I purchased, at the persistent reccommendation of a Circuit City representative, a four year GE-Zurich warranty for my laptop computer in July. I paid a large sum of money for it I am too embarrassed to reveal, given what happened. I was convinced that any problem my computer had would be fixed as long as it was within normal use. The "normal use" part seemed, and still does seem, reasonable to me until I learned the true intent of the phrase.
The problem I had was the power cord would no longer plug into the back of the computer. A friend informed me that a small plastic piece became loose in the computer which kept the cord from plugging in. This problem definatley occured under normal use. After two years I can imagine small, possibly defective, pieces becoming worn, even under normal use.
However, GE-Zurich returned my computer to me after I shipped it to them saying it was outside the contract. The contract I have does not indicate that my problem is not covered. After calling customer service I was informed that the problem HAD TO be caused by misuse, not normal use. They claimed I must have used a great force in plugging it in to cause the damage. That's just not true! Anything can apparently be deemed "misuse" by them. They have the liberty of just assuming that. I'd be surprised if they repaired may computers at all.
That's not even the worst of it!!! The customer service rep asked me to write a letter to explain that my problem did indeed occur under normal use. I spent the time writing one and sending it to them. I recieved a call back from a customer representative. He asked me what the problem was. I asked if he read my letter and he said NO!!! Why did I write it? Clearly they don't even really consider or investigate their cases and they certainly don't consider the customer at all!
I used my computer for two years normally and a small problem occured. Yet they refuse to fix it. I have, as a result, become very skeptical of any "warranty" and refuse to buy a GE-Zurich warranty again unless they consider the truth of my problem and I will not even consider purchasing anything from Circuit City again unless this problem is rectified.
Case # 3395965
Shane
Oklahoma City, Oklahoma
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