Circuit City Informative - Circuit city store Warranty
94568, CALIFORNIA -- To All those concerned:
I am posting this ordeal that I am going through not only for the benefit of those customers who are debating on whether to get circuit city store warranty, but also wanted to end the year with an altruistic act of letting the Circuit city management know that their warranty service and the customer service needs major overhaul.
We purchased a Sony Wega 42" TV and I guess intimidated by its sheer size and the tactful sales-talk by the Store rep we fell in the warranty trap. This happened in year 2003 during Christmas time. Anyways we got this 4 year warranty which came with lot promises like TV will be replaced if not repairable, Home service etc.
Everything went on well till last month Nov 2007, when I started to smell something burning inside the TV. We called the service number and a local technician was at our place in a week’s time.
I had the TV shut off unplugged as we have 2 lil kids (3yrs old and 7month old).
Technician is at my place on a working day at 10 a.m. and as knowledge as he was; he immediately isolated the problem to the light and some heat sensor not working properly.
I was told that the plastic around the light is all burnt and it is replaceable with no guarantee that it will not start burning right away.
I called circuit city customer service and they tell me that they are contracted with GE for all warranty services. I walked to local Circuit city store with a hope that I could talk to someone into either getting the Heat Sensor replaced in the TV or getting a replacement TV.
As surprising as it was Store manager feigned totally powerless and glorified their corporate office as the saviors of the victims like me.
I called the new number (3rd different number) that I got from her and explained my situation that this repair was taking more than a month and I don’t have a TV at home when my entire family is here visiting us for holidays, also I was wary of having the 42" TV at home with a very high chance of it turning into nice hot fireplace, esp with my 2 little kids around.
Except going through the regular regiment of taking my order number etc and reading me the policy details, this conversation went no further.
With the extra power this so called corporate office execs had I was granted Christmas gift, reimbursement for a rental TV to the extent of $50 a week. I was happy with this hidden negotiation skill that I had. I asked my wife to shop around for a rental TV with $50/wk budget.
This morning after all the homework that she has done, my wife realized that it would cost at least $175/wk to get a working TV on rent.
So we call back Circuit city to tell them that $50/wk is not getting us any TV on rent not even for a day. This time we had a close encounter with supervisor on the phone and she politely told us that she cannot help us anymore than $50/wk.
While this is going on, All-Video our local repair company, says that the parts it needs to fix our TV are not available in the market and circuit city is scouting the entire country and all its partners to see if anyone has any leftovers for them to use.
We are frustrated and my older daughter thinks Santa is going to get her our TV back on Christmas.
Customer service at Circuit city needs more training and power to make decisions.
Store manager at Dublin stores was rude and told me that Ciricuit city is not responsible for any store warranties as they have been contracted to GE.
When we called corporate office the self proclaimed supervisor advised us to shift our TV in the master bedroom to living room and it is not a big deal. I hope this is not what they are trained on.
I hope this saga does not continue for long and will come to some logical ending soon.
Sorry for venting out my frustration.