I have seen responses from Circuit City employees and would like their help in providing any information on the handling procedures the Circuit City has provided to their employees when handling large unboxed television monitors or any other electronic merchandise. Here is our story.
On Wednesday November 3 I purchased a Panasonic model CT-36HL43G from a Circuit City Sales Associate for $649.97. I was not planning on purchasing a television that night; there was no way it would fit into the Chevrolet Caviler I was driving. It was an open box sale, at a great price, with no damage, and the only noticeable issue was a small amount of dust in the vents on the back of the set. I was concerned about a television that was a display model, but Ralph assured me that it had the same warranty as a new set. I told Ralph that I would be returning on Friday, November 5 to pick up the monitor with our Honda Pilot and that appeared to be no problem.
I was offered the Panasonic model CT-36HL43G monitor at a good price, I accepted the offer by providing funds in the amount of $649.97, and at that time I became the owner of the stated monitor.
When I stopped by Circuit City on Friday, November 5 to pick up the Panasonic model CT-36HL43G monitor, which was purchased two days earlier, the monitor was no longer on display and it took some time for Circuit City employees to locate it. When it finally showed up it was on a small hand truck, with the front of the set leaning against the rails of the hand truck and no padding was provided to protect the set from rubbing against the rails of the hand truck.
It must be addressed that this monitor weighs in at approximately 211 pounds, measures 30 high x 39 width x 24 deep, and was placed on a standard hand truck. This was an improper mode of conveyance based on the size and weight of the Panasonic monitor.
After the two Circuit City employees loaded the monitor into our vehicle, I noticed scratches on the top front of the set, which matched the position of the hand truck rails.in addition the plastic at the bottom of the monitor was bent in several places with small cracks on the left side, which again matched the rails of the hand truck.
I left our vehicle out front and reentered the store to locate a store manager, the television/video manager returned to our vehicle and I showed him the damage that did not exist at the time of purchase and apparently was caused by improper handling on Circuit City's part. I requested his name and number, which he provided and stated we (Circuit City) would work to make it right.
Although this was an open box sale, there was no damage on any part of the monitor case when it was purchased. I was the owner of the Panasonic model CT-36HL43G monitor when it was damaged by Circuit City employees, in what I would believe to be improper handling. It is my belief that a cart and not a hand truck should have been used in handling this type and size (approximately 211 pounds, measures 30 high x 39 width x 24 deep), of the same type and size of merchandise being sold in Circuit City stores.
After making sure that the monitor had no further damage, I contacted the television/video manager on Saturday morning November 6 and requested that Circuit City either replace the damaged front monitor case, replace the damaged Panasonic model CT-36HL43G monitor case with the same model, or discount the damaged monitor an additional $250, which is half of the $500 that the television/video manager stated would be the cost of replacing the case. He explained that he would need to talk with the store manager and took my number.
When the television/video manager called back he clarified that they would not agree to any of my requests and that they would only give my money back and offer me an additional $200 off a boxed (ie. More expensive television). I reiterated that the damage was caused by Circuit City employees after I purchased the monitor and that there is no suitable replacement at a comparable cost. He said there was nothing more that he could do and I asked to talk to the store director. The store director explained that the set was already discounted and that repairing the monitor would be an additional cost to Circuit City. The store director gave the impression that Circuit City did nothing improperly and they were being more than reasonable in offering a refund and $200 off a more expensive television.
We have requested that the Panasonic model CT-36HL43G monitor be returned back to the condition it was when it was purchased on Wednesday, November 3.
After talking to the store director, I contacted the Customer Cool Line, the regional manager, and the corporate office, who then contacted the store director at the Wilkes-Barre store and they supported him in his response to me.
We are disturbed that a national retail chain is not concerned enough to consider other options in resolving complaints and that "open Box" merchandise purchased by individuals may nobe handled improperly.
Jude
Mountaintop, Pennsylvania
U.S.A.
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