Circuit City Complaint - Bad customer experience
NASHVILLE, TENNESSEE -- Here's a copy of an email I'm sending to Circuit City today:
"Dear Customer Service,
I need to let you know that I am VERY dissatisfied with the customer service I received from your store in Madison, TN this morning. I'll start by saying that the store manager, Sam Richardson, stuck with the company policies to the letter. But he totally violated the spirit of your claims of total customer satisfaction at the risk of losing a loyal customer forever.
Specifically, I returned an LG LGDVT418 home theater system to the Madison store this morning, July 6, '06. Initially, I was told to pick another system for exchange and I could in and out in 5 minutes with a new system, thanks to my purchase of the Advantage Protection Plan. Great! This is how customer service is supposed to work. Shortly the customer service agent found me and let me know that my system would need to be sent off for service. I could upgrade to a more expensive system ($50 out of my pocket), but Circuit City would not allow me to exchange my system for one which would have cost them $5.
I found that to be a ridiculous proposition. I explained to the customer service agents that I would be a really satisfied customer if I could simply take home the system which was $5 less expensive. Mr. Richardson, the store manager, was summoned, and though I know he could have authorized an exchange (one of the CS agents said, "Do you think Sam will go for it?" to another when I proposed the best solution), he refused to do so.
PLEASE UNDERSTAND: To save a mere $5, Circuit City is forcing me to return home with no home theater, 3 useless tower speakers (the amplifier, subwoofer, center speaker, and one broken speaker tower), and a large, ugly, bulky box which will take up a lot of real estate in my living room for at least 10 days or more. This is ultimately futile, for I have absolute faith that when the defective system is evaluated, it will be determined that a new system should be exchanged. And what if it is repaired? I'll have to go pick it up, unpack it, install and wire it, and (let's assume that it works OK at first) hope it doesn't go haywire again. If (and when) it does, I'll have to pack it up, load it into the car, return to the store for some of that great customer service that I had the last time.
In my 7 years in customer service at [previous employer's name, a leading musical instrument manufacturer] and other businesses, I came to KNOW that great customer service meant providing an extra measure of service and appreciation to the customer after the sale. Doing so ensures the customer will return and spend even more money in the future. Mr. Richardson demonstrated that his notion of customer service is "my way or the highway, and take your large, ugly boxes with you,' unless I was willing to pay $50 more. But as I said, he was sticking to the company line.
IT IS TO BE DETERMINED WHAT YOUR TRUE ATTITUDE TOWARDS CUSTOMER SATISFACTION ACTUALLY IS. I expect a successful resolution within 5 days. You have my email, claim number, and telephone number. I've posted an exact copy of this email on www.my3cents.com where perhaps thousands of others will be interested to hear of the service I received. I would sincerely love to report that I am once again a happy consumer. The ball is in your court."
I don't complain much, really, but this is ridiculous. I'll let you know what they do.