Circuit City Complaint - My Big Purchase Experience With Circuit City
ORLANDO, FLORIDA -- RE: 06-20-2008 Circuit City Dispute
To whom it may concern:
Purchased a 73” Mitsubishi DLP Widescreen Television from Circuit City (400 N. Alafaya Trail, Orlando Fl, 32828 407-2739621) at 6:57PM on July 19th. The box was loaded onto a pickup truck by store employees and a few of our friends. The television was delivered to my residence. My daughter and I opened the television box by removing the packing straps. We lifted the box clear of the television and started to clear away the packing wrap on the television. I noticed that the right side of the television screen was bowed out, protruding past the edge of the television. There was a good size gap that one could see what appeared to be mirrors laying loose on the bottom of the set. I took two pictures of the gap in the television screen and my daughter took a video with her telephone of the four sides of the television. It can be seen from the video that the base of the television was still wrapped on all sides.
We packed up the television and I tried to call Circuit City to tell them the television was damaged but the store was closed. It was decided that we would return the television first thing next morning. I rented a pickup truck and we loaded and delivered the television back to the Circuit City Store.
The television was unloaded by one of the store employees and I told him that I needed to return the television because it was broken. I went to the Customer Service desk and both the person behind the counter and myself walked over to the corner of the store where the television was left. Two of the store attendants started to open the television box by opening from the top instead of just lifting the box off of the television. When the box is removed another store employee pushes in the protruding screen back into the frame. No one has spoken to me. I ask what is the delay and the say that they have to wait for “that man.” The man comes to the box and says nothing to me. He looks at the box and then starts to examine in minute detail the television. I show him where the screen was protruded and one of the other store employees points out where it appears that there is something pressing against the screen from the inside. The Man moves the packing material from around the lower corner of the television and then walks away. He is talking on the telephone in the distance.
The Man eventually returns and apologizes and introduces himself as the store manager and that he had spoken with the district manager. He said since there is not apparent damage to the carton and that there is damage to the set itself in the two locations that Circuit City would not exchange or refund the cost of the television. I was very upset. The television costs 3000.00. I reiterated to him that the only thing that we did was cut away the straps, lift off the box, clear away the packing and stopped when we saw that the television screen was protruding. He stated that the mirrors were broken and the corner of the television was broken as well. Since there was no damage to the box and that they would not have given us a broken television that Circuit City would not pay refund or do exchange. I ask to speak with someone higher and he said that he has already conferred with the Regional Director. I speak with the Regional Director. The regional director just parrots the Store Manager’s decision that no refund or replacement since it cannot be proven that the damage to the television occurred in Circuit City.
I again told him that all we did was open the box and discovered the damage. We put the box back on the television and delivered it to Circuit City. I told him I was expecting him to stand behind their guarantee and their product. I did not do anything here but open a box and that I was being stuck for 3000. He said that he was sticking by the guarantee and that the guarantee says in its original condition. I told him that you sold it to me broken and I am returning it to you as I received it. He was unconcerned and that his decision was final. I told the store manager that I was going to stop the credit card because I was not going to be taken advantage of and stuck for a television that is broken that I did not break. He said I should go through the Manufacturer-Mitsubishi. He said that is my right if I wanted to contact the credit card company. He also gave me a telephone number for Corporate. I called corporate and spoke with gentlemen…I told him the entire story.
He said he would talk to the store management and would be right back. After being on hold an inordinate amount of time he came back and said that there was going to be no resolution and basically repeated what the Store Manager and Regional Manager said about no refund, no exchange. I told the store manager that it was not right that we were being stuck for the $3000 and that there was not going to be a refund. He said that if they took the television back that they would have to write off the $3000 and it was not in their budget.
Note: I do not understand the issue of the condition of the box. If the box is not damaged then Circuit City does not cover the television. If the box is damaged—does that mean they would cover the damage or would they infer that the damage on the box was after the Television left the store and therefore would not cover the damage to the television---damage to box=no coverage; no damage to box=no coverage. I am at a loss.
Now what you have is my wife, daughter and me…alone…near an unpacked and broken television within Circuit City while all the employees went about doing their business. Circuit City was done with us. The implication is that we unpacked the television, broke the television, put the television back in the box, and then attempted to return a broken television. The reality is that we purchased a television in good faith, brought it home, discovered the damage, documented the damage, repacked the television, brought the television back for a refund/exchange and were denied and left felt as if we were crooks or felons.
I called the Bank of America Credit Card company billing disputes. I related the story of the television, our treatment, the refusal of Circuit City to refund/replace, and implication that we were at fault. The BOA advised me to take the television back to the house, document everything that happened in a letter to BOA, and send letter to BOA in Wilmington Delaware. She was incredulous on how poorly the Circuit City staff and employees were handling this situation. She asked me if we had purchased any warranty with the television. I told her we had paid an additional $289 for an Advantage Warranty. The BOA representative said to go home and call the warranty people and document what they said about the television.
I called the warranty people for the Advantage warranty. I spoke with a gentleman. I related the entire story of the television and my efforts at getting a replacement. He said that the warranty that I had was for service and repair and not for the type damages that I had discovered. He could not believe that they inspected the boxes and did not give my money/replacement. He wanted to know what the inspection of the box was all about that they should have just replaced the television because it was broken. He offered to work through Circuit City Corporate to see if he could get a resolution. After a long time on hold, I was turned over to a woman named who said the resolution to my issue was that she “could not overturn the decision of the Store Manager or Regional Manager.” I told her my story and she said that she understood but if I felt the television was defective that I should work it through Mitsubishi.
I called Mitsubishi and spoke with customer service. I told her the entire story about buying the television, partially unpacking the television, noting the damage, returning the television to Circuit City, Circuit City’s unresponsiveness and shoddy treatment. She told me to speak with Mitsubishi Warranty to see what they could do if anything about the situation. I called Warranty. I told the Warranty Rep the entire store and she said she would open a case and asked for particular damages that I could see on the television and particulars as to Model, Serial, and date of purchase information. She put me in touch with the local service representative for Mitsubishi, a local Electronic Store. I called store and told her my story and arranged for her to send a technician to examine the television on Monday afternoon (June 23).
I am very disappointed with the shoddy treatment of Circuit City and their treatment of me, my family, and my purchase. This was a major purchase for us and now we are out three thousand dollars with limited recourse with Circuit City. They have washed their hands. I have filed with the BBB, filed a complaint with the BOA CC, and shall continue to fight for a refund or replacement. The entire situations is shameless.