In 2003 we purchased an RCA w52/20 projection tv. We loved it. We didn't want to carry in a huge tv for repairs so we purchased the city advantage plan. Both the tv and the plan are paid for.
The tv broke down on 11.23.05. I called the City advantage number and was informed the first available time was early December 05 for repair. We weren't happy but Circuit City only has 1 technician servicing a wide area. So we waited. The tech came out and was very nice, said he needed to order some boards for it. Told me to call the following monday to schedule a time to come back and put it in. After that everything went to pot.
A) the communication between the technician and the service center i called was non-existent. B) took a week longer for the either the tech to get the order in or the service center to recognize he had. C) then they had to order the boards from rca.
By this time it was coming on christmas. Hubby has missed thanksgiving day football on his big screen tv and now christmas and new years weren't looking good either.
Started calling the store, the corporate office and the service numbers i had. Started emailing the web site and even the guarantor of the city advantage policies - which according to the back of the advantage plan (in small print) - guarantees KY residents the right for TIMELY repairs. Filed a complaint at the BBB - and I never gave BBB approval to say I was satisfied - have that in a written email to the BBB rep.
The tech came back at mid-december with the new boards he ordered from rca. We were very happy. But then the black cloud of disgust dropped over our heads once again when the technician, upon installation of the new boards, realized that he did not check ALL of the boards in the tv and HAD TO ORDER MORE.
This resulted in more emails, calls and complaints from us to every available circuit city and city advantage plan guarantor's phone and email addresses. Circuit city did not even try accommodate us with this extra snafu and have our tv repaired any earlier. They seem to have a "repairs BEWARE" policy for consumers who purchase their products and city advantage plans - although they did give us a $25.00 gift certificate... How trite.
Finally 63 DAYS from my initial call on November 23 the technician came back and FINALLY FIXED our tv - the date was JANUARY 30.63 days - i just had to say that again.
The BBB contacted me in March 06 and asked if I was satisfied. I emailed that NO - not satisfied, the repair was not timely as guaranteed by the city advantage documentation.
Anyway things settled down, Nascar and Formula One started, Hubby was happy. Life was great...
Then This past Friday night, October 27, our recently repaired RCA widescreen tv start to snap and pop and emit blue sparks from the back of the tv. Fearing a fire, we pulled the plug on the sucker, and I contacted the service department on Saturday, October 28.
The customer service rep was very nice, but explained that the first available date open for service was... November 16. The customer service rep went on to read me the circuit city advantage plan guarantee that the product will be fixed 14 BUSINESS DAYS from the time the technician first comes to our house.
I stopped the customer service rep right there, and said that I was getting a Deja-vu feeling because the last time it took 63 days to repair... And once again Thanksgiving isn't looking very good for this 3 year old big screen rca tv.
I told him that Circuit city should GIVE US A NEW TV to REPLACE THIS LEMON of a TV because right now it is only working about 9 months out of every year.
We are not happy. I am contacting rca, circuit city and the city advantage plan guarrantor again. I am also contacting the ky department of consumer affairs and the northern ky and florence business associations.
I don't think i will ever buy another product from circuit city. I have told all friends, family and acquaintances our personal experiences (the problems we have encountered) and have given our opinion not to buy any products from circuit city.
I am totally disgusted that circuit city promotes and sells products that are so ill-made that their live-expectancy is next to nothing.
I am even more ashamed that circuit city can only afford to hire one in-home tv technician to cover what appears to be the entire greater cincinnati area, including suburbs. It is completely unacceptable that a tv should take 63 days to repair, and now I am starting the whole process once again.
And finally, i am totally disappointed that circuit city, knowing my personal repair history from my november 23 through january 30 repair fiasco (as it is in stored on the circuit city company, customer service computer records), hasn't contacted me or my husband in order to make amends, make their customer HAPPY, and replace this lemon of a tv we purchased from circuit city in GOOD FAITH.
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