Hi all
I thought I would share with all of you two letters I have written to circuit city.
I am writing this letter in response to the deplorable treat I have received by employee at both your repair service center and at your corporate offices. I have been trying in vain to get my television repaired or replaced by your company. I purchased a Panasonic CT27G6 for the amount of $289.99, from your now closed Southfield, Michigan Store 3610 on Feb. 2.
At the time of my purchase I also purchased a performance guarantee for the television for 5 years at the cost of $89.99. At the time of my purchase I asked not only for a copy of the contract but I also asked what would happen if I ever needed to use the service warranty.
I was told by your sales associate, (1) we do not give out copies of the contract because the information is kept in our system and (2) that someone would come out to my home to repair it or replaced it.
I asked for a copy of the terms and condition and he told me the brochure was the terms and conditions. I called your service number located on the brochure October 25 to have my television serviced. After I informed him that the television no longer had any sound or video, he stated a repairman would come out to repair my television.
I asked him how soon could I schedule someone to come out and he stated Nov. 3 between the hours of 9 A.M. And 11 A.M. Disappointed I took the scheduled time and explained to the gentlemen that it was important to have the repairman to keep the schedule time as I would have to leave for work at 12:30 P.M. The gentleman assured me he would make a note of it and gave me the incident number G5136644.
On Nov. 3 I received a called from the repairman Anton at 7:50 A.M. Stating he would be out between 2 and 4 P.M. I tried to explain to him what the gentleman at the 800 number had told me and he state You either want me to come out today or you'll have to wait another two weeks before I can come out.
I kept the appointment but called your 800 number to report what Anton said. I spoke with a Maya at the 866-846-1798 number and she apologized for the inconvenience but explained to me that the gentleman who originally set up the appointment lied to me.
I had to miss work in order to keep the appointment. Anton arrived at my house at 1:55 P.M. And left at 1:57 P.M. He did not open the television but said that the video adapter/picture tube was fried and that he would order the part and he would call when the part arrived to schedule a time convenient for him to repair the television.
I called your 800 number once he left. I spoke with Maya and inquired why couldn't the television be replaced since the video adapter/picture tube was fried, she claimed that it was at the discretion of the repairman to decide to replace the television.
I also explained to him the briefness of his survey of the television left doubts in my mind that he didn't want to repair the television. Maya again apologize and gave me an IM number 189530 and transferred me to the corporate office.
I spoke with Tasha at your corporate office who told me she would (1) assign herself to my claim and (2) would request my television be replaced given the cost associated with the parts needed for repair which I and my attorney have priced over $300. She assured me she would call me as soon as she heard back from her supervisor.
As of today, I have not heard back from Tasha. I received a call at my home from Vicki at (909) 444-8384 who claimed to be a manager of your service center on Nov. 4.
She began the conversation by stating she was annoyed by the email she received from your customer service agent Maya concerning my television. She explained that she had the final say so on repairs and not corporate and that unless she decides otherwise the parts need would be ordered when she felt like it.
At that point, I told her I would consult my attorney at which her response was Your television will never get repaired if you do so and hung up. I then placed a call to your 800 number and requested to speak with a supervisor after speaking with a Clifton who put me on hold for 20 minutes, I spoke with a supervisor named Mike, and told him about the call I received from Vicki and requested to speak with the head of the service center at which he replied, I can only transfer you to corporate and they will handle the situation.
I was transferred to a Linda at corporate who told me that (1) Vicki was the only person at the service center and (2) she could probably email Vicki's supervisor but there was nothing she could do about getting the repair of my television expedite or having it replaced. As of today Nov. 8 I was informed that the part was still in the process of being ordered.
I am writing to you regarding a letter a faxed over on Nov. 8 to the President of the Circuit City. I am forwarding a copy of this letter to you in hopes it will reach the president. I spoke with someone named Betsy Wade who states she is a paralegal in your legal department today after her failure to return a call she promised to make Nov. 14.
Ms. Henderson, I have been nothing put patient with your company, as I have continued to be met with rude, abrasive behavior by your employees at both the 800 number and at your corporate offices. I have been waiting for over 22 days for my television to be repaired. This is outrageous.
Your technician failure to perform the duties of his job correctly upon his initial visit to repair my television has exceed your guarantee within the terms and conditions of the Circuit City Advantage of a repair being done within 14 business days. When I notified Ms. Wade of this today, she became abrasive and stated I don't really know what the terms and conditions say and I don't feel that 22 days is a long time to wait for a repair.
Ms. Henderson, no customer should have to educate your employees on what the terms and conditions of a warranty that your company so proudly sales states nor should any customer have to wait 22 days for any product covered under your warranty to be repaired. Ms. Henderson, I am simply disappointed by your company's inability to stand behind the product warranties it sells.
I have been a good customer of your company for several years and have made several major purchases from your stores however, I will never make the mistake of purchasing any goods or services from your company again. As stated in the letter below, a complaint has been filed with the attorney general of Michigan and with the better business bureau.
I encourage everyone who has had problems to contact their legal department at 1-804-527-4000 ext 8556. Faxed them at 804-527-4164. And PLEASE TELL THEM ABOUT WHAT YOU HAVE READ HERE.
Tonia
Detroit, Michigan
U.S.A.
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