Circuit City Complaint - Terrible Customer Service
RICHMOND, VIRGINIA -- Circuit City is terrible at honoring their "extended warranty" promise of if we can't fix it, we'll replace it. I spent $300 for my extended warranty in November of 2005. I purchased a Hitatchi LCD projection television from this company based on the service I received with past purchases.
As of February 2007, the television began to experience trouble staring. I would hit the "ON" button and the tv would not start. The motor would start and then the lights on the front would start blinking. This would continue for several days at a time and then the tv would work. After calling for service a first time, they sent a repairman to my house to diagnose the problem. Since the tv worked, he told me that he was not allowed to open or service the unit unless he witnessed the issue. After calling customer service several more times and having a repairman come out for a second and third time with the same results, I started to video tape the tv as this was happening. On the fourth try, after reviewing the video, he called the manufacturer to notify him of the issue and they informed him which part to order. After 2 weeks he installed the part, but the problem still existed. I once again called customer support who referred me to a case manager. By now, I was furious as it was April 2007 and the issue was not resolved. I asked them to replace the set or refund the money I had spent. They instead tell me a supervisor would call later that day. This never happened. A week later I receive a call telling me that they've ordered the part and want to schedule me for a repair date. The repair guy comes to my house for the sixth time last week and once again, replaces another part. The tv worked with no problems for the next three days. Yesterday and this evening, same problem.
When I called Circuit City for the 14the time today (I've documented all my calls) I spoke to yet another case manager who informed me that she would have to send the repair and complaint history to their Walnut CA location to get an approval for a replacement. I get home and receive a message on my phone stating that they cannot replace the set, only repair it, since one complaint has been made. WHAT? ONE COMPLAINT? More like one issue, multiple complaints, two parts replaced and a tv that starts when it wants to. This was no cheap set, and it's not disposable cash I have. I called customer support again and was again transferred to a case manager. I told her plain and simple that I want the set replaced. I've already complained to the BBB and will not hesitate to call corporate. All I ask for is a product that works. It's not to much to ask for the television to start when I hit the "ON" button. The set it replaced still works after 20 years. They've already guaranteed that I will never purchase another item from them. Hopefully, none of you will either. Re-consider if you have a choice.