Complaint Review: Circuit City - PITTSBURGH Pennsylvania

I got my installation in my 1986 Chevy Silverado done at Best Buy (which in my town is directly across the street from Circuit City.) Best Buy does an excellent job and they are very kind. And most of all, they don't cut corners or overcharge. I spent $220 total that day, including the unit itself.

I did fill out their online questionnaire. I got a reply about two weeks later via an email to say they take their questionnaires/complaints seriously and will investigate. I have not heard anything since. I might also add, that the wiring on the head unit simply stinks. I cannot move the sound from "front to back or back to front". The sound is merely dispersed throughout all four speakers. They have wired the speakers dually, if you know what I mean. There is no adjustment. If I try to move the sound to the front speakers, I hear nothing. So, for the almost $300 plus broken seat and aggravation, I have a CRAPPY job that I will have to have repaired and pay again, and absolutely NO retribution for all of the time and money, and energy wasted on these fools. Good forbid someone would have home theater equipment installed by these idiots, or something expensive. Thank you for all of your great advice and the time you took to fill out this reply.

I was a Roadshop manager for 8 years. A few things I can tell you: Mistakes happen, your issue with the antenna can be chalked up to the fact that most incompetent installers don't check their work when they are done but, as long as you were satisfied with they way they offered to replace it I'd say they did their best. They gave you a new one and didn't try to charge you for the install. Circuit City uses an insurance company that charges their store $1,000 any time they file a claim (even if it's for a $2 part!) so they'll do all that they can to avoid a "self-insured-loss" or S.I.L. There is *no* time limit for them to report a claim (or fix your vehicle!). I took over an older shop and had to file claims on installs that were completed almost two years ago (because the manager before me didn't keep records so I couldn't fight the claim). If I could file after almost two years, they can certainly do it after 72 hours! There was some mis communication (they didn't do their jobs properly): they should have told you this; "installs typically take 2-4 hours to complete but, since we don't take appointments, it may take more or less time depending on the length of time it takes to complete the installs that we have ahead of you. We recommend that you choose a day where you can get a ride and leave us with a phone number so that we can call you when the work is completed." I always tore into my guys if they quoted a time. You never know how long it will take to complete an install until it's finished! There was another mis communication: they should have told you: "we give you a $20 discount on the labor for purchasing our product." There *was* a company policy many years ago that suggested a $10 charge if product was purchased elsewhere but, I'd bet that no one could prove it to you. I will say that they should have offered to special order it or sell it out of another location but, you did save a lot of money by using e-bay (circuit's power cable and kit prices are ridiculous!). I think it's fair that they give you an incentive to use their product but, I always thought there should have been a package deal instead of an additional charge. It does seem like they are punishing you, the customer. Here comes the really unfortunate part: it's going to be extremely hard to get them to pay up. No one will want the $1000 hit to their store (bonus?). Go in to the store, talk to the installation senior (he/she isn't really mgmt so you might get further!), if that doesn't work ask for a manager, if that doesn't work (and it won't) don't let them give you the "Cool line". You'll just end up talking to someone in India who doesn't know company policy. That person will call the store to ask what the right thing to do is (how does that make sense? It doesn't), then they'll ask the manager to speak with you and, odds are, you'll end up speaking with the same manager who told you "no" in the first place! Now, here's what you do: buy a Coke (Seriously, just follow me here). Your receipt will have a web address and a code at the bottom. Take the survey and complain like crazy in the comment section. Make sure that you check the "contact me to resolve this issue". That will trigger an e-mail sent to all managers at that location. They will get angry calls from corporate if they don't respond within 24 hours saying that the issue is resolved. Let me know if you need any more help. Good luck!