head in agreement, reflecting what the customer says to show I understand, offering to call when news of the situation arises, anything to make a client feel as if I care, despite not being able to meet their wishes. I was simply stonewalled and I am lead to believe that the fine art of customer service has been depeleted from this generation. I do not trust that I will see a refund, or even a nod of understanding. I have been lead to believe that customer service does not exist in this store, and that the employees genuinely do not care. This situation is not yet resolved, but I will report on it as more becomes known to me. The person who was my sales person offered to have me pay the restocking fee if I did not trust the situation. Earlier the manager gave every indication that at the end of the service inspection if I were to chose to return it I could do so with the restock fee. However after my sales person and I talked, and he went to reconfirm with the manager I would be able to return the item to stock, the manager then said it would not be possible. This manager, Ken, twice gave testimony to his capability of honesty. Once when he declined to ackowledge what I demonstrated three times and could demonstrate yet again if asked. And the second time when he suddenly shifted about my being able to provide a restock fee to return to the shelf, this item. He was in my opinion now taking this personal.