Dear Mr. Milliron,
I am writing to express my great dissatisfaction toward Circuit City’s customer service regarding the protection plan I purchased on a Canon camera.
I purchased my camera in March 2007 and was presented with a protection plan to purchase by Circuit City employees. The employee had nothing but good stories and advantages to tell about the protection plan – most importantly on how fast I would get a new camera if mine was accidentally damaged. He was a good salesman and I bought the protection plan.
After a while some of the camera’s screen pixels died and the lens was malfunctioning. So I took it to Circuit City to use my protection plan policy. The Circuit City employee at Lafayette, Indiana Circuit City location took my camera. He said I would receive a call in a matter of days to tell me whether I will get a new camera or they will fix the current one.
I did not receive any phone calls for two weeks. So I went back to Circuit City to ask about my camera’s status. I was told that it was still in repair shop and awaiting parts from Canon. So I had to wait and there was no time line as when it would be ready.
Two weeks later (a month total) and I still had not heard anything about my camera. So I went back to Circuit City again. When I asked the employees about my camera I found out that it was still at the same status. I complained about yoru poor service and how Circuit City should not give promises it can not keep. However, the employee’s answer was “This is not our fault, you can go to repair center and complain to them”. Not only the employees at the West Lafayette, IN location of Circuit City were not helpful, they kept telling me how they did not appreciate me being upset at their service.
After all the store that I bought the camera was the same store that sold me the protection plan with all the fake promises.
It has been over a month that I have turned my camera in and still no news on when I will receive it back. I would have expected Circuit City to give me a new camera or Circuit City gift card after they saw how long it has taken for the camera repair which is not what is promised at the register when buying the protection plan.
I personally believe that this kind of poor customer service not only drives customers away but only produces very bad publicity and perhaps is the reason why Circuit City’s stock price to go down from close to $30 in 2006 to about $1.60 now.
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November 19th, 2008 at 1:37 pm
I absolutely agree. I bought the protection plan for my laptop and when the screen was cracked by my roommate, the first guy I talked to at city assure was great. However, it has been almost three weeks and the support keeps telling my that they are processing my replacement. They tried to give me a refurbished replacement that wasn’t even the same model and had way lower specs. Now they are just stalling until I get fed up and decide to just accept the $860 check – which isn’t even enough to buy the same computer at Circuit City.