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Circuit City Extended Warranty troubles

Old 01-31-03, 02:27 PM
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Join Date: Apr 2002
Location: n. cali
Posts: 271
Circuit City Extended Warranty troubles

Over a year ago I purchased a laptop from Circuit City and got talked into
the extended warranty. I was told they would simply repair the laptop for ANY damages
and if they couldnt then they would replace it.

So here I am now with a problem with my CD Burner. The drive has trouble reading
discs and will not burn discs at it's original 8x speed. I'm assuming the laser or the
mechanism that moves the laser has gone bad.

So I call the number supplied by Circuit City to have it repaired.
The support guy puts me through the standard idiot customer routine
where they ask you the simplest questions in order to determine if its a hardware
or software problem (which they wont fix). I answer them all fine. I even
went through the process of burning a simple data cd at the slowest speed possible. My drive took about 2 minutes to even recognize the disc and then after burning, wouldn't even read the disc (which worked fine in another computer).

After that he somehow determined that it was a software issue because "it burned
the disc and thats what its supposed to do." Also he said that hardware problems
are consistent and therefore since the drive only works sometimes that it must be
a software problem. He then tried to come up with stupid ways to get out of the
call by suggesting I download the Service Pack and update drivers which I had done already. He then ended the call with the strict declaration that it was a software issue.

I'm going to call back and hopefully won't get treated like a moron.
I paid a lot of money for my warranty and I intend to have it honored.

Has anyone else has had similar problems using an extended warranty with Circuit City? Should I just take my computer to a store?
entitee is offline  
Old 01-31-03, 04:42 PM
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Join Date: Jun 2002
Location: PDX
Posts: 1,055
Sony DVD Player, Three (3) Year Warranty, and a Store Director

In 2000 I purchased my second DVD player and for some reason or another bought into the idea of a free cleaning once a year with the extended warranty. But in January 2001 when I went in for my "free cleaning" I got back something that resembled a piece of scrap iron. From the time I dropped off my player till two (2) weeks later someone really played "Hulk Smash" with it.

After trying to rationally discuss this with a store director at a closer store to where I currently lived I ended up returning to the store in which it was purchased and the manager knowing who I was "took care" of the situation and I was able to upgrade my DVD player because mine had been discontinued.

It also pays to carbon copy one's complaint letter to the BBB to those at CC, because six (6) days after mailing my letter I received a phone call from a VP at CC notifying me that the Store Director from the store that gave me the most problems was relieved of his managerial duties.

The lesson to be learned is do not concern yourself with Extended Warranties, they are a waste of your time and $$$.
retihsuhnt is offline  
Old 01-31-03, 06:27 PM
DVD Talk Special Edition
Join Date: Jan 2000
Location: Lakewood,OH,USA
Posts: 1,927
Oh,yeah, I'd pass on this next time too. That said, they did replace my sony home theater system after I took it in the 4th time for the same problem. They never fixed the speaker problem. The warranty says if you take it in a 3rd time they will replace it. The 3rd time I took it in they said they would have to service it a 3rd time,then it would be replaced if a 4th time was needed. Unbelievable...anyway,the replacement has worked fine for over a year now. Incredible hassle to get it done though.
bdots48 is offline  

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