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Store Staff Could Help, Chose Not To
Posted by on
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 monthes 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
     
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laklisa on 2008-03-20:
Just curious, is there another Circuit City in your area? Maybe you will have better luck with that store if so.
Good luck!
jefereni on 2008-03-20:
I can't go to a different store, as the return is up to the store manager. I've been fielding emails all day telling me to call phone numbers I've already called. Making sure to answer every single one asking for contact information. Talked to the Circuit City warranty guy today. He told me that the manager cannot void my warranty. That it is no only impossible, but outside his rights. Still no one will help me.
jefereni on 2008-03-20:
Not to mention the store doesn NOT have another quad core in it. I looked yesterday...so what was he actually going to offer me? I wonder..
bubbagump on 2008-05-07:
I do some work with Circuit City, and know that they are actively trying to improve their customer service. Regardless, change takes time - if you ever have any problems with Circuit City in the future, shoot them an e-mail at consumer_affairs@circuitcity.com. They should be able to help you (and it'll save you a trip to the store).
anniea24 on 2008-05-28:
I've never had a problem with Circuit City. I would try a different store. I returned a 2 year old computer with a failing mother board, and they exchanged it. It wasn't the store I bought it from either. You also have the option of getting a card for the amount of your purchase,to purchase something else if you do not want to exchange. I'm not that impressed with Gateway, the computer did not run any better than my cheaper emachine. Now it's cpu is failing,and it's not quite 2 years, but I didn't buy an extended warranty.
anniea24 on 2008-05-28:
I've never had a problem with Circuit City. I would try a different store. I returned a 2 year old computer with a failing mother board, and they exchanged it. It wasn't the store I bought it from either. You also have the option of getting a card for the amount of your purchase,to purchase something else if you do not want to exchange. I'm not that impressed with Gateway, the computer did not run any better than my cheaper emachine. Now it's cpu is failing,and it's not quite 2 years, but I didn't buy an extended warranty.
jefereni on 2009-01-28:
Now I am faced with CC going bankrupt after they convinced me to pay for a 3 year service contract through them for the monitor and tower. Man, I sure hope nothing goes wrong with either of them and the phone number they've given me for support is no longer active. That would suck.
I've never bought a cheap puter, but my Gateway seems to be running well now except for the Vista glitches. Gateway has now closed all of its support centers, so I wonder what's up with that...
adsicks on 2011-04-03:
Save the money on extended computer warranties and just hire a geek friend you trust to help with maintenance and repairs. It is well worth it.
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Price switch from same day email
Posted by on
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 who ever 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.


Here's a copy of the email. All that's missing is the buy it now buttons to click.


Having trouble deciding? We can help.


Circuit City to you - 5 hrs ago

More Details From: Circuit City
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Thanks for visiting circuitcity.com. Looks like you’ve found a few things you’re interested in, so we saved them in your cart.

Not sure which product is best for you? Ask the experts in our lively discussion forums and get buying advice from ConsumerReports.org . Or give us a call at 1-800-843-2489.

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Sony VAIO VGN-NR260E/S 15.4" Widescreen Laptop - Granite Silver



749.99



****I was on their site Mar 1. This was sent on Mar 2.

     
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Principissa on 2008-03-02:
That was either a bad glitch in the system or a very clever bait and switch.
bho55 on 2008-03-03:
Your probably better off not buying a pc from Circuit City anyway. If it has problems they won't help you at all.
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Circuit City Advantage Protection Plan-Assurant
Posted by on
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 sale man 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 lasts 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 core 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 CiruitCity. 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 CiruitCity 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 CiruitCity 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.
     
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*Brenda* on 2008-03-01:
Of course you are getting a refurbished laptop as a replacement. Yours wasn't new, why should you get a new one and be placed in a better position? The warranty's purpose is to put you back in the same position you had been in before the laptop broke, not when you just had bought it!
FYY on 2008-03-02:
Because when I buy the advance plan, I asked the sales man am I going to get $850, he said yes!
Mine wasn't new, I used for a year, and spent half year to fix it, and you think I'm in better position?
FYY on 2008-03-02:
besides, if I can't be in better position, what's the point to spend $400 more to buy the plan? If they told me the truth, I will accept what I get now...and I wasn't even sure the one I got is good because the one I bought was new even has defect, and you think the refurbished is any better??
Skywalker_USAW on 2008-03-19:
Oh great.. I am going to get my laptop replaced tomorrow, because the people that where meant to fix it, broke it. Now I am scared.. because I paid 1200 for mine, but it was 2 years ago. I wonder what kind of replacement I shall receive.
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Extended Warranties And Circuit City
Posted by on
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 4PM.

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 the 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.


     
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Principissa on 2008-02-27:
I'm sorry, but this complaint lost its credibility when you put in the rant about your high salary. CC doesn't care how much you make in one year. Your complaint is about customer service, and it is valid, and should have stayed on that point. But to be quite frank it doesn't matter if you make 10 thousand dollars a year, bad service is bad service and putting that in there is unnecessary. If you want this to be taken seriously, remove that part as it sounds conceited and quite childish.
MSCANTBEWRONG on 2008-02-27:
Hear Hear!!
Anonymous on 2008-02-27:
And all of the low wage poor folks that were trying to help you were less than human? "As a household our annual income is 8X the national average", my oh' my aren't we full of ourselves.
bigboxworker on 2008-02-27:
Since you make so much money, just stop buying extended warranties and but new toys once your old ones break. All extended warranties make it a hassle to file a claim anyway.
madconsumer on 2008-02-28:
once any digital item goes out of warranty, time to replace it. technology changes so fast these days.

with all the money you make, buying a new telley should have been a given.
jktshff1 on 2008-02-28:
They tried to help you, but apparently you wanted to do it on your terms. Most house call repair places give a "window of opportunity" for their call within their normal work hours of operation.
I may be missing something that the others are picking up on, but why should the repair service accommodate you outside their regular hours?
From the tone of the op's attitude on this post, I could believe that the op was not the most polite person the repair service or Circuit City cs rep talked to.
Get off your high horse. You ain't no better than anyone else, regardless of you income.
thensider on 2008-02-28:
FYI, not everyone knows what a dead pixel is. In fact, some people THINK that they know what a dead pixels is, and they don't. That would be why a service company cannot just assume that you know what your talking about.I'm not saying that you DON'T know what your talking about. Anyhow, should you ever need a major appliance, your cable(or satalite), your gas, your electric, or pretty much anything, in your home repaired, your going to have to take time off of work. If you make sooo much money, this shouldn't be a problem. Play with your toys, enjoy your day off, and get over yourself.
abobo on 2008-02-28:
If you were as high and mighty on the phone as your review sounds, the treatment you got sounds about right.
Anonymous on 2008-07-19:
This post sucks and so does the poster
Anonymous on 2008-07-19:
LOL Ninny, stop holding back.
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Circuit City Online Ordering & Customer Service
Posted by on
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 your 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.
     
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tnchuck100 on 2008-02-16:
Don't let 60 days pass. CC will try to stall you until the 60 day window to dispute the charge with your credit card company has passed. Don't let 'em get away with it.
Principissa on 2008-02-16:
I've seen a lot of these complaints lately, and I can tell you outright that I will not be ordering off their website. Chuck is right, file a charge back pronto! Otherwise you will be out of your money and will most likely not get what you paid for. Circuit City needs to get their act together!
Morgane on 2008-02-27:
I received single-use cameras from CC on time, but they are all expired 3 years ago, in 2005! The boxes are also in terrible condition. I called the # on the invoice and could barely understand the person with heavy accent, I had to call twice. They said they will send an email. Is there an online site wher I can file an official complain?
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Customer Service
Posted by on
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, micro-wave, 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 ($4300.00), 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 literature 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 there for 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 HPs 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. Owens 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. Bryant and Ms. Owens neither ever called me back. Later when speaking to Mrs. Brooks I was told me 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 mean time the executive offices had called due to my complaining Mr. Bryant 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. Bryant who finally called telling me the store was replacing the unit. When I had someone go to the store again Ms. Brooks 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. Brooks or Owens would call me back and that was three days ago.
     
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MRM on 2008-01-30:
Bad News in da house!!!
Anonymous on 2008-01-30:
This sounds like a HP complaint? It's not Circuit City's fault HP puts out bad stuff or that you have to call India to get HP help. Sounds like CC did what they could but failed in the end. If this was me I would take them both to small claims court and let a judge work it out for you. Sounds like you have a solid case.
Anonymous on 2008-01-30:
"Last year alone I went to their Newport News store and purchased a big screen Sony ($4300.00), surround sound, two cameras and the new DVD player around ten thousand dollars $10,000."

What the hell. You are disabled and don't work but can afford all these luxuries? How do I get on that payroll?
Justusryan on 2008-01-30:
You are liturature?
acm563 on 2008-06-25:
For starters I think the comments posted by Robf and Justusryan are rude. Circuit City sucks and there is no way around that, and their customer service leaves much to be desired. I think the point that was trying to be made is that CC should have offered a refund or a replacement pc from the beginning of this episode. At least you have your pc tho as CC in Midlothian has lost mine twice now....lol
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False Advertisement
Posted by on
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.

Ref # 815897

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 CAN NOT 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...

----- Original Message -----
From: Falecyonna_M_Pace@circuitcity.com
To: JasonC1974@charter.net
Sent: Monday, January 21, 2008 5:55 PM
Subject: Stacking offers

Dear Mr.CHRISTIAN ,

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.

Sincerely,

NAME
Customer Support Coordinator
Contact ID #
----- End of Original Message -----

Like I told her, this was not a price match, rebates, price adjustments, nor coupons. It was two offers made by Cicrcuit 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 815897 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.
     
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TehSeraphim on 2008-02-22:
I'm pretty sure the 300 off the television in the store is an instant rebate, and thus wouldn't qualify.

I could be wrong, though.
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Lousy Customer Service
Posted by on
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 BestBuy because in all the years that I have shopped their, 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 11am – 1pm. 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 fire place. 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,
LiliM
     
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My nightmare
Posted by on
NORMAN, OKLAHOMA -- I purchased a new HP desktop package from Circuit City in Norman, OK, on a Thursday night. When I went online, I was unable to access any Microsoft or MSN website, as well as CNET. I tried unsuccessfully to resolve the problem through HP. I called the store on Saturday and they hung up on me after leaving me on hold several minutes. On Sunday, I called back and a firedog tech told me to bring the cpu in and they would try to fix it, but they might have to charge me for the work. When I took it in, I explained I didn't feel I should be charged anything for a defective computer I'd owned less than 48 hrs. About 4 hrs later, the tech called and said they'd fixed the problem. I drove back to the store, where I asked to see the unit in operation and allowing access to those websites. I was told that wasn't possible since they were then running diagnostics on another computer.

I took the cpu home, hooked it up and nothing was fixed. I called the store back and after two trys, got a manager and said since they didn't fix it in the store, I wanted the tech to come and fix it in my home. The manager said that would cost me $90, to which I objected. The manager was rude and said he'd never heard of a problem like I was describing (it was clear he didn't believe me), but if I was unhappy, they would exchange the computer. However, I had misgivings if my HP was a lemon, that the next one I got would be as well.

On Monday, I solicited advice from several knowledgeable people and that evening I tried all of their suggestions to no avail. I also called my isp when someone mentioned they might have a firewall that was causing the problem (they don't).
By Tuesday morning, I was so thoroughly disgusted that I called the bank to see if the check I wrote the store had come in yet. It hadn't and I immediately stopped payment. Then I carefully reboxed the CPU, monitor, printer, and battery back-up and drove back to the store. When I pushed the loaded cart to customer service, I told the person there that I was returning everything and I wanted a receipt showing it was returned. The woman was very brusque and rude and told me I would have to pay a 15 percent restocking fee. I told her quite plainly that they were crazy if they thought I was going to pay them more than 120 dollars to take a defective system off my hands.

I also told her I had stopped payment on the check. She snatched my original sales receipt and disappeared to the back of the store. She was gone several minutes and was even ruder when she returned, saying I should not have stopped payment and that I had no choice regarding the restock fee. I answered that of course I had a choice and my choice was not to pay them anything. I pointed out I was returning everything I purchased and they didn't owe my anything since I stopped payment on the check. Then I reached out, took my original sales receipt out of her hand and turned to walk away.

When the customer service rep. screamed at me, 'You can't leave!', I said 'Watch me' and kept walking.

I definitely will never do business with this company again. And I am now starting to research my state's lemon law!
     
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jktshff1 on 2008-01-09:
IANAL but, You had better research a lawyer.
Stopping payment on a check before taking the item back and not having proof of same could be construed as theft or fraud
bargod on 2008-01-09:
Good for you for not just accepting some defective garbage and not paying the restocking fee either.
Slimjim on 2008-01-09:
1st, you aren't 100% sure it was defective, and your logic on accepting a replacement is ridiculous. 2nd, you stopped a check after receiving the merchandise. That is illegal in all 50 states and if that computer is not defective, you just depleted one of CC's inventory of a sellable boxed PC. Even though you returned it on "your" terms, it can't be put back in stock now and is devalued. Your cavalier approach may just get you reported to CheckSystems and a collection agency.
One-Eyed Willie on 2008-01-09:
Better start ironing your pants suit for court Bev
Anonymous on 2008-01-09:
I agree you could be getting a call or knock on your door. The store manager may have said it was not worth the trouble dealing with you but then again he may want to make and issue of it.
Anonymous on 2008-01-09:
Interesting.
Ponie on 2008-01-10:
This is a hoot! Why are you researching your state's lemon law? I suggest you start researching your yellow pages for attorneys and when you find an ambulance chaser, bring along your check book. First, not only did it cost you to do so, but as mentioned by other members, putting that stop payment on your check was illegal. If you can't find an attorney to defend you, I hope you end up on Judge Judy. I'd love to see her chew you up and spit you out.
TehSeraphim on 2008-02-22:
Just so you know, most states don't have a lemon law. It's a common misonception regarding autos and other items. Just because you couldn't get something to work doesn't mean it was necessarily defective. Also, stopping payment on a check BEFORE YOU TRY TO RETURN SOMETHING, does not seem like something an honest person would do. If you want to return something that's all well and good, but what you've done is a criminal act. I can understand not wanting to pay a restocking fee for a defective computer, but there may have been a simple solution the techs hadn't checked yet.

Maybe you were treated rudely because you don't follow the proper channels and treat sales staff like trash? It does happen you know. I'm willing to help a customer out, but if you're going to treat me like garbage because of an issue you're having with a computer problem that's not my fault, you better be willing to treat me like a human being.
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Fraud And The Worst Customer Service Ever!
Posted by on
CALUMET CITY, ILLINOIS -- I have been Circuit City customer for many years and never had to return anything before, but today I was trying to return the product and had the worst experience in my life and the first complaint I had to write and call about the store’s customer service. I purchased a Portable DVD player on line Order# 4423-127846, got a great deal, but made a mistake not researching the product before my purchase. The sound of the unit was horrible, basically you couldn’t hear much, especially in the car and even with Bose headphones, your web site has several customer reviews that say the same thing (please see the print out). So for that reason, I went to Circuit City in Calumet City, IL to return the product and it took me almost 2 hours (12:15 pm-2:05 pm) to do so due to the poor customer service provided by a manager Stephanie. She explained that there is 15% restocking fee, which really surprised me since the unit was defective and not working properly. I agreed to exchange to another DVD player (Philips 10.2" Portable DVD Player), but the store price was $259.99, I checked the price on line right away and it was on sale for $229.99 (please see the print out attached), however Ms. Stephanie said that she cannot match on line prices. I admit, I was not happy and agitated about that.

Furthermore, Ms. Stephanie said that there was nothing she can do and proceeded to make the circus out of the whole situation. She turned on the unit that I was returning, and walked away without a saying a word where she was going, I had to wait half an hour before she returned, explaining she was with another customer; even I was already there for at least an hour, with my six year old who was patiently waiting. After she came back, she said that there was nothing wrong with the sound, but other customer had to agreed with me, that she couldn’t hear anything either. Ms. Stephanie implied that I might have a hearing problem, which was totally out of line. After she took the DVD player and charged me 15% restocking fee, she proceeded wishing me Merry Christmas and Have a Nice day in the very very loud voice and the snippy attitude. The whole situation was not very pleasant and I’m sure other customers around me didn’t appreciate that either. She also made sure that she had someone to back her up with her story, she looked at another employee and making it loud and clear to her, that she was with another customer. I’m sure the poor girl has no choice but to “comply” with her manager.

I hope, I can get my 15% restocking fee, but, if it’s too complicated, I don’t think I would go broke over it. Even if I get a refund, I don’t think myself, or any of my family members will be shopping at the Circuit City stores anymore. I just cannot believe that you can go shopping and get humiliated like that, not to mention during the holiday season.
     
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Principissa on 2007-12-15:
If I read online that other consumer's thought the product was bad, I wouldn't have bought it. That would have saved you a whole bunch of grief right there. The 15% restock fee is standard, especially with big ticket items like electronics.
AngelaSept on 2007-12-15:
When you cannot hear the sound on that thing there is no way to tell if the unit is defective, or just bad quality.

Principissa, that was my biggest mistake that I didn't read the reviews before I purchased the product, if I did, I wouldn't have bought it. No, I don't think I should pay 15% restocking fee on the defective item
ilmasters on 2007-12-15:
What ever happened to the customer is always right? Why do you have to go through all that to return something that was not what you expected. Whether you could read reviews or not, you were not happy and you wanted to return the item. Big deal. Why can't a place of business be nice no matter what the case is with the item you bought. People have gotten nasty. No one wants to help and solve a problem any more. That manager could have handled the problem with more tact and I'm sick of the way Best Buy and Circuit City treat people after the purchase. What happened to the good old days, when people appreciated your business?
myboysmoma on 2007-12-22:
Circuit City doesn't care if the product is defective. They still charge a restocking fee. It wouldn't surprise me if they return the defective merchandise to the inventory to be resold and when it is returned again, charge another 15%.
--We need to change the laws in our states pertaining to the re-stocking fees. Some states do not all it at all. Walmart does NOT have a restocking fee, not even for electronics.
CC stock was 26 a year ago, now it is down to 8! and their management is leaving the store in droves. The CEO is being paid $1,000,000 to stay with CC.
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