At least 20 phones calls later and finally I was able to schedule a service call for a TV I purchased a few years ago.
My TV has been shutting on and off since Friday as if someone was playing with it or something so I called the 800# listed on their City Advantage Protection Plan Contract "888-333-2333 to be exact" and I went through the menu for the options for my TV thinking this would be a quick call before work.
Well when the rep came on the line for starters I couldn't make out what her name was and I proceeded to give her my info when she said abruptly I'm sorry my computer is down so you gonna have to call back. I was like what the heck. Where am I calling is this the US and she said No this is India - I said to her then since her system is down can I speak to another rep. She then said No and to call back and hung up the phone. I should have waited til lunch to call back but how rude she was.
I work in customer service and I would never treat a customer like that. I would gladly take their info and when everything came back up I would do what I had to do to help the customer and if more info is needed I would call them back or transfer them to someone else.
I called back this time I was on hold for at least 10 minutes - no biggie - it's a Monday. This time I got what sounded like the same lady and again I couldn't catch her name but when I began to give her my info she began to say she didn't understand me. WHAT?!? I am speaking ENGLISH mind you. So I ask her to PLEASE transfer me to another rep OR to someone in the US - guess what - got hung up on again!
I called a few more times before I clocked in at 8:30 and when the call connected it immediately disconnected.
Infuriated I called the local Circuit City Store on my first break 10:15am and spoke to Ashley - whom was very nice - as I explained my ordeal to her. She said that I would have to deal with the CS people at the City Advantage number listed 888-333-2333 and if I like she would call and get right back to me.
12:38 - during my lunch - I call back the local Circuit City store and Ashley is no where to be found and no follow up call. So I figure let me try again - they say patience is a virtue.
This time I called and got Jeff on the line, again this call is in India and Jeff gets my name and number and says his system was down and to try back in a few hours. When I began to say something in response the call disconnected.
Again I called the 800# and what sounded like the first lady this time said her name was Linda and she had to spell that for me as her accent was so think. She then tells me we need the address and tn that you signed up for when you bought the TV. Huh - I have the contract number - the ACTUAL contract for the City Advantage Protection Plan and the address that they so promptly send the renewal notice to - but I could not recall my phone # that I had 4 years ago as it has changed a few times. I ask her why can't you go by the contract #, name or address I had at that time. I can even tell you how I paid. She says sorry and disconnects the call.
Ticked off, boiled and so heated I called back and when the person from India got on the phone I immediately ask to speak to a supervisor and he asks me for my tn - I refuse and again ask for a supervisor and was told no and was hung up on AGAIN!
This time I again called the local Circuit City Store and the Customer Service rep - Harriet - told me that unfortunately I would have to deal with "those people" in India as she put it and they have had a few complaints but there was nothing that she could do. I asked to speak with Ashley and held for her so much that I literally counted how many times they picked the phone up and placed me back on hold - 8!! After holding for 28 mins I had to run back to work.
On my second break 4:39 I check my voicemail - no messages from Ashley so I call the local store and was informed that she was gone for the day. Ready to spit fire I called the City Advantage number and Mike got on the line and I immediately ask him where I was calling and he said India - I politely asked if he could transfer me to a Cust Serv rep in the US and he said this is it and there was not one for City Advantage but this number. I won't put my 2 cents in here but my end note to him was not so nice.
After work I again called the City Advantage number since that's as good as it seems to be with Circuit City is 2nd class service after they get your money. This time a woman got on Ulla and she spelled her name as I could not understand as her accent was very think and she said she could not understand me. I speak PERFECTLY good ENGLISH mind you! If a Company is going to take their call center off shore at least have more educated people that can handle the situation. I asked if I could speak to a supervisor and she understood that cause she hung up on me.
I called the local store and talked to Chris - whom got flamed by me for at least 10 mins of the ordeal I had been through trying to get this darn TV fixed. Chris promised to call me back and at first I was like NO - Ashley already told me that and she didn't even call me back so my faith in Circuit City is very low right now. I told him if I didn't hear back from him in 15 mins I would be there with the TV looking for him.
He called back with the name and number of a LOCAL Company that will be calling me to look at the TV and if they can't fix they will replace. This was my response to Chris and I quote "Why then did I have to call India so many times to have to deal with people that were obviously not equipped to handle my call and not able to deal directly with the local Company and that I hoped that he would take my situation back to his mangers as I think they should defiantly consider how they choose to outsource."
So my only thing to you buyers out there is if you have Money to Waste and Time to Burn then go right on ahead and buy Circuit's City Advantage Protection Plan.
Had I known this is the type of Customer Service my money pays for I defiantly would not have bought into the plan or may have taken my business elsewhere altogether.
Stacy
Rochester, New York
U.S.A.
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