GE-Zurich Warranty Management and Circuit City CPSGE-Zurich Warranty Management and Circuit City CSP / GE-Zurich warranty scam. Won't fix my computer! They admittedly never even read the letter I sent to them! Don't buy! Dallas Texas
I purchased, at the persistent reccommendation of a Circuit City representative, a four year GE-Zurich warranty for my laptop computer in July 2000. I paid a large sum of money for it I am too embarrassed to reveal, given what happened. I was convinced that any problem my computer had would be fixed as long as it was within normal use. The "normal use" part seemed, and still does seem, reasonable to me until I learned the true intent of the phrase.
The problem I had was the power cord would no longer plug into the back of the computer. A friend informed me that a small plastic piece became loose in the computer which kept the cord from plugging in. This problem definatley occured under normal use. After two years I can imagine small, possibly defective, pieces becoming worn, even under normal use.
However, GE-Zurich returned my computer to me after I shipped it to them saying it was outside the contract. The contract I have does not indicate that my problem is not covered. After calling customer service I was informed that the problem HAD TO be caused by misuse, not normal use. They claimed I must have used a great force in plugging it in to cause the damage. That's just not true! Anything can apparently be deemed "misuse" by them. They have the liberty of just assuming that. I'd be surprised if they repaired may computers at all.
That's not even the worst of it!!! The customer service rep asked me to write a letter to explain that my problem did indeed occur under normal use. I spent the time writing one and sending it to them. I recieved a call back from a customer representative. He asked me what the problem was. I asked if he read my letter and he said NO!!! Why did I write it? Clearly they don't even really consider or investigate their cases and they certainly don't consider the customer at all!
I used my computer for two years normally and a small problem occured. Yet they refuse to fix it. I have, as a result, become very skeptical of any "warranty" and refuse to buy a GE-Zurich warranty again unless they consider the truth of my problem and I will not even consider purchasing anything from Circuit City again unless this problem is rectified.
Case # 3395965
Shane
Oklahoma City, Oklahoma
3 Updates & Rebuttals
Craig
Grayslake,Illinois,
Power Adapter Plug Broken
#4UPDATE EX-employee responds
Sat, October 19, 2002
Let me preface my remarks by saying I do not agree with the GE refusal to repair this problem.
But as a past employee, I had to use the following Lie in order to substantiate why I could not get this part approved for repair.
GE's mode of thinking is that the adapter on your laptop must have been loose and you continued to use it that way until it finally became broken off entirely or simply non-functional.
The difference is that if loose the repair is done with a little solder (which eventually will result in the same problem again). Once broken off entirely, the Motherboard needs to be replaced. Loose is covered and completely unattached is not.
Regardless of which senerio fits your situation, it was always my opinion that this is Hardware related and "should" be a covered item.
Unfortunately, the Misuse/Abuse clause is a "catch-all" for things that are too expensive to repair, or could not be replaced with a refurbished item.
Although I think hinges are listed as a non-covered item, anything that is used on a constant basis has the ability to wear out. Hinges CAN loose their "spring" action under normal use!
As for the employee that does not have the gumption to sign his name and prefers to remain anonymous, hasn't GE circulated an E-mail instructing you and other active employees not to respond in this forum? If you feel so strongly about your convictions, at least sign your name!
GIVE ME A BREAK! Like the customer says, rubber feet attached by glue that have come off is not caused by Misuse! Also, although not associated with this customer's complaint, tell me what misuse and abuse causes a CMOS battery to wear out. That is not covered either and it is definately Hardware! When I first started at GE it was covered, but then when they found out that each service call was costing $40 to install a $5 battery, they added that to the NOT COVERED list!
What makes it OK to change the "covered items" in the middle of the contract?!
Until GE puts the customer first and quits looking for excuses to NOT repair something, these problems will continue.
Not Misuse!
#40
Mon, October 14, 2002
You are right, there are two sides, but only one is right!
I don't know what they were talking about hinge covers being broken. I'm not exactly sure what they are reffering to, but if they are what I think they are reffering to, they are not broken.
There is not anything broken but the tilt stands and the obvious problem I described in my complaint
The four rubber feet missing -- give me a break, they are four very small pieces of rubber stuck to the bottom of the computer with some cheap glue. Anytime I've ever seen something with similar 'feet' on them, they've always fallen off of it. The tilt stands are missing. As with any other cheap peices of plastic, they wore out and broke off. I used them all the time and over two years, the weight eventually wore them out. I guess using them to tilt the computer was wrong, even though that was what they were designed to do. Go figure.
I tell you There was no misuse resulted in my computers problem. That is just a very lame cop out.
Anonymous
Anonymous,Texas,
There are 2 sides to every story!
#4UPDATE Employee
Thu, August 08, 2002
There are 2 sides to every story!
What this customer does NOT tell you is that there are evident signs of abuse. The tech looked over the laptop, saw abuse, and told the company this:
BOTH HINGE COVERS BROKEN
MISSING 4 RUBBER FEET
MISSING BOTH TILT STANDS
I'm sorry Shane, but hinge covers do not break with 'normal use'.