Circut City Stinks!

[5tharrow]

I guess it just depends on who u have ringing it up for you. However, some of these guys are very shady, and won't stop talking until it's lunchtime. If they every try to hassle you like that remember, "No means no!"

Exactly. I've had good and bad experiences with CC. Once I found someone who actually knew what they were talking about, and they realized that I didn't want any "extra crap", I stuck with that salesperson. I'd go in and ask, "Is so and so here" and if the answer was "No", I'd just leave and come back another time. Some of the salespeople I've encountered in CC are shaaaaaady.

The difference between CC and a car dealership is that at a car dealership, they send out the hottest female employee to try and sell you an extended warranty, undercoating, deluxe floor mats, and bug shields. The difference in how I react to it is I cut off the salesperson as CC immediately, and I let the cute girl at the car dealership finish her 15 minute speech before I say "No thanks."

OP. If that was my mom who got taken like that, I'd probably be in jail right now. I don't condone violence; I just have anger managemnent issues.

 

[Volume]

15% restocking fee: Not the best business practice, but it's found at many stores. The store would be better without it.

Will the STORE be better off without it? NO, in fact the store would lose money on items they have to sell off as used because they can't re-sell an opened PC as new.

Will the careless customer be better off without it? Definitely.

You have to understand, that when you're buying something as big as a computer, that it's expected of you to do at least a bit of research to make sure that's a product you want to be spending so much money on. If it's defective, no need to return it. Exchange it for the same model without a fee.

The 15% restocking fee makes sure people don't buy-and-try and then just return.

 

[CampbellSoup]

CC sucks I was told I had to wait 14 buisness days for there "super fast" advantage plan so now I have to wait over a month for a refund by giftcard and the guys excuse was we cant control the mail but im going to call back tommorow to speak with the manager in that department

 

[Volume]

CC sucks I was told I had to wait 14 buisness days for there "super fast" advantage plan so now I have to wait over a month for a refund by giftcard and the guys excuse was we cant control the mail but im going to call back tommorow to speak with the manager in that department

For exactly what aspect of the plan are you waiting?

 

[Bookmage]

PremPC 5 - $195
PremPC 4 - $175
PremPC 3 - $155
PremPC 2 - $135

Those prices are higher than the ones in our region.
ours is 154$, 135, 115, 95...
also, the hourly wage is diff too... it varies based on region... ie, our PSTs and CSAs start at 8.25... warehouse is 8.50 and roadshop is 9.50... in home techs start at 16$

and yes like any store, salespeople vary... at my CC store where I am the sole Tech, half the guys are idiots compared to most [H]ers but do know enuf to recommend pcs to people... we do have an annoying high school idiot who does push software installs on every purchase and pissed off many a customers cuz of it. specially if u dont listen to him, he throws a tantrum and starts to ignore u... however, most of the other sales guys are more honest, dont sell as much, but have less issues. I do kno of some other stores in the area where the top sellers do imply only they can provide the restore discs and install software and imply u cant get online w/o it. so yes, when u find someone good, stick w/em... u can even ask guys around the store to see who they say is good... its like the barber question, ask them who cuts their hair and go to the one w/the bad hair cut...

I do recommend the service plan on all laptops and most desktops because i know the value of of the plan on laptops. most ppl cant fix em or find parts for them... and if CC cant fix it, they replace it, either service center auth or the store takes care of it.

software... depends on the cust...some ppl do need it, some ppl dont... i qualify the cust for pc services... if u kno wut ur doing, use spybot, avg, ewido, etc... i tell them norton does the same job... and it prob does catch a good 90% of the major stuff... for the stuff it doesnt catch, thats wut we're here for Some people do want to be able to pick up a computer thats ready to go and not have to manually update windows, remove unwanted programs, tweak xp, install software... etc... and u have to admit having norton is better than nothing at all...

CC has a 14 day return policy on computers and laptops w/a 15% restocking fee once its been opened... if the laptop wasnt picked up, it should be returned w/o the restocking fee. we dont normally return software installs and we might price adjust the laptop rather than return the install. in some cases we go halfway, and create restore discs or do some updates and refund half... also depends on the manager on duty... if u got our tv manager would return it in the interest of customer service... our mobile manager would offer to split or reduce the services and our tech manger would do everything he could to not refund it... ie, offer a free accessory or price adjust the laptop... some CSAs will refund it once they confirm the labor has not been performed...
also, if ur outside the 14day policy, and u cancel the extended warranty, u have to fill out a paper to fax in where warranty administration sends u a chk for the amount. that way, the store doesnt "lose" credit for the sale. And mine usually only takes a week...

 

[CampbellSoup]

For exactly what aspect of the plan are you waiting?

im waiting for them to basically mail me my gift certificate I already waiting a week for it to be mailed and them to realise it was there

 

[spy_kitty]

At my CC, the number one thing is Customer Service. We are EXPECTED to make the customer smile, and take as much time with customers as possible. I've been with customers for 2 hours before they bought anything. Circuit City offers a customer experience, along with a soultion to his or her needs.

Customers are ALWAYS number one. If the customer doesn't leave happy, we didn't do our job.

eq, your name is painfully accurate. you've been here long enough that you really should know most of the forum members here hate big boxes. no need to have some flailing emo-seizure because someone's complaining about a bad experience they had, it doesn't change the fact that the op's mom was taken advantage of and doesn't change anyone's mind about the store. and regardless of how cool nine of the cc employees in the entire world might be, most of them are just mouthbreathing asshats. protip: all this all-caps stuff does is make you sound like some advert. deep breaths, buddy.

 

[EQTakeOffense]

protip: all this all-caps stuff does is make you sound like some advert. deep breaths, buddy.

Oh-well, lol. Atleast it worked ;p

 

[pyro34]

. But i never sold the restore Cd install and it wasnt even really set as an install during my time. But Gateways that are sold there do not come with them and do not come with the DVD or CDs to burn them so it is sold to customers who want it. .

That is exactly what the sales rep. told me. Yet when i got home and opened the gateway box woop dedoo! restore cd's! not to mention there was backup software on there and making a backup disk was a snap...So i suppose they did indeed, "lie to me."

Only crapy sales people have to lie, that, or they have no souls.

I hate people like the above poster who give CC a f'in bad name. You don't have to f'in LIE to sell stuff, and if you do, I hope you burn in hell, not only for giving CC a bad name, but for not being honest with yourself.

I'll be more civil in my future posts, but get ONE thing strait

Not everyone at CC is a liar! To assume so makes an ass of you, and everyone else. To base the entire CC store on what horrible sales reps who have to LIE to get anything sold is a horrible sterotype!

*sigh* I'm done.....

I understand where your coming from. Not all CC salesman are shady crooks, ok i agree with you there. However some people have had nothing but bad experiences from CC, and i am not one of them. You can choose to respect their opinion which is my approach, or go ahead and cuss them out. That isn't my decision. I don't agree to the extent of your post, frainkly you seem to hate whoever 100% dislikes CC salesman very much. So next post, a little advice, tone it down a bit.

If, like you said, you wanted to return the computer before opening it, then there is no 15% restocking fee.

I don't agree with them saying that "only they can do it" and so on, but do understand that they are a BUSINESS that is supposed to offer you these extras. Sure, if they make lies about the way they offer it, it's immoral and shouldn't be done, but it's beyond me how some idiots expect to walk into a store like that and not expect to be offered attachments, services, and warranties. These stores are there (believe it or not) to make MONEY off you, not to put a smile on your face.

I do understand that they are a business and need to offer these add-ons. However offering something that comes with the package already to make more money is 100% BS. Also, it is wrong to keep pressuring and asking the customer to buy these add-ons after they have already said NO NO NO! In my encounter with the typical shady salesman after i said no 10-20 times, i dont recall exactly, he started talking about the benefits of having the software it already came with! He was basically saying the same thing (benefit) over and over again and just rephrasing it in different ways. So i said no another 10 times! Then he started adding it on the computer to "see what it would cost me if i added it" At this point i was ready to walk out of the store cussing. But it was his lunch hour and i was saved. So its allright to offer the add-ons, but for the l.o.g please understand no means no...

 

[swatbat]

That is exactly what the sales rep. told me. Yet when i got home and opened the gateway box woop dedoo! restore cd's! not to mention there was backup software on there and making a backup disk was a snap...So i suppose they did indeed, "lie to me."

Gateway many times will include some blank disks for making the restore disks but a lot don't. Chances are that if that model did come with the the sales rep didn't know it. Since most don't come with them anymore the rep prob figured that one didn't. Yes to make the disks is very easy but most people will not do it.

 

[HOCP4ME]

Also, it is wrong to keep pressuring and asking the customer to buy these add-ons after they have already said NO NO NO! In my encounter with the typical shady salesman after i said no 10-20 times, i dont recall exactly, he started talking about the benefits of having the software it already came with! He was basically saying the same thing (benefit) over and over again and just rephrasing it in different ways. So i said no another 10 times! Then he started adding it on the computer to "see what it would cost me if i added it" At this point i was ready to walk out of the store cussing. But it was his lunch hour and i was saved. So its allright to offer the add-ons, but for the l.o.g please understand no means no...

QFT! In fact, the store might make more money in the long run if they didn't have people who wouldn't take no for an answer.

My dad once worked in telemarketing. But, unlike most other salespeople, if someone said "not interested", he simply said thanks for your time and went to the next number on the list. He became the #1 salesperson, not because he had a higher sales percentage, but because he got twice as many calls done in the same amount of time since he didn't waste time on people who had already said no.

It's simillar for computer stores. If they just listen to the customer when he says "no", they end up with higher satisfaction and, therefore, more customers come to the store each day, more than making up for the slightly lower sales percentage.

 

[Volume]

I do understand that they are a business and need to offer these add-ons. However offering something that comes with the package already to make more money is 100% BS. Also, it is wrong to keep pressuring and asking the customer to buy these add-ons after they have already said NO NO NO! In my encounter with the typical shady salesman after i said no 10-20 times, i dont recall exactly, he started talking about the benefits of having the software it already came with! He was basically saying the same thing (benefit) over and over again and just rephrasing it in different ways. So i said no another 10 times! Then he started adding it on the computer to "see what it would cost me if i added it" At this point i was ready to walk out of the store cussing. But it was his lunch hour and i was saved. So its allright to offer the add-ons, but for the l.o.g please understand no means no...

I agree 100%. I do find it hard to comprehend why people get offended when I kindly offer something, but I never step the bounds.

 

[BinarySynapse]

At my CC, the number one thing is Customer Service. We are EXPECTED to make the customer smile, and take as much time with customers as possible. I've been with customers for 2 hours before they bought anything. Circuit City offers a customer experience, along with a soultion to his or her needs.

Customers are ALWAYS number one. If the customer doesn't leave happy, we didn't do our job.

Dude, did you read that straight from the "Customer Satisfaction" billboard on the front door? You are EXPECTED to sell merchandise so the store can make money. If you do it and the customer has a smile on their face you did your job VERY WELL. If the customer doesn't have a smile, oh well you did your job.

 

[Gaiden133]

Well, all in all, this is a computer enthusiast website. I am one of them, I build my own computers, am handy with computer electronics and work at Best Buy in the computer department. I get in people all the time who seem like [H] users, or gurufx or anandtech, and they have all the right they want, to walk in, buy a computer they want and leave without any of the services that I could provide as they know how to do it themselves. It's true, you can very well fix the hard drive or optical drive if it ever craps out, and you're very well entitled to do so. Hence, I see it pointless to ever argue back and forth on why I should do it for them.

However, I do provide services for people who do not know how to open their case, and cant tell the difference between a hard drive and the processor. Of course, you might believe that a $149 Performance Service Plan is a huge rip for a Desktop or Accidental Coverage on a laptop is insane to pay for. But we are [H] Enthusiasts, there are consumers out there who may very well know what a memory module is, but doesn't know where to begin if they get a BSOD. I can tell immediately what kind of a consumer they are once I talk to them, and for the most part, I get more relaxed if they're [H] or knowledagable I talk to them normally as I would a friend, tell them what i've done myself and what kind of an enthusiast I am.

But, customers who do not have sons or daughters or have that smart friend to rely on when their computer goes out, and do not want to rely on sitting on the phone on tech support resulting in shipping out their computer while sitting at home twiddling their thumbs awaiting it fixed by the manufacturor, can rely on us to fix their computers back at the GeekSquad.

The GeekSquad Precincts can vary in quality and tech knowledge, I can tell you that. Mine's extremely knowledagable and friendly. We're honest and make sure the customer knows what the computer that they are about to purchasing, comes with and whether we can help with any services we can provide. Hey if you know how to do it yourself, great! If not, let us help you.And plus, there are people out there that have no clue about computers, but love having one, have lots of money and would pay money to have someone else fix their shit when it breaks as opposed to figuring out how to fix it themselves. With that said in mind, I do go out of my way to ensure my customer is happy with their purchase, and I may be one of the few, but there are some of us out there.

So in short, yeah we'd all find those to be shams, waste of months of starbucks frappucinos but we are also proud members of [H].

 

[NulloModo]

It's the same at any retail chain, not just CC, but Best Buy, CompUSA, etc. There is little to no profit margin on most computer products, the salespeople have to sell warranties, extra-build stuff, and acccessories to keep their jobs.

I worked at CC back in the day, back when the company actually treated salesmen like people (before they decided to lay off anyone who made more in commission sales than who made what they were willing to pay per hour (which was like $10 per hour or less, far less than what I was raking in). I mainly worked big screen TVs and camcorders, but I got called into computers on occasion. For the hour or two you would spend explaining and selling a computer to someone, the salesperson would get an average of $5 commission. If you could convince them to buy the monster power surge protecter, the accessory kit, and the warranty, that could jump to easily over $50. You do the math, everthong has to make a living, I had tuition to pay, what do you think I did. I didn't sell people things they would never use. Where the extra batteries and accessories prices higher than what they could find online? of course they were, they were at a retail store, was the warranty worth it? Depends on if the machine ever broke down. Point is, they came in, they wanted a computer, I sold them the computer they needed, and I offered them everything extra we offered, if they took it, they did, if they didn't, than they didn't. A salesperson can't force anyone to buy anything. At the time my rent money, bills, and etc all depended on my ability to sell, so of course I went all out. If you come in not knowing what you need or want, you deserve what you get.

 

[BinarySynapse]

It's the same at any retail chain, not just CC, but Best Buy, CompUSA, etc. There is little to no profit margin on most computer products, the salespeople have to sell warranties, extra-build stuff, and acccessories to keep their jobs.

I worked at CC back in the day, back when the company actually treated salesmen like people (before they decided to lay off anyone who made more in commission sales than who made what they were willing to pay per hour (which was like $10 per hour or less, far less than what I was raking in). I mainly worked big screen TVs and camcorders, but I got called into computers on occasion. For the hour or two you would spend explaining and selling a computer to someone, the salesperson would get an average of $5 commission. If you could convince them to buy the monster power surge protecter, the accessory kit, and the warranty, that could jump to easily over $50. You do the math, everthong has to make a living, I had tuition to pay, what do you think I did. I didn't sell people things they would never use. Where the extra batteries and accessories prices higher than what they could find online? of course they were, they were at a retail store, was the warranty worth it? Depends on if the machine ever broke down. Point is, they came in, they wanted a computer, I sold them the computer they needed, and I offered them everything extra we offered, if they took it, they did, if they didn't, than they didn't. A salesperson can't force anyone to buy anything. At the time my rent money, bills, and etc all depended on my ability to sell, so of course I went all out. If you come in not knowing what you need or want, you deserve what you get.

The thing is though, they don't sell on commision anymore. It's flat pay whether you sell or not. (not counting bonuses or incentives here, those don't pay bills)

My brother-in-law worked for CC back when they swtiched away from commision. He could sell an icemaker to an eskimo. That man would bring home 2500-3000 a month in commision pay working in three departments 10-12/hrs a day.. When they went to flat pay they offered him $14/hr. He was pissed to say the least.

 

[NulloModo]

The thing is though, they don't sell on commision anymore. It's flat pay whether you sell or not. (not counting bonuses or incentives here, those don't pay bills)

My brother-in-law worked for CC back when they swtiched away from commision. He could sell an icemaker to an eskimo. That man would bring home 2500-3000 a month in commision pay working in three departments 10-12/hrs a day.. When they went to flat pay they offered him $14/hr. He was pissed to say the least.

Yeah, the company bitchslapped some people harder. I averaged $36 an hour, they told me I made too much for them to offer me an hourly rate so I just got laid off.

 

[Jakalwarrior]

Eh, I was a technical support person at gateway. Which means I was pushed to SELL SELL SELL. Sell them all the anti spyware, anti virus, and computer upgrades you can!. Know what I did? I treated the people just like I treat people on the forums. When they asked if they should buy a new HD I asked whats wrong with the old one? Oh, lets try and fix that first. You want XP? how fast is your processor and how much ram? You want norton? you only have 256 ram? oh you meet the minimum requirements but I promise it will lag your computer to heck. Ohhh you only want it to make that annoying popup thing stop? let me show you how to turn messenger off. Know what happened? I had people begging to buy stuff anyway just because they felt like it was giving me a tip or something (not like I cared, no commission except free dinner to top seller).
Is somone more likely to come back to CC if they had a salesman who sold them exactly what they needed, explained things to them, and tried to help them out... Or one that made them feel like they needed a shower when they got home because he was so slimy. There is a reason people hate car salesmen. I can promise my mother will never go there again. Or me unless the deal is so good I know they are losing money.

 

[Mark Larson]

At the BB where I live, the emps are always quick to point out that they "don't work on commission". Across the street, at the CC?... I don't think I've ever heard that said.

Regardless, I've seen both push equally as hard to make a sale. But I'd have to give the Vulture Award to CC.

I bought a laptop at BB on wednesday and one at CC on Friday. The BB drones pushed 10X harder to get me to add on useless crap, even offering a free checkup "to make sure the laptop works and everything is in the box" just to get the seal broken so they could charge a 15% restocking fee if i returned it or get me to pay to install software i don't need.

At the CC, the experience was so much more pleasant, the guy just rang me up and said "do you want a protection plan or anything else" and I was like no i'm ok. Simple.

 

[pyro34]

I bought a laptop at BB on wednesday and one at CC on Friday. The BB drones pushed 10X harder to get me to add on useless crap, even offering a free checkup "to make sure the laptop works and everything is in the box" just to get the seal broken so they could charge a 15% restocking fee if i returned it or get me to pay to install software i don't need.

At the CC, the experience was so much more pleasant, the guy just rang me up and said "do you want a protection plan or anything else" and I was like no i'm ok. Simple.

It all depends if you get the right salesman or not. At least you found a good one.

 

[0ldman]

Just from this thread, we have people that haven't worked for a living complaining about people making money, business people that work for a living, and scumbags that think if you can screw the customer, go for it, its their fault for not being a supergenius and knowing everything.

If you come in not knowing what you need or want, you deserve what you get.

Comments like this is exactly what I'm talking about.

I hope you guys get a doctor or car saleman or someone that treats you the same way.

Yes, I'm in the business to make money, the reason these jobs exist is because people don't come in knowing what they need or want, they're paying us to help, not screw them over because the deserve it.

 

[CommanderFrank]

Way off topic for this forum