On June 14, I purchased an ipod Nano from Circuit City. At the same time I purchased their "Protection Plan." Well, with in a couple of months, August 29, I filled a claim on my defective ipod. I followed their procedures on how to file a claim and sent back my device along with a detailed description of what was wrong. I received an email back on 9/7 "We are committed to providing excellent customer service one of our customer Support coordinators will get back to you with in the next 24 business hours. Check this date out: On 9/14 I get an email stating they have mailed my replacement. I received what I thought to be a new replacement on 9/19.
With in a week, I began to have problems with the "new" ipod. It would return to a screen that said "Disk Mode Okay to Disconnect" (I forgot to mention the obstructive hair embedded between the plastic plate and ipod screen; so much for quality control) Just for the record. I had properly disconnected the ipod from my computer, and had been listening to my downloaded music. I would then go to itunes and restore my ipod and music. Well, I had to continue this procedure approximately every 1- 1 1/2 weeks. On 1/26 this procedure no longer worked... The ipod quit functioning.
Once again I call the 1-800-871-2761 number to inquire on how about getting this ipod replaced, seeing I had bought the year protection plan and after all it was only 6 1/2 months since my initial purchase. At 4:00 pm. I talked to a lady named Jamie.
I go through the entire story of the defective ipod, she proceeds she can't replace this refurbished ipod" (this is the first I had heard of this) ipod after 90 days. I then begin to question the purpose of this so called Protection Plan because it didn't seem to be protecting my purchase. She then transfers me to Sam (4:10 PM) who I once again explain the entire ipod situation... He looks up my ticket number. He then puts me on hold. While I am waiting an audio recording states "Years of worry free protection, " you guessed it, it was referring to their protection Plans.
I remain on hold, when at 4:22 Katherine picks up the phone, I again explain the situation. She is quick to tell me this is not her department, and is supposedly going to transfer me, that's when I get hung up on at 4:25 PM.
I proceed to call back, when Lionel answers the phone, I start from the very beginning and tell him, and he is very condescending and implying that I am in the wrong and just kept repeating it has been over 90 days. So I question why the protection plan when I purchased a year coverage that only covers 90 days? He doesn't answer any of my questions, just keeps repeating this 90 day line.
I then drive out to the store where I purchased the ipod (1/26), and talk to Lindsay (a wonderful Costumer Service Rep). I show her my note and list of people, I have talked to and their comments made to me, my receipt, and my defective ipod. She immediately gets on the phone, in which she too is on the phone for over a half hour talking to first Crystal, then to two supervisors above her. This supervisor agreed to over night labels in which I could then send back this defective ipod, and get another refurbished ipod. Of course, I question, why did I want to continue "buying" other peoples defects. I just wanted a new working ipod. But the supervisor told Lindsay, that if I experienced any problems I would then have 90 days to report it. Okay not exactly the new ipod I was hoping for, but I hesitantly agree with this compromise.
On, 1/29 I am to have received my overnight labels. I did not. I again call the 1-800 number to confirm and see what the status is on my overnight labels. A lady (who did not identify herself by name) checks to see (after I have provided all relevant information) if they had been sent out no records of any such activity. She says she will put it in the computer, but to call back tomorrow. I confirm that I will be getting my labels by Wednesday. She says yes Wednesday or Thursday.
It seems I am getting the run around and this protection plan is a hoax, and no one really cares about an honest, working person, who just wants a working ipod Nano! I have invested $186.78 and have not a working ipod to show for it-all with in less a years time! I have been treated with little respect (except for the excellent Customer Service Rep: Lindsay), just another victim they have sucked money from.
Shelly
Sylvania, Ohio
U.S.A.
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