An E-Mail I sent to the CEO on 10/26/2007
Dear Mr. Schoonover C.E.O Circuit City,
I am a Circuit City Customer located in Longview TX. In late 2003 I purchased a 60 wide screen TV from our local Circuit City store on this day I spent close to $5000.00 on the TV, TV stand and a Home theater sound system. Shortly after I got the TV in my home I started having problems with it I called the local store and a service man was sent out after he worked on the TV and could not fix it the decision was made to replace it with another. When I got this TV (Sony) it also had problems. I called again and another service call was made. At this time the store offered to replace it with a different TV (Hitch). About eight months went by with no trouble. I loved the big TV that I had saved for a year to purchase. Then it went out, the screen went to many different shades of pink. Another call was made for service. When the service man determined that the projection engine had went out and need to be replaced. After it was replaced things went well for a bit then to $700.00 Home theater sound system started popping loudly, enough to startle you no matter what volume it was set at. I called the store and found that. I had not purchased the extended warranty. So this was a $700.00 loss one year and 3 weeks after my original purchase. Now on October 19th my big screen TV went out again (remember this is like the 5th issue with items purchased in 2004. So I called again for service on 10/22 with no return call from anyone I called the next day. I was told the number for Cooper TV and told to call them. I did this and the service company “Cooper TV” told me that they need a faxed service order. I told them that Circuit City had done this the day before. After looking she found it and said “I don’t have time to schedule an appointment”. OK I called the next day same story. I called Circuit City again and asked if someone else could come fix the TV? I was then told a 24 to 48 hour bid would be put out and someone would call. On 10/26 after getting no call back again! I called Circuit City, she called and I was told they would be out by Tuesday next week. During this ordeal and many wasted phone calls I figured I would call my local store in hopes that they would help me. The Tech supervisor told me he could not help me. I asked to talk to the store manager but he was not in the store. I then asked if I could have the District Store Managers phone number and was told that they don’t give out his number. I am not sure why but apparently he does not do Customer Service. I know you are a busy man and don’t have much free time, I work in the automotive industry and don’t have much free time to enjoy “me time”. Before sending this letter I went back to my local store to talk with the store manager. This is the 3rd time I have tried to get in contact with him and he has returned ZERO calls to me. I talked to the assistant manager explained my issues to him in detail and asked him why the store manage had not returned my calls. He told me that he was busy. I told him I was sure that when he got this last message he would return my call, but he did not. Again I asked for the District Manager and was told “we don’t do that and it is not company practice’. I then asked what a District Manager does. Customer Service? Apparently not. I have left out some calls and poor service but if I wrote everything down I would be here all night. My intention is to post this letter on any site that will take it until Circuit decides to listen to the voice of a unhappy customer!
I ask you Sir do you feel your Company has done what it could do for me and my many problems in a short time. I feel they have not and from what I have seen thus far it doesn’t look good for me.

Thank you for your time.
S Welton

Longview Texas

Case # 24872
City Advantage plan #
Receipt #
[email protected]