• Report:  #2380

Complaint Review: Circuit City - San Jose California

Reported By:
- Tempe, Arizona,
Sun, June 04, 2000

Circuit City
4080 Stevens Creek Blvd. San Jose, California, U.S.A.
(408) 296-5522
Audio & Electronics Shops
Tell us has your experience with this business or person been good? What's this?
I received a Rio500 portable mp3 player for Christmas and have been trying to make it work with a Windows NT operating system. When my wife purchased it, the package had ink marker writing on it and it was missing the instruction manual-- which obviously indicated it was used merchandise. Putting this aside, I continued to research the matter of making it work. The manufacturer e-mailed me the manual in an MS Word format and told me this device is not compatible with WinNT.

I had no choice but to return the product to the place of purchase. It was within the 30 day return policy so I did not expect any problems expecting a $292.26 refund. A rude awakening was waiting for me as Circuit City told me they would not refund the money. The mp3 player was considered a "computer device" which only has a 14 day exchange policy. This was strange since it is clearly stated "digital audio device" on the package, and Circuit City has it listed under "portable electronics" on their web page. All this and not to mention it was originally used.

My next point was that the Rio500 mp3 player is still a top-of-the-line hot item. It's not as if this is outdated, undesirable merchandise. There was only one left when my wife purchased it, and eager people were scrambling to find them in stock. The manager disagreed with my statement and implied that he was overstocked right now having five on hand, not to mention the demand is much lower. Later, strangely enough, while walking around the store, I noticed another customer was purchasing the exact same product--- a Rio500! My wife looked at the computer screen as the clerk rang up the bill and (lo-and-behold!) they only showed 1 left after that purchase. Hmmmmm.... there is still a demand and low stocking levels.

I could not believe that Circuit City expected me to keep a $300 gadget that was useless to me. The manager reluctantly offered to charge me a 15% restocking fee ($40) and give the rest to me in store credit. I took what I could get, but I still feel cheated. I have been a Circuit City customer for years and have never had a problem until now. Last year I spent nearly $1500 at their store, $1300 of which can be quickly proven to them if they check my Circuit City credit card account.

I would like to become a satisfied customer again by receiving a full refund on my credit card. I honestly do not believe this is an unfair request, under the above mentioned circumstances.

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