This letter is to advise you of the current situation regarding an installation of an Alpine Stereo CD player and changer in my vehicle, and to propose a method for resolution of the problems I am currently facing as a result of your installation. I am providing, herewith, a description of the problem, the chronology of events, current status of the vehicle, and the proposed resolution. I have also attached documentation of the transaction with your store for your convenience.
Statement of the Problem:
My personal vehicle is currently unavailable for my use due to problems created during an attempt by Circuit City to install a new Alpine CD player and changer in my vehicle. The Cd player and Changer were purchased at Circuit City store # 0530. My vehicle is has been at Lindberg Cadillac since Monday April 23rd. Lindberg Cadillac has advised that vehicle will require a new dashboard module, and potentially a new dashboard installation due to what Lindberg has termed damage caused by the attempts to make this installation. I need to have my car repaired and returned to my use. I do not want to be out of pocket for the repairs. I believe that Circuit City is liable for the cost of the repairs. I have been told by Circuit City that I will need to address the problem with one of the vendors to Circuit Citys stereo installation operation with which I have no relationship. I have made no purchases from Circuit Citys vendors, nor have I had my hands on any of the vendors materials, equipment, or invoices. I am very disappointed with the stance Circuit City has taken concerning this matter. This has become a very serious matter. This matter must be addressed without delay, or I will be forced to take affirmative measures to seek redress through the legal system.
Chronology of events:
Friday, April 18th
I visited the store and inquired about the purchase and installation of a CD player and changer unit. Ken Wagner, in the car stereo installation department, assisted me. I was told that the installation would take approximately 1 and hours to complete. I selected and Alpine CD player and an Alpine CD changer for purchase. I paid with a debit card. An amount totaling $859.77 was immediately deducted from my account, and transferred to Circuit City. I again inquired about the time for installation and made Ken aware that we had to pick up a child from school so we wanted to be sure we had enough time for the installation. We were told that the installation bays were currently empty and that the work could be done in 1 and hours. After approximately two hours or more, I was told that the store did not have the proper dash installation kit in stock and that it would have to be ordered. I was told that the kit would arrive Wednesday April 23rd, and that I would receive a call to return so that the installation could be completed. I did also note at the time that the technicians on this date stopped work on my vehicle, and worked on other vehicles, before advising me of the fact the my installation could not be completed that day. As a result, my wife and I were late in arriving to pick up our child from school.
Wednesday April 23rd
No call or update was received regarding the completion of the installation.
Thursday April 24th
I received a call at work and was told that the part had been received by Circuit City and the installation could be completed. I asked for a time to bring the vehicle back. I was told I could bring it immediately, and the work would be completed in approximately twenty minutes, since the changer was installed and the wiring complete. I came to the store approximately one hour after having received the call, and delivered my vehicle to you personnel in stereo installation. I note at this point that my vehicle was in excellent working condition, in all respects. After approximately one hour, during which I shopped at the store, and made several additional purchases, I went to check on the vehicle. Two technicians, Ken and Bill, were both working on the vehicle. I inquired about the status of the installation. Ken told me that a wiring harness ordered from a company called Metra had been provided to Circuit City incorrectly wired. He further stated that when he plugged the new stereo into the harness provided by Metra, it shorted out several fused and that they were trying to locate the fuses affected.
As I stood and watched, Ken forcibly pulled the wires from a harness. I was concerned at that point that he was rewiring my vehicle, but Ken assured me he was rewiring the harness provided by the Circuit City vendor. After another hour or so, the Installation Department Manager Ryan Dilldine, took over the installation. To this point, no one had explained to me what the operating condition of my vehicle was, other that that there were blown fuses. I was patient, because it was apparent to me that the technicians were sincerely to correct the problems and provide an efficient installation. During this time period, I noted that Circuit City technicians were working under the hood or the car, in the fuse compartments in the trunk of the car, removing molding and dash assemblies under the steering wheel, and in the glove compartment. The removal of parts and components was so extensive, at this point, I couldnt bear to watch. I was not sure whether to stop them, or let them proceed on the hope that they would be able to correct the problem. I finally went back into the store, to give them the benefit of the doubt, and the opportunity to fix the problem.
After another hour or so, Ryan Dilldine came to me and explained that the problem was that the new stereo system would play when connected, but that the dash indicator lights would not work. This meant that speedometer readings, mileage indicators, fuel indicators, etc were inoperable on my vehicle at this point. Ryan was courteous and professional, at this point. Ryan told me that he was contacting Circuit Citys vendor to explain the problem he attributed to the equipment they provided to Circuit City. I was also courteous and professional to this point. I explained to Ryan that I typically have my car worked on at Lindberg Cadillac. I then suggested that I take the car to the dealer and have them get the dash repaired and that Circuit City arrange to pay directly for the repairs so that I would not be further out of pocket.
Ryan asked me to wait while he called the vendor of the harness, by telephone. After holding for more than fifteen minutes, Ryan had a discussion with the vendor. According to Ryan, the vendors technical department thought that they could repair the problem and accordingly, he requested that I bring the vehicle back the next day and permit them the opportunity to talk your installation department through the correction of the problems. Ryan apologized for the situation and offered to refund my installation for the changer unit, noting that the installation of the radio had not been charged. I agreed to bring the vehicle back and leave it the next day, and accepted the offer of a refund. I asked Ryan if he could just handle the refund issue the next day when I brought the car back, because I was tired after having spent four hours or more waiting, on this single visit. Ryan said that he would prepare the refund and have it ready for me the next day. I drove my vehicle home without the benefit of any dashboard indicators. Ryan asked that if I did have to take it to the dealer for repairs that they diagnose the problem and contact him before starting any work on the car.
Friday April 25th
I returned with the vehicle at approximately 12:00 P.M., as agreed the previous night. I left the vehicle with Circuit City and returned to work. At Approximately 5:15 P.M., I called the store because I had received no update, and did not have a vehicle to drive home. I spoke with Ryan and he advised that the technicians had been unable to repair the situation. He said that they were putting the car back together, and that it would be ready for me in about a hour. I arrived at Circuit city at approximately 6:00 P.M. Upon arrival I noted that the car was not ready and that the technicians were working on the vehicles. No one was working on my vehicle at this point. I talked to the tech at the desk, and asked for Ryan. He explained that Ryan was not available but that Bill would prepare the refund. Bill was at the time working on another vehicle, so I had to wait until he could reach a stopping point to take care of me.
I was told to take the refund receipt to the customer service desk to get my money. I was told my car would be ready when I returned. I complied and was treated by your customer service personnel in a manner that was not openly hostile, but certainly less than respectful. I felt that your customer service employees were dealing with me with suspicion, as if I were trying to get some thing free. I also noted that there were indeed other installation charges on the receipt, in contradiction with what Ryan communicated to me. I asked for the receipt and went to the sales area and pointed out the additional installation charges to Ryan. Ryan acknowledged and instructed me to tell Angela to also credit item # 8 on the receipt. I suggested to Ryan that he should the one to tell her. He advised me that all I needed to do was tell her Ryan said to do so. I went back and told Angela, and again noted an inappropriate attitude. I was asked for a credit card. When I asked what the need for my card was, I was told that the refund would be credited to my card. I said I wanted cash, and was told that this was not possible. Maybe I was unreasonable to expect a cash refund, but at this point my frustration level was beyond further tolerance, I asked Angela for the store manager.
She responded, in a not too friendly tone, The store manager is not here, so Ryan is the store manager! At that point I basically said the hell with it, and left the store quite angry. Again, I had to drive my vehicle with out the benefit of safety and advisory instrumentation on my dashboard.
Monday April 28th
I took my vehicle to Lindberg Cadillac and asked them to diagnose the problem, and advise me of the associated costs. I then called Circuit City, as a courtesy and left a message advising Ryan that the car was with the dealer, and provided a point of contact so that he would be able to inquire about the status of the repairs. I was told that Ryan was off work, but I left the information for him, again, as a courtesy.
Later, Lindberg Cadillac contacted me and asked for the old radio. When I arrived at Lindberg Cadillac, Ryan was there, in the bay with Cadillac technician, asking questions about the car. I told Ryan about my disappointment with the level of service of Circuit City employees after they discovered that Circuit City personnel could not complete the installation. I made him aware that as I drove my car away after the last visit, I felt something sticking me in my back on the seat and found tools and screws down in the leather seats of my car. I told him about the attitude I perceived in customer service, and numerous other items that are quite disconcerting about my current experience of the service received from Circuit City.
Later that evening, I received a call at my home from Ryan. Ryan outlined the options he said he believed were available to me, per Circuit City policy, to resolve the issues created by the botched installation by Circuit City. The first option was for me to contact Circuit Citys vendor Metra and discuss the problem with the two individuals he has been talking to and see if I can get them to pay for the necessary repairs to my vehicle. The second option Ryan said was available to me was to write to Circuit Citys vendor, Metra, and explain that the harness they provided to Circuit City was wired backwards and as for reimbursement for my costs. Finally, he suggested that I also have the option to file a claim with my insurance for redress of the costs created by the botched installation by Circuit City.
I accept none of those options as valid or appropriate. If fact, the so-called options available to me, as identified by Ryan Dilldine, are actually each an insult to my intelligence. I have options available to me that Ryan is quite apparently unaware of. I assure you, however that I am very much aware of other viable options to get this matter properly addressed exist. I do not have any relationship with vendors to Circuit City. They have sold me nothing, and they owe me nothing. This is not an insurance matter. Circuit City employees sold me a system including installation for a stated price. I paid for it and surrendered my vehicle to Circuit Citys care and custody. Circuit City must address this with me.
Current Status of the Vehicle:
The Dashboard module has been replaced due to irreparable damage to the original module.
Life safety equipment and instrument indicators are functional again.
All equipment and accessories installed by Circuit City has been removed from the vehicle.
The dashboard is being epoxied to correct cracking and damage to the integrity of the unit caused by holes drilled into the frame around the radio mounting.
If the epoxy does not hold, the entire dashboard will be replaced.
Proposed Resolution:
I suggest the only fair and equitable way to address this problem and bring it to resolution is for the following very simple uncomplicated things to occur:
1). Circuit City needs to stand behind its work and take responsibility for the errors of its employees.
2). Circuit City needs to pay the full costs for repairs to the damage to my car.
3). Circuit City needs to immediately make arrangements with Lindberg Cadillac to pay directly and assure that I am not forced to incur out-of pocket expenses for the required repairs.
4). I will return the stereo equipment and all wiring and accessories to Circuit for a full refund of the costs of the equipment.in this regard I have already filed a dispute of the charges with Visa, and had the charges removed from my account.
This is all I seek, at this point.
However, If I do not receive a satisfactory response and resolution, as outlined above, from Circuit City by the time my vehicle is fully repaired (it is anticipated that it will be ready tomorrow may 1st, I will have my attorney aggressively pursue reimbursement for costs of the stereo installation, mileage to and from Circuit City, mileage to and from Lindberg Cadillac, the salary costs to my company for the non-productive time spent on this matter, costs to my company for lost revenues due to time taken away from profitable activities while dealing with this issue, and punitive damages for the complete disregard of my personal property, time, and business interests. A matter that could be resolved now for a small amount of money, and a little integrity from Circuit City, could very well turn very quickly into an issue costing a great deal of money.
This is not to be taken as a threat, it is a very pure notice to Circuit City that these and other actions will be taken as the only realistic option to achieve full redress of the problems that the botched installation has caused me. I have a very good attorney to handle these actions for me should you choose to continue to refuse to address the issues with me fairly.
I can be contacted at (314) 781-5270. I do not have much more time to spend on this matter before handing it over to my legal representatives. You prompt attention to this matter will be greatly appreciated.
Very truly yours,
The Dukes Group
Tony
St. Louis, Missouri
U.S.A.
0 comments