Problems with Lamp and Circuit City Protection Plan

Todd Fuller · 02-03-2007, 08:36 AM

Well I finally figured out why I had a discoloration and pixelation problem with my Sammy 5086W, it was the lamp, which is blown due to the fan not working I do believe, because I have never heard the fan come on, I just though it was a quiet one. Everything is under warranty, however the way Circuit City is handling the warranty is really bothersome.

I noticed the PQ going last week, called Circuit City Protection plan on Monday. They fax out a work order to a local repair guy within 48 hours and the repair guy is to contact you. Wednesday I still dont hear from ABC Electronics to set up a day to come repair the tv, so i call C.C. back and they tell me we will resend the work order and also send them (ABC Electronics) an email about the work order, I asked if they could send me an email of a copy of the work order so I can verify they sent it, and of course i get the "It's not company policy to release that information" line. So on Friday I call ABC Electronics and they say they never recieved a work order in my name. So back to C.C. i call. The lady tells me they originally sent the work order out on Wednesday, which I explained I thought they sent it out monday to begin within, apparently they did not. Then she proceeds to tell me that ABC Electronics had replied with an Estimated Arrival Time of Feb 8th, I asked oh they are coming to my house Feb 8th? No, of course not, that is when they are expecting to CALL me to setup a date to come repair it. After that conversationg I guess all i can do is sit and wait.

So here is my problem with Circuit City.
1. Why does it take them 48 hours to fax something when i can fax something in 3 minutes???? Just curious. The length of time it takes to process a work order/warranty claim needs to be looked at. Iam sure if I did not have a warranty and called ABC Electronics to come out to fix my tv, they would have been here by now.
2. Why not reimburse me for the week plus of cable service I am paying for but not able to use????
3. When asked about a loaner TV, only certain Circuit City stores lend out loaners, and the lady actually chuckled and said good luck this weekend, the Super Bowl is Sunday. No CRAP!!! Atleast she knew why I was pissed.
4. If I am Circuit City why wouldn't I do all that I can to assist a customer to make them feel like they matter after the sale of the product?

I apologize for the rant, it is just disappointing that a product I researched for months is having problems 7 months out of the box. I will be contacting Samsung as well, not that it will accomplish anything, but I am definately not happy with Samsung right this second.

As far as Circuit City...................Last product I ever buy from them.

hdtvjunkie · 02-03-2007, 01:22 PM

Quote:

Originally Posted by Todd Fuller

Well I finally figured out why I had a discoloration and pixelation problem with my Sammy 5086W, it was the lamp, which is blown due to the fan not working I do believe, because I have never heard the fan come on, I just though it was a quiet one. Everything is under warranty, however the way Circuit City is handling the warranty is really bothersome.

I noticed the PQ going last week, called Circuit City Protection plan on Monday. They fax out a work order to a local repair guy within 48 hours and the repair guy is to contact you. Wednesday I still dont hear from ABC Electronics to set up a day to come repair the tv, so i call C.C. back and they tell me we will resend the work order and also send them (ABC Electronics) an email about the work order, I asked if they could send me an email of a copy of the work order so I can verify they sent it, and of course i get the "It's not company policy to release that information" line. So on Friday I call ABC Electronics and they say they never recieved a work order in my name. So back to C.C. i call. The lady tells me they originally sent the work order out on Wednesday, which I explained I thought they sent it out monday to begin within, apparently they did not. Then she proceeds to tell me that ABC Electronics had replied with an Estimated Arrival Time of Feb 8th, I asked oh they are coming to my house Feb 8th? No, of course not, that is when they are expecting to CALL me to setup a date to come repair it. After that conversationg I guess all i can do is sit and wait.

So here is my problem with Circuit City.
1. Why does it take them 48 hours to fax something when i can fax something in 3 minutes???? Just curious. The length of time it takes to process a work order/warranty claim needs to be looked at. Iam sure if I did not have a warranty and called ABC Electronics to come out to fix my tv, they would have been here by now.
2. Why not reimburse me for the week plus of cable service I am paying for but not able to use????
3. When asked about a loaner TV, only certain Circuit City stores lend out loaners, and the lady actually chuckled and said good luck this weekend, the Super Bowl is Sunday. No CRAP!!! Atleast she knew why I was pissed.
4. If I am Circuit City why wouldn't I do all that I can to assist a customer to make them feel like they matter after the sale of the product?

I apologize for the rant, it is just disappointing that a product I researched for months is having problems 7 months out of the box. I will be contacting Samsung as well, not that it will accomplish anything, but I am definately not happy with Samsung right this second.

As far as Circuit City...................Last product I ever buy from them.

Go to the store and speak with the manager. Sometimes you can get better results if you by pass people and go straight to the top. I also bought a tv from CC and an extended warranty, but i bought a Mits. though. If they give me the run around on the phone I wouldn't be the least bit bashful about going to the store and confront them. Especially if the floor is full of people. People hear you complain about a problem and they aren't getting it resolved usually will get you better results. If i was in a store and somebody came in complaining about a problem such as how they handle the warranty problems, I would leave and go else where to make a purchase.

dabig25 · 02-03-2007, 05:39 PM

It sounds like somebody at C.C. dropped the ball. When my TV went out they also told me that someone would call me within 48 hrs. & they did.

I would also recommend getting a hold of a manager. They were very more helpful than the Cust Service Reps. were. They answered alot more of my questions & concerns.

Todd Fuller · 02-06-2007, 05:05 PM

Well I had way better success with Samsung DIRECTLY then I did with Circuit City. I called Samsung today and a service tech guy called me back within 6 hours to schedule an appointment to come service the tv. Its funny 6 hours through Samsung, over a week through Circuit City protection Plan. I guess Iam not too mad at Samsung, just curious as to why the lamp/fan/color wheel would go within a 7 month period.

Chris Gerhard · 03-24-2009, 05:44 AM

Quote:

Originally Posted by Todd Fuller

Well I finally figured out why I had a discoloration and pixelation problem with my Sammy 5086W, it was the lamp, which is blown due to the fan not working I do believe, because I have never heard the fan come on, I just though it was a quiet one. Everything is under warranty, however the way Circuit City is handling the warranty is really bothersome.

I noticed the PQ going last week, called Circuit City Protection plan on Monday. They fax out a work order to a local repair guy within 48 hours and the repair guy is to contact you. Wednesday I still dont hear from ABC Electronics to set up a day to come repair the tv, so i call C.C. back and they tell me we will resend the work order and also send them (ABC Electronics) an email about the work order, I asked if they could send me an email of a copy of the work order so I can verify they sent it, and of course i get the "It's not company policy to release that information" line. So on Friday I call ABC Electronics and they say they never recieved a work order in my name. So back to C.C. i call. The lady tells me they originally sent the work order out on Wednesday, which I explained I thought they sent it out monday to begin within, apparently they did not. Then she proceeds to tell me that ABC Electronics had replied with an Estimated Arrival Time of Feb 8th, I asked oh they are coming to my house Feb 8th? No, of course not, that is when they are expecting to CALL me to setup a date to come repair it. After that conversationg I guess all i can do is sit and wait.

So here is my problem with Circuit City.
1. Why does it take them 48 hours to fax something when i can fax something in 3 minutes???? Just curious. The length of time it takes to process a work order/warranty claim needs to be looked at. Iam sure if I did not have a warranty and called ABC Electronics to come out to fix my tv, they would have been here by now.
2. Why not reimburse me for the week plus of cable service I am paying for but not able to use????
3. When asked about a loaner TV, only certain Circuit City stores lend out loaners, and the lady actually chuckled and said good luck this weekend, the Super Bowl is Sunday. No CRAP!!! Atleast she knew why I was pissed.
4. If I am Circuit City why wouldn't I do all that I can to assist a customer to make them feel like they matter after the sale of the product?

I apologize for the rant, it is just disappointing that a product I researched for months is having problems 7 months out of the box. I will be contacting Samsung as well, not that it will accomplish anything, but I am definately not happy with Samsung right this second.

As far as Circuit City...................Last product I ever buy from them.

I am with you, and I think I can speak for every member at High Def Forum, we are not going to buy anything from Circuit City ever again. I won't quote koyali's post, it will be gone before very many will be able to read it. Funny how a two year old thread can be bumped and be so relevant for today and have 100% agreement with the OP.

Chris

Waidesworld · 03-24-2009, 07:56 AM

Might be a bit difficult to find a store open today....

**PFC5** · 03-26-2009, 05:56 PM

I know i am not going to buy anything else at Circuit City myself.

02-03-2007, 08:36 AM	#1
Todd Fuller Samsung HL-S5086W Join Date: Jan 2007 Location: Rochester, NY Posts: 7	Problems with Lamp and Circuit City Protection Plan Well I finally figured out why I had a discoloration and pixelation problem with my Sammy 5086W, it was the lamp, which is blown due to the fan not working I do believe, because I have never heard the fan come on, I just though it was a quiet one. Everything is under warranty, however the way Circuit City is handling the warranty is really bothersome. I noticed the PQ going last week, called Circuit City Protection plan on Monday. They fax out a work order to a local repair guy within 48 hours and the repair guy is to contact you. Wednesday I still dont hear from ABC Electronics to set up a day to come repair the tv, so i call C.C. back and they tell me we will resend the work order and also send them (ABC Electronics) an email about the work order, I asked if they could send me an email of a copy of the work order so I can verify they sent it, and of course i get the "It's not company policy to release that information" line. So on Friday I call ABC Electronics and they say they never recieved a work order in my name. So back to C.C. i call. The lady tells me they originally sent the work order out on Wednesday, which I explained I thought they sent it out monday to begin within, apparently they did not. Then she proceeds to tell me that ABC Electronics had replied with an Estimated Arrival Time of Feb 8th, I asked oh they are coming to my house Feb 8th? No, of course not, that is when they are expecting to CALL me to setup a date to come repair it. After that conversationg I guess all i can do is sit and wait. So here is my problem with Circuit City. 1. Why does it take them 48 hours to fax something when i can fax something in 3 minutes???? Just curious. The length of time it takes to process a work order/warranty claim needs to be looked at. Iam sure if I did not have a warranty and called ABC Electronics to come out to fix my tv, they would have been here by now. 2. Why not reimburse me for the week plus of cable service I am paying for but not able to use???? 3. When asked about a loaner TV, only certain Circuit City stores lend out loaners, and the lady actually chuckled and said good luck this weekend, the Super Bowl is Sunday. No CRAP!!! Atleast she knew why I was pissed. 4. If I am Circuit City why wouldn't I do all that I can to assist a customer to make them feel like they matter after the sale of the product? I apologize for the rant, it is just disappointing that a product I researched for months is having problems 7 months out of the box. I will be contacting Samsung as well, not that it will accomplish anything, but I am definately not happy with Samsung right this second. As far as Circuit City...................Last product I ever buy from them. __________________ Todd Fuller [u]My HT Setup[u] Samsung HL-S5086W Onxyo TX-SR304 Reciever Infinity TSS-450 Speakers Samsung DVD-HD860 XBOX 360

02-03-2007, 05:39 PM	#3
dabig25 High Definition is the definition of life. Join Date: Oct 2006 Posts: 466	It sounds like somebody at C.C. dropped the ball. When my TV went out they also told me that someone would call me within 48 hrs. & they did. I would also recommend getting a hold of a manager. They were very more helpful than the Cust Service Reps. were. They answered alot more of my questions & concerns. __________________ Living Rm: 55"Sony SXRD KDS55A2000 OPPO OPDV971H DVD Player ONKYO 7.1 HT-R530 SRS Logitech 720 Remote Bedroom:32" Sharp LC-C3234U w/ Phillips DVP5982 DVD Player AT&T U-Verse Customer

02-06-2007, 05:05 PM	#4
Todd Fuller Samsung HL-S5086W Join Date: Jan 2007 Location: Rochester, NY Posts: 7	Well I had way better success with Samsung DIRECTLY then I did with Circuit City. I called Samsung today and a service tech guy called me back within 6 hours to schedule an appointment to come service the tv. Its funny 6 hours through Samsung, over a week through Circuit City protection Plan. I guess Iam not too mad at Samsung, just curious as to why the lamp/fan/color wheel would go within a 7 month period. __________________ Todd Fuller [u]My HT Setup[u] Samsung HL-S5086W Onxyo TX-SR304 Reciever Infinity TSS-450 Speakers Samsung DVD-HD860 XBOX 360

03-24-2009, 07:56 AM	#6
Waidesworld High Definition is the definition of life. Join Date: Oct 2007 Location: MA Posts: 95	Might be a bit difficult to find a store open today.... __________________ LCD...no new lamps

03-26-2009, 05:56 PM	#7
PFC5 Super Moderator Join Date: May 2005 Posts: 28,337	I know i am not going to buy anything else at Circuit City myself. __________________ Denon AVR-887 Klipsch RP-5 Pwred Towers (mains) (525 watts peak each 12"Subs) All Klipsch RC-25(ctr),(2)SS1(surr),(2)SS1(rearSurr) Toshiba (2)HD-A20,PS3,BD35 For SACD/DVD-A Samsung HD-841 Panny 50pz80u plasma SETTINGS RCA HD50LPW162 50"DLP w/HD2+ SA 3250HD 47" LCD+Yamaha5790+HD-A1(bedroom) Harmony 680 + (2) 670s (amazing remote/support) Game room with Onkyo receiver & B&W Speakers The_Cable_Game Take the high ground and be happier