Complaint Review: Circuit CIty - Richmond Virginia

Well, after a LONG hard battle, I had received a call stating that we were "approved" for an exchange on our TV. I returned the call, and was transferred to the "Executive Offices," where I spoke with Kathryn. She was very apologetic, and had told me we were cleared in March, and she was not sure why we were just finding out. I briefly recapped my struggles with customer service, and how we had felt like we were fighting a losing battle. We were approved for almost $1400 in product. We picked out a brand new 51 TV and a receiver, and received a $35 gift card. I'm still working with them to get the last year of my warranty transferred to my new TV. The delivery men came out, took away the old TV and dropped off my new one. It is amazing to watch movies and HD programs, and not have the screen blow up. I guess after spending over $900 on the service plan, and countless hours on phone calls, emails and letters, the battle has been won and I am the winner. My recommendations - keep fighting, don't let up, and don't ever give them the impression that you will go away. If your complaint is legitimate, then you keep going on with the fight! It was a long and tedious process, but in the end it was worth it!

and send it back to Hitachi to have them perform one last fix that requires a great deal of labor and special tools, only found at Hitachi - leaving me without a TV for a minimum of 2 weeks. THe tech says that Hitachi only performs this fix if asked, and no guarantee that this will fix it. Tech came out a nd put in a NEW board, but still the picture will get the black and white bars/sawtooth picture during scenes of action and bright light. I have another new case manager, and I am playing phone tag with her right now. She is never at her desk when I call,a nd she has only called me back once since she bacem case manager about 4 weeks ago - turning over like bees in a hive. I have letters ready to go to all the board members and executive leadership of Circuit City, director of customer service for the company who manages the Advantage Plan, the Attorney General's Office here in Ohio, and if needed, a local TV station's consumer action reporter. The letter expresses my sincere displeasure and that if they do not honor their warranty I will take any action necessary including legal in order to collect for this TV issue, as well as copies of the first letter I had sent back in February. Also found it interesting that the Pres of CC is the former VP of Best Buy, when the State of Ohio sued and WON its case agains Best Buy regarding their lack of honoring service plans, rebates and selling reconditioned items as new in box. I made sure to mention that in my letter, and that I'm sure Attny Gnl Petro would like to work again with Mr Schoonover on resolving this issue. They get one more shot to make this right, and after that, it's going to court to get what I know we deserve for all this crap we've been through. I'll update as soon as we have new info.

Beth, How many times has CC been out this year? I noted your post mentioning that it was "3 times in one year". You certainly seem like your well on your way to fulfilling that part of the warranty! At this point, even if the next repairman makes the TV work beyond your wildest dreams, I would still have a sour stomach having that hunk of junk in my house. I'm sure it will fail again. To me, its history makes it a screaming lemon! I still stand by my earlier suggestion of going to court. But, you might want to try out just letting them bumble around with it a few more times and see if you can really nail them to the wall for a full replacement. You would most likely get a much better TV in this day and age. After all, I think CC really owes you now, if not for "pain", at least for "suffering". If this were a car in California, it would have been tossed back to the manufacturer under lemon laws, sold over state lines, and in the hands of some other unknowing poor soul.....several times over by now.

Well, the tech came out 5/3, put in an entire new board with all the attachments. The picture no longer completely blacks out, but it still loses signal, has black and white bars and the picture jumps, exactly the way it had prior to the blackouts - we seemed to have resolved only part of the problem. IT IS NOT FIXED. It's really no better than before. Tech was going to call Hitachi to see if there were any other adjustments, but he stated that the board comes "compelte and set, ready to place in the TV," and he "shouldn' thave to do any tweaks." If that is the case, then all these "fixes" have not nothing to resolve the problem. It is still unwatchable. I have a voicemail at home from someone with circuit City wanting to know if my TV is working. Boy are they going to get an earfull - I'll be nice for as long as I can. but I am over dealing with this problem. 10 times he has been out, only once on a Saturday, we've had to reschedule once due to an illness - and every time I or my husband has to take a day off work. If I get no response, or things do not change, we are prepared to take them to small claims for the price of the TV and the stand, and whatever else is permissible by Ohio Law. Additionally I willb e contacting the Attorney General's Office and see if they can pursue a similar suit against Circuit City like they did against Best Buy and won.

This has just gone on long enough. Courts are a pain, but they cant be any worse than what you are/have experienced. I would just goto small claims at this point. Circuit City has a poor record of even showing up. Which will make it an automatic win for you.

The tech was out on 4/1, replaced the flex converter, still has same problem. Tech was going to call to see if he can order the main board, and if so, then he will come back again. Was not sure if the board is even made. However tech is on jury duty, so we have not heard anything since 4/3. I think there must be only one tech in the entire COlumbus Area who works on big screens, so if this poor guy is out then everyone gets backed up. NOt his fault and obviously CC doesn't see the need to hire anyone else, because they like to make you wait at least two or three weeks for an appointment. I hope that if this board doesn't work or if they can't get the board, Circuit City better be stepping up to the plate and honoring its warranty. CC customer service phoned us with a survey, and at the end they wanted to know our feelings about CC's ability to resolve our problem. I said: 1) There has been no resolution to this problem it is still happening after three visits to fix it within 6 months, 2) I have sent a letter to CC headquarters to complain about their lack of customer service and to recap the issues we have been having and I have NEVER gotten a reponse, 3) I hope for CC's sake that they do honor their warranty quickly, because I will have no problem going to the Attorney General of Ohio to file a complaint, they sued and won against Best BUy for similar practices on warranties and rebates. The CC CS typed in my response - like I expect it to ever get passed along, I'm sure it was deleted after we hung up. Still not impressed with CC and their Dis Advantage plan. Hopefully we'll hear soon about if there is a replacement part - we will update after that. Until then, still no movies...DVD's beginning to collect dusk and patience is wearing thin!!

There is a clause that says three times in ONE YEAR for the same problem and it is not fixed, they should be honoring the warranty. We have to wait to see if this last part fixes the issue before we can do anything about the warranty. Not very optimistic that Circuit City will honor it. As far as the convergence issues, the TV does that three gun tubes for the projection, and it is a known issue with this specific Hitachi that there is "red slip" where the gun slips out of focus. We have had Circuit City out before to add/replace parts to "fix" this, but it still happens. I understand the new technology and how much things have changed. However, if it is supposed to fixed, then it shouldn't do this - period. The tech is supposed to be out 4/1 - he was supposed to be out 3/29, called off ill. Sorry that he was sick, life happens, not upset with him. However I had to call Circuit City to find this out, after not receiving any call from the tech or Circuit City by 9:30AM (they are to call between 7AM - 9AM to schedule the appointment), so I wasted 2 1/2 hours of my day that I specifically took off for this appointment. Wish Circuit City had a plan to contact people to tell them and to re-schedule appointments. I will update after 4/1.

There is a clause that says three times in ONE YEAR for the same problem and it is not fixed, they should be honoring the warranty. We have to wait to see if this last part fixes the issue before we can do anything about the warranty. Not very optimistic that Circuit City will honor it. As far as the convergence issues, the TV does that three gun tubes for the projection, and it is a known issue with this specific Hitachi that there is "red slip" where the gun slips out of focus. We have had Circuit City out before to add/replace parts to "fix" this, but it still happens. I understand the new technology and how much things have changed. However, if it is supposed to fixed, then it shouldn't do this - period. The tech is supposed to be out 4/1 - he was supposed to be out 3/29, called off ill. Sorry that he was sick, life happens, not upset with him. However I had to call Circuit City to find this out, after not receiving any call from the tech or Circuit City by 9:30AM (they are to call between 7AM - 9AM to schedule the appointment), so I wasted 2 1/2 hours of my day that I specifically took off for this appointment. Wish Circuit City had a plan to contact people to tell them and to re-schedule appointments. I will update after 4/1.

Sorry to hear about your troubles. I am no expert on big screen TV's. But it sounds like you have been having multiple, and many of the same problems that all come down to this "convergence" issue. From your posts you are on the 2nd-3rd time with it. Isnt there a clause in your warranty that states, if after a certain amount of times dealing with the same failure, they will replace the unit with an equal or better quality product? I may be wrong about the exact wording and such. But I do think its there. Also keep in mind that you extended the warranty. So that may have changed what you are covered for. They can be very hard to deal with. But some do get what is due. Dont give up hope until they cross the line where its obvious they should handle it.....and dont. On the "convergence" issue, I'm curious. It sounds like you have an older "projector gun" style big screen. One that has red, green, and blue projectors that seem to be out of alignment. That would explain the strange 3d effect you describe. 2001 to now is like going light years in TV technology because of HD, LCD projection, etc.

Tech had to order another part, and is scheduled to come back out on 3/29. This is supposibly the last of the service bulletins puts out by Hitachi about this TV. If this doesn't fix it, then we start down the road of trying to make them honor the Advantage plan. I have NEVER EVER heard back from Corporate office about any of the letters I sent. And as I keep reading I know we will have a fight on our hands to get them to honor it.

Well, after being contacted by a Case Manager, who stated she really didn't handle our problem, was not sure I got her info, and that it was hard to believe that the 888 number couldn't help, she at least scheduled another call, so we're on the third one. The case manager was very nice, and tried to help - she could have been like everyone else I have dealt with - unable to hold a conversation because of the inability to grasp the english language or only the ability to read pre-determined answers to questions - not able to think on their own. Still have NEVER heard from the tech who was supposed to call us back. And after reading everyone else's posts, I am preparing for a battle to get my TV replaced. It's amazing that this company can get away with selling the extended warranty/rip-off. Best Buy got busted in Ohio by the Attorney General for similar items, and I will be contacting that office if this is not resolved in a reasonable amount of time or to a reasonable conclusion. This will be the third time for the same problem, we will see what happens. Also, have never heard from CC corporate offices - mailed hard copy of complaint letter (no cussing or slamming, simply state the problems and resolution) and emailed it the PR people listed on the website, since the only other email is the Customer Service email and they could give half a crap about helping anyone on that email based our of New Delhi.