Circuit City Complaint - Horrendous store... 2 issues within 1 month!
HARRISBURG, PENNSYLVANIA -- First of all, there are two parts to this story. For I have had 2 horrendous experiences concerning the same store, employee and lack of management/training.
I went in with my mother to purchase a new desktop computer, due to the fact ours just quite turning on once day. We were approached by a young gentleman who asked why purchasing a new one? we went into detail about it all and he said that it could be something inexpensive to fix and they could do a diagnostic test on it. I asked specifically if we would be charged extra for this service, and he said "No, you would only be charged if you decided to go ahead with the repairs." So we brought back the modem and the girl behind the counter proceeded to take the backing off, connect a battery pack to it and then take a air duster to it for 15 minutes. She told us she had no idea what was wrong with it and would need to send it out of the store for 2 days. The young gentleman then charged us $75.00 for that service of blowing the dust out of the back of the modem. My mother paid with her credit card, completely shocked what happened. As we walked out I told her we were scammed and went back in to retrieve our modem.
The following day, I was so angered by the lack of customer service and the fact we were bold-faced lied to that I called the department store and asked for the manager. I told my story and said I wanted my mother's credit card credited for the $75.00. He literally argued with me over the phone saying we had a choice and she gave the card. I explicitly told him that his employee told us no charge and to top it off there were lsits and lists of services on a huge board but NO PRICING. He had the largest attitude I have ever heard in my life, and I am sure if that was recorded and replayed he would have been fired.
I then asked if I could speak to another manager since I was clearly still unsatisfied and no conclusion was figured out. He told me "I am the only one you can speak to in this matter." I then asked for the corporate office (because I have worked in retail before) and he transferred me. They then credited my account towards a new computer that we came in to purchase a month later.
We walked in and had THE SAME employee help us that "helped" us before. We had no problem getting what we wanted and proceeded to check out when i mentioned we had a credit on our account that he needed to take off. He did this and then said he would have them install our software and then he would turn in the rebates for us. He proceeded to cut off the UPC codes from our boxes and took a copy of our information which he said he was submitting. He explained that it would take approximately 6-8 weeks to have our rebate and that was the end of it.
Fast forward to 8 weeks later and still no rebate. I recieved a preforated stub in the mail concerning it and thought it was my check. When I opened it, it mentioned product information on "HP" and "Not qualifying for the rebate"? I was puzzled, considering the only HP product we had was the printer. I thought that maybe there was a smaller rebate on that and we didn't qualify for it, never once thinking it was our almost $300.00 rebate!
I e-mailed the corporate center with my concerns and my frustration for I was scammed not once, but twice. I was not calling nor going through the actual branch location due to the fact they were rude and had no customer service what so ever. I had an e-mail stating they were working on it but needed further information from me. I replied with everything printed on my original receipt for them to track including the saleperson's name. They then stated a manager from the branch would contact me in 48 hours to come to resolve this issue. That was on a Monday, and by Wednesday I emailed this company back. I stated I had NO idea why I would be contacted VIA phone when all I wanted was my rebate that I was entitled to receive and that my bill is expected to be paid by January 25th, 2007. They replied that they would contact me soon and that was that. This was last Monday and it is now a week later with no money credited to my account and basically no progress made what so ever. I have kept all correspondance and as I looked at the inital date it was 12/10/06 and in 3 days it will be exactly a month later and STILL no resolution.
I feel I have stretched my patience as far as it can go and if I do not hear back by the 10th, I will be contacting the Better Business Bureau. I fell this is beyond ridiculous and that I am being pushed by the way side. I am not going to stop until I recieve what I am entitled to, and I refuse to pay a single dime until this is resolved. I will continue to write complaints on this company as long as I am able to for this is no way to treat customers' who are not only paying for a product but sheer customer service and satisfaction. For some reason Circuit City thinks they are above this and I know that the many people I have spoke to will not put a dime more into that store as well as myself.
A month and still nothing, this is a crock and I do not believe a word edge wise. This is poor business practices and I am sure many will feel the same.
******** UPDATE!!!!!! *********
12/10/06 was the date my first complaint was sent, and through correspondance I have been told "You will receive a call"/"It's going to our Escalation Team"/ "Store management will call in 48 hours" None of which I receieved. It took over a month later to FINALLY receive a call from a corporate representative (as far as I know, she never really stated her title). She explained to me that the $70.00 rebate check I received the week prior was the ONLY rebate I was entitled to. I further explained that there was no way, I still had $200.00 coming to me. She then proceeded to explain this rational...:
"There were 4 rebates, one was a $20.00 rebate through Circuit City if you bought the package deal with a lexmark printer. The other one was (the one I got) through HP which was $70.00 rebate with the purchase of an HP printer with your package. The other 2 were rebates only offered if you bought the package deal with a Lexmark printer."
I explained to her that I was never ever given an option. She then said that's all I was entitled to, and nothing she could do. That is what it is! I then proceeded to say "Who in the right mind would opt for an HP printer for a rebate of $70.00 when You can get a Lexmark and receieve 3 other rebates?! What sane person would choose that? I was never given this option. She kept asking me if I had copies of the rebates and information. I then said "Well, I didn't know I would have to photocopy, take pictures and have actual hard evidence of my entitled rebates... I had no idea I would be swindled twice now!"
So there is no resolution, this was the answer I was given and supposed to accept. I am now going through the Better Business Bureau to see what canbe done to this company. It is so far beyond the money aspect... it's the lack of business ethics and CUSTOMER service. The fact it took almost 2 months to receive a call is ridiculous and even more so that nothing was probably ever brought to the manager or employee's attention.
DO NOT BUY FROM CIRCUIT CITY!!! I will dedicate the rest of my breathing days enforcing this... they went way too far with this situation.