Complaint Review: Micro Center

My television of which I purchased the 3-year protection plan began showing signs of defect in early October 2008. Since I was still within my protection plan window, I called into Micro Center and explained my problem. They said to bring in my television and their technician would fix it (usually within 2-4 days) otherwise they would issue me a "gift card" with the dollar amount I paid for the unit to shop around their store and get a new TV in place of my defective one. This policy sounded familiar as I remember it was what I was told when I bought it. I then made arrangements to have my television brought to Micro Center (my car is small and cannot fit a 37" TV). On my way to the store that Sunday afternoon I had hit some serious traffic and arrived at 5:55. Thankfully I made it on time and could get my unit in for repair (or so I thought). I was greeted by a manager named William Anderson. As I began making arrangements to carry my television in for repair, he simply laughed and said I was too late. Meanwhile the store and parking lot were still filled with people. I thought to myself, I made arrangements to bring this item in and the manager doesn't even care that that my item is defective and has no sympathy whatsoever. I was shocked and simply made my way back to the car and home. My respect for Micro Center's customer service was a bit shaken at this point, but I gave Mr. Anderson the benefit of the doubt that his watch was more accurate than my Atomic Clock-synced phone. The next day I made arrangements again to bring my unit in and actually made it to the counter this time. I was told by the associate (who's name I don't remember, but it is on record at Micro Center on the repair item "received" receipt) once again that their technician would take a look and have a fixed TV (or gift card for full amount of what I paid) within a few days. After waiting a few days, I decided to call in and get an update on my item. I spoke with the technician, Chuck, who told me the problem I was experiencing was typical of an aging unit and the deterioration I experienced was "normal". This did not sit well with me given that I happen to know for a fact this is NOT normal. Chuck's allegation was soon confirmed to be nonsense by the company ServiceNet, to which Micro Center outsources their warranty contracts. Chuck basically said there was nothing he could do and he was comfortable ending the conversation as such. This situation led to my first call to Micro Center's corporate office in Ohio. I explained my situation to them and they pointed me to ServiceNet. When I spoke with ServiceNet, they seemed to have no knowledge of Micro Center attempting repairs themselves. At this point I got very nervous about how this situation would play out. It seems that Micro Center and ServiceNet are not aware of the workflow they must have had to have agreed on initially. After several calls with ServiceNet, I lost hope in my item being repaired and began demanding the other option (the full refund as credit). ServiceNet didn't seem to know of this option and we are this point insisting I go to the Micro Center and retrieve my broken TV so they could schedule someone to come to my house and assess the issue. I refused to take my television, with whatever assessment or attempted repair Chuck made, back to my home where I would then be forced to take full responsibility of Micro Center's attempted repairs. This type of workflow seemed completely ridiculous. Meanwhile, I had been getting calls from a 3rd company called Service Right, trying to set up a time to come and see my TV that was actually still at Micro Center. After dealing with all three companies back and forth, I finally got someone at the Micro Center corporate office that offered me 839.99 to buy a Sony Bravia to replace my TV. Knowing all I went through, I accepted the offer even though I knew I would entitled a full refund. I was exhausted at this point and just wanted a TV back. At this point I was ready to take the new TV and be done with it all, that was, until I went to Micro Center to pick up my new TV. As I was in line, waiting to get my gift card, I overheard an associate selling a TV warranty to a customer. It was the SAME warranty I was sold. I heard him say "and if they can't fix it, they will give you a store credit for the amount you paid." I couldn't believe my ears. I then interrupted and asked the associate to repeat what he had just said, and he did. When it was my turn in line, I began the process by saying I had a credit on file and they looked it up. I then explained my issue. There were about 3-4 associates listening to my story and ALL of them said I should have been getting a full refund and none of them understood why I was getting partial one. I don't remember their names, but at least one of them should be in the system as handling my transaction for the Sony Bravia. Knowing that none of them could do anything about it without the approval, I calmly and politely completely my transaction and left. This is what brings me to this complaint. I feel I am entitled $710 store credit as promised initially by my original sales associate and later confirmed by about 5 different associates. I even had a friend call recently to ask about this policy and they all get the same answer: "fixed item or credit for what you paid". It's easy to get this response, you can even call right now and get it. I have been taken advantage of.

Brian
Wakefield, Massachusetts
U.S.A.