I received a Compaq laptop as a gift about two and a half years ago. It was purchased with the full advantage warranty, which cost $269, between a quarter and a third of the cost of the computer.
About two months after purchase the modem burned out. Easy enough, I thought, I'll bring it in and they'll fix it. After calling Circuit City and wading through the customer service line for hours I was told to call the manufacturer, because the advantage plan only came into effect after the end of manufacturer warranties or for issues they didn't cover.
I called Compaq and was told they didn't cover my problem and to call Circuit City. It was back to the phone lines. This began a three day process that ate up all my free time and left me angry and frustrated. I would call the customer service line wait on hold for 20 to 45 minutes—all the while being told that my call was important, that the call volume was high and that Circuit City would understand if I had to hang up and try again later—then I would talk to someone, be told I was in the wrong department and be transferred back into the customer service void, a labyrinthine and seemingly unchartable path to rectification.
When I would become too demanding, for instance if I would ask to speak to a supervisor, I would be told, Sure, be put on hold, and then, as if by accident, the connection would be terminated and I would begin the process all over again.
After two day of spending no less than 4 hours a day, I began taking names before beginning any conversation about the issue. This helped in terms of not being disconnected, but by this time I only wanted to cancel my plan and be credited for the prorated value.
This began a whole new process of frustration. I would be told it was taken care of and I could expect a check in the mail in a few days, only to call back after a week to find there was no record of my request.
Finally, as though I entered the very heart of the labyrinth, I was given a secret number to fax my request to, being assured that this was indeed the foolproof way to end my struggles. I faxed the request off and waited. No check came. I had expended all I had in the battle and to no successful end. I gave up.
Today, a year and a half later, but still under plan, I called the service line again. My computer is crashed and not functional. Alas, I thought, I'll get some satisfaction out of that warranty. After 25 minutes of holding and going through my issue three times, I was told my warranty had been cancelled a year and a half ago. I have a problem then, I said, because I never received a refund for the cost of that warranty.
We don't know anything about that, the man on the other end said, we're just a trouble shooting line, you'll probably have better luck if you call Circuit City's customer service line. After another hour and a half spent, I finally understand it without doubt: The system is there to prevent payouts, to prevent service, basically, to frustrate consumers into submission and render them to a state of anxious impotence.
The City Advantage Plan is a scam, and no doubt a great money maker. I would guess that the turn over for Circuit City customer service representatives is great and in proportion to their integrity and intelligence, for who could see through the faade and not be disgusted.
What the Advantage Plan represents is a money making scam. It's speakers out of the back of the truck. It's email letters promising bank transfers. It's swamp land in Florida. But it's in the clothing of big industry, a logo, nationwide retail, and so we fall for it. We get conned. But Circuit City has an address, pays taxes, produces paper trails I'm at the end of my rope. Can somebody do something?
Daniel
keene, New Hampshire
U.S.A.
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