Usacomplaints.com » Electronics and household app. » Complaint / Review: Circuit City - Ripoff will not fulfill extended warranty agreement. #106850

Complaint / Review
Circuit City
Ripoff will not fulfill extended warranty agreement

I have the Circuit City 3-yr. Advantage protection on my 32" Sony KV32HS500 TV. October 1, I called to complain about a blown speaker in the TV. The repair tech comes a few days later (by the way, he had a very rude attitude on the phone, although he seemed nice in person... Set a bad first impression), he spends 2 minutes and then tells me he probably can't fix it but he will order new speakers anyway. His claim was that the speaker problem was that the plastic TV case was rattling when the volum was up loud.

FINALLY after numerous calls and a visit to the store for escalation, he comes on Dec 3 (2-months later) to replace the speakers. As he worked, he kept repeating that the Sony engineers said that would not fix the problem. After the so-called repair, I demonstrated that the problem continued to exist while he was at my house but he said he couldn't fix it and told me to call the 888 number and complain.

What I later found out was that he was passing me back off to the 888 number so I was their problem, not his. I call them and tell them that the TV wasn't fixed 5 minutes after this guy left my house. They said they would send me another replacement speaker for the TV.

I read the speaker part number to them over the phone, I took a picture of the speaker, I found the speaker on the Sony web site, yet the girl ordered the wrong part number. I even told he when she was ordering it that it was the wrong part but she made me wait till the part arrived to see if maybe it would be the correct part. 10 days later I receive a remote control in the mail. Obviously, a remote control is not a speaker!

This is getting ridiculous at this point. I call the 888 number on Dec 17, they escalated the issue and transfer my call. The call disconnects. I call back later, get transferred again, speak with a gentleman who can hardly speak English. He gives me a confirmation number, tells me to go to the store, give them the number, and exchange my TV for a new one since the TV can not be repaired. FINALLY, RESOLUTION!

Wrong. After 1 1/2 hours in the store, they finally realize that he gave me the wrong number. Apparently, he took me off hold, thought I was another customer he was speaking with simultaneously, and gave me their exchange confirmation number accidentally.

So here I am, Friday night, I spend 2 1/2 hours at Circuit City and they can do nothing but open another claim and wait till Monday to speak with the service manager. Even the corporate Circuit City customer service person was careless enough that she (Claire) also disconnected my call in the middle of our conversation that Friday night. She too said she could not order the correct speaker.

This was Friday, 12/17. She called back Saturday and told me she couldn't get in tough with the service manager. Then Monday, Tuesday... No word or help from Clair. I abandon dealing directly with Claire and decide to try my luck pursuing this issue with the regular 800 corporate number. The problem was that Clair (the escallation customer service rep) said she was nto able to call managers, supervisors, or the service manager who is the guy managing the guy who came to my house. She could only email them.

No one at Circuit City would take responsibility for helping me. So tuesday 12/21, I call and speak with Heather who instantly called the service manager. What a miracle that was... Why couldn't Claire do this for me??? The service manager claims that since the technician came to my house and filed his report as "repair complete", he must return to my house before I can get action.

Technically, he did complete a repair but his repair did not fix the problem and his report of his actions did not reflect his feeling that the TV could not be fixed. All he did the last time he was at my house was lie to me and pass me off to someone else.

Circuit City customer service representatives have no power and no ambition to help their customers. I tabled the TV issue and spoke with Heather about the simple fact that customer service at Circuit City is non-existent. Her reply and resolution was "I'm sorry you feel that way".in comparison, I emailed HP 1-year ago because a piece of software did not ship with my new computer.

The email was sent through their general "email the CEO" link on their web site. 1 day later, I get a call and they sent me 2 CD's of the software. I also received several follow-up calls from several levels of management to ensure that my issue was resolved. THAT is customer service. Circuit City might have good prices but that does me no good when ther can not fulfill their legal contracts with customers.

As a final knock, Circuit City has a 3-repair lemon clause in their contract. Since my second complaint resulted in an incorrect part shipment, they classified it as a part order, not a service call. So in their minds, I am technically on my 2nd repair call. The tech is showing up tomorrow. What a waste of time.


Offender: Circuit City

Country: USA   State: Maryland   City: Hanover
Address: 7667 Arundel Mills Boulevard
Phone: 4437558922

Category: Electronics and household app.

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