Me and my husband bought a 52" Hitachi floor model TV from Circuit City. We also purchased the protection plan for the TV. When the TV had a problem, the vendor that Circuit City uses for this our city is 'Tops' electronics who happens to have 1 techinician for this city.
Tops came out to look at the TV, said they had to order 3 parts. Week after week, we'd call and they'd say they were waiting on the part to come in. We spoke with Circuit City every week that we had spoken with Tops and nothing.
I talked to at least 15 representatives from 5 different deparments to try and get the problem resolved. We got to the point that we no longer wanted the TV so we requested an exchange.
I spent almost an entire day being transferred back and forth to different departments trying to get this taken care of. I had 3 different case managers working on my case... Finally, I got a hold of a lady by the name of Catherine Jackson who immediately pushed my request through. (She needs a promotion)
Well, we exchanged our TV for a 32" Plasma flat panel in August and now that TV is leaking fluid. Again, they made arrangements to Tops Electronics to come out and look at the TV. Just in case you don't remember... They have one technician for this area.
We needed an am appointment or anytime on the weekend and Tops could not accomodate. The first appointment was made January 10th, they did not show up or call. The second appointment was made for January 17th and we specified that it needed to be between the hours of 8-Noon.
11:30 rolls around and No Tops. The technician calls around Noon and says that he can be there between 2-4 at which time Me and My Husband would both be at work.
I spoke with an Andrew from Tops and he said that the technician makes his own schedule and our city was always the last on the route and he couldn't make any exceptions to that.
Mind you, with every incident, I'm calling Circuit City and they are transferring me to every department in the country but no one seems to have an answer. The floor manager over my case Lee Angela suggested I call the maker of the TV. Excuse my french but isn't this a bi*ch.
We paid almost $400 for protection and we have to make our own arrangements??? Anyway, I tried to call Tops back because I thought to myself "okay, maybe we can do something different". My husband also has Monday's off so we asked if the technician can come out on a Monday.
Guess what??? The technician is off every other weekend (which is wonderful) but on the weekends he does work, he doesn't come to this city... So what we have here is a $400 protection plan that only protects me if I'm available on Tuesday - Friday between the hours of 2-6pm.
I have requested another exchange, I have requested that Circuit City come to pick the TV up and give us a loaner until Tops can pick it up from their store and have suggested that they clear our account, take the TV and keep the amount of money we have paid into it because it is no longer worth it to deal with them.
I have left messages on every voicemail at Circuit City. There was a lady named Grace in another department that has been trying her best to be helpful but bless her heart, she's getting nowhere either. She experienced it with me first hand. We talked back and forth for a couple of days now.
Now some guy named Brian in parts is trying to work on the case and said that if they cannot get the technician to come out when it is convenient for us, they will get someone else to work on the TV. I'm not sure how long this will go on but I can bet nowhere.
I have reported this to the BBB, I am in the process of contacting their Legal Department and their consumer relations department. As of now, we have no TV, no one has looked at the TV and once we get someone to look at the TV, there is no telling when it will be fixed.
Anyone who is anybody that might read this... DO NOT purchase anything from Circuit City unless you ask the following questions:
Who is responsible for servicing my product?
Where is their office located?
What are their hours?
Do they have more than 1 technician that services this area
I don't understand why as big as Circuit City is, they would contract with a vendor who has those types of limitations. It's like buying life insurance that only covers you if you die Monday through Friday. Lord forbid you die at 1:00am on a Saturday morning... No coverage.
If you ever need service and Tops Electronics is in the area, ride right pass the front doors.
I am not sure how much better Best Buy's protection plan is but Sears is A1. You might pay a little more but you're service is excellent. When a major company like Circuit City contracts with a company to service their product, hours of operation should not be negotiable.
They should always offer am appointments, weekend appointments, etc... For any area they service. If the vendor cannot offer those things, they should not contract with them.
I know this sounds like it is primarily about Tops Electronics but it is truly about Circuit City because I should only have to call Circuit City to tell them my problem and they should handle the rest but I am on my own case and this is the second time around for me.
If anyone can help, please write back. I'm tired of paying for a protection plan and I'm doing all the leg work to get the issue resolved. Maybe they should be paying me.
Thanks usacomplaints.com
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