Source by circuit city (The)

Source by Circuit City (The)

Mountain Plaza, Hamilton. Ont.

Tel: (905) 385-6554

An adult member of our household (my father) recently purchased an Acer laptop with all the accessories, and an extended warranty on the system. Three weeks ago (Jan 20) a damaged and not working a/c charger was returned to the store and Dave, an employee, checked the purchase against the computer record and advised that the warranty would cover replacement of the charger, and that he would order one.

After one week, my father dropped by the store, to ask about the status of the charger. He was asked for a receipt, and he explained that the only receipt he had was the original purchase, of which the charger was a component. There ensued some confusion as to whether the part had been ordered, although it appeared that it had, since it had been logged into the computer, but there was no further record.

A call to the store manager, Rob, on February 7th revealed that there had been a mix-up with orders between the Hamilton store and a location in Niagara Falls, that Rob would attend a manager's meeting on Thursday February 9th, and that he would advise by phone whether the part had been retrieved or not.

On Friday February 10th, my father returned to the store, was again asked for a receipt and the staff were unable to give him a satisfactory update on the replacement, since no-one there knew what was going on.

Shortly after my father returned home, a call was placed to the store, and after asking about the status of the replacement I was put on hold. As the staff person covered the mouthpiece I overheard him say "it's that Freestone guy again". I waited for his return, and was told that the charger "is at the warehouse". When I asked where the warehouse was, I was told that there was nothing could be done until "they" call the store. I was then advised that Rob would have to call the warehouse and find out where the part is, but that Rob was not at the store today. I suggested that this should be done, and that Rob should also contact me. I also advised the staff that I had overheard his comment, that the customer is Mr. Freestone, not "that Freestone guy" and that I had overheard his comment.

I obtained a contact for Juan at InterTAN Canada. Ltd. the customer service office for Source by Circuit, dialed the number, made a bad connection on the other end, and was immediately disconnected by the operator. I called again. The connection was bad again, but I was given the extension for Juan's assistant, which continued to ring until I hung up. I called again, and the operator seemed surprised that I had not been satisfied with a ringing phone and no service. I was given the assistant's line again which switched immediately to voice mail and left a message. I'm still waiting...

Tnesia

Hamilton, Ontario

L9A 3B1