I am writing regarding a purchase I made on December 1, 2007 of a 46" Mitsubishi LCD Flat Panel Television.
When in the process of purchasing this TV and the extended warranty, I was advised by the sales associate that if I purchased the warranty my TV would be repaired or replaced from any damage to the TV; the sales associate also stated "even if my child threw a baseball through the screen it would be repaired or replaced." While this is not what happened, my TV was damaged while it was being moved.
After finding out about the damage, I contacted the store (Clarksville, IN.) where I purchased the TV, and spoke to another associate by the name of Bill, I explained to Bill about the accident and he immediately advised me that the TV would not be covered under the warranty. I explained that this was not what I was told or sold. I then requested to speak to the store manager, a Mr. Reisen. I again explained to the store manager what had happened, and what I was sold, and he stated the TV would not be covered for physical damage, such as a child throwing a ball threw the screen; I explained to Mr. Reisen that this was the exact scenario that I purchased this TV and warranty on . He then stated that my sales associate (Mike Young) new better than that, and that it was funny that his analogy about a kid throwing a ball at the TV was exactly the same as what Mike had sold me on. Needless to say, I do not find any humor in this.
After receiving a quote this week to repair the TV and finding out the repair costs was more than I had purchased the TV for, I decided to get a refund on this warranty.
Upon entering the store on Tuesday, the first person I ran into was my sales associate Mike Young. I spoke to Mr. Young, and he in fact remembered me, and selling me the TV. I asked him about the warranty he sold me and his statements at the time. Mike stated "yes that is right, the TV would be covered." I asked him at that time if he would confirm this with his manager, and he said he would as this is what he was trained to tell the customer. The manager was not in, but his supervisor, Bill, the same Bill I originally spoke to was there, Bill again stated the warranty does not cover physical damage and there was nothing they would do. Mike Young then told Bill, "that is not what we have been told in training" and he asked Bill what they could do to help me. Bill told Mike "open your wallet"
I would like to acknowledge Mike for his honesty first of all, but I would also like to understand if the practices of this mangement team is in line with Circuit City's standard procedures. I would also like to ask that this be given to a decision maker in your company to make this situation right. As I clearly have not received satisfaction or the commitment to what I was promised or sold.