We purchased a Sony Viao lap top 9/3/02 alonlg with the 2 year entended warrany program from Circuit City in Racine, WI. About a year ago it started freezing up. My 15 year old son spent countless hours on the phone with the warranty company but would always eventually get it to work.in Dec of 03 it finally would not work. Again countless hours on the phone, then repalcing software at our cost (the tech told him this wasn't the problem but we would have to do this anyways).
We then sent the laptop to them 4 times for repair, each time within 5 minutes of opening the box we could tell that it had not been repaired. The last time we sent it to them in Aug. They kept our battery. They would tell us they were sending it, but we never saw it. They told us if we would get it diagnosed by a 3rd party then they would replace it. So we took it to Best Buy and they told us it would cost $1200 to fix. We then called Circuit City Warranty program and they told us they would not replace it, but we should send it to them again to fix it. During this whole coarse of time they never let you speak to the same tech twice, they hang up on you and put you on hold for extended lenghts of time. Finally I insisted I speak to a manager, who referred me to Gina in Customer Service.
I asked Gina about their Lemon Policy, she told me that my warranty had expired and she could not replace the laptop, the best she could do is have us send it in to be repaired again. I explained that the problem had never been fixed and it wasn't our fault.
When I asked to speak to someone higher up she told that she was it. I asked her how long we play this game, until we get tired of calling and sending the computer back. Finally my husband I called the store where we purchaced the laptop and talked with a manager about all our problems. He told us to bring in the laptop and he would see what he could do. The next day I brought it in and they told us they would replace it for the purchase price. So we picked out a new laptop.
We did purchase their warranty program for the new one, but now if there are any problems with the warranty company I will go right to the store and complain. Don't give up fighting with these people!!! Every time you talk to them document!!! I wish I would of earlier in the process. Be sure to include who you talked to, how much time they kept you on hold and how much time the process took. You can win!!!
0 comments