September 27
I purchased a HP notebook computer for ~$990 and a Circuit City Advantage Protection Plan (4 yrs.) for ~$395. The plan would take care of the repair of the laptop and replace it if they were unable to repair it. Buying the notebook and protection plan was a BIG mistake.
The laptop has worked fine for a good year until July the laptop display and drivers stopped functioning. I called Circuit City Advantage and they sent a prepaid box to me so I could send my laptop to them for repair. I sent it out on July 11. They said they could get the laptop repaired within 10 business days and if it reached 30 days, they would replace the laptop.
I received my laptop on August 10. You would think I would be fortunate to see my laptop back after a month of waiting. WRONG! My laptop still had the same exact problems the day I sent it out and on the case report they claimed to have replaced the hard drive, cleared and replaced the motherboard, and diagnostic test passed. If they did all that, why would the laptop NOT work?!?! If the laptop was not completely fixed, why would they send the same non functional laptop back to me?!?! VERY disappointing.
I called Circuit City Advantage within minutes from receiving my non functional laptop. I reminded them that they would replace my laptop if it was unable to be repaired the first time around. Going against their contract policy, they said they could not completely replace it unless they tried to repair it for the second time. Does not make any sense right? Definitely trying to delay the process is what I see. I decided to give them one more chance. It was definitely a mistake to even trust them again so my fault on this decision. So once again they sent me a prepaid box and I sent it out the very next day, August 11.
I called Circuit City Advantage to check on the status of my request. It has been past the 10 business days but they promised the laptop will be completely repaired by August 25 because that hp model have been causing problems. Once again they would not keep their word because now they changed their due date to September 9. I asked what the reason was for this unnecessary delay and I was told that Circuit City sent it to HP for repair due to some voluntary recall for that particular model. Weird how I was completely uninformed of this action and there was no way for me to check on the protection plan website where my laptop was located.
Finally reached September 11. It has been 30 days for this cycle and it was time for them to replace the laptop wherever it was located. So I called in Circuit City and they told me that they could not replace it right now because it was being held at HP and that I should call them so HP could take care of it. I make a call to HP and they tell me that they could not replace the laptop because I am under the Circuit City protection plan. I waited out a couple days to see if my laptop would come back in anytime.
September 16. I called Circuit City and finally got them to provide a replacement laptop. They said they processed the request and would call me back within 7-10 business days once they found a replacement with similar or great specs to confirm the process with me. September 26. It was the 7th business day and I still have not heard anything from them, which was not surprising at all so I called to see what was going on. The guy looks at my case and tells me that no one has even touched my case to process my request since the day I called on the 16th. VERY UNRELIABLE because this shows that if I did not call them on the 26th they would not have ever touched on my case. Eventually the guy processed my request and got everything taken care of but now I wait for my replacement laptop to come in within 5 business days or so. Can I wait ANY longer? Can I even TRUST them to send my laptop on time? DEFINITELY NOT.
This process which should have only taken 1 month to complete, took 3 whole months! Whether I get my replacement laptop on time or not, I will NEVER purchase anything from Circuit City ever again. I advise you to READ the contract policy on any purchases for warranty and such because what the salesman tells you is not what it really is.
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