rant - long, Circuit City bad bad bad

I have never seen a business where every department says ‘That’s not
what we do, you will have to go to/call/email _____ for that.’ There is
NO customer service or standing behind what another employee said.

Here is the history.

1. 10 Months after I bought the phone and ESP plan, I went to the store
to because I was not getting decent reception.
2. The store said CC changed ESP to City Advantage (theirs, not mine)
and I now have to call an 800 number for support.
3. I called the number and they said I would need to send it in and they
will send back ‘some phone’ (maybe a pink 8100?). I told him I would
like some say in what phone they send. His response was that neither he
nor I have any input. The computer generates the shipping invoice. He
agreed the coverage provided is no longer the same as what I had bought
and that I could cancel the support plan. He told me I could go to the
store and get a refund or call a different 800 number to have it mailed.
(This guy was the only one in the bunch that seemed ‘customer
friendly’.
4. I went to the store to get my refund and I was told I HAVE to call
the 800 number. There is nothing they can do. I wasted about an hour
there explaining the situation to no avail.
5. I called the 800 number the store gave me. It is an automated system
that finally gives me another 800 number to call. (No option to talk to
someone.) I called the second 800 number. It too is an automated
system that finally refers me to a web site. (Again, no option to talk
to anyone.) The web site does not say how to cancel but it does have an
email address for questions. I sent an email and never heard back.
6. 11 days after I sent the email I got a check in the mail from CC. I
think ‘Great I am done with this.’ I open the check and it short. I
call the 800 number on the check to find out how they came up with the
amount and I find out it is for the remainder of the plan LESS AN
ADMINISTRATIVE FEE. She ‘explains’ that even though they changed the
plan, I canceled it. That gives her department the right (under the
City Advantage agreement) the right to take out the fee.

In summary:
1. The salesman lied to me when he sold me the ESP. He said I could use
it to get current technology at the time of service.
2. The service center lied to me when he said I could a refund at the
store.
3. I got major runaround trying to get a hold of someone to request a
refund. I really go the feeling of ‘We’ve got your money. Just try and
get it back.’
4. I got penalized (administrative fee) for trying to get out of
contract after THEY changed the services provided.

I understand that CC made a business decision to not carry SprintPCS
phones. That is a choice they have a right to make. I also understand
that decision drove a need to change the way they handle servicing the
support plans. I just wish they gave their customers a graceful way
out. All I wanted was the remainder of the service plan refunded. All
I am going to get is the satisfaction of the chance to rant in public
about how bad they are.

PS. Since the phone was still under the manufacture warrantee, I
brought the phone to the SprintPCS store. It failed their test. They
immediately sent a replacement and I am supposed to send back the old
one in the return envelope provided. No hassle, no time without phone.


[posted via phonescoop.com - free web access to the alt.cellular groups]

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› See More: rant - long, Circuit City bad bad bad

In article <[email protected]>,
[email protected] (Jay Stevens) wrote:

> I have never seen a business where every department says ‘That’s not
> what we do, you will have to go to/call/email _____ for that.’ There is
> NO customer service or standing behind what another employee said.


You should try SBC sometime, they are likely the equal.

Phillipe <[email protected]> wrote:
> In article <[email protected]>,
> [email protected] (Jay Stevens) wrote:
>
>> I have never seen a business where every department says ?That?s not
>> what we do, you will have to go to/call/email _____ for that.? There is
>> NO customer service or standing behind what another employee said.
>
> You should try SBC sometime, they are likely the equal.

Equal? No. No way Circuit ****ty customer service can be as bad as SBC.


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