I purchased a DVD player from circuitcity.com on 06/20. It stated it had a year manufacturers warranty. It broke four months later. I called Polaroid-the maker of the DVD player. And they told me it was only a 3 month warranty and to contact circuit city. Polaroid said they could repair it since it was 'out of warranty' if I shipped at my expense and sent them a $20.00 check.
I called Circuit City and after asking about the warranty, I was told again it was a year-until I mentioned what Polaroid said, then they claimed it said '3 months service, 12 months parts' *after extensive hold times* instead of a year warranty on the site-I could bring it in to have it repaired and they would contact Polaroid to get the parts.
I called them multiple times spanning over a month before I started documenting what I was told. On 12/11 I spoke to Sarah, she told me there was nothing I could do. I called the next day and I spoke to Candy, Sam, another Sam, and then Chelsea, who told me she would issue me a gift card in the amount of the DVD player. Chelsea then asked to place me on hold while she got the details of said gift card entered, and promptly hung up on me. Considering I gave them my phone number for each representative I spoke to-she was fully capable of calling me back. She did not.
On 12/15 I called Polaroid again and spoke to a supervisor about the situation with Circuit City. She told me that Polaroid didnt even OFFER parts for the model I had. Yet another lie. So I called Circuit City again and I spoke to Tiffany. She gave me the same information. 1 year manufacturers warranty. Upon asking for the warranty to be emailed due to the fact I needed it in writing-she placed me on hold *suprise! * I was on hold for 4 minutes then she told me it was 3 months service, 12 months parts.
I asked for that emailed to me, she couldn't do it. Then I explained what the supervisor at Polaroid said about it having ONLY a 3 month warranty. I was placed on hold-yet again. When she came back she told me to contact the manufacturer. I informed her again of what Polaroid had said, and I explained to her that Circuit City's false advertising is what caused me to purchase the item in question. I asked to speak to a supervisor, was placed on hold for over 15 minutes, then she picked up and asked me to hold for another ten, then I was given a reference number. Electra is whom picked up. I explained everything, she said there was nothing she could do.
I told her false advertising was illegal and I wanted my money back due to them offering a warranty from the manufacturer that was not the same as the one the manufacturer offered. The one they offered doesn't exist. I was placed on hold for ten minutes. She came back and asked me to verify my name, I did, then asked to place me on hold again. She comes back and asks if we can have a conference call with Polaroid. YES! We can.
So another ten minutes on hold and Brittany from Polaroid is on the line, she asks what the problem is, I tell her my problem isnt with them, its with Circuit City and the warranty they claimed Polaroid had. She explains that the item in question has a THREE MONTH warranty, not a year warranty, not a three months service twelve months parts warranty, A THREE MONTH WARRANTY.
After she has said clearly that the item never had a year warranty, she asks if there is anything else. Nope, nothing else-she just proved in front of Electra that what I had been telling her was true. So the call concludes, I thank Brittany for proving what I had been saying for over a month to CC reps. Electra places me on hold to speak to Brittany for over ten minutes. She comes back and is now going to issue me a gift card, NOT MY MONEY BACK, for the amount of the dvd player. Not my full purchase price including tax, not cash, a gift card. Wow, I can use it to buy yet another product from them? YAY! I can buy more stuff from the company I know I will have NO HELP from if there is a problem?
Fantastic. Could I ask for more? Yes, I could. I could ask that a company actually MEAN what they say on the website. Electra even told me that there are errors all over the website and for future shopping to call and verify the truth of what the website states. Thats refreshing, the employee let me know that the website lies-but I already knew that.
However who do I verify the website with? It took over a week of calling to get this settled, everyone I spoke to "couldnt do anything" so who do I call to verify that would actually help? In any case, this is the THIRD time Ive been offered a gift card on THIS dvd player. Ive received nothing after being told all three times it will take a 1st time-two weeks, that passed-no card. 2nd time-a week, that time passed, no card.
Now we are on try number three-third time is supposed to be the charm right? Ill update in 7-10 business days if Electra actually did what she said she would. If she does, fantastic, if she doesnt, I wont be suprised, I wont be pissed, Ill just take it to the store with the information they gave me to have it repaired-and when they call saying 'we cant repair it'
Ill make the store issue my money back-even if I have to play the recording of circuit citys hotline saying "bring any item back to the store with NO HASSLE" and the recording that says "you can take it to the store and we will request the parts from Polaroid and fix it for you." If they refuse Ill park in front of the store and play the entire conversation with circuit city that was recorded so all customers walking in can hear how very horrible they are at fixing mistakes they make.
Cherie
Theodore, Alabama
U.S.A.
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