Circuit City Plasma TV / Replacement of Plasma Panel

I am going to get right to the meat of the issue that I have with the Circuit City Service department. Initial Customer Service Call was placed on March 20th at 1105am, Service Ticket Number: H6933022: I had a technician (AJ) come onsite to my house to look at my Panasonic Plasma TV on Saturday March 24, 2007 at 0940. He told me that the Plasma panel needed to be replaced and that he would contact me later that day to let me know if Panasonic is either going to send a new panel or if they are going to replace the device totally. March 26th 1630, I did not hear back from the tech (AJ) so I called the customer service number (again) and spoke to Cheryl after being on hold for twenty (20) minutes, she told me that there was no service call placed on my product I told the ticket number and technicians name. It took her another fifteen (15) minutes to find my service call. She then told me that the Tech has not ordered any parts nor put anything in on my ticket.

I asked to speak to a supervisor, Mike (Incident Management Number - 591126) He said he was going to check with the Service Center and would call me back to let me know what was going on. March 27th 1530, I had to call the service department "again" to see what was going on with my service call. I spoke to Trevor I provided him the Incident Management number, he told me that no parts have been ordered by the tech as of yet, he had called Panasonic to check. Trevor told me he would look into this issue and call me back the same day. March 28th 1126am the Tech (AJ) called told me that Panasonic was sending a new Plasma panel and that he would schedule a service call to come and replace it once it arrives.

I received a call from the service center to schedule a service call for Tuesday, April 17th. I was told by the person scheduling the call that the tech would call me on the 17th to tell me when they would be coming. April 17th 1010am I had not heard from the tech as of yet so I had to call (again) the customer service center. During my call with them the tech called, he told me that the Customer Service center did NOT schedule another tech to be with him to do the repair. He told me he would call back once he found out when he would be here today the 17th to repair my Plasma.

I received a call from Kim in the California Center at 1055am telling me that they had to reschedule the service call for Tuesday, April 24th. I told her that was totally unacceptable, this was not an issue where I caused this issue but a Circuit City issue and that they should correct it so that I could have my device fixed this week. I told her that I was available Wednesday, April 18th and Friday, April 20th. She told me that the second tech was totally booked this week and could not accommodate my times. I told her that I had taken the time out of work today to be here for the repair and that I could NOT take another day out for this to be repaired. She told me that I could use a vacation day, personally where does an Circuit City get off telling me to take another vacation day to accommodate a scheduling error caused by Circuit City? Very poor customer service. She told me that if someone in my household could assist the tech then he could come onsite today. I told her that I could assist him if he was here by 1300, she checked with the tech and he (AJ) could be here between 1200-1400. I then told her that I would not be liable for any damages to the Plasma with my assisting the tech since I am not a trained technician and I was only doing this to assist Circuit City with an ERROR they caused. She then said that if I was not physically able to help then they would have to reschedule. I think told Kim that I was physically able but I was NOT GOING TO ACCEPT ANY LIABILITY with assisting the tech. She then again said they would have to reschedule, I told her that they should bump another person off the other techs call list so that the two (2) techs could come and repair a product that has been waiting since March 24th to be repaired. Kim said that Circuit City does not have a bump program. I told her that I needed this device repair and I want it repaired no later than this Friday, April 20th she said she did not see this happening. I told her that the next available time frame for me would be in May and it would have to be a Saturday. She said they would have to redo the service call then...

Kim told me the other technician told her flat out that he would not be able to come onsite to assist with my repair this week. I told her to check with that technicians manager to have him rearrange his schedule to be able to assist AJ on the repair of my device. She told me that she would contact the technicians manager and would be back in contact with me either by the close of business today April, 17th or tomorrow April 18th. I told Kim that was unacceptable an I expect a call from her by the close of business today April 17th. I also told her that I want to hear back from a Senior Manager as to why I have to suffer for an error the Circuit City made.

For the size of a company such a Circuit City I would expect the service that they provide to be higher standard than what I have been experiencing. From the onset of this service call I have had to initiate all the phone calls to the service department. I work for a service company and if a customer of ours had this type of an issue especially since it was a Circuit City ERROR we would have a technician on-site that next business day.

I am not asking for the moon here, I am asking for what I paid for...Proper and Timely service on my product. I feel that Circuit City should make sure that the two (2) technicians are onsite at a customers location the next business day to correct an ERROR that they caused. Making a customer suffer because of Circuit Cities mistake is very poor customer service.

I can tell you this I shall NEVER purchase another item from Circuit City and I shall tell anyone and everyone what a HORRIBLE experience that I had with Circuit Cities service department.

I would hope that someone in Circuit Cities organization would care about how poorly their service department treats their customers.

Regards,

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