Complaint / review text:
This is the letter I've been plastering Circit City inboxes with. Also posted it on MySpace, Freewebs, eBay and wrote the AG of my state.
I am writing to let you know of my experience with Circuit City.
On 1/19/08 I bought a Gateway QuadCore computer tower as well as an hemi HP 24" Monitor, top of the line computer web cam, several computer programs... I spent almost $2,000. I also spent that night in tears, as the tower was totally unresponsive to me.
The next day I went back to Circuit City and the guys behind the counter told me to go have lunch and that they'd check the computer out. When I got back they apologized to me. They told me that this tower had never been 'set up at the factory' before being sent to them. I was offered a different tower.in fact, they said it was the last one in the store.
I took it home, hooked it up and it worked for about a month before it developed the nasty habit of turning off whenever it felt like it. I dealt with it for a week or so... Trying to adjust 'sleep' settings and monitor settings... Trying to fix the problem. I called Circuit City number on my register receipt and was told they'd notate my situation, but that I would have to call Gateway.
I called 'Tech support' at Gateway and the woman suggested I restore the computer to an earlier time... A time before it turned itself off. I asked her if doing a restore point was wise, as my initial problem is that the tower turns itself off. What if it turns off in the middle of this process? She replied not to worry, it won't do that. Then it did. Now I had a useless piece of metal.
They sent me a box and I sent my computer in. The same woman that ran the restore point told the repair people that it turns itself off every 15 minutes. I never told her that. I said it could be 5,15 or an hour... It turns off randomly. The repair people tested it for 20 minutes, it didn't turn off and they sent it back to me.
It is still broken when I get it back.
DHL sent another box for me to return the machine but left it in a puddle to freeze to the ground. I had them remove the box, but no one ever sent another!
I called the phone number on my circuit city register tab. They were very nice and said they were sorry I'd encountered so much trouble with my purchase. I was told to bundle the machine back into the box and take it into the store. The tech lady at Circuit City (on the telephone) told me that it was within the store manager's power to give me a new tower since I'd had so much trouble. She said that it was within his power to help me even though it was past 14 days.
However when I went to the Circuit City store where I'd bought the tower, the manager wasn't there that day and I spoke with the Assistant Manager who told me after about an hour of him going into the back room to call the manager (we think) and coming back to speak with us... That he would indeed replace my tower. Then he told me that I would lose the 4 year service plan I had purchased. I would lose this in lieu of the replacement tower. I told him that the woman on the phone from Circuit City said it was within his power to replace my tower and that he would pro-rate my 4 year policy for the TWO monthes that I'd owned the tower already. He just smiled and said he wasn't doing that for me.
I am waiting on a box from Gateway AGAIN since the staff at your Circuit City store seem to not care about how they treat me. They said I'd get my box by the beginning of next week. I am at their mercy because the staff at Circuit City isn't happy with simply selling me a lemon tower... They want another $250 for a warranty I've already paid for in order to replace my tower.
I have never been treated this rudely after spending that much money. I have never been treated this rudely after spending $1 in a shop.
I bought this computer 1/19/08 and had the use of it for almost 5 weeks. Now it is 3/20 and I've been without the use of the computer for as long as I got to use it. Half of my 'warranty' has been spent owning a tower that does not work, yet the staff of Circuit City feels that I still need further punishment.
I asked the fellow, the assistant manager: What did I ever do do you to deserve this treatment?
I ask you all this same question although I think I know the answer... The thing that I did wrong was to shop at Circuit City. I didn't feel this way until today. The day after Your South Portland store's assistant manager told me I'd have to pay $250 in order to exchange a broken tower he sold me for a tower that works.
Just wanted you to know what goes on in your stores.
old orchard beach, Maine