Circuit city is a very irresponsible and insensitive with their customers. I bought a HD tv and a 4 yr city advantage protection plan in july (valid until July). My TV suddenly stopped working on 3rd October. I called Ccity customer support and they sent a technician almost 10 days later. The technician inspected the TV and said he needed to order some parts and said it would typically take 7-10 business days. I started calling ccity after 10 business days and they would tell me that they were still waiting on the part. I kept calling every other day to get the status. The part finally arrived after 20 business days. The technician showed up again after a week (11th Nov 07). The part he ordered didn't work and said he would try couple of other things with some parts available at his repair shop. He said he would call me in a couple of days. He called after 2 days and said he had ordered few more parts and said it would take another 7-10 business days. I got really frustrated and called ccity support again. This time they said, they escalated the case to get the TV exchanged with a new one and somebody from Service Center would call me in 48-72 hours. That didn't happen, so I called them again after 3 days and I was told that the Case Manager thought CCity would be able to fix the tv. My TV now has been under repair for 45 days.
I waited couple more weeks and called them again. They said, they are still waiting for the part to arrive. Remember, this time it took more than 4 weeks. During that, i kept calling circuit city every other day. At least 3 times i was told that some case manager would call me in 48-72 hours to arrange for an exchange. Not even a single time had anybody called me. Now, they got into my neve. I called them back and said my TV now has been under repair for 75 days and they should really do something about this. I made them clear that it is very difficult without a TV during the holidays and would like to get the case expedited.
Some lady in the Ccity suggested I call consumer department. So, I called ccity consumer department. The person from the consumer dept said it shouldn't have taken Ccity this long to get this TV repaired or exchanged. She then conferenced me with a supervisor in the service department. After the supervisor went through the case details, he said he would have somebody call me in 48 hrs to give the details on how to get my TV exchanged. Another promise and another failure. No body called me. So, i called them back. This went on until 14th Dec. Finally, on 17th Dec, somebody called and said the part they ordered 5 weeks back had arrived and the techician would come on 20th dec to get it fixed. The technician gave me a 2 hr window but didn't show up. I then called the technician and was told that he was not able to locate the part and also thought it is very unlikely that the part would fix the TV. He said he asked his manager to approve for an exchange in 24 hrs. That did happen either, so I called them again (I guess this my 18th call to ccity in 83 days). I was told, they are still trying to locate the part and a request has made for an exchange. This is the 4th time in 83 days i was promised an exchange and counting. I now have lost complete faith in circuit city and its operations.
The protection plans they sell have no guarantees of repair and exchange.
While all this was happening, I walked into the store where i purchanged the TV and the plan to see if they could do something. The operations manager in the store was very insensitive and wasn't forth coming for any help. When I asked why would circuit city make such false promises to their customers when selling these plans, she said she can't speak for their policies and the customers have to deal with such delays.
I have been waiting for my TV to get fixed since 85 days and still counting. No Luck yet.
The bottom line is, Circuit city is not committed to help their customers.
Last week, i finally made up my mind to drag Circuit city to the court. For me, to buy another TV is no big deal but i was deeply disturbed by the way Circuit city is handling their customers.in the past 4 years, I have bought stuff worth close to $10,000 from circuit city. I always bought electonics from circuit city but never thought when it comes to customer relations and support, they are an absolute mess.
Ram
abington, Massachusetts
U.S.A.
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