Complaint Review: Circuit City

On October 6, 2000 my boyfriend and I walked into Circuit City looking for a basic laptop for writing documents and surfing the web. The sales representative seemed extremely knowledgeable of each brand and capabilities of the hardware system. We were looking to purchase a simple system, but the sales representative convinced us to purchase a newer model, more powerful and expensive system. He explained that the coverage that their extended warranty provided would clearly allow us to have a top of the line computer even after 4 years. The following explains his rationale:

Circuit City's Extended Warranty is hassle free. If you have any problems with your computer you just bring it into any of our stores and we'll take care of it. No hassles or worries about sending your computer away. Just bring it to us, and we'll take care of any problems. Without the warranty you'll be paying hundreds just to have a technician look at your laptop. We are confident in our warranty. We offer lower priced extended warranty (showing us a sheet comparing Circuit City warranty to CompUSA's) with more coverage. CompUSA requires you to mail the computer to a service center and only covers hardware. We cover everything. And the best part, if your computer cannot be fixed and we no longer sell your model we will exchange your laptop with the model we carry. Which of course would be a newer model than yours.'

Excited about the deal my boyfriend and I purchased the Compaq 17XL360 for $2099.99 and a 3-yr. extended warranty for an additional $369.99. After the transaction I asked the sales person for a copy of the warranty and comparison sheet. The sales person indicated that everything was computerized and as part of the hassle-free purchase Circuit City maintains electronic copies of the agreement and there is no documents to hold onto or file. Just bring your laptop in, give us your phone number and we have all the information,' he responded.

Now, 14 months later we have a problem with a faulty screw. The left-side monitor is separating from the fixture. The screw is beginning to come out. In addition, on numerous occasions the computer has froze or crashed. I spoke to a friend who studies computers and she stated that Compaq has a history of problems with their motherboard.

We brought the laptop into Circuit City and spoke to the service center. The representative indicated that we would have to call an 800 number to mail the laptop to a service center. I stood in awe thinking, That's strange. The sales representative said they would take care of everything in the store. Once mentioned, the sales representative offered that we leave the laptop at the store and a technician could take a look at it. A few days later we received a phone call stating our extended warranty had kicked in and we would have to mail the laptop out to a service center.

I faxed FAX Cover Sheet & Letter

To: G.E. Consumer Relations Department FAX: (888)342-6641
From: S S T FAX (949)xxx-xxxx
Number of Pages: 1 of 2 February 22, 2002

Re: Circuit City Laptop Three Year Extended Warranty (Incident # 3234491)

To Whom It May Concern:

On October 6, 2000 my boyfriend and I walked into Circuit City looking for a basic laptop for writing documents and surfing the web. The sales representative seemed extremely knowledgeable of each brand and capabilities of the hardware system. We were looking to purchase a simple system, but the sales representative convinced us to purchase a newer model, more powerful and expensive system. He explained that the coverage that their extended warranty provided would clearly allow us to have a top of the line computer even after 4 years. The following explains his rationale:

Circuit City's Extended Warranty is hassle free. If you have any problems with your computer you just bring it into any of our stores and we'll take care of it. No hassles or worries about sending your computer away. Just bring it to us, and we'll take care of any problems. Without the warranty you'll be paying hundreds just to have a technician look at your laptop. We are confident in our warranty. We offer lower priced extended warranty (showing us a sheet comparing Circuit City warranty to CompUSA's) with more coverage. CompUSA requires you to mail the computer to a service center and only covers hardware. We cover everything. And the best part, if your computer cannot be fixed and we no longer sell your model we will exchange your laptop with the model we carry. Which of course would be a newer model than yours.'

Excited about the deal my boyfriend and I purchased the Compaq 17XL360 for $2099.99 and a 3-yr. extended warranty for an additional $369.99. After the transaction I asked the sales person for a copy of the warranty and comparison sheet. The sales person indicated that everything was computerized and as part of the hassle-free purchase Circuit City maintains electronic copies of the agreement and there is no documents to hold onto or file. Just bring your laptop in, give us your phone number and we have all the information,' he responded.

Now, 14 months later we have a problem with a faulty screw. The left-side monitor is separating from the fixture. The screw is beginning to come out. In addition, on numerous occasions the computer has froze or crashed. I spoke to a friend who studies computers and she stated that Compaq has a history of problems with their motherboard.

We brought the laptop into Circuit City and spoke to the service center. The representative indicated that we would have to call an 800 number to mail the laptop to a service center. I stood in awe thinking, That's strange. The sales representative said they would take care of everything in the store. Once mentioned, the sales representative offered that we leave the laptop at the store and a technician could take a look at it. A few days later we received a phone call stating our extended warranty had kicked in and we would have to mail the laptop out to a service center.

I faxed on Friday and received a phone call early Tuesday. The representative was extremely helpful and apologetic, but was clear that the contract only covered hardware. Not clear about the warranty coverage I asked many questions. This conversation lead to my understanding that I should have received a hard copy of the CSP and the sales representative misrepresented the warranty.

I called Circuit City Corp. to discuss the situation: Representative stated, "They (GE Warranty) will cover normal wear & tear & if the computer is acting up, if any pieces are broken & moving around they will not cover." I questioned the normal wear & tear coverage and she repeated herself. I asked her to document our conversation and fax it to me. But she declined for legal reasons.

I then spoke with the Operational Mgr of store from which we purchased laptop & CSP: After explaining our situation she stated, "They cover wear and tear. I don't know whey they cannot cover it (loose screws) they used to. They are always changing their policy and what they cover."

After being told Circuit City nor GE Warranty would take responsibility for sales representatives misrepresentation my boyfriend took the computer to a certified Compaq Technician to have the laptop fixed. The technician replaced a frame stiffener and screws, which amounted to $4.95 in parts plus labor.

I am now in the process of trying to get a full refund for the warranty.

Sally
Rego Park, New York

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