I purchased a Toshiba laptop computer from the Killeen TX location. I had it for a few days when I discovered that the microphone input was defective, and that it kept shutting off unexpectedly, also I had to remove the battery to shut down the computer. I returned it to the Killeen location and requested a refund, since I did not find anything else in my price range. I was then informed that there would be an open box fee, unless I purchase another item.
I feel as though the open box fee may be fair in some situations, however, when returning defective merchandise it should not be an issue. I simply returned this merchandise because it was defective and did not meet my expectations. It is absolutely ridiculous to even suggest that I pay an open box fee. Now I have Circuit City credit calling my home every night asking me to pay for something that is not even tangible.
I have called the customer service at the main office. They told me they would mail me a complaint form, so that I may file a complaint officially, which I never received. My wife and I explain to the collection people every time they call the situation, and they always call back with no knowledge of the history of this account. It seems to me your company does not care about customers at all, but only getting your money.
I want this issue resolved immediately. I want this open box fee removed my credit, and close my account. I want all these late fees and etc removed as well.
I spoke with the Killeen Store Manager, after I sent this letter, since he or no one ever responded to me, other than collections! He informed me that it is your company policy to add a open-box fee on returned equipment, and that my only choices would have been to exchange it for another of equal value or higher. I told him it was defective, and replied that it did not matter. Your Customer Cool Rep also stated that regardless of defective or not, that I had to pay the fee.
I have also written Richard Sharp, the CEO, and basically who basically apologized, and said the fee stands!
I now have your collectors calling my house and job everyday, asking for money, and I have no merchandise to show for it. My credit is destroyed; because this company is selling defective merchandise, and this is just a way make money from an innocent consumer.