My wifi card died last night after only six-months of use. No problem, it has a three-year warranty. I bought the card from Circuit City, which I’ve discovered, has a 30-day return policy. If I wanted a new card, I was told I had to send it back to the manufacturer.
Can you imagine driving your car to Detroit to get a new water pump? Me either.
The saleswoman told me that as a favor to me, she would sell me the extended, four-year warranty for only $14.99. And then I could get a new card. I declined. And it wasn’t because of the money. It’s the horrible service. I buy at a store because I don’t want to deal with shipping thngs back and fiorth.
Well, Circuit City is one store I won’t be buying from again. (And for the record, that’s where I bought my current laptop two years ago.)
I told the sales woman what I was going to do:
First, I was going to her competitor and buy a new card — MicroCenter, two doors down, $34.95. Done.
Second, I was going to blog about the experience. I’m not Jeff Jarvis, but a little local buzz won’t be too bad. Done. And,
Third, I’m sending emails to the local store manager and everyone up the chain that I can find. In progress.
I sent a copy of this post in letter form to the general customer service email. Here’s the automated reply I received:
Thank you for contacting Circuit City e-mail support.
At circuitcity.com, we are committed to providing excellent customer service. As one of the nation’s leading specialty electronics retailers, we aim to exceed customer expectations in every facet of our business and attribute our success to a superior service commitment.
One of our Customer Support Coordinators will get back to you within the next 24 business hours.
Thank you for making Circuit City your shopping destination. We appreciate your patience and thank you for giving us the opportunity to serve your needs. We look forward to responding to you.
We are with you,
Circuit City Customer Support
As they say in Texas: that’s a lot of hat; ‘spose there’s any cattle?
Do I seriously expect to get any real response. Of course not. But we have to keep flinging those starfish and maybe, just maybe, one of them is going to land in the right place.
Hmmm… It is now Thursday morning and not a peep from customer service.