Circuit City Complaint - Customer Service
NEWPORT NEWS, VIRGINIA -- Circuit City has fallen to number 2 behind Best Buy and here is one of the main reason why, customer service. First allow me to say I have been a long time customer of theirs my dishwasher, micro-wave, refrigerator, and stove all from them along with my phones, televisions, VCR, DVD and surround sounds. Last year alone I went to their Newport News store and purchased a big screen Sony ($4300.00), surround sound, two cameras and the new DVD player around ten thousand dollars $10,000. In June I purchased a HP desktop along with the extended warranty plan. Being severely disabled I do not work and a computer is essential for me to maintain a contact with the outside world. Almost immediately I had problems and even though I was computer literature I could not resolve the problems. I contacted the store and was told to contact HP’s customer service; calling India I found HP’s customer service consisted of me restoring the computer to an earlier time. I would explain it had been screwed up from the beginning there for there was not a good restore point. I was told by HP’s India representative that if I did not want to listen they could not help me. This went on for two months when they decided I should do a “System Recovery” erasing the hard drive and reinstalling the programs. We did this 6 times with HPs customer service walking me through the procedure, I read them the statement that the one should not reformat the hard drive more than three times and again was told that if I did not want to listen they could not help me.
After reformatting the machine nine times HP had me return the computer to them. This is now August and the computer had never worked. I received the unit back in November only to find it still did not work, but now HP says they found the unit worked and as such it was no longer their problem but Circuit City’s. I called Circuit City back and was told they could not refund the unit as I had it too long, I explained I had tried to return it after the first few days and was told I had to contact HP. Circuit City now told me to contact Microsoft who charged me fifty nine dollars ($59.00) that ended up being two occasions at a cost of one hundred and eighteen dollars ($ 118.00) which did not resolve the problem. I went back to the store and was told they had done everything what did I want?
I explained a computer that worked and was told that their manager Melissa would be in touch; instead a Jason called me and explained they could for a fee have their “Fire Dog (customer service) look at it. At this point I wrote their CEO Philip J. Schoonover and store manager Sherita ; I never heard from Ms. Owens but a Justin from the executive office contacted me stating he had spoken to the store and that the memory had been found to be bad and they were replacing the unit. Being disabled I asked someone to pick it up and when they attempted to do that the store said they never been told to replace the unit and were going to look at it themselves and would call me within a week.
Three weeks later I called and was told they had ran a diagnosis program and that the Media Center was corrupt and they had downloaded a new one and the unit was ok. Having the unit picked up, I soon found out the problems were still there and had the unit returned to the store. I then attempted to contact Mr. Bryant and Ms. Owens neither ever called me back. Later when speaking to Mrs. Brooks I was told me they found that one of the hard drives were corrupt (I notice this when HP returned the unit) and they were going to do a recovery this was number eleven (11) I read her the statement that one should not reformat the hard drive more than three times, and I was to pick up the unit in a few days. In the mean time the executive offices had called due to my complaining Mr. Bryant did not return my calls and instructed me to speak with a Cheryl, when I spoke to her she told me she would speak to Mr. Bryant who finally called telling me the store was replacing the unit. When I had someone go to the store again Ms. Brooks stated no one from the executive office had ever contacted them.
Another party from the executive Office did call the party, picking up the unit the last time and authorized a refund she had them speak to the sales staff who said they now had the computer repaired would I please try it and if I had any more trouble they would be happy to refund the cost of the computer and extended warranty. Yes, you are correct the unit did not work and when I called the store I was now told they did not know who the sales associate was and that they had done “me a favor by trying to fix it”. I asked what I was supposed to do now and was told MS. Brooks or Owens would call me back and that was three days ago.