John
Bedrock,#2UPDATE Employee
Thu, August 04, 2005
Dear Seth Thanks for shopping at Circuit City we appreciate your business. For one the PAMPLET that you looked over for where it stated the exclusions, is mearly just a highlight of the warranty not in great detail. If the salesman told you that if anything were to happen to the camera it would have been covered, I would have said show me that in writing. As my mom and dad once told me many years ago if it sounds to good to be true then more that likely it is not true. If you would like me to post the exact terms and conditions for the warranty that you purchased in here than I will be more than happy to do so. Please provide me with the date of purchase and I will do just that. Hassle free. I hate that phrase because if it was truly hassle free then we would just have you think about the camera not working and out of the air someone would just show up with a replacement camera and fully charged batteries ready for you. Now that to me is hassle free. But unfortunately hassle free I agree is a term that is WAY to loosely used. Another thing when the camera went off for repair they took pictures of the damage / corrosion to the camera plus if you provide me with the case number I will look into it and see what the name of the repair facility is it would only be one of these two servicers being Precision Camera Repair and CyberTest. Another thing is last time I checked corrosion could be caused by being in a humid environment or within an environment that changes from hot to cold and then humidity so getting in and out of a car with the a/c. on can cause this as well. Electronics are funny when they quit working due to a short or corrosion on a contact they work absolutely flawless until it is shorted by the corrosion and then BAM all of a sudden not working. As I stated earlier I will place in here the terms and conditions for your contract as no matter what date purchased corrosion is not covered as this is environmental damage. I do feel sorry that you are unhappy about your purchase on the CityAdvantage Warranty. As for what is covered and what is not there is no warranty out there that is going to cover this kind of stuff. An even Dell computer that has the accidental damage warranty does not cover corrosion damage. I personally apologize for the inexcusable rudeness of the customer service member, as this should not have happened. Now I was not on the phone with you and don and cant stand behind either one of you. As normal procedure is not to keep telling the customer that we are going to hang up on you unless you are cursing at us or stating something of the I'm gonna harm you or your company kind of nature. As for a replacement there is more than likely nothing that we are going to be able to do for you. When we are unsure of whether or not something was damaged or just quit we will send it in as the service provider is our last line of fix it or deny service. If they deny service they are not going on what you tell them they are looking at the insides of the product, which speak louder than words alone. If you do not believe or agree that this is accurate then you can call and speak with tech support at 1-800-555-4615 at any time and we can speak with the liaison for the company that did the repairs and have a picture of the corrosion sent to you for verification purposes.
Seth
Rockville,#3Consumer Comment
Mon, July 11, 2005
Ok now I went to the store on saturday like suggested when I got their I spoke with the customer service clerk at the counter she stated that it should be covered and corrosion was not physical damage. So she tried to call the cityadvantage insurance place and they told her the same thing they told me that it was not covered. So she called over a manager. He also stated he does not see why its not covered and that He would photocopy the tech report and give it to the Operations Manager Elaine Ruthauski. He stated I should call her on Monday. On Monday I went into the store instead of calling, she was extremly rude to me, called me a liar and stated it was physical damage and their is no way the sales associate told me it would cover anything, she stated she knows him well and he was with the company for 12 years. She told me their is nothing she stated the only thing she could do for me is request a refund for the cityadvantage insurance plan. That does me no good because the Camera I purchased I would have never normally purchased but the salesperson convinced me into purchasing it with the plan because it was a better camera and it would be protected for 5 years, and if anything occurred I would get a new camera or a gift card for the purchase price. I have never been treated so awful before. I have spent hours on the phone and drove all over the place for this and to this day not one associate has been helpful, they all just shut me down or give me the run around.
OMeSSiaHo
York,#4UPDATE Employee
Mon, July 04, 2005
Since you got your camera back take it to the store. The service centers can be a total pain in the a*s sometimes. If you didnt damage it (chances are you didnt and a good Tech manager can usually tell) they will help. Just bring in everything you got back from the service center including the claim number. Just be cool and tell them your story. It also helps to not demand too much.