The morning of Dec 18, 2005, at Circuit City in Troy, MI, I went to purchase a TV Adaptor for my Laptop.
This Hauppauge WinTV USB2 1020 adaptor was advertised at $39.99 after $40 manufacturers & $20 Circuit City mail-in rebates (see side image). When I saw the product on display, the display tag indicated the retail price was $79.99 (so I assumed that the $20 Circuit City mail-in rebate was a typo).
After it rang up at $99.99, I paid for it, then proceeded to question the amount charged. I sighted the Michigan Scan Error law, and the clerk said I would need to present the tag (so I went to the display, and brought her the tag which clearly said $79.99).
When I returned she had her manager present, and he said that the package needed to be marked $79.99, so I told him that the other packages are marked with that price on the display, this one just happened to not have a tag on the actual package.
He indicated that they would apply the Michigan Scan Error Law; however they would need to remove the UPC code and keep it, in order to prohibit my ability to submit for the rebate.
He gave me a choice, if I took that option; the item would clearly cost me more than the “after rebate” cost. I feel that they should have offered the item at the $79.99 price, applied the $5 maximum penalty for a Michigan Scan Error, and allowed me to submit for the $40 manufacturers rebate only.
This would have reduced my end price by a whopping $5, for an end cost of $34.99 (plus I wouldn’t have had to pay sales tax on the extra $20 and wait for the Circuit City mail-in rebate).
Needless to say, my purchase experience was not a pleasant one, and I feel the treatment and handling of this transaction was not satisfactory. For this reason, I am submitting my “shopping story” for publication on your site.
Regards,
Jack,
Bloomfield, MI
Jack did follow-up on his complaint as suggested in the above column. First he submitted a complaint via their online form.
Original Message Follows:
Personal details omitted
Message: The morning of Dec 18, 2005, at Circuit City in Troy MI, I went to purchase a TV Adaptor for my Laptop. This Hauppauge WinTV USB2 1020 adaptor was advertised at $39.99 after $40 mfr & $20 Circuit City mail-in rebates.
When I saw the product on display, the display tag indicated the retail price was $79.99 (so I assumed that the $20 Circuit City mail-in rebate was a typo). After it rang up at $99.99, I paid for it, then proceeded to question the amount charged. I sighted the Michigan Scan Error law, and the clerk said I would need to present the tag (so I went to the display, and brought her the tag which clearly said $79.99).
When I returned she had her manager present, and he said that the package needed to be marked $79.99, so I told him that packages are marked with that price at the display, this one just happened to not have a tag on the actual package. He indicated that they would apply the Michigan Scan Error Law; however they would need to remove the UPC code and keep it, in order to prohibit my ability to submit for the rebate.
He gave me a choice, if I took that option; the item would clearly cost me more than the “after rebate” cost. I feel that they should have offered the item at the $79.99 price, applied the $5 maximum penalty for a Michigan Scan Error, and allow me to submit for the $40 mfr rebate only. This would have reduced my end price by a whopping $5, for an end cost of $34.99 (plus I wouldn’t have had to pay sales tax on the extra $20 and wait for the Circuit City mail-in rebate).
Needless to say, my purchase experience was not a pleasant one, and I feel the treatment and handling of this transaction was not satisfactory.
Circuit City Responds
From: Customer Care [mailto:customercare@cc.circuitcity.com]
Sent: Monday, December 19, 2005 10:08 AM
To: xxxxxxx
Subject: Re: Store assistance from xxxxxxx (KMM2978276I9552L0KM)
Dear Jack Reynaert:
Thank you for writing to www.circuitcity.com
I understand your concern regarding the shopping experience you had at our Troy, MI store. I apologize for any inconvenience you may have encountered.
Because of our commitment to excellent customer service, I have reviewed your message with the store management team. You will be contacted shortly regarding your experience.
Thanks again for writing to www.circuitcity.com
Sincerely,
Rohan V.
Customer Support Coordinator
Contact ID Number: 1452814
Call ID Number: CALL397-8822
Over Two Weeks Pass By
January 7, 2006
Dear Rohan,
As of this date I have not received ANY follow-up to the e-mail below. When you indicated, “you will be contacted shortly regarding your experience” it was not clear what “shortly” indicated. Over two weeks does not appear to be a short period of time.
I am anticipating making a significant home entertainment system purchase, TV, AVR, Speakers Etc. later this month and I know I have a choice in retailers. Price isn’t everything in my purchase decision, as I look for professional service, knowledge of sales personal, warranty coverage, ability to review the products etc. Frankly, I am disappointed at your follow-up on your “commitment to excellent customer service.” It is easy to say you are committed; however, what differentiates retailers is their ability to deliver.
Still looking forward to follow-up.
Regards,
Jack Reynaert
Dear Jack,
If you are so inclined, you may want to consider contacting a supervisor for Circuit City, giving them yet one more chance to show their concern for their customers satisfaction. If you are not feeling that generous, you might want to step it up a bit and contact the Attorney General’s office in your area, I’m certain they would be interested in Circuit City’s rebate hockey.
Thanks for the update. I’ll look forward to hearing back from you. I’m sure our reader will love to know how you fair, it could well influence their buying habits as well.
In fact, if you need any help, just let me know, I’d be happy to help you make a point with them!
Dear Jack,
I am sorry to hear about your troubles with Circuit City.
It never ceases to amaze me what some managers will do to run-off a perfectly good customer.
I wonder if that extra $5 he managed to protract from your wallet will ultimately end up being his Christmas bonus for the year. After all Circuit City has lost face with you and likely lost your business and possibly the business of hundreds of others who will reconsider whether or not they want to spend their hard earned dollars with a company who has questionable selling practices.
The manager had it within his power to make things right with you. He could have enhanced his companies image and been a hero in your eyes but instead he blew it.
Perhaps a strongly worded letter to corporate would be in order?
Write Circuit City Stores, Inc. at:
Attn: Customer Support
9954 Mayland Dr.
Richmond, VA 23233
Or call: Call 1-800-843-2489
It also occured to me that Circuit City could be in violation of their agreement with the manufacturer. You might try contacting Hauppauge to see what they have to say about what has transpired. It is possible they could still honor the rebate.
Alternatively, you could return the Hauppauge WinTV USB2 1020 adaptor for a full refund and then repurchase the item, with an intact UPC code. Also, the item is not required to have a price tag attached, the manager was incorrect.
Happy Holidays,
~Annette