This is about a Circuit City sales rep in Burbank, CA giving false information to sell a warranty.
I went with my mother to help her purchase a desktop computer at the Burbank, CA store (my hometown) Oct 3. The salesman sold her a 2 yr extended service warranty for $119.99. He explained that the first year is covered by the purchase and the extended plan begins after her first year, covering year 2 and 3, equalling a total of THREE years from purchase.
This morning, my mom is having severe problems with the CPU so I called 800 652-6672. The voice activated system asked for a phone number to retrieve information and then said 'warranty has expired, please hold for customer service who will give you your out of warranty options.'
The customer service rep (Shawn in India) could not repeat back the phone number I gave him (5 or 6 times) no matter how slowly I said the number. He said that he could not retrieve the information and asked me to help him by giving him the serial number instead. (I don't have it with me) I offered to give him the warranty contract number but he did not want it. He said I need to call him back with the serial number.
I told Sean to explain my out-of-service options. He said I can purchase a one yr warranty for $99 that will fully cover the computer 24/7. I asked if it covers replacement and he said 'No.'
When I asked to speak to a supervisor who can locate my mom's warranty he gave me a another phone number and said they will be able to assist me further. The number is 800 386-1115. When I called, the message said to call back during regular business hours Monday through Friday.
I am A CONSUMER just like the rest of us trying to receive the product/service WE PAID FOR.
Larry in Burbank, I read your rebuttal and will be contacting you because you appear to want to help the consumer.
I know this is happening to countless others who are too frustrated to follow up. I welcome your inupt.
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