We have experienced more than one time with this store location at being very dissattisfied with the customer service. The first time we purchased a laptop and the very next day returned it only to find out they wanted to charge us a restocking fee that they never told us was gonna be charged (we should have read the back of the receipt) although we did ask if we would receive a full refund within the return time if we didn't like it and were told yes by the employee.
Then on 3/11 we went back and were looking at laptops for my children who are homeschooled this year. They needed them for the computer software that was bought for their schooling. We took extra care to ask the salesman all the questions before buying to make sure the 2 computers we would be buying would be protected.
They are children and children have accidents. We wanted to make sure if we spent the $529.99 for each computer that if anything happened it was covered. We were then told if we bought the Circuit City Advantage Protection Plan Plus it would cover ANYTHING that happened to the computers except theft. He also stated that if the computer/computers couldn't be fixed there in the store that we would be given replacement / replacements of the same computer or a compatable computer off the shelf (new).
We felt comfortable and proceeded to buy 2 laptop computers at $529.99 each and the Advantage Protection Plan Plus on both computers (costing us $332.49 on each computer). We left and took the computers home feeling good about our purchase.
On 8/26 we took one of the laptops back due to it freezing and at first had to argue the fact of the protection plan because they wanted to keep it for 48 hours to run tests on it. (our plan states all work takes first priority over customers not having paid the extra.) After a few hours we finally got somewhere and the computer came back home fixed.
On 9/3 we took the other laptop back due to the mouse pad was not working. They restored it back to factory and said it was still faulty. They then told us it would take 2 weeks for us to receive that one back.By now we are extreemly dissatisfied and becoming furious.
Then they proceeded to tell us everything we were told about the protection plan was false. They DO NOT replace the computers there in the store. You have to call a phone number and make a claim. Send your computer to them and wait another month till you receive it back. (nowhere on my receipt does it state that you have to return it and wait for a replacement).
My daughter is homeschooled and can not wait a month or more to do her school work. Thats just rediculous. Why did we buy the protection plan if they will not honor it, nor would they refund us the protection plan as it does us no good. This store is very dishonest and never even gave us any information on the protection plan other than our receipt. You can't read small print when it's not given to us.
We will never purchase another item from any Circuit City and will do all our business with CompUSA. We are also interested in any class action lawsuit against Circuit City for these reasons. Dishonest companys should not be allowed to sell merchandise.
We spent $2,376.93 in that store on 3/11 all for nothing because they do not stand behind their products nor deal with their customers after they walk out the doors. Please beware and get everything in writing before you leave the store. As of now we almost want to take a notary with us when we make big purchases.
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