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Circuit City Circuit City - Firedog... RIP OFF ! $600+ Premier Install Hack job on my wall.. $3500 T.V. w/surround sound Santa Maria California
I purchased a T.V. recently, w/ surround sound. I paid approx. $600.00+ for premier installation. This was in February. I have had so many problems with the Santa Maria, CA store.
I will never shop at Circuit City again. I will tell my story to others. I have never been treated worse. My T.V. and surround sound cost me 3,500.00 and is still not hooked up properly. I'm considering taking court action on my case.
Nobody should have been treated the way I was. I would love to be contacted by an upper management position to remedy this Problem. My T.V. has been moved by 2 different Firedog employees, 4 times. I have 10 holes in my wall because of it, which they patched with a caulking gun (terrible).
The first Firedog representative to come to my house was already very upset that the T.V. wasn't there. The T.V. was suppose to be shipped that morning before he arrived. He called them and was again upset (very unprofessional). He began by cutting holes in the wall for a plate to go in, which the speaker wire went inside. I stopped him at that point.
I had mentioned to him the rear speakers are already wired, they should be like that. This is wrong i said. My wife then said he knows what he's doing. I then said no he's not doing it right. He was upset at my comment and threatened to leave. I should have known then and let him go. I paid for the installation and wanted done. When he began stapling the wall with speaker wire I started to get upset.
At this point he keeps answering the phone about another job that has to be done. The kid on the other end of the conversation is supposed to be installing a T.V. but he's all by himself and he usually just sells the T.V. I hear all this going on, again not very professional. He tells the kid he'll be there as soon as he can, and he would pay him when he gets paid.
Now I'm thinking this guy has taken on too much work and hired someone under the table. Things are getting backed up and he's getting stressed. So wanting to get the job done as fast as he could, his work shows. He was is such a hurry he left tools his shop vac and a mess of wires and plastic on the floor.
I then called to complain. I told them i didn't want the same guy to come back the next time. Also explained how he said thee speakers weren't the right mounts. I would have go buy the right ones before he could install them. Well the guy at the store sold me those with the T.V.
Anyway I had problems getting anywhere on this. I was told that someone would call me back about it. I never was called back. Again I called and a younger kid answered the phone, he put me on hold but apparently forgot to press the button cause I could over hear the 2 guys laughing and joking about a female customer. I was outraged at the service i was getting.
After finally getting in touch with the guy who sold me the T.V. I explained i was upset and wanted to talk to the district manager. He then gave me his direct phone number. I contacted the dis. manager and he said he would look into it and call me back.
When i received the call from the manager I was hoping to clear his up. The man told me that they had fired the first guy who came to my house, and that he would be sending someone else back out to solve the problem with the speakers and adjusting the T.V. (TV had to be moved so theater system could be put on mantel.
Much to my surprise the manager started talking to me about my product and was completely wrong. He said we'll get you new mounts for the Sony speakers, as well he mentioned the disc changer and TV all being Sony. I corrected him in saying that that wasn't the product i bought. I was shocked that he was going to fix the situation and didn't know about the product.
Personally after all that had happened I think he should know exactly what his customer bought. After the store not getting the delivery right. The Installer not installing it right. I didn't want anymore miscommunication. Obviously this happens a lot at this store.
The district manager called me and said the new installer would be out on a wed. between 9am and 2pm. I thought OK maybe it will take him a while to get everything right. No problem, well think again this is the same company (Firedog) after all. I waited at home and nobody ever showed up.
Upset again and not believing this is happening after everything already, I called the store. Apparently because the other guy was fired he was still getting all the e-mails for the jobs. So the second installer claimed to have never got the e-mail. Therefore had no idea he was suppose to be coming out on Wednesday.
So i called the district manager. At this point he's on the phone driving on the freeway and is getting upset with this situation as well just like everyone else. I was mad about all the miscommunication so i let him know that. Well he had enough and told me to call FireDog because this was a mistake on there end and he cant be driving and talking on the phone at the same time.
I then called FireDog and they were never aware of the problem. Well they set me up with an appointment with the second installer. He called me and explained when he would be there. He showed up, used the original speaker mounts, which worked fine. Again he had to patch the holes from the original installer who just hung them up on a screw. He noticed i had already had the rear speakers wired before ever even buying the T.V. because he installed them for the previous owner.
So i asked him why did the other installer staple the wires to the wall and cut squares out of my drywall to put plates on. He commented that I paid the premier install and it shouldn't be like that. I should ask for a refund. After putting the T.V. up higher in the right place, he and his partner wired the speakers. When they were finished he told me that i need to call the store and tell them about the job the other guy did.
Well after they left i noticed one of the speakers wasn't working. I called Circuit City and explained the prong on the back of the disc changer was broken. I wondered how the install guys didn't notice that. I even asked about the refund do to the install. I was told they would call me back. Well they never did.
I tried to contact the district manager and I left a message. Well, he nor they ever returned my calls. I was getting very upset, at this point i figured i will take it down to the store myself.
Arriving at Circuit City I went in and ask to speak with a manager, with my surround sound unit in hand. I then explained to him all the things I had been through with the install. He could see I was treated rotten. Apparently this manager was from the San Luis Obispo store just filling in.
The Manager listen to me go on about my store and decided the best thing to do was to let me take the floor model of the product I brought in. I was uneasy about that. After all that would make it used and i payed full price for a new one.
Now the manager in person assured me that he would get this all resolved. I told him how i wanted someone to patch the holes in my Sheetrock. I also said i wanted the speakers in front rewired under the carpet and behind the molding, up the inside of the wall. I explained they never had to wire the rear speakers, even though i was charged full price.
I left the store confident as I believed I finally got through to them. The manager was going to contact the stores original manager and get everything worked out. I thanked him. For the first time I felt I was getting somewhere.
But again this was the same store who cant get it right.
By this time it March, and a couple of months this had been going on. Frustration is building. I did as i was told and waited for a call from the stores manager. That call was never made. Here I go again calling the Santa Maria store to get updated, now weeks later.
The conversation when i contacted the store a final time, same as usual. I was told this time by the person on the phone that Circuit City didn't want to talk to me anymore and that Firedog is refusing to do business with me.
I was recently educated about the website ripoff.com where i could finally voice my frustration to the world, so here I am. I hope if anything people read this letter and don't let it happen to them. I hope that not every Circuit City store operates this way. Maybe after reading my store they can learn to serve the customers with more respect and better service.
Jeremiah
Lompoc, California
U.S.A.
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