Circuit City Company does not honor expensive extended warranty program ripoff Knoxville Tennessee
I purchased the extended warranty program from Circuit City when I bought a HP Pavilion 7940 computer. This warranty cost $200. The salesman assured me that after the one year warranty period that was covered by HP, any problem would be taken care of by a Technician sent to my home. The receipt also is marked as "in home warranty." I now have a problem with my CD/RW. It only reads discs intermittently, lately not at all. When I called the number Circuit City provided, I was directed to another number. At the second number, after several calls, I was taken through endless manipulations by a Technician who finally declared that my warranty would not cover the problem - it was a software issue. He based this on the fact that one time the CD/RW drive was recognized in DOS, even though we had already established that it was an intermittent problem. The various Technicians that I talked to during this process contradicted each other. It seems the only goal is to keep taking you through evolutions until you give up. One Technician even told me that he thought I had a hardware problem, but he had to go through this procedure.
The last time I called, I asked to talk to a Supervisor. I was given the runaround. To get me off the phone, the Technician told me that he would have a Supervisor call me in 24 hours. This did not happen. I called again, still I could not get to talk to anyone in authority. I was given a fax number (?!) for customer service and told that someone would call me if I sent a fax. This has not happened.
It's obvious that Circuit City is selling these warranties under false pretenses and they do not plan to honor them.
Douglas
Riceville, Tennessee
U.S.A.
2 Updates & Rebuttals
Douglas
Riceville,Tennessee,
U.S.A.
Still no good ..these guys have worn me out.
#3Author of original report
Mon, January 20, 2003
I faxed them the signed report. After 4 more calls, I finally got a return call. The Rep said that the diagnostic was not valid because it was not on the right report format and letterhead. None of this was outlined up front. I asked the Rep to name any firm he would like and I would call them, he refused to give me a name. But whoever I call is not acceptable. I'm just about to give up, don't know what else to do and these guys have worn me out.
Douglas
Riceville,Tennessee,
U.S.A.
They gave me another hoop to jump through
#3Author of original report
Tue, January 14, 2003
update - I finally got another number and got a Customer Rep at GE Zurich. They gave me another hoop to jump through. I had to get a third party Technician to come to my house and verify that it's a hardware issue. I had a certified Computer Technician come to my house tonight. As soon as he heard the clicking sound the CDRW drive made, he recognized a problem with the drive motor. He put this in writing for me. He says that nineteen out of twenty times he tried the drive, it did not even spin up to initialize. It is not a software issue