Circuit City ripoff Richmond Virginia
I wanted to share with you my story on how Circuit City has treated me and the extended warranty I purchased.
I bought a 48" Samsung DLP Television in July 2005 and paid an extra $400 or so for the Extended Warranty as the sales person said if anything went wrong they would send someone to my house to fix the TV.
Well, to make a long story short, I had problems within two weeks of purchasing my television with the audio. It sounded like a motorboat engine and was inaudible, so I called the service center.
After a few phone calls I found out that Circuit City did not have any company representatives in the area that could fix my television (I live 17 miles from San Jose, CA...population 1.2 million and there is no one in this area?) They then told me that they would be getting an outside vendor to come to my house and fix my television. This is in early October.
Well, I set up my appointment and the gentleman came out and looked at my TV. He was over three hours late and wouldn't answer my calls during that time to let me know. Like I stated, he looked at my TV and did nothing else. I explained the problem to him about the sound and he said he would order the part and come back and fix it.
He called me back to let me know the part was in around two weeks after his first visit. Well truth be told, he finally called me back after leaving several voicemails. He then came out with a projector for the TV to fix my audio problem? This was very confusing to me since it was an audio problem. He replaced the projector and much to his surprise, it didn't fix my audio problem...go figure...He then took out the new part and replaced it with the old one as it actually made my video worse as well. Also, he was 2:45 minutes late and laughed at me when I commented on it and brushed me off.
Then I don't hear from him for several weeks. I finally got in touch with him again and scheduled an appointment. I spent an entire Saturday waiting for him and calling him and he never showed up, nor did he call to let me know he was delayed or couldn't make it. I was becoming very frustrated.
I set up another appointment with him and waited for three extra hours after the timeframe that he gave me. I had to leave to catch a flight and couldn't wait and as irony would have it, he called as I was on my way to the airport and told me that he would be there soon, but I wasn't home. He once again laughed at me and said that its my problem. I became very upset and told him to "go to ****." and hung up on him.
I called Circuit City and told them about what I had been through with this guy and they apologized for his lack of professionalism and said that they would look into it. They called me back the next day and said that they decided that they were going to replace my TV and were going to send me a voucher within 10-14 days.
I waited and waited and no voucher came, nor did they call me.
During this time more things started going wrong with my TV. The voices were out of sync (I was using my stereo for audio at this point) with broadcasts, DVDs, my X-Box and VCR. Then the TV started turning off randomly and wouldn't come back on for approxiately 15 minutes.
I called Circuit City again and they focused exclusively on my statement to the gentlemen, and decided not to replace my TV, but said that they would research other vendors and get back to me. I called, I called, I called and I called and finally a week and a half later they called me to say that they found a "highly reputable vendor" and they will come out to look at my TV and fix it. A few days later I hadn't heard from this new vendor and called an got in touch with them. They took 45 minutes on the phone with me just to set up an appointment.
Well the day of the appointment with the new vendor came and and once again, they weren't showing up. Around 15 minutes after the window for the service person to come that we had set up had passed, the service person called me and said he would be late. I told him that I had to leave for an appointment and he told me that he would be right over. Three hours later he showed up at my house. He was drunk and very combative and all he did was look at the TV. Not touch it, not open it, not test it...just looked at it. He then went on to tell me that I should have just returned it.
I called Circuit City on the following Monday furious that they would send someone combative and drunk to my house. They said that they would take care of it and called the vendor. 15 minutes later the guy called me on my cell phone and threatened me and said that he knew where I lived. I called Circuit City back and they said it wasn't their problem and that I should contact the local authorities since I felt threatened.
I didn't hear back from them for over a week. I called and left messages twice a day during that time asking to have them call me back and finally they called me back. But now they said that they couldn't honor the Extended Warranty I purchased and were going to refund it to me and leave me with a broken TV. They seemed as if this was doing me a huge favor. I elevated this and elevated this and kept getting the same answer, we cannot honor your warranty and we are going to refund you the warranty and leave you with a broken television.
I finally escalated things to the office of CEO W. Allen McCullough and they said that this was Circuit City's postion and that they were going to do nothing to help me. Just refund the warranty money and do nothing more. I told them each and every time that this wasn't acceptable and I only wanted to have them fix my TV or replace it like they said that they would. Well guess what, the woman who told me that originally "never documented that comment" according to the office of the CEO.
So now I am left with a broken TV and a worthless Extended Warranty. I guess my only option is to bring a lawsuit against Circuit City...Because I highly doubt that Mr. McCullough is going to return my call before he retires at the end of February...
Thank you Circuit City for calling me a liar and defamating my character. Thank you for consuming many many hours of my valuable time. Thank you for the mental pain and anquish your company has put me through.
Kenn
Capitola, California
U.S.A.
Click here to read other Rip Off Reports on Circuit City
12 Updates & Rebuttals
Nick
Hollywood,California,
U.S.A.
R-E-S-P-E-C-T, Find out what it means to me....
#13UPDATE Employee
Wed, February 01, 2006
First of all, Samsung doesn't even MAKE a "48-inch DLP".
Second, the main board on a DLP is changed out to avoid lengthy repairs on individual boards. The engine, projector and many audio components are on the same board. The guy wasn't an idiot - he was doing the right thing. It might take a visit or two to find the culprit.
But if you're such an expert to question him with his job, fix your own set. I mean, do you go to the doctor's office and argue with him about his diagnosis? Do you argue with the mechanic about his repair estimate? Let your "expert" perform his "expertise".
Here is a suggestion: Call 800-SAMSUNG. They have a 1-year in-home warranty on the unit that comes standard. Free. They'll send a repair tech to your house who is authorized, and maybe you can get your set working. You're still in warranty with them!
It probably isn't that drunk guy either. What a nightmare.
Most companies wouldn't even THINK of offering in home service, much less a toll free number. What have you got to lose?
One thing we can agree on: Alan McCoullough is a real piece of work. I have a feeling we got the same note on a warranty issue: "Not in the company's best financial interest".... or something like that. (Mine was a cell phone, internal battery died, "not covered", total bull, since warranty "limitations" changed since purchase...) But I digress.
Let me know how it goes.
John
Cleveland,Ohio,
U.S.A.
you have 30 days to return it
#13UPDATE EX-employee responds
Fri, January 20, 2006
I am wondering why you serviced a TV that was well within the 30-day no questions asked return policy? WHY DIDNT YOU JUST RETURN THE THING AND GET A NEW ONE!
Any everyone knows extended warranties are scams!
John
Cleveland,Ohio,
U.S.A.
you have 30 days to return it
#13UPDATE EX-employee responds
Fri, January 20, 2006
I am wondering why you serviced a TV that was well within the 30-day no questions asked return policy? WHY DIDNT YOU JUST RETURN THE THING AND GET A NEW ONE!
Any everyone knows extended warranties are scams!
John
Cleveland,Ohio,
U.S.A.
you have 30 days to return it
#13UPDATE EX-employee responds
Fri, January 20, 2006
I am wondering why you serviced a TV that was well within the 30-day no questions asked return policy? WHY DIDNT YOU JUST RETURN THE THING AND GET A NEW ONE!
Any everyone knows extended warranties are scams!
John
Cleveland,Ohio,
U.S.A.
you have 30 days to return it
#13UPDATE EX-employee responds
Fri, January 20, 2006
I am wondering why you serviced a TV that was well within the 30-day no questions asked return policy? WHY DIDNT YOU JUST RETURN THE THING AND GET A NEW ONE!
Any everyone knows extended warranties are scams!
Robert
Jacksonville,Florida,
U.S.A.
I've never had a problem with CC and the warranties
#13Consumer Comment
Fri, January 20, 2006
Of course, I understand the extended warranty is through CC, and not the manufacturer. I also understand that the original warranty is through the manufacturer, not CC. Pretty simple.
It's exactly like buying an extended warranty for a car. My Chrysler Dealer was responsible for everything up to 36K miles. The aftermarket warranty I bought online was responsible for everything after that, up to 100K miles. Pretty simple.
For the record, I don't bother buying the extended warranty for anything that costs under $500. The "bang for the buck" just isn't there.
Alex
Boston,Massachusetts,
U.S.A.
ALL parties that had a hand in making a product are at fault if the product doesn't work
#13Consumer Comment
Fri, January 20, 2006
Kenn, I suggest taking your case up with the Attorney General of California before hiring an attorney. And Denny, You never cease to amaze me. CC among other things sends a drunk vendor to this guy's house, clearly refuses to honor a warrantee (gives him the runaround almost daily for months), and gives a refund only for the warrantee, such that they don't have to fix an expensive, broken TV. And all you have to say is that it's his own fault for not contacting the manufacturer? Clearly, this guy has done everything he can to resolve his problem. Denny, you have a gift of hearing only what you want to hear: that everybody who wants a refund/replacement from CC is only trying to scam the store. Shame on you.
Legally, ALL parties that had a hand in making a product are at fault if the product doesn't work. CC is clearly responsible, since they sold him the product and since they accepted $400 in return for a warrantee. You certainly like to shift the blame from CC to the manufacturer, but CC is just as responsible (if not more so b/c of the warrantee) as the manufacturer. As for the sales weasel who lied to you, Kenn, these people will do anything to get a sale. Although they are not commissioned, their sales are tracked very closely. The only way to get promoted at CC is sell $500 worth of stuff an hour. Those employees do not sell are fired. Customer satisfaction is given no consideration. Here is a paper on CC's management style:
www.acsu.buffalo.edu/~mpavlick/mgb%20paper-me.doc
Big screen TVs are quite delicate. In fact, I've read statistics that as much as 20% of them do not survive shipping. It's no surprise that so many of them don't work/break down after a short time frame. It's not your fault.
Kenn, I feel your pain. I was ripped off for $50 by CC, and am quite grateful that I learned my lesson about shopping at CC two years ago (read my posts; they are just below yours) and for such a low price relative to yours. As for Denny, don't listen to what this guy has to say. He tried to discredit my case but failed miserably (read my posts...they are funny). He believes, probably because CC pays him $8/hr, that everybody who has been ripped off by CC is lying. We all know better. We need to spread the word about CC's deceptive practices.
Kenn, you learned your lesson well. Go and continue to spread the word about it.
Ben
Martinez,California,
U.S.A.
I'll tell you why they didnt call Samsung Denny.....
#13Consumer Comment
Fri, January 20, 2006
They didnt call Samsung because one of the selling points of the Circuit City advantage plan is that Circuit City is the POINT OF CONTACT if you purchased the extended warranty!!!
How many times do we need to go over this?
Circuit City employees say consistantly that if "anything were to go wrong from the day of purchase....contact Circuit City if you have the extended warranty". They always point out that the extended warranty with CC trumps the manufacturer. It is a MAJOR SELLING POINT. They make is sound as if Circuit City will goto bat for you so you dont have to deal with manufacturers directly. They point out how much "better" it will be to have a local place to contact or drop off items without having to resort to contacting some bloated corporate entity 100's if not 1000's of miles away. This has never changed in any big-box stores sales pitch. It was the same at Good Guys when I worked there 15 years ago, its the same at Fry's, Circuit City, and Best Buy now.
I have even given a example of how this is total BS by Circuit City with audio recordings of both the sales person and the customer service 800 number with Circuit City over an Ipod. (forget that little story there bud?) The salesman said "COME TO US IF ANYTHING GOES WRONG". I called and said "SOMETHING WENT WRONG". They replied "NOT OUR PROBLEM CALL APPLE". Seems pretty clear cut to me, and anyone else.
I urge everyone that reads this to think twice when that Circuit City salesman tries to con you into thinking that Circuit City will "be there for you" when your product fails at any time with the "advantage plan". While under manufacturer warranty or not!
Denny if you maintain that Circuit City is not responsible due to the manufacturer warranty still being in effect then you are basically saying CC employees lie to their customers as a matter of policy over this issue and have done so for years.
HONOR YOUR WARRANTIES. GET UP. GET OFF YOUR DUFF. FIX THIS PERSONS TV.
Ben
Martinez,California,
U.S.A.
I'll tell you why they didnt call Samsung Denny.....
#13Consumer Comment
Fri, January 20, 2006
They didnt call Samsung because one of the selling points of the Circuit City advantage plan is that Circuit City is the POINT OF CONTACT if you purchased the extended warranty!!!
How many times do we need to go over this?
Circuit City employees say consistantly that if "anything were to go wrong from the day of purchase....contact Circuit City if you have the extended warranty". They always point out that the extended warranty with CC trumps the manufacturer. It is a MAJOR SELLING POINT. They make is sound as if Circuit City will goto bat for you so you dont have to deal with manufacturers directly. They point out how much "better" it will be to have a local place to contact or drop off items without having to resort to contacting some bloated corporate entity 100's if not 1000's of miles away. This has never changed in any big-box stores sales pitch. It was the same at Good Guys when I worked there 15 years ago, its the same at Fry's, Circuit City, and Best Buy now.
I have even given a example of how this is total BS by Circuit City with audio recordings of both the sales person and the customer service 800 number with Circuit City over an Ipod. (forget that little story there bud?) The salesman said "COME TO US IF ANYTHING GOES WRONG". I called and said "SOMETHING WENT WRONG". They replied "NOT OUR PROBLEM CALL APPLE". Seems pretty clear cut to me, and anyone else.
I urge everyone that reads this to think twice when that Circuit City salesman tries to con you into thinking that Circuit City will "be there for you" when your product fails at any time with the "advantage plan". While under manufacturer warranty or not!
Denny if you maintain that Circuit City is not responsible due to the manufacturer warranty still being in effect then you are basically saying CC employees lie to their customers as a matter of policy over this issue and have done so for years.
HONOR YOUR WARRANTIES. GET UP. GET OFF YOUR DUFF. FIX THIS PERSONS TV.
Ben
Martinez,California,
U.S.A.
I'll tell you why they didnt call Samsung Denny.....
#13Consumer Comment
Fri, January 20, 2006
They didnt call Samsung because one of the selling points of the Circuit City advantage plan is that Circuit City is the POINT OF CONTACT if you purchased the extended warranty!!!
How many times do we need to go over this?
Circuit City employees say consistantly that if "anything were to go wrong from the day of purchase....contact Circuit City if you have the extended warranty". They always point out that the extended warranty with CC trumps the manufacturer. It is a MAJOR SELLING POINT. They make is sound as if Circuit City will goto bat for you so you dont have to deal with manufacturers directly. They point out how much "better" it will be to have a local place to contact or drop off items without having to resort to contacting some bloated corporate entity 100's if not 1000's of miles away. This has never changed in any big-box stores sales pitch. It was the same at Good Guys when I worked there 15 years ago, its the same at Fry's, Circuit City, and Best Buy now.
I have even given a example of how this is total BS by Circuit City with audio recordings of both the sales person and the customer service 800 number with Circuit City over an Ipod. (forget that little story there bud?) The salesman said "COME TO US IF ANYTHING GOES WRONG". I called and said "SOMETHING WENT WRONG". They replied "NOT OUR PROBLEM CALL APPLE". Seems pretty clear cut to me, and anyone else.
I urge everyone that reads this to think twice when that Circuit City salesman tries to con you into thinking that Circuit City will "be there for you" when your product fails at any time with the "advantage plan". While under manufacturer warranty or not!
Denny if you maintain that Circuit City is not responsible due to the manufacturer warranty still being in effect then you are basically saying CC employees lie to their customers as a matter of policy over this issue and have done so for years.
HONOR YOUR WARRANTIES. GET UP. GET OFF YOUR DUFF. FIX THIS PERSONS TV.
Ben
Martinez,California,
U.S.A.
I'll tell you why they didnt call Samsung Denny.....
#13Consumer Comment
Fri, January 20, 2006
They didnt call Samsung because one of the selling points of the Circuit City advantage plan is that Circuit City is the POINT OF CONTACT if you purchased the extended warranty!!!
How many times do we need to go over this?
Circuit City employees say consistantly that if "anything were to go wrong from the day of purchase....contact Circuit City if you have the extended warranty". They always point out that the extended warranty with CC trumps the manufacturer. It is a MAJOR SELLING POINT. They make is sound as if Circuit City will goto bat for you so you dont have to deal with manufacturers directly. They point out how much "better" it will be to have a local place to contact or drop off items without having to resort to contacting some bloated corporate entity 100's if not 1000's of miles away. This has never changed in any big-box stores sales pitch. It was the same at Good Guys when I worked there 15 years ago, its the same at Fry's, Circuit City, and Best Buy now.
I have even given a example of how this is total BS by Circuit City with audio recordings of both the sales person and the customer service 800 number with Circuit City over an Ipod. (forget that little story there bud?) The salesman said "COME TO US IF ANYTHING GOES WRONG". I called and said "SOMETHING WENT WRONG". They replied "NOT OUR PROBLEM CALL APPLE". Seems pretty clear cut to me, and anyone else.
I urge everyone that reads this to think twice when that Circuit City salesman tries to con you into thinking that Circuit City will "be there for you" when your product fails at any time with the "advantage plan". While under manufacturer warranty or not!
Denny if you maintain that Circuit City is not responsible due to the manufacturer warranty still being in effect then you are basically saying CC employees lie to their customers as a matter of policy over this issue and have done so for years.
HONOR YOUR WARRANTIES. GET UP. GET OFF YOUR DUFF. FIX THIS PERSONS TV.
Denny
Honolulu,Hawaii,
U.S.A.
Shouldn't you have called SamSung?
#13Consumer Comment
Thu, January 19, 2006
You say after two weeks it didn't work? Taht means its still under SamSung's warranty (Circuit City is an EXTENDED warranty, meaning after your manufacturer's warranty expires, their's would kick in)
All things aside, why didn't you call SamSung first?