Circuit City Complaint - No help with repair/replacement
PALM DESERT, CALIFORNIA -- September 18, 2006
On February 7, 2006, I purchased a Polaroid 32” plasma television, Model #FLM3201, for $1099.99 from Circuit City in Palm Desert, California. At the time of the purchase I was offered the option to buy an “extended warranty,” but declined to do so after I was told that the product could be returned to the store up to six months from the date of purchase, and that the manufacturer’s warranty guaranteed the product for one-year from the date of purchase.
Since the purchase, I have experienced ongoing problems with the television – first with periodic color shifting - then more recently with the picture bouncing to the point that you can’t even watch the set. I took my receipt, along with the set back to the Palm Desert Circuit City, for repair, exchange, or was willing to upgrade to a more reputable product. The clerk at the service counter stated that the TV was only covered for thirty days from the date of purchase, but stated that I could contact the manufacturer to have the one-year warranty honored.
After several unsuccessful attempts to make contact with a representative from the Polaroid warranty service department, I finally reached a live person who identified herself as “Larney.” She said their “system was down” and she would call me back. Be advised that when you contact the service number for Polaroid, you are actually calling “Premo World Wide Inc.” (866-396-6322). After a few minutes on hold, you enter into a telephone loop where the automated system tells you to press “O” to continue to hold for a customer representative, then continuously transfers you to a voice mail box that is full, and will not let you leave a message. Due to the frustration of this experience I started researching other consumer’s Polaroid warranty experiences. Several consumer boards list the Polaroid warranty as one of the worst with inadequate results to service complaints. See “My3cents.com” & Better Business Bureau for more consumer nightmares regarding Polaroid television sets.
I then contacted the corporate headquarters of Circuit City and talked with “John.” I related my experience. John reiterated that the in-store warranty is only good for 30 days. I once again stated my willingness to get the unit repaired, exchange it for another, or upgrade to another brand and pay the difference. I also pointed out that according to complaints about this product posted on the web (My3cents.com) other customers have been able to exchange the same set, beyond the original 30-day purchase date. Circuit City declined to provide any help with the situation. Circuit City’s total lack of concern for a customer’s warranty issue with one of their products leaves no alternative but to seek assistance from consumer advocates and/or media. I do not understand why Circuit City would continue to sell this product to consumers after they have been made aware of the problems with the product from several consumers.
Can anyone help?