Circuit City
Poor servicing of video camera

Letter to circuit city:

I paid nine hundred and sixty one dollars and thirty nine cents ($961.39) for a camera and extended warranty. During the eight months which I have had possession of the camera I have been without the possession of the camera from May 21 to July 3 (approximately six weeks). During this time frame I have missed various events at my son's school my father in laws retirement party, the largest 4th of July celebration, not to mention a reunion of family that I have not seen in 16 years.

I first dropped of the camera at you Store 3783 in Conshohocken, PA on May 21 due to the video compartment not opening. I then received a call from your customer service department stating that I did not have a warranty on the camera so therefore they were sending it back to the store without being repaired. Attached is a copy of our purchase receipt, which clearly states that my husband and I purchased a warranty when we purchased the camera. I do not understand why your representatives could not find this information on the Circuit City computer system. On June 10 I called the Service Center Direct Line to determine why your company was unable to find my warranty information, so that I would not have these issues in the future. I left a message with the service center answering machine and I did not receive a call back.

On June 10 I went to the Conshohocken, PA Circuit City Store to resolve the warranty status, by presenting the receipt that included the purchase of said warranty. The store representative then resubmitted the camera for repair on June 10. At that time I offered to include the power cord/AC adapter with the camera and I was informed that would not be necessary. I was then called approximately a week later to bring the power cord to the store so the camera could be repaired. When I went into the store I expressed my displeasure with the way my claim had been processed and the length of time it was taking to process this claim. I was informing by the store manager that the cameras servicing would be processed with a rush turn around due to the company's error. From that date until July 3 when I called the Conshohocken Store I was not informed as to the status of my camera or has any of your representatives called me back to discuss this matter.

On July 3 picked up my camera and spoke to the store manager, Derrick. Derrick informed me that he would contact one of the managers in the service center to determine why I had not received a call to let me know that my camera was repaired and returned to the store. I have also not received a call from your Service Department in reference to this additional matter. Since the return of my camera I continue to have problems with the tape ejection device. The camera request that I eject the tape various times before it will record. This error makes it impossible to catch those candid moments of my son, which is the reason my husband and I purchased the camera.

Today August 9 I have once again called your service department to 888-333-2333, where I finally spoke to a service center representative who informed me that I needed to speak to the Long Island Services center. Beth, the Pennsylvania Service Center representative has been the first helpful person in all of my dealings with Circuit City. She then transferred me to the Long Island Service Center (877-426-0489) which I was transferred Scott Dusherm ext. 339. I am hoping that he will return my call so that this situation may be resolved without me having to take it to the next level.

Guajana
Willingboro, New Jersey

Company: Circuit City
Country: USA
State: New Jersey
City: Morrestown
Phone: 8883332333
Site: www.circuitcity.com

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