Another Citcuit City Warranty Rip-Off
I received terrible extended warranty service for my newly purchased Toshiba Laptop. I decided to do a quick search on the internet and found this site. It looks like this will probably only be the beginning of my problems judging by all the posts here.
I dropped off my laptop because it had a dead mouse button. I received an automated message 2 weeks later that the work was completed. Considering Circuit City was 2 hours away, I called them to make sure everything was repaired as I had requested. I was concerned because no replacement parts were ordered.
I spoke directly with the person who did the repairs, and he said "There was dirt around the mouse button, your laptop was able to be repaired without replacement parts." Happy with this explanation I embarked on the long road trip to pick up my laptop. En route I called the store, and they informed me that the laptop was at the service center, which was another 45 minutes away from the Circuit City store.
I drove 3 hours away to the Circuit City "service center" with the directions given to me by a customer service rep. Reaching my destination 3 hours later, I was told that the laptop was not in fact at the "service center", and that I needed to backtrack another 45 minutes to the store. So, after this 1.5 hour of wasted time, I was a bit miffed, but still took consolation in the fact that I would have a repaired laptop.
Upon reaching the store, I found the mouse button in the exact same condition as when I dropped it off.
Phone time with service reps: 00:30
Driving time to purchase laptop: 3:00
Driving time to bring in the laptop for warranty service: 3:00
Driving time to return to Circuit City to pickup the laptop: 3:00
Driving time to go to the "service center": :45
Driving time from the service center back to the store: :45
Driving time to go back home with the broken laptop: 3:00
Time waiting to get my broken laptop back: 2 weeks
After buying a laptop with an extended warranty service, the only thing I get is to drive for 13 hours and 30 minutes. Effectively, an entire day of my life, and gas and wear costs for my car.
Thanks Circuit City!
2 Updates & Rebuttals
Kurpol
Dallas,Texas,
Extended Warranty?
#3UPDATE Employee
Thu, March 14, 2002
I would like to make one thing clear in regards to the above complaint. Your service was not done under extended warranty. Curciut City did you a favor by taking the laptop in and repairing it. Your extended warranty is with another company. Sure CC screwed the whole repair/customer service thing up here. This has now been changed. Not all but the majority of the CC stores will not take a customers computer in for the obvious reasons:
1)You have a warranty which was paid for as well as a phone number for means of contact
2)CC screws up the whole repair process
3)CC's customer service is worthless unless you are there to spend money
CURCUIT CITY IS RESPONSIBLE FOR THIS ISSUE NOT THE EXTENDED WARRANTY COMPANY!
Kurpol
Dallas,Texas,
Extended Warranty?
#3UPDATE Employee
Thu, March 14, 2002
I would like to make one thing clear in regards to the above complaint. Your service was not done under extended warranty. Circiut City did you a favor by taking the laptop in and repairing it. Your extended warranty is with another company. Sure CC screwed the whole repair/customer service thing up here. This has now been changed. Not all but the majority of the CC stores will not take a customers computer in for the obvious reasons:
1)You have a warranty which was paid for as well as a phone number for means of contact
2)CC screws up the whole repair process
3)CC's customer service is worthless unless you are there to spend money
CIRCUIT CITY IS RESPONSIBLE FOR THIS ISSUE NOT THE EXTENDED WARRANTY COMPANY!