The Source By Circuit City
Failure to live up to extended warranty terms, on widescreen LCD TV

This is a much condensed version, to fit in the space provided. I have a lot more details.

During the extended warranty period, my TV developed three problems: at least one pair of adjacent pixels died, it developed 4x3 "burn in", and the main (Component 1) input suddenly failed to accept 720p input any more.

When I was sold the extended warranty, I was told specifically by the salesman who was later promoted to store manager that two adjacent pixels dying was enough to replace the LCD.

The then (different) store manager accepted my TV for warranty repair, leaving me the impression all three problems would be fixed.

At his own discretion, the tech who worked on my TV did not address the two LCD issues, and claimed to have fixed the input problem. Under the impression that they could not send the TV back to him immediately to make him fix it as per the warranty, I took it home temporarily. Even the one problem he claimed to have fixed was not fixed.

I made a third trip to bring the TV back to be fixed (again). I might add that because I own only a small 2-seat car, the TV won't fit in my car, and I had to borrow my parents' SUV for all of my trips. I'll also add that this is my only TV.

The TV was "fixed" again, and they claim they replaced the LCD, and the store called me in to get it, but even when I got to the store, they told me that actually they tried it out there, and the input problem still wasn't fixed. They actually asked me if that was OK. What good is a new screen if you can't hook up your satellite box to it? I made them send it back to be "fixed" again. But it is my view that the tech is incompetent. I know that in my job, when we fixed something, we tested it in a variety of usage scenarios before it went out to the customer to make sure we didn't break something else. That testing obviously was not done for my TV.

In the meantime, I've talked to the district manager (who generally agreed with me), the warranty people (not useful at all) and the tech himself (very rude and condescending) and I sent a letter to the CEO of Circuit City, the parent company of The Source. I got a letter back saying to contact a particular executive assistant, but after NINE phone calls to two such assistants, nobody will call me back.

I still don't have my TV after at least six weeks!

At this point, I no longer trust the tech to work in good faith on my TV, particularly given that due to Circuit City's financial problems, he may feel that his job is going away anyway. I want a new TV of similar features (26-inch widescreen HD LCD with two RGB component inputs, HDMI, and cable input)

Also, if you'd like to know, the TV was an Acer, and it's the last Acer TV I'll ever be buying. I sent a letter to their CEO as well, and didn't even get a response at all. But my current complaint is with The Source by Circuit City, because they sold it to me, and they sold me the extended warranty.

Randy
Windsor, Ontario
Canada

Company: The Source By Circuit City
Country: Canada
Province: Ontario
City: Windsor
Address: 3100 Howard Ave, Unit #Ss11
Phone: 5199696664

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