Report: #174152

Complaint Review: Philips - Circuit City

  • Submitted: Tue, January 31, 2006
  • Updated: Thu, March 02, 2006
  • Reported By: Saint Petersburg Florida
  • Philips - Circuit City
    2266 Tyrone Blvd North
    Saint Petersburg, Florida
    U.S.A.

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I purchased Philips Plasma Ambilight HDTV from Circuit City store In Saint Petersburg, Florida in July of 2005. In addition to Philips Plasma HDTV, I also purchased extended warranty with in home service from Circuit City for additional three years. After only 4 moths of use, my Philips Plasma HDTV stopped working. On December 23rd, 2005 I tried to contact Philips and explain them my problem, but I was on hold for more than 45 minutes, and therefore, had to disconnect.

Finally, on December 26th 2005, I contacted Philips and arranged technician very next day. It was determined that part called side control board is mallfunctioning and it had to be replaced. The part couldn't be ordered at the time, because Philips claimed they did not have it in stock. I was also told that waiting time will be at least 20 days before they could do anything.

On January 16th 2006, after twenty days has passed by, I contacted Philips ad inquired about my problem. I was told that my case would be sent for the review, since the part was still unavailable, and someone will contact me within 3-5 business days.

On January 23rd 2006, I contacted Philips again, just to be told that my case is still under review and part is still on back order.

On January 28th, 2006, I went to Circuit City store where I bought TV and ask the for replacement or refund. The store manager just laughed at me and gave me phone number to contact customer service. I did contact Circuit City customer services promptly and their response was that Case manager, Natasha Brown will contact me within 24-48 hours. On the same evening, I contacted Philips consumer care, again, and Monica (refused to give me her last name) said that the case is still under review. She also stated that someone will contact me by the end of next business day.

Today, is January 31st, 2006, 40 days after $3,300 TV broke down, and nothing has been done. In the meantime, I still had to pay for HDTV subscription service, spend money on another TV, spend tons of time and nerves to fix this problem, while the Philips Plasma TV is still under factory and extended warranty.

Alis
Saint Petersburg, Florida
U.S.A.

This report was posted on Ripoff Report on 01/31/2006 06:05 PM and is a permanent record located here: https://www.ripoffreport.com/reports/philips-circuit-city/saint-petersburg-florida-33710/philips-circuit-city-ripoff-lies-deception-fraud-timemoney-waisting-compsny-saint-p-174152. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
8Consumer
0Employee/Owner

#1 Consumer Comment

Ex-Employee of Authorized service center In Saint Pete

AUTHOR: Alycia - (U.S.A.)

I am an ex employee of an authorized service center in Saint Pete...From my knowledge, you have a 1yr parts and labor warrenty from the manufacture. Then after one year from t he purchase date your ext. warranty is in effect. I would contact a local service center and ask them as to what to to. There are 2 in Saint Pete. Let them know and they might just have you bring the TV in or have them come out and look at it then bill the claim to the mfc. That's what I did... I was in the billing dept and that's how we handled it if it was under mfc warranty.
Good Luck.
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#2 Author of original report

CC sold me extended warranty with in home service for over $400.

AUTHOR: Alis - (U.S.A.)

They told me it kicks in after the original warranty expires, but it is not true. In my papers from the warranty it states that it starts from day 1.

Then, case manager who supposed to call me within 24-48hrs, which she never did, told me that I need tech to look at the TV. When I left message on her voice mail with my IM#, 5 days after she supposed to call me, she contacted me the next day, and did not have a clue what I was talking about. Totally unfamiliar with my case. She kept pressing me to arrange another appointment with another tech, completely ignoring my comments that I already did that 40 days ago, and still waiting for the part. She then, told me that I don't want to have my TV fixed and hung up. All she was trying to do is waste another month of my life in hope that I would give up eventually. Also, in my extended warranty states if part is unavailable, my Plasma will be replaced with new one.
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#3 Consumer Comment

I'm just wondering.

AUTHOR: Leticia - (U.S.A.)

If you knew that the problem was with PHILLIPS and PHILLIPS entirely. (And according to your last post you did.)

Then why include CC in the original report?

I am sorry for all that you went through with this. But at the same time it seems that you unlike others understand the fact that it was a manufactuar problem. So why bring CC into it?

(And before you ask I do not, and have never worked for CC.)

He may haved laughed because you explained that you knew it was a Phillips problem and that's why he couldn't give you an exchange because you were already dealing with Phillips. Or he may have been laughing at something totally unrelated. (I know that I do that and it offends people sometimes. You know when something really funny happened earlier and just pops into your head again. Normally at the most importune time.)

It is good that you should be getting a new TV. I hope that all works out for you.
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#4 Consumer Comment

I'm just wondering.

AUTHOR: Leticia - (U.S.A.)

If you knew that the problem was with PHILLIPS and PHILLIPS entirely. (And according to your last post you did.)

Then why include CC in the original report?

I am sorry for all that you went through with this. But at the same time it seems that you unlike others understand the fact that it was a manufactuar problem. So why bring CC into it?

(And before you ask I do not, and have never worked for CC.)

He may haved laughed because you explained that you knew it was a Phillips problem and that's why he couldn't give you an exchange because you were already dealing with Phillips. Or he may have been laughing at something totally unrelated. (I know that I do that and it offends people sometimes. You know when something really funny happened earlier and just pops into your head again. Normally at the most importune time.)

It is good that you should be getting a new TV. I hope that all works out for you.
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#5 Consumer Comment

I'm just wondering.

AUTHOR: Leticia - (U.S.A.)

If you knew that the problem was with PHILLIPS and PHILLIPS entirely. (And according to your last post you did.)

Then why include CC in the original report?

I am sorry for all that you went through with this. But at the same time it seems that you unlike others understand the fact that it was a manufactuar problem. So why bring CC into it?

(And before you ask I do not, and have never worked for CC.)

He may haved laughed because you explained that you knew it was a Phillips problem and that's why he couldn't give you an exchange because you were already dealing with Phillips. Or he may have been laughing at something totally unrelated. (I know that I do that and it offends people sometimes. You know when something really funny happened earlier and just pops into your head again. Normally at the most importune time.)

It is good that you should be getting a new TV. I hope that all works out for you.
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#6 Consumer Comment

I'm just wondering.

AUTHOR: Leticia - (U.S.A.)

If you knew that the problem was with PHILLIPS and PHILLIPS entirely. (And according to your last post you did.)

Then why include CC in the original report?

I am sorry for all that you went through with this. But at the same time it seems that you unlike others understand the fact that it was a manufactuar problem. So why bring CC into it?

(And before you ask I do not, and have never worked for CC.)

He may haved laughed because you explained that you knew it was a Phillips problem and that's why he couldn't give you an exchange because you were already dealing with Phillips. Or he may have been laughing at something totally unrelated. (I know that I do that and it offends people sometimes. You know when something really funny happened earlier and just pops into your head again. Normally at the most importune time.)

It is good that you should be getting a new TV. I hope that all works out for you.
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#7 Author of original report

Philips has called me

AUTHOR: Alis - (U.S.A.)

I would like to thank you on your respond since you are second person from either company that replied on my problem. Here is the thing with city advantage, it is called EXTENDED warranty, which, according to Circuit City employees means it kicks in after my regular warranty expires.
I'm really dissapointed with PHILIPS. Why? Well, they set MSRP of this plasma at 3k, and they warrant it for 12 months. Now, because of the part that costs at most 100 dollars, I'm sidelined for last 45 or 46 days and still counting. I don't event want to mention lost time and nerves pleading with Philips employees over the phone and listening while they are reviewing my case every single time I call to inquire.
Total dissapointment with Philips quality and service. Do I need to mention my comments regarding Philips to anyone I talk to?
Anyway, after 40 days I posted my Philips Plasma on Ebay and stated my problem. I asked everyone to give me advice. Sure enough, 10 hours after my posting I rec'd. an email from a lawyer who told me what to do. Less than 6 hours after that famous email, PHILIPS has called me and said that they will replace my Plasma with brand new one within 10 business days. Coincidence? I highly doubt it. If Philips did not call me for 41 days, why would they do it 42nd day?
I will wait and see what develops, my "mighty friend from email" told me to report new developments.
They have until next Friday, since that is
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#8 UPDATE Employee

CityAdvantage?

AUTHOR: Adrian - (U.S.A.)

First thing, your real problem is with Philips not Circuit City. Do you really expect them to take back a TV that was purchased well over 6 months ago? If Philips cant help you, then why didnt you contact the Extended Warranty number from Circuit City? Since you say that Philips cant fix it(or at least they say they dont have the part in stock), you should get in touch with the extened warranty department(city advantage). They will probobly tell you to take the TV to a select store where it can be sent out for servicing, and if it cant be fixed, they would of changed it out for a replacement one. Thats my best advice.
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