To whomever it may concern,
I have been having a endless battle with Circuit City and their Warranty department, talking with managers, supervisors, and employees, all who make false promises and lie without a second thought. From the moment my laptop was covered by Circuit City's Advantage Plan (almost four years ago), I have been given the go around. Not only do they disregard the warranty contract, they also falsely advertise and misinform customers. As a last resort to resolve this issue I have decided to contact BBB because my warranty is up in approximately 2 months (August).
Starting in 2004 when I was purchasing my laptop the clerk at the Circuit City Store in Yonkers NY suggested that I should buy their Advantage Protection plan to ensure that my laptop could be serviced without hassle especially since I was a college student.in addition, he went over the warranty with my parents and myself, emphasizing that although they cannot cover accidental damage such as drops they would cover any defects or problems arising with the hardware including the screen. This was an instant seller for my parents who decided that it would be worth the $400.00 charge.
Approximately a year after purchasing the laptop the problems started. First the motherboard had to be replaced, and then battery and the AC adapter were replaced numerous times. But my laptop was never the same. I experienced numerous "fatal system errors" causing me to send my laptop away numerous times, leaving me without a computer for over two semesters. They also would inconvenience me by transferring me from representative to representative only to drop my call. They would send the laptop to my school address knowing that this was not the designated shipping address causing problems when I had to pick it up. But my Biggest issue with CC happened this past year and half causing me to purchase a new laptop after I could no longer perform my schoolwork properly and in a timely manner without a computer.
I had sent my laptop in because the hinge holding the screen in place was becoming loose, two keys fell off (the F7 and D), and my CD/DVD drive was malfunctioning.
Upon return of the laptop from the repair service there was a crack in the plastic surrounding the screen causing it to become compromised.in addition to the crack there was a large pressure spot in the middle upper half of the screen and the keyboard was full of crumbs.
So I decided to call Circuit City and complain about the damage that was caused to my laptop. The customer service representative was more than understanding and said to send in my laptop, stating that the keyboard cannot be replaced because it is not structural damage but the plastic surrounding the screen can be replaced.
After sending in and receiving my laptop I was shocked to see that the keyboard had been replaced, which they said was a courtesy, and the screen was in worse shape. The plastic had visibly separated from the screen and when it was booted up the display had vertical blue lines indicating damage to the LCD.
Now, when I called CC again they said to send in the laptop so it can be fixed, and yet again upon return the laptop was damaged now beyond repair. My laptop no longer works. It shows no signs of the processor starting up and the screen does not turn on. The only thing that works is the light showing that there is power to it.
My contract is almost up and for the past few months CC has been evading phone calls and transferring me from supervisor to supervisor. At one point I was told that they would resolve the issue and call me within the week. It has been five months now and I have been left with a useless laptop. Not to provide me with the repair service that I have until August goes against the contract that I had signed almost four years ago.in addition stalling the repair until the end of contract that I had paid for goes against their �hassle free policy� and good business practices.cc has been rude, misleading, and wasted countless hours of my life with this issue. They do not repair what they have to repair and just waste your time until the contract elapses.
If more details are needed about my case are needed I am willing to help in any way I can.
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