I purchased two Logitech Cordless Navigator Duo (Part Number: 967232-0403) on March 4. Prior to purchase, I took note of the return policy since there was a likelihood of me returning the keyboards. The policy is as follows:
Return Guarantee
* If you're not completely satisfied with a product Circuit City will gladyly exchange or refund your purchase within 30 days of the sale date except as noted below.
*Digital Cameras, camcorders, desktop PCs, notebook PCs, monitors, printers, scanners, and radar detectors must be returned before 14 days of the sale date.
*For any exchange or refund, we need the original receipt or a record of purchase in our system, and the product must be in its original condition, including the box, UPC bar code, packaging, and all accessories.
*Charges for installation and delivery services are nonrefundable after the services have been performed.
*Refunds are issued in the original payment type. Refunds on check purchases less than 14 days old and in excess of $100 are issued by check from our corporate office within 14 days of the return date.
*Please see circuitcity.com for our online return guarantee, which may vary from this guarantee.
Needless to say, situations came up where I had to return the UNUSED and UNOPENED keyboards. I had the receipt and met all requirements to return the keyboards... Except for one according to Circuit City.
Supposedly, keyboards fall into the list of things that can only be returned before 14 days... Which is clearly not written on the receipt. I talked to the sales associates and they provided no help to me. I then decided to ask for the store manager. I spoke with him and he took the same standpoint. I then proceeded to ask him if he could point to me where it EXPLICITLY lists keyboards as an item that can only be returned before 14 days on my receipt and the return policy listed inside the store. He proceeded to randomly point at the receipt always avoiding my requests. I proceeded to ask him for about three more times until he said that the "14 days list" listed things that related to computers and since the keyboard is related, it, therefore, also belongs on the list. He continued to explain that Circuit City could in no way list all the items that belonged on this list as it would make the policy "too long" and "take up the whole receipt."
The only semi-decent point the manager made was when he pointed to a "older version" of the return policy which stated that "Pcs and related products (monitors, printers, and scanners)" belonged on the "14 days list." That would make sense except:
1) This was the old version of the return policy (the new one that I was handed is typed above), so that wouldn't apply to me.
2) Even on this list, related products are implicitly mentioned as "monitors, printers, and scanners". I would have no trouble if the list contained "etc." or something of the like as I would have proceeded to inquire about the policy.
3) "PCs and related products" could be practically anything.in fact, I actually asked the manager this scenario: "So a table could be PC accessory if I put my computer on it?" He said, "That's right." So that would mean, according to Circuit City, that everything can fall within the category of "PCs and related products." Too bad that they limit what those related products are in the old version of the receipt to "monitors, printers, and scanners." Oh wait, they don't even know what that means.
At this point I was totally dumbfounded. I thought to myself, "So I'm supposed to inherently know what products belong on that list?" Silly me, I always thought that policies that are WRITTEN take higher priority than what is assumed to be true. The store manager then advised me to call the Circuit City legal department and provided me with their number. It turned out to be the standard Circuit City number and I had to try to navigate myself to the department... A daunting task no less. The department was closed so I'm going to have to wait.
Anonymous
San Jose, California
U.S.A.
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