January 29
TO:
Customer Support
Circuit City
2040 Thalbro Street
Richmond, VA 23230
Dear Customer Support,
I'm writing to bring your attention to a problem I've had with overall experience with one of your products. I hope Circuit City will address this problem to my satisfaction. This concerns a retailer located at Virginia Beach store 817. This incident has left me extremely angry.
Here's my problem: On 11/09 my mother purchased me a digital camera for Christmas. She did not know what type I wanted so we both went to get the camera. We went to store 817 and was helped by Mr. Ison. When we got there, she knew she wanted to get a good camera with a great optical and digital zoom.
We decided to get the HP Photosmart 850. It had everything I wanted. We both decided that we needed to purchase the warranty, as it was HIGHLY SUGGESTED because of the price of the camera and "if anything goes wrong we have piece of mind to know that it will be repaced" (per the salesperson). So we purchased the service plan contract (For 119.99).
It performed flawlessly until yesterday. Somehow (dont know how could have been jarred or worked itself loose), the battery compartment will not close. I remembered that I had the warranty on it until and rushed home to get the paper and have it fixed. That is where the problems began.
Once I called City Advantage I realized I was in trouble. I did not know that a person could use so many "CAN'T DO" in the same sentence. I told them that I had purchased the warranty and am not getting anything out of it? He replied. Yes. I would have LOVED to know that when we put the money on the table. I did not hear any "CAN'T DO" at that time.
So I decided to go talk to Circuit City where I purchased it. Sure! They would help me, I have probably purchased about 6,000 from that store alone.
This includes in-dash stereo, sirius boombox and sportster, big screen tv, and 400 DVD changer (just purchased yesterday). Surely, they would be able to help me out.
I was never so dis-appointed, aggreviated in my life. I basically got someone that just shrugged his shoulders and then I asked for the manager. This was a waste of time. I was told to call HP and see what they said. I called HP and they only replace the camera with refurbished units. The cost? $285.00.
Now I am looking at a bill (Ticket 081703686743) for $760.10 ($119.99 of that being the warranty) and they will not replace a battery compartment door? I wonder what is going to happen when my TV decides it does not want to work anymore, will Circuit City stand by me then, or keep saying "Can't Do".
Yesterday was my last purchase at Circuit City. Best Buy is right across the street and they price match. I can not believe that Circuit City would allow this type of actions to happen, and to more compound matters, the service desk person did not even care that we paid $760.10.
Just shrugged his shoulders.
Here's how you can help: I want someone to contact me and let me know why I have to pay $285.00 for a replacement camera when I was PROMISED by your sales staff that I would not have to worry about anything.
Based on all of my dealings with your company, I am very unhappy. I have decided I will never do business with you again. Also, I will not recommend your company to others.
I know you like to keep your customers happy, so I am sure you'll take steps to rectify this situation. I expect to hear from you soon. Thank you.
Sincerely,
Chris W
CC:
Better business bureau
Congressman Ed Schrock
Congressman Pete Sessions
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