During the month of August we purchased HP/Compaq LAPTOP for 479.99 at 78 Mountain Road, Glen Burnie, MD 21060 with a two-year “Advantage” Service Protection Plan for 199.99 (on the advice of the salesmen,)
Within couple of months of purchasing this we started having problems with this LAPTOP computer and it is not resolved till now.
1. We had problem with the wireless card and since we had the Advantage” Service Protection Plan we took it to the Circuit Store in Catonsville, MD for getting it fixed. They had the computer for couple of days and they returned stating that the problem is fixed.
2. We did not use Laptop for a month and when turned on to work it was very slow. We called up HP customer service where they made us do some tests and told that hard disk has a problem and HP can fix it free of cost. Since we had Advantage” Service Protection Plan we again went to Circuit City in Catonsville, MD. They had the system for a week and returned it back telling that they have replaced the hard disk.
3. We came home with the system and after couple of days when we switched on the system it did not boot and Circuit City told us that they have replaced the hard disk but did not install the Operating System (OS) and we had to do it on our own since it was not in their plan, which we did.
4. After couple of days the system started again giving problem and we called up HP and after making us do some tests that the problem is with the mother board and told us to send the system to them for a replacement or go to a Circuit City store for replacement since HP has a tie-up with Circuit City wherein Circuit City gets a replacement for faulty systems from HP.
5. Since the Circuit City store at Catonsville were not fixing it properly We visited their Glen Burnie Store in MD. I met Mr. Jeff from Firedog and we can explained the problem and told them that we needed the system very badly since e my wife was leaving to Australia and we needed the system for her to do her official work. Mr. Jeff assured us that he is going to fix it this time.
6. After couple of days we got a call from the store that our computer is ready and we can pick it up and that is where our harassment from the store people started. When we went to pick the system they took about half an hour to locate our system and at some point they also told us that that we have not given our system for repair but at last they could locate it. When we tested the system, it booted properly and suddenly went blank for couple of minutes. We pointed this to the Firedog person and he told us that there is some problem with the system and he also told us that since it is giving lot of problems and as per the plan since it has been repaired more than three times we are entitled for a free replacement. He spoke to his manager about this and told us to wait. After waiting for an hour and to our surprise the manager was not even bothered about our waiting and our little kids waiting without having dinner told us he cannot do a replacement and we need to come the next day and meet the Store Director
7. Promptly we went to meet the Store Director of Circuit City, Glen Burnie, MD and he was so rude that he was not even interested in talking to us. We explained the whole situation and also told him that after the recent repair the screen is going blank for which he told us that we need to leave with this since it is not a major problem. Being a Store Director he did not even have the courtesy to talk to us properly and the Firedog person who had told us that we are entitled for a free replacement or store credit did not utter a single word. The Store Director even told us that since it is not the same problem and we have not given the system at the same place more than three times he is not going to do anything with the system. We had not seen a Store Director being so rude and unfriendly to a Customer. At present we are still living with the defective Laptop.
. We also came to know that Circuit City is cheating the customers by charging for two years wherein the first year it is sent to the telling us that that they will cover for both the years
We request you to look in to the matter and help us in getting our problems fixed.
We would appreciate a response from a Corporate Manager of some kind, preferably by phone, explaining to me why Circuit City feels customers should be treated in this fashion.
In the interest of consumerism, we now expect Circuit City to refund the full amount of our original Computer purchase, in addition to the service protection plan refund.
We would appreciate a response from a Corporate Manager of some kind, preferably by phone, explaining to me why Circuit City feels customers should be treated in this fashion.
Shailan Mandayam
Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # 36027514.
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Filed on: August 4
Filed by:
Sri Shailan Mandayam
8317 Silver Trumpet Drive
Columbia MD 21045
Filed against:
Circuit City
Complaint Description:
During the month of August we purchased HP/Compaq LAPTOP for 479.99 at 78 Mountain Road, Glen Burnie, MD 21060 with a two-year "Advantage" Service Protection Plan for 199.99 (on the advice of the salesmen,) Within couple of months of purchasing this we started having problems with this LAPTOP computer and it is not resolved till now. 1. We had problem with the wireless card and since we had the Advantage" Service Protection Plan we took it to the Circuit Store in Catonsville, MD for getting it fixed. They had the computer for couple of days and they returned stating that the problem is fixed. 2. We did not use Laptop for a month and when turned on to work it was very slow. We called up HP customer service where they made us do some tests and told that hard disk has a problem and HP can fix it free of cost. Since we had Advantage" Service Protection Plan we again went to Circuit City in Catonsville, MD. They had the system for a week and returned it back telling that they have replaced the hard disk. 3. We came home with the system and after couple of days when we switched on the system it did not boot and Circuit City told us that they have replaced the hard disk but did not install the Operating System (OS) and we had to do it on our own since it was not in their plan, which we did. 4. After couple of days the system started again giving problem and we called up HP and after making us do some tests that the problem is with the mother board and told us to send the system to them for a replacement or go to a Circuit City store for replacement since HP has a tie-up with Circuit City wherein Circuit City gets a replacement for faulty systems from HP. 5. Since the Circuit City store at Catonsville were not fixing it properly We visited their Glen Burnie Store in MD. I met Mr. Jeff from Firedog and we can explained the problem and told them that we needed the system very badly since e my wife was leaving to Australia and we needed the system for her to do her official work. Mr. Jeff assured us that he is going to fix it this time. 6. After couple of days we got a call from the store that our computer is ready and we can pick it up and that is where our harassment from the store people started. When we went to pick the system they took about half an hour to locate our system and at some point they also told us that that we have not given our system for repair but at last they could locate it. When we tested the system, it booted properly and suddenly went blank for couple of minutes. We pointed this to the Firedog person and he told us that there is some problem with the system and he also told us that since it is giving lot of problems and as per the plan since it has been repaired more than three times we are entitled for a free replacement. He spoke to his manager about this and told us to wait. After waiting for an hour and to our surprise the manager was not even bothered about our waiting and our little kids waiting without having dinner told us he cannot do a replacement and we need to come the next day and meet the Store Director 7. Promptly we went to meet the Store Director of Circuit City, Glen Burnie, MD and he was so rude that he was not even interested in talking to us. We explained the whole situation and also told him that after the recent repair the screen is going blank for which he told us that we need to leave with this since it is not a major problem. Being a Store Director he did not even have the courtesy to talk to us properly and the Firedog person who had told us that we are entitled for a free replacement or store credit did not utter a single word. The Store Director even told us that since it is not the same problem and we have not given the system at the same place more than three times he is not going to do anything with the system. We had not seen a Store Director being so rude and unfriendly to a Customer. We are very happy unhappy with this.
Your Desired Resolution:
Replacement
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