I purchased a compaq 2105us from circuit city in 2003. I was told about the computer support plus plan by the sales representative. I purchased the 4 year plan for $269.99. At that time I asked several questions: what does this warranty cover? Where would I need to take my notebook if I needed it replaced, etc. I was told "the warranty covered accidental damages, power surges, etc and was if I ever needed to use it, I would bring the notebook into the store and they would either fix it or replace it. I signed up for it and asked for a copy of the contract in which I got the reply we keep all the information on the computer. Well my computer needed service in April. I called the 800 number listed on the brochure. I spoke with someone for about half an hour and was told ok we'll send you out a box and we'll fix it.
First lie I was told. They claimed they replaced the logic board on the service sheet they return with my notebook. March. I again called for service. My notebook was overheating, the modem was giving me problems, my cd/dvd rom drive stop working and the brand new batteries I purchased were no longer holding a charge. Again I spent a half hour on the phone and was told they would need to replace the motherboard. At that point in the conversation, I asked why couldn't they replace the computer. Replacing a motherboard seemed like a major repair for a computer I bought 2 years ago. They gave me the whole story of send it in and we will fix it.
It is now July and the computer is having the same problems.
Its overheating, modem is not working, cd/dvd rom not working and batteries are not holding their charge. Needless to say I'm livid. I use the computer for work. I called in explained to the agent Tom that I just had the computer sent in for service less than 4 months ago, asked when would they replace it, this guy told me"WHEN WE FEEL LIKE IT" and IF WE FEEL LIKE IT WE WILL FIX IT". Maybe I'm crazy but if I purchased a four year warranty I shouldn't be getting this type of attitude from a representative. I asked to speak with a supervisor, guy name corey got on the line and basically told me the same thing. I contacted circuit city and they told me nothing we can do about it. Deal with the warranty company. I called the warranty company back and was told you can go have someone another company fix it and we'll reimburse you. They have got to be kidding me. Apparently circuit city is still using the same lies to sell these warraties as I called a store and inquire about a warranty like I was planning on purchasing a computer. I got the same lies I was told 2 years ago. NEWSFLASH, the sales associate stated "WE DO NOT GIVE OUT CONTRACTS WE ONLY GIVE CUSTOMERS THE BROCHURE."
My computer support plus states if a computer has to be fix twiced for the same repair than the company would replaced it. It is clear to me I got sold a lemon.
Any suggestions on the next step I should take?
I contacted hp via email yesterday and was surprise to get a return call today. I explained to them the situation and they definitely stated we should sue circuit city and this warranty company for failing to honor their contracts. I also suggested to them they should pull their products from circuit city. I told them about this site. Maybe you guys could do the same.
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