Circuit City Warranty and Extended Service Plan is a Ripoff! Lewisville Texas

I am going thru exactly the same issue with "Escalation Department" paid 5000 for the TV including the 700 "Protection" plan...
has been nothing but trouble... the Tech treating us like we are whining and we dont know what we are talking about...
I am absolutely livid.

I received a call today, 11/21/05, from the vendor that my television was finally fixed and they were ready to return it to me. I'm very pleased to report that I have my television back, and it's working properly. However, for the record I will never set foot in another Circuit City store because the experience has left a sour taste in my mouth and I refuse to buy from a company who treats their customers the way I was treated.

Circuit City, ma'am, is doing all in their power to help you out... they're doing all they can do for you and yet you still get angry with them...

The store has even gone so far as to offer you a loaner till the problem is fixed.... that's more then i've seen in many instances

I'm sorry you're having the repair problem that you're having with the repair company/vendor

but please this is not Circuit City's fault in the least, they try to get things done... even the store wants to help you out and all you can do it blame them even more

The only problem i guess would be is that we have contracted things out.... well you really can't tell someone to do something if they don't want to do it... Circuit City obviously wants to help... but the vendor does not care

Dear Tonia,

Thanks so much for your suggestions. I actually have already filed a complaint with the BBB and will be filing one with the Attorney General's office this week. I think it's a shame that we have to resort to these tactics to get the service we were promised but I will not let Circuit City get away with this. It's absurd!

Thanks again!

Hi Amy,

I had the same problem your having and did get resolution to my problem. First of all, under the terms and conditions of their warranty contract you are guranteed to have service perfomed within 14 business days(don't let them tell you other wise). File a complaint with your state attorney general and with the better business bureau(both I have done). You may need to get a lawyer involved. Contact their legal department. Make a formal complaint with the escalcation department. Most importantly , contact them every single day if you have to(No doubt you will be told one lie after another, make sure you take down the names of everyone you speak to). Contact their consumer relations department. The point I am trying to make it is that you need to contact and tell them what resolution you need and when you expect to recieve it(this is important if you have to go to small claims court.) Hopefully if more people like you and I complain about this company's inability to honor their contracts,maybe someone will finally stop them from selling them.

GoodLuck!

Hi Amy,

I had the same problem your having and did get resolution to my problem. First of all, under the terms and conditions of their warranty contract you are guranteed to have service perfomed within 14 business days(don't let them tell you other wise). File a complaint with your state attorney general and with the better business bureau(both I have done). You may need to get a lawyer involved. Contact their legal department. Make a formal complaint with the escalcation department. Most importantly , contact them every single day if you have to(No doubt you will be told one lie after another, make sure you take down the names of everyone you speak to). Contact their consumer relations department. The point I am trying to make it is that you need to contact and tell them what resolution you need and when you expect to recieve it(this is important if you have to go to small claims court.) Hopefully if more people like you and I complain about this company's inability to honor their contracts,maybe someone will finally stop them from selling them.

GoodLuck!

Hi Amy,

I had the same problem your having and did get resolution to my problem. First of all, under the terms and conditions of their warranty contract you are guranteed to have service perfomed within 14 business days(don't let them tell you other wise). File a complaint with your state attorney general and with the better business bureau(both I have done). You may need to get a lawyer involved. Contact their legal department. Make a formal complaint with the escalcation department. Most importantly , contact them every single day if you have to(No doubt you will be told one lie after another, make sure you take down the names of everyone you speak to). Contact their consumer relations department. The point I am trying to make it is that you need to contact and tell them what resolution you need and when you expect to recieve it(this is important if you have to go to small claims court.) Hopefully if more people like you and I complain about this company's inability to honor their contracts,maybe someone will finally stop them from selling them.

GoodLuck!

Dear Jason,

I assume you are a representative of Circuit City. I appreciate the apology, but your explanation is lacking and, quite frankly, is not a sufficient response to the amount of hassle I've had to endure with this over the past 2 months. Being a Circuit City rep, you should have access to all this information, but I'll be glad to elaborate for the benefit of everyone...

9/27 - I called the toll free number you listed to report the problem. I was given a confirmation number and told the vendor would contact me to schedule a service call.
9/29 - The vendor left a message on my home phone stating they had a "window of opportunity" since they were going to "be in the area" and could come that day between 3-5. Since I work and can't just leave my job at the drop of the hat and without prior notice, I returned their call and left a message for them saying that was not going to work for me and asking them to return my call to schedule an appointment. They never called back.
9/30 - I called to see about making an appointment. I was told they don't make appointments until the morning of since they don't know what their route is going to be until that day. I was surprised, but asked them if I could get in for Monday since I would be home that day. They said they weren't sure, but they would call me first thing on Monday morning.
10/3 - I waited for a call until 10:45 then I called the vendor. They said that 2 people were out sick, and if they would be able to get to me then it would be in the afternoon. They said they'd call me back. They never did.
10/4 - I called around 10:30 to see what the status of my service request was. I was told we were on standby. He said someone would call me by the end of the day to schedule an appointment. Interesting...I was told they didn't make appointments. No one called. Are you seeing a pattern yet?
10/5 - At my wits end, I called Circuit City. I wanted to tell them what was going on and get some help. They put me on hold and called the vendor. They came back and said they could get me in that day between 3-5. Again, I explained that I need a little notice. I couldn't just walk out of work. She went back to the vendor and came back and said, "He said he'd call you today to set up an appointment time." I couldn't believe it. I told her that was unacceptable because he never calls. She said that all she could do was forward me to the escalation team. At the time, I declined. We hung up. I changed my mind and called back to talk with the escalation team. When they went to transfer me over, they disconnected me. No one called me back even though the Circuit City rep had my phone number, and of course, the vendor never called either.
10/6 - I spoke with Laura in the Escalation Department. She had no sympathy for my issue and didn't seem to care at all. She was rude and made me even angrier than I already was. I was fed up by this time so I asked them to give me another vendor. She did.
10/6 - I called the Lewisville store and spoke with the General Manager. He said he'd be glad to help me. I gave him the name of the vendor and he said he'd call them to try to expedite my request for service. As I said in my original statement, they called me that day, but then the service went downhill.

This is already a long story and, by now, I think you get the idea. It's more of the same. More of me calling the vendor to follow up and no one calling me back. More of the vendor telling me "We've ordered the part and are waiting for it to come in" or "it's come in, but we need to test it." More of me calling the General Manager to get help and him being surprised that nothing has been handled, but unable to do anything. He did offer me a loaner to use in the meantime, but being without our t.v. is not even the point. The communication is terrible, the service is worse. I paid a lot of money for this "hassle free, worry free" warranty plan that Circuit City claims it to be, and I should not be being treated this way! I don't want to hear any more excuses. All I want is my own t.v. back and fixed or a new one. This has gone on long enough.

So... explain to me what excatly happened? Did you call Circuit City 888-333-2333 right away?

Did Circuit City tell you to find a vendor repair service?

Or did you contact the vendor first and then contact Circuit City about the problems?

I'm also sorry your out of a TV for the moment, but that's really just how long it takes to get parts for these things... not everyone sells parts...

So... explain to me what excatly happened? Did you call Circuit City 888-333-2333 right away?

Did Circuit City tell you to find a vendor repair service?

Or did you contact the vendor first and then contact Circuit City about the problems?

I'm also sorry your out of a TV for the moment, but that's really just how long it takes to get parts for these things... not everyone sells parts...

So... explain to me what excatly happened? Did you call Circuit City 888-333-2333 right away?

Did Circuit City tell you to find a vendor repair service?

Or did you contact the vendor first and then contact Circuit City about the problems?

I'm also sorry your out of a TV for the moment, but that's really just how long it takes to get parts for these things... not everyone sells parts...

So... explain to me what excatly happened? Did you call Circuit City 888-333-2333 right away?

Did Circuit City tell you to find a vendor repair service?

Or did you contact the vendor first and then contact Circuit City about the problems?

I'm also sorry your out of a TV for the moment, but that's really just how long it takes to get parts for these things... not everyone sells parts...