CHICAGO, ILLINOIS -- Here's one way a customer can buy a product, be satisfied with that product but never buy from that company again. It's all in the details... We purchased a big screen TV from Circuit City. I was not present at the time. My wife told them we wanted to take advantage of their free financing offer.
She was given a credit application which she filled out, however her only form of "credit ID" was a major bank card with my name on it. She had grabbed my card by mistake and forgotten her others. "No problem" they said, "just come back with your husband and we'll transfer the balance to your new account." What is so interesting is that in spite of their not wanting to accept this card as a credit reference at the service counter they had no problem charging this large purchase to the same card without even checking her ID at the register.
I only mention this because a few days later when we drove the long distance to this store, their CS Manager told me "Well, they could have just done this then." (The "they" he was referring to was the same exact customer service counter where my wife had been standing two days earlier and "they" were now wasting MY time!!!) We went ahead and got the CC Credit Card anyway and they credited the bank card and charged the purchase to the CC Card and gave us the term of free financing as advertised.
This would have been acceptable until the same CS Manager tried to charge a different total using the excuse that one of the items was no longer on sale. At this point, I became more annoyed than I already was when he told me "They could have just done this then." The man began to argue with me and was basically a poop head about the whole thing. He had a BAD ATTITUDE.
I stood there as the temperature behind that counter fell to sub-zero and the bad attitude tried to intimidate me and told me that I "would have been OK until I opened my mouth". EXCUSE ME - OPENED MY MOUTH? WHO do you think you are? Now I was angry. OK, hang in, it gets worse. The manager on duty came over and was even more rude and unprofessional and after trying to explain this to him he told me he could absolutely care less if I ever came back. He just stood there and gave me a smart little grin that did a good job of telling me how he really felt about me.
Now mind you, there has been no profanity or name calling or anything done in any way than any other customer would have handled this situation. At this point, they got a what for from me. I am a reasonable guy but I am not going to tolerate insubordination from a retail employee. These guys needed to be reminded that the customer is still the one paying their salary. If they are that unhappy, then leave and get a different job, but don't take your frustrations out on a good customer. I am not even going to complain to the company about this because it is that company that hired these bozos and the old apple doesn't fall very far from the tree. So just forget it.
These two employees, these unprofessional MORONS have cost the company thousands from me and I'm sure 100's of thousands if they make it a habit to treat customers as poorly as they treated us that day. The other question here is why did they allow the situation to form in the first place. My wife can buy whatever she wants (within reason) without my name, why did they even make it an issue. Then, why was she allowed to charge the purchase on that same card with my name on it? (By the way, that was HER account, she just grabbed the card with my name on it - they could have seen that on the credit report.)
But no, Circuit City is too mechanized, too automated, too impersonal to offer customized service to its clients. If they don't wake up they may go the way of many other retailers who used to be household names but now are just forgotten memories in the sea of bad customer service. I'll tell you, they've taken great care of us at Best Buy. Never a problem. Awesome customer service and NO HASSLES, so far. You be the judge, it's a free market. Shop where you want. But beware the morons behind the counter. Remember, it takes years to build a customer - and seconds to lose one.
SOUTH PORTLAND, MAINE -- Good day. I am writing to let you know of my experience with Circuit City. On 1/19/08 I bought a Gateway QuadCore computer tower as well as an Hemi HP 24" Monitor, top of the line computer web cam, several computer programs. I spent almost $2,000. I also spent that night in tears as the tower was totally unresponsive to me. The next day I went back to Circuit City and the guys behind the counter told me to go have lunch and that they'd check the computer out. When I got back they apologized to me. They told me that this tower had never been 'set up at the factory' before being sent to them.
I was offered a different tower. In fact, they said it was the last one in the store. I took it home, hooked it up and it worked for about a month before it developed the nasty habit of turning off whenever it felt like it. I dealt with it for a week or so trying to adjust 'sleep' settings and monitor settings trying to fix the problem. I called Circuit City number on my register receipt and was told they'd notate my situation but that I would have to call Gateway. I called 'Tech support' at Gateway and the woman suggested I restore the computer to an earlier time. A time before it turned itself off.
I asked her if doing a restore point was wise as my initial problem is that the tower turns itself off. What if it turns off in the middle of this process? She replied not to worry, it won't do that. Then it did. Now I had a useless piece of metal. They sent me a box and I sent my computer in. The same woman that ran the restore point told the repair people that it turns itself off every 15 minutes. I never told her that. I said it could be 5, 15 or an hour. It turns off randomly. The repair people tested it for 20 minutes. It didn't turn off and they sent it back to me. It is still broken when I get it back.
DHL sent another box for me to return the machine but left it in a puddle to freeze to the ground. I had them remove the box but no one ever sent another! I called the phone number on my Circuit City register tab. They were very nice and said they were sorry I'd encountered so much trouble with my purchase. I was told to bundle the machine back into the box and take it into the store. The tech lady at Circuit City (on the telephone) told me that it was within the store manager's power to give me a new tower since I'd had so much trouble. She said that it was within his power to help me even though it was past 14 days.
However when I went to the Circuit City store where I'd bought the tower, the manager wasn't there that day and I spoke with the Assistant Manager who told me after about an hour of him going into the back room to call the manager (we think) and coming back to speak with us that he would indeed replace my tower. Then he told me that I would lose the 4 year service plan I had purchased. I would lose this in lieu of the replacement tower. I told him that the woman on the phone from Circuit City said it was within his power to replace my tower and that he would pro-rate my 4 year policy for the TWO months that I'd owned the tower already.
He just smiled and said he wasn't doing that for me. I am waiting on a box from Gateway AGAIN since the staff at your Circuit City store seem to not care about how they treat me. They said I'd get my box by the beginning of next week. I am at their mercy because the staff at Circuit City isn't happy with simply selling me a lemon tower. They want another $250 for a warranty I've already paid for in order to replace my tower. Their person on the telephone from Circuit City told me that the manager should be pro-rating my warranty and giving me a new tower. I have never been treated this rudely after spending that much money.
I have never been treated this rudely after spending $1 in a shop. I bought this computer 1/19/08 and had the use of it for almost 5 weeks. Now it is 3/20 and I've been without the use of the computer for as long as I got to use it. Half of my 'warranty' has been spent owning a tower that does not work, yet the staff of Circuit City feels that I still need further punishment. I asked the fellow, the assistant manager: What did I ever do do you to deserve this treatment? I ask you all this same question although I think I know the answer. The thing that I did wrong was to shop at Circuit City. I didn't feel this way until today.
The day after, Your South Portland store's assistant manager told me I'd have to pay $250 in order to exchange a broken tower he sold me for a tower that works. Just wanted you to know what goes on in your stores. I wrote this to the Circuit City people and thought I'd share it with you.
GARRISON, NEW YORK -- I went online Saturday and tried to purchase a Sony laptop that was on sale for $749.99. No matter how I tried to check out even though the item showed available for pick up in the store I was not able to get through the check out process. After trying to call and being stuck in the "automated loop" I finally gave up.
Lo and behold in my email on Sunday afternoon comes an email from Circuit City that I had left something in my cart that they were holding for me and there was the laptop with the $749.99 price and a link to buy it now! I thought great, it's in stock, I'll click through and buy it and be done. NOT!!! I clicked through and the price was now $849.99. A $100 jump. I rechecked the email date and it was from Sunday, March 2. The very same day I clicked on the link.
Thinking there had to be an error, I once again called customer service and this time talked to a representative and told them that I got the email today but the price was different on the site. She told me she couldn't help me and routed me to another representative who told me she couldn't help me. When I told her this was deceptive advertising all she said was that my call was being recorded. I told her "good because this is against the law... You sent me the email, I didn't ask for the email and I expect the right price, not to mention all the minutes I just burned up on my cell getting shuttled around." She just said "sorry" and transferred me.
The best part, I got transferred back to the loop and got to retell my story. She told me there's nothing they could do. My response is that there is something they could do... Give me the price you emailed me with and now give me a discount for all the aggravation and time that you've wasted. Needless to say, Circuit city will be the last place I'll shop for anything. Dishonest advertising is NOT a joke, it's against the law and I will be sending a letter to the attorney general.
Maybe some people will be talked into spending more the next day but I truly think this is an outrageous marketing ploy and I for one think whoever is in charge of this division should get an email for one price for something he wants and then be told "NO WAY, you have to pay full price." There's definitely something wrong with this marketing ploy.
ORANGE BLOSSOMTRL., FLORIDA -- I purchased a Hp Laptop at the Sarasota Circuit City store in Oct of 2006. I also purchased the laptop accidental protection program at $400. The salesman told me if anything happened to this laptop, they will give me a new one with similar specification or cash. He even said if I want to change a new laptop, just crash this one. The laptop I got had small crack on the screen, but I have too much work relay on the laptop that I don't want to send to the technician for couple weeks. And then the laptop battery starting to have problem, it can only last for 30 minutes with full battery.
I went to Circuit City Firedog department, and they said going to order a new battery for me. The second battery is no better, but I decided to save the hassles- use my laptop with the power cord connected. After couple months, the sound system will shut off itself. Sometimes I worked out my laptop to get a cup of water, when I came back, it has no sound at all. However, it not extremely bothers me until the laptop repeatedly shut itself off after a short time of being on. So I went to the Circuit City again and told them all the problems.
They called me after a week, I missed the call, so I just stop by the Ciruit City. They told the laptop was just shipped out this morning from the CiruitCity. I was furiously that why took so long to shipped. So I called the department, all they told me is “ this is not supposed take so long, the ship box should arrived 1or 2 business day". I guess I know how the Circuit City Works. When I got my laptop back, was already 2 weeks after. I was happy when the Firedog staff told me the screen was replaced and they replaced the hard drive, but I was so mad that I opened my laptop, the crack was still there.
Obviously, they didn't fix my laptop. I walked back and asked the staff what's going on. He said that he just read off from the paper, and then I showed him the crack, he simply said: “they lied!” What I supposed to do?Insurance doesn't covered lie. I was so mad but I definitely don't want those technician liars to work on my laptop again, besides I have a lot of work to catch on due to the laptop fix. I went home to double check the window is work. Unfortunately, the laptop has no sound at all, and the window not working properly.
I called the Ciruit City again, and they told me to call Assurant. I called and told them everything, and they want to sell me the window start copy?! Can you believe that??? They don't want to fix my laptop, and they want to make more money!!! What I paid for the accidental plan? I don't understand anymore. I can't explain how mad I was, but I definitely won't pay a penny to them. I decide do it myself. Because If I send my laptop to them, will be the same result, nothing is fixed and wasting my precious time. I re-installed the Windows, have my IT friend to look at for me.
Then the laptop give me peace for couple months until recently (Jan.2008) start to automatically shut off again. It really gives a lot of headache. My nieces came to my place to visit me, accidentally spill some water on the laptop. I was sad but happy, because that means I can finally get a new one! As I heard, water damage is hard to recover. So I returned the laptop, and it took them 3 weeks to decide to give me a new one- New Refurbished laptop and only has 90 days warranty or I can choose $679 Ciruit City gift card.
I was speechless... the laptop I bought was $850 after discount, and I also spent $400 for the plan. Now, I got refurbished laptop??? Or $679 (can't buy anything decent or even the same one). I asked the Assurant staff if that possible get a laptop that is not Refurbished. The warranty company told me they were NOT part of Circuit City and that their name is Assurant Solutions. They only have few option which is Refurbished. I feel my blood is rushing to my head, I want to real this, and hopefully no body will get into the same trap again.
I swear I will never purchase from Circuit City again. $400 wasted, much dishonesty from Circuit City and their employees. I wish I had known before purchasing from Circuit City. And certainly I would never purchase a HP again. This has been too much and such a waste of time and money.
BALTIMORE, MARYLAND -- I purchased my Panasonic 52" DLP from Circuit City in Baltimore, MD three years ago. At the time this puppy was just short of three grand so when the salesman offered an extended warranty that would cover ALL repairs in-house for just 600 bucks I thought this was a bargain.
In retrospect not only was the warranty a rip-off, their "highly trained and professional" customer service department should be boiled in oil for what happened when an issue did arise. A call was made to me by a member of CC's sales staff just prior to my warranty expiring. During that conversion I reported to him that I had a dead pixel on the set and would like to place a warranty repair request.
To his credit he provided me with a service ticket number and said I would be contacted on Monday by a company called B&K Electronics of Towson, MD. to a setup an appointment. I asked that they contact me on my cellphone and provided the number.
Monday came and went and no was received. I came home Monday night to find that the call had been placed to my home number. I attempted to contact the above company directly and was unable to get a call through having been disconnected twice, put on hold twice and being left on hold three additional times.
On Wednesday I was finally able to get through but was told their appointment software was "down!!" Finally an appointment was scheduled on Friday for the following Friday. They refused to provided a more clearly defined appt time other than "some time between 9 and 5".
My wife took a day off from work to accommodate their lack of service and as you might expect the service people appeared after 4 PM. The service person walked in and as reported saw the dead pixel on my screen and said, "The TV needs a new projection chip to correct the problem, we'll have to make another appt to come pick up the TV." I don't claim to be a rocket scientist but if a customer reports a dead pixel the repair company should know right away that this isn't a home repairable issue.
I called Circuit City's consumer warranty line and was told that they need to pick the TV on a second trip, (forcing either myself or my wife to take yet another day to accommodate an issue that they should have realized was going to need a pickup right way) was my problem not Circuit City's.
I tried to explain that between the wife and I the cost of having to take what would now be a total of three days to accommodate an issue that should have been addressed and the TV taken in on the first trip was not their problem. I requested to speak to a supervisor and was told that I was speaking to the highest person in the food chain and was refused a higher authority to speak with to address my issues of time and professional service expectations.
I have to say that having spent what I did on the TV and the warranty I would have expected professionalism and a level of courtesy consummate with the cost. What I was confronted with a surely, unprofessional, rude phone rep who had no interest in seeing that was taken care of or my issues addressed in a timely and professional manner.
Why should I be subjected to the loss of three vacation days and the money this represents after having already spent 600 dollars on their extended warranty. The total of which by the way would amount to 300 dollars less than the purchase price of a new unit.
As a toy junkie and first adopter of new technologies I can promise you that I will no longer do business with Circuit City having been treated in such a manner. I could have purchased the TV for less at Best Buy or on-line but opted to purchase from Circuit City after working with a salesman there who seemed genuine and interested in my needs.
What I've discovered is that what they show you before the money is extricated from your wallet and what they will do to you as a consumer after the fact are two different different subjects. As a household our annual income is 8X the national average (do the math) and my wife and I have no children. I love my electronics and with no kids between me and the toys I buy what I want when I want it. Circuit City you have lost a customer who over the last 5 years has spent well in excess of nine grand on computers (2), laptops (2) three printers, surround sound amp, the TV, not to mention countless DVD's, CD's etc., etc., etc.
Before you purchase a major appliance of any kind at CC do yourself a favor and consider not buying it from a company who has no interest in supporting the warranty they claim will provide you within-home bumper to bumper coverage. Their promises come with a hidden cost of YOUR time and money in the form of poor service and a total disregard for the time we as consumers have to spend working to get the time off they demand of you to provide their idea of service. Thanks, but no thanks. I'll be spending my money at Best Buy in the future.
CIRCUITCITY.COM -- I want to add to group of people that have found out that Circuit City (CC) customer service is terrible. They are terrible and you shouldn't waste your time and money calling them. If you're going to order and have a problem with the order, they'll take your money and you'll have to wait a month before they can cancel your order and return your money.
CC customer service CAN'T TELL YOU ANY MORE THAN WHAT YOU SEE ON THE WEBSITE. Also, they can't even access the FedEx website to realize there is a problem and fix it. I told them the package hasn't shipped since FedEx says "Package data transmitted to FedEx".
CC customer service ranks among the most worthless group I've ever dealt with. I'm surprised CC pays them to tell you the same thing you can find in the online order status page. I have to admit, I didn't expect this type of problem, or I would have used Amazon.com. So, unless you are 100% sure you'll get your order from CC, go to Amazon.com.
I ordered a package more than a week ago, and it showed up at FedEX as "Package data transmitted to FedEx". It has been sitting at that status for the last week. I figured CC, being a consumer electronic chain and being in an electronic era, I could call their customer service and have them contact the warehouse to check their dock for my package, but all the customer service people could say repeatedly is the item shipped and they cut me off and sent me to FedEx.
I talked to a very nice FedEx rep who clearly stated the package had not been picked up by FedEx, only that the data was transmitted to request pickup. So, I called CC customer service again (irate), and I explained to the next customer service person that the previous person was not helpful and I need them to contact the warehouse in Florida to have them check for the package since it is still sitting on their warehouse dock. I supposed another possibility is CC is lying and took my money and don't have the product.
CC doesn't appear to want to fix problems or keep customers, otherwise they'd have the ability to contact their warehouses to check for packages that FedEx clearly says they haven't received from CC. Also, other companies I've worked with will contact the carrier directly, not just blindly saying like a broken record "The order shipped, our system says the order shipped, our system says the order shipped, etc." I normally won't take time to write reviews, but my experience has been so bad and so frustrating, I had to take the time.
The moral of the story, order from Amazon.com, since it the last ten years that I've ordered from Amazon, I haven't had a single problem. This is my first order from CC, and I already have a problem. If CC was willing to work with it and take the time to contact their warehouse to find the package and actually give it to FedEx, I wouldn't have a problem, but they are telling me I have to wait a month to see if the package comes.
Then, after a month, they can reship or cancel the order, since they can't claim the package as lost until a month after the ship date. I'm not sure why anyone in their right mind would have CC "re-ship" an order since they'd be facing the possibility of waiting another month to cancel the order again.
NEWPORT NEWS, VIRGINIA -- Circuit City has fallen to number 2 behind Best Buy and here is one of the main reason why, customer service. First allow me to say I have been a long time customer of theirs - my dishwasher, microwave, refrigerator, and stove all from them along with my phones, televisions, VCR, DVD and surround sounds. Last year alone I went to their Newport News store and purchased a big screen Sony ($4,300.00), surround sound, two cameras and the new DVD player around ten thousand dollars ($10,000). In June I purchased a HP desktop along with the extended warranty plan.
Being severely disabled I do not work and a computer is essential for me to maintain a contact with the outside world. Almost immediately I had problems and even though I was computer literate I could not resolve the problems. I contacted the store and was told to contact HP's customer service; calling India I found HP's customer service consisted of me restoring the computer to an earlier time. I would explain it had been screwed up from the beginning therefore there was not a good restore point.
I was told by HP's India representative that if I did not want to listen they could not help me. This went on for two months when they decided I should do a System Recovery erasing the hard drive and reinstalling the programs. We did this 6 times with HP's customer service walking me through the procedure, I read them the statement that the one should not reformat the hard drive more than three times and again was told that if I did not want to listen they could not help me.
After reformatting the machine nine times HP had me return the computer to them. This is now August and the computer had never worked. I received the unit back in November only to find it still did not work, but now HP says they found the unit worked and as such it was no longer their problem but Circuit City's. I called Circuit City back and was told they could not refund the unit as I had it too long, I explained I had tried to return it after the first few days and was told I had to contact HP.
Circuit City now told me to contact Microsoft who charged me fifty-nine dollars ($59.00) that ended up being two occasions at a cost of one hundred and eighteen dollars ($118.00) which did not resolve the problem. I went back to the store and was told they had done everything, what did I want?
I explained a computer that worked and was told that their manager Melissa would be in touch; instead a Jason called me and explained they could for a fee have their Fire Dog (customer service) look at it. At this point I wrote their CEO Philip J. Schoonover and store manager Sherita; I never heard from Ms. ** but a Justin from the executive office contacted me stating he had spoken to the store and that the memory had been found to be bad and they were replacing the unit.
Being disabled I asked someone to pick it up and when they attempted to do that the store said they never been told to replace the unit and were going to look at it themselves and would call me within a week. Three weeks later I called and was told they had run a diagnosis program and that the Media Center was corrupt and they had downloaded a new one and the unit was OK. Having the unit picked up, I soon found out the problems were still there and had the unit returned to the store. I then attempted to contact Mr. ** and Ms. **, neither ever called me back.
Later when speaking to Mrs. ** I was told they found that one of the hard drives were corrupt (I notice this when HP returned the unit) and they were going to do a recovery. This was number eleven (11). I read her the statement that one should not reformat the hard drive more than three times, and I was to pick up the unit in a few days. In the meantime the executive offices had called due to my complaining. Mr. ** did not return my calls and instructed me to speak with a Cheryl.
When I spoke to her she told me she would speak to Mr. ** who finally called telling me the store was replacing the unit. When I had someone go to the store again Ms. ** stated no one from the executive office had ever contacted them.
Another party from the executive Office did call the party, picking up the unit the last time and authorized a refund. She had them speak to the sales staff who said they now had the computer repaired would I please try it and if I had any more trouble they would be happy to refund the cost of the computer and extended warranty. Yes, you are correct the unit did not work and when I called the store I was now told they did not know who the sales associate was and that they had done me a favor by trying to fix it. I asked what I was supposed to do now and was told MS. ** or ** would call me back and that was three days ago.
TUSCALOOSA, ALABAMA -- The following says it all... I am EXTREMELY angered by the false advertisement and unwillingness to honor what you tell your customers. This will be the last purchase I make from Circuit City. I purchased the 42" Sharp Aquos LCD HDTV for $1499.99 on Monday, Jan. 14, 2008. There was also an offer for a free Sharp Aquos Blu-Ray player, instantly with purchase. I also signed up for DirecTV and according to the advertisement, new subscribers receive $300 off the purchase of ANY HDTV $999 and up. I had waited for 2 hours before a sales person could take my order. He was apparently the only one working that area at the time.
He had some trouble with the register as I made my DirecTV order, and I didn't even receive a printout regarding that order. Then by the time I was finally finished with the purchase, I was informed that they did not have anymore of the TV's in stock, but they could order one for me. That was fine, so I went home, with the free blu-ray player. When I got home, I noticed that the $300 off of the TV did not show up on the receipt. Therefore, I returned to the store on Tuesday, Jan. 15, 2008, to ask for the offer to be applied.
I had proof of the order on my receipt. Then I was told that I could not receive both the blu-ray player offer and the DirecTV offer. I could have one of the other. This was not explained to me at the time of purchase. In fact, the guy who sold the TV to me was under the impression that I could get both offers. At this point I returned home to call the Customer Service number (1-800-843-2489) to get resolution.
After 3 or 4 calls, I was finally transferred to the Corporate headquarters in the US. I was told by a customer service rep on the evening of Tuesday, Jan. 15, 2008, that I would receive both of these offers and I would receive a call back in 24 to 72 hours. I did not receive a call back, so I called back.
Now, I am told that I can not receive the $300 offer, and the Blu-Ray offer. NOWHERE is it stated, ONLINE, or in the store, that these offers cannot be combined. I want a copy of the recording of all of my calls to the Circuit City Customer Service number (1-800-843-2489). Why? Because the calls are recorded for quality assurance, and I was told one thing on Tuesday 1/15/2008, and another tonight (1/21/2008).
The customer service rep I spoke with tonight sent me an email stating the following... "Thank you for contacting www.circuitcity.com. While we are glad to offer rebates, coupons, and our Unbeatable Price Guarantee, our guidelines require that only one of these special discounts be honored per purchase. We are unable to offer multiple discounts such as rebates, price adjustments, and coupons, on one purchase. When matching the price of a local competitor, we offer our customers their choice of the competitor's offering and price OR our offer and price, but not both.
Customers may not take advantage of the price match and then add in additional discounts or terms offered by Circuit City Stores (for example, an additional 10% off coupon). This is sometimes called 'stacking' offers, and is not a service that Circuit City can offer. We apologize for any inconvenience this may have caused, and we thank you for shopping with us."
Like I told her, this was not a price match, rebates, price adjustments, nor coupons. It was two offers made by Circuit City, and not a competitor's offers. If it was only stated online, or in the store that the DirecTV and Blu-Ray offer could not be combined, all of this could have been avoided. Instead, I was told two different things by the corporate customer service center. I do not consider this issue resolved. If someone that can resolve this issue would like to contact me, my contact information should be listed in the case log of which the reference number ** is associated with. If it is not, simply respond to this email with a call back number, and I certainly give you a call back.
LAKEVILLE, MINNESOTA -- I am writing to express my dissatisfaction with the service I received for purchasing a service. The poor customer service I received throughout the process starting with wrong information, poor guidance in purchasing product, delay in processing refund, unexpected expense and feeling that I did not get what I paid for has left a bad taste in my mouth. This is the last time I will ever shop or recommend any of my friends to shop at Circuit City. I will stick to Best Buy because in all the years that I have shopped there, I have never had a experience as close as this.
On Jan 1, 2008, your website was advertising a $279.99 deal to wall mount a TV and the mounting kit was advertised as being included in this price. I called your customer support line to verify with your representative if this price indeed did include the wall mount and she confirmed. I actually made the effort to read her the code being displayed on the web page which was FDH VALUEWALL32. I went ahead and ordered the installation package and followed that up with a phone call to schedule the installation.
At the point of scheduling the installation I again asked the representative to verify if I did not have to buy the mounting kit and I was told again that it was included in the price. The day before the scheduled installation date, Kim from firedog called to confirm the appointment and asked me if I had all the hardware in place. I told her I was under the impression that I did not have to purchase the hardware as it was included in the price I paid. She told me her company does not provide hardware and that I need to call Circuit City.
On Jan 3, 2008, I called Circuit City customer support and explained my situation. The lady that helped me told me that I needed to click one extra link in order to get to the deal that included the free wall mount. She walked me through canceling my order and transferred me to another representative. This new person could not find the advertised product. I spent more than 15 minutes trying to explain to him that I could still see the promotion online. He ended up purchasing another installation package that brought the total to $303.83.
At this time I had had it with incompetence and was ready to accept the new price. However, when I tried checking out by myself online, my total came to $283. I again directed the representative to the Circuit City website and walked him through the process and eventually we were on the same page. For the second time, he cancelled the $303.83 order and told me the refund was in process.
As if the worst is not over, the service technician showed up at my house at 8 o'clock in the morning when my appointment was between 11 am - 1 pm. Luckily, my sister was still home and therefore able to let him in. Was that another mix-up with the scheduling? After the ordeal I went through to just make a purchase I am frustrated to point that am getting the idea that customer service is not in the Circuit City vocabulary. On top of that, the service technician informs me that I need to pay an extra $169 because the TV was going to be mounted on top of a fireplace. How come no one asked this question at all when I was purchasing the installation?
According to the technician, this is part of the routine question I was supposed to be asked. Although the package that I paid for included mounting and concealing the wires, all I got out of all the hassle I went through was just mounting and wires dangling on my wall and a note saying I need to pay $169 if I want my wires concealed. My cousin Bobby could have done that for free and the most I would have paid was at most $70 for the mounting kit.
Come Jan 15, 2008, my credit card charges me a finance charge on $700+ worth of transactions of which only one is valid. I call Circuit City again to check on the status of my refund. After all, the email notifications said the refund was being processed. This time I talk to Sierra and she tells me that my refund had not been processed and she went ahead and initiated the process. And now I have to wait another 5-7 business days before I can get my money back. If this is what people go through just to get service, it is quite unfortunate that a company that prides itself in providing exemplary customer service can fail at such a minute task. Dissatisfied customer.
2 years ago, my husband and I bought a 26" Polaroid LCD HDTV from Circuit City for $1399.99. Having worked for some of their competitors, I was a believer in the extended repair or replace warranties, so we bought the 3 year Circuit City Advantage Protection plan for around $300.00. We felt like a repair or replace guarantee was a good investment because we aren't rich and we wanted to make sure we had a back-up should the T.V. fail in the first 3 years of ownership.
Fast forward to December 2007, and we start having problems with the t.v. It would make this horrible popping noise when you would turn it on and the start-up Polaroid logo would flash in and out. It was quite ironic, since the week it went we had received our renewal to remind us that our warranty was expiring in May 2008 and to give us the option to renew for another 1-3 years.
Well, I called up the Advantage line to get my repair claim started, and also clarifying with the woman that we would have the T.V. replaced in a timely manner if it couldn't be fixed and that it was going to be fixed in a timely manner and she said “Oh, yes. Absolutely. We'll have your t.v. taken care of in about a week.” We called them right before Christmas, so the soonest they could get the repair guy, of course due to the holidays was Dec. 31st, which wasn't a problems since we were going to be out of town.
On Dec. 31st the repair guy shows up during the allotted window they said they'd be there to look at the T.V. He informs us after watching the behavior of the television, that it was the power supply going out and that they were going to have to order it, and so since we still had some functionality to our T.V. (Only one we own) he would leave it and come pick it up once he found out if he was going to be able to get the part. He also informed us that rarely were they able to get the parts for Polaroid, so then, most likely to expect the T.V. to be replaced.
2 days later, the T.V. won't turn on at all. Now we have NO T.V. So I call up the T.V. contracting company that was going to be fixing the T.V. and they come and pick it up the next day. Now, since it is the weekend of BCS championship, in Baton Rouge, we were told to wait and call for an update on the T.V. the day after the game. So on January 8th, I call the repair shop to find out the status of the repair, and I am informed by the repair shop that the part is on back order and it will be 10-14 days before they get it!
Now at this time hearing that news, I'm not happy at all. He tells me that he will call me back later that day with an update. Well, later that day he calls up with a correction (Just like the guy who picked up the t.v. originally told us). The part is unavailable, and there is no compatible aftermarket part available that would work with Polaroid and that they have notified the Circuit City warranty people.
So I call Circuit City Advantage and I'm informed that they can't authorize a replacement, and they direct me to Consumer Relations. Well the first girl I talk to says that she cannot Authorize a replacement until they first refer it to their "TECHNICAL" department because they have to try to get the part first for the repair company. Then ask, "Well, how on earth do you think that you can get the part if the repair company can get the part? Just replace my t.v. and be done with it! It's been 2 weeks since the T.V. quit working properly, and I want a functioning T.V.!"
She tells me there is nothing she can do until their technical department looks into it and to call back the next day. So I call back the next day and I get this jerk of a guy who answers and I give all my information AGAIN to him and explain what is going on.
He proceeds to tell me that they are going to proceed with the repair and that they were going to obtain the part and that they were not going to issue a replacement. I told the guy that this was our only T.V. We spent $1300 on it, and that I could get a bigger, better T.V. for less today, and what on earth was the problem with replacing it since they cost less today, than 2 years earlier!
Well he then offers me a $100 rental reimbursement, so that we can go "RENT" a T.V. for a few weeks, while we wait on the part and the repair. That really angered me, because 1, renting a T.V. would be more than any $100, and 2 we'd have to pay out of pocket and then mail the invoice to them, and then it would be 6-8 weeks before we actually saw any reimbursement. I told the guy, "Absolutely not. I want my T.V. replaced - the part is unavailable." He said he was not going to authorize the replacement.
I then demanded to speak to his supervisor. He coldly says, "I am the supervisor. There is no one higher than me to speak to." I said, “You have to have a boss. You aren't the owner of the company", and he again repeats the same line! (I later found online, someone else who had issues with this plan, got fed the same line I did!) I hang up the phone infuriated - that was on Wednesday, January 9th.
Well then on Thursday, January 10th, we come home to find a "Sorry We Missed You! Please call us!" flier on our door from the T.V. service company. It was too late to call them that evening, so I called them on Friday, January 11th. They inform me that they were trying to return my T.V. Well that left me and my husband with the impression that our T.V. had been fixed and they arranged to drop it off with me for today (Saturday Jan. 12th).
Well this morning when they delivered the T.V., the gentleman who brings it back inform us that they did not repair the t.v. and that the power supply is no longer made by Polaroid and that we need to get it replaced. So we load the T.V. up in the car and head to our local Circuit City to get a replacement T.V. (or so we thought).
We get to the store, and I'm getting angrier by the minute, because as we loaded the T.V. in the car, my husband noticed that the control buttons (like the power and volume) on the side of the unit are not there - just the holes where they had been, and that screws are missing. (Yeah, we know the t.v. is broken, but still, return it in the condition you took it in, is the principle there.) We get to the store and ask to speak to the manager. Well we are informed that the store manager isn't in and that we need to speak with the T.V. Sales Supervisor.
So we go over and wait for about 15 minutes because the store was very busy. Well, we finally get the supervisor, and explain to him what is going on, and that we want our T.V. replaced. He asks us if we have a claim number from Corporate. I informed him that calling today did us no good because we got nowhere, and that they were telling us one thing and the repair people were telling us something else and that we are fed up. The T.V. hasn't been working properly now for a month and we want it replaced - like it said "No Hassle repair or replacement."
He then goes to the back and disappears for a long time and then comes back and gives me the same phone number I already have - where the jerk told me there was no one higher than him to speak to. The supervisor says he "understands" my frustration but he has to have a claim number from the warranty people to replace it with the T.V. the warranty people pick out.
That really got me, and I said, “Wait. What? You mean they are going to tell me what T.V. to get? No, I want a T.V. that cost the same price that we paid 2 years ago, that's equal value!” He said, well he can't do anything because he needs the claim number. By this point, I'm getting louder and louder and saying that this has turned out to be the largest ripoff, and the biggest hassle, and he kept say, “You'll have to call them, and this takes time.”
By that point I'm so angry, I tell him that we will NEVER buy anything from their company ever again, and that we were going to get online and post this experience everywhere we could and tell everyone about what a scam and HASSLE, this NO HASSLE warranty turned out to be. Then as I was walking away, there was an older couple look at a T.V. and I loudly said to them, "Don't let them talk you into their Advantage Protection Plan on a T.V. if you buy one here. It's a ripoff and we're now a month without a working T.V. and we still haven't gotten this resolved!"
The older gentleman's eyes got really wide and said, "Are you serious?" And I said "Yes!" and stormed out of the store. So Monday I'll be calling these jerks demanding my claim number and the right for $1399.99 value on a replacement at Circuit City and I WILL NEVER BUY FROM THEM AGAIN. THEIR EXTENDED WARRANTY IS A BIG FRAUD AND SCAM!!