I bought a Tosiba laptop from Circuit City in Madison, Wisconsin with the extended warrenty.
When I had a problem with liquid damage and sticky keys I took it back to the store where I bought it and was told that they do not do repairs at the store and the laptop needed to be sent in to their repair facility. Was told that if I left it at the store it would be 2 to 3 weeks before they would send it in. If I needed it faster I would have to call there repair center at (800-555-4615). Called the number and had to talk to a supervisor to get them to take it in for repair. Recieved a incident number (11748929).
At the time of call I asked if I could keep the hard drive because it had programs on that could not be replaced. Was told that they would not take the laptop without the hard drive. I am still not sure why they would need the hard drive to clean the unit. At this time I asked them to notify me of the repair progress because if there was a problem I needed the hard drive back.
City assure sent me a FedEx box to sent the laptop back to them in. The paper work asked for any passwords that they would need to access the laptop programs. I sent the laptop in on 7/14 FedEx tracking number (9663 2358 5180)
I was notified on 7/15 that they had recieved the laptop and would keep me informed of the progress. Recieved another E-mail on 7/15 in the afternoon that the laptop was in the process of being repaired.
On 7/17 was sent an E-mail to inform me that the repair was complete and the laptop was being sent back to me.
On 7/17 in the afternoon I was sent another E-mail that again said the laptop was repaired and was sent back to me. This E-mail had the UPS tracking number link with it.
When the laptop did not arrive by 7/22 I accessed the tracking number and found that the package was delivered to a residence in Grapevine, TX.
I called City assure and asked why the tracking number that I recieved showed delivery to Grapevine, TX. I was then informed that they could not repair the unit and it went to salvage and someone would contact me with an offer of a comparable unit with the same specifacations. I then asked if I would get the same model of laptop. Was informed that they did not have to give me the same make or model just one that had the same hardware specifications. I then recieved a new incident number (11804672). I then requested to talk to a supervisor to try to resolve the hard drive problem.
I asked the supervisor why I was informed that the laptop was repaired and was being sent back when in actuality it was not. Was told that the E-mails didn't mean anything they were just computer generated form letters.
I then asked if I could get my hard drive back. Was told "Your laptop was sent to salvage." Asked where it was sent so I could call them and maybe recover my hard drive from there. Was told "We will not give you that information. Your laptop was sent to salvage." I asked what they sent to Grapevine TX because the package weight was only 1 lb about the weight of a hard drive alone. Was told "We will not give you that information. Your laptop was sent to salvage." I then told the supervisor that I would pay for the return of the hard drive all I needed was where it was sent. Was told "We will not give you that information. Your laptop was sent to salvage."
Since City assure will not tell me what happened to my laptop I do not know if the package sent to a Grapevine, TX residence was my hard drive or not.
I also don't know if my hard drive is being recovered and my banking, password, and account information is being used by someone else. I cannot believe that there would be a problem sending my hard drive back to me if I agreed to pay the shiping.
Weldon
Boscobel, Wisconsin
U.S.A.
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