Circuit City Informative - Deceptive service practice
SALISBURY, MARYLAND -- We purchased a 50 in. LG Plasma TV on February 26, 2006 at the cost of $3,299.95 and the additional service contract for $549.00 because the salesmen stated that when a plasma TV breaks you'll have to have it replaced. On May 15th, 2006 the TV lost it's picture quality and the screen showed large black spots. We called Circuit City and the Service Dept. called me within a few days to set up a service appt. Two weeks later the service tech arrives and says that he needs to order a Digital Board, It could take a short time or up to two weeks. Two weeks pass and I call the service dept, they tell me the part is on national backorder. I wait another two weeks and call the service dept. again, they tell me the same thing. I ask for LG, the manufacturer phone no. I call them and they tell me they have plenty of digital board parts. I call back the service tech and he tells me that he is having a hard time getting the part. I call circuit city's TV manager, Jesse and ask him to help me solve this problem. It is now two months that we have been unable to watch our TV. I decide to call LG again, and explain the problem to them. They inform me that Circuit City Service is unauthorized to work on LG Tv's and that I will have to set up an appt. with Lg to send a service tech out. They tell me it could take six to eight weeks, due to the fact we live in rural area. I call Circuit City's manager and relay this info to him. He seems unaware of this. I feel deceived. Is this a scam?
How long is a customer supposed to wait? Are they getting parts on the black market? I contacted the BBB and Circuit City agrees to exchange our TV for another TV. On July 14, 2006, we returned our 50 in plasma to get an exchange, they no longer carry our TV, or a TV that is the same size as our original TV. They tell us to wait until they get a new shipment of TV's in..... It's now almost a year later ... and we still have no TV ... we returned to the store on February 10th, and decided to take a smaller TV, but they inform us that they will only exchange the TV for a price $500.00 less than what we paid for the TV. We only had the TV two months ... and because they lied about the service, it is their responsibility that it has taken this long to resolve, not mine.
The manager explained that their service is still unauthorized to work on TV's!! but they won't refund our service agreement payment. I have talked to Circuit City corporate and they are not willing to work anything out. Could you please give me advice on how to resolve this matter?