Complaint Review: Circuit CIty - Richmond Virginia

I purchased a new Mitsubishi 65" TV 9/2/06. Well last night Feb. 28th I got home turned the TV on and there was no picture just sound. I purchased the extended warranty, usually I pass but I didnt know much about the DLP technology and the salesman assured me that I jus thad to call and they would come out even to adjust the color if I wanted. So I agreed.

I called the store last night because I misplaced my receipt and needed my service contract number, I explained to Heather what the problem was and she said "no problem you just have to bring it in" I explained to her that it was a 65" TV and she said "yep you have to bring it in" I immediatley aske dto be transfered to the TV department and eventually returned to HEather after no answer. I then aksed for the store manager, who I must say was helpful. He gave me my service contract number and an 800 number to call.

I called the 800 number 7:00pm CA time and spoke to a nice girl in Ontario, Canada. After taking all my inforamtion she informed me that her call center could no longer provide service for Mitsubishi TV's and I had to be transfered to corporate but they were closed. So I had to call back tomorrow and they would transfer me over. After speaking to a supervisor and asking him if this is what h=they mean by customer service I got nowhere.

I got in the car at 7:00am this morning and dialed up the number , after being on hold for 15 minutes "Dale" answered and proceeded to take me thru the whole process again. I told him that I simply needed to be transferred to corporate but he insisted that he could help me, finally realizing that he couldn't I was transferred to corporate customer service at 7:19. At 7:43 someone finally interrupted the music and picked up"Cassandra" apparently she is the new CEO (I'll explain in a minute). Cassandra proceeded to take all my information and put me on hold at least three times.

She came back on and asked if I was in front of the TV, so she could put me on with a tech. I explained to her becasue of their hours I was at work and had already diagnosed the problem according to the manual and indicator lights on the TV, solid red light=bulb is bad. Pretty straight forward.

She then informed me that I had to be in front of the TV and call her back. I asked for a supervisor and she said I had escalated it as high as I could (CEO comment. I then found a number for corporate and spoke to the administrative assitant to Marshal Whaling. I explained that I normally wouldnt do this but found it ridiculous that I was getting nowhere the TV was less than 6 months old and no picture $3,500 later. She said someone would call me back shortly.

Well MR.Dagenhart admin to the CEO (supposedly) called me back and after explianing the entire situation and adding that I was considering disputing it with my credit card, his response was " we will refund you the protection plan". Not "how can we resolve this or what can I do to retain your business or can I schedule a service tech to come over and diagnos the problem.

In the meantime I called Mitsubishi and was directed to the parts department, after less than 5 minutes on the phone the part is being shipped to me tomorrow. Knew what the problem was rectified it.

I'm not really sure what Circuit City's customer service policy is, but I can tell they really dont care about the customer. The salesman did a great job selling me the warranty. But as they said on Tommy Boy "the warranty is only as good as the box its printed on" in this case the box stinks. I'm not looking for something for nothing, just a little customer service. "no problem Mr. Scott we'll have someone over next week, what day works for you?" Simple. I guess they have never heard of the 250 rule I also publish two magazines and cant decide whether to write about it or not, bu t I think I've answered my own question the gloves are off.

The last response from Mr. Dagenhart was that I was not giving the reps I was speaking with an opportunity to assist me, well if telling me to call back was there assistance I guess I did let them do there job. He also said that he would have a service tech contact me. In the mean time I have a $3,500 boat anchor and took matters into my own hands. They could have simply told me to call Mitsubishi and order the part since it is still under factory warranty, instead they make you jump thru hoops, to simply get someone to fix it or tell me when someone would be available.

I'm sure I said it already but find there customer service hideous to say the least. We bought a brand new house larger than our last one and need plenty of items carried at electronics stores, I guess we'll have to try Best Buy!

Dave

Dove Canyon, California
U.S.A.

Click here to read other Rip Off Reports on Circuit City