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  • Report:  #2779

Complaint Review: Circut City - Stockton California

Reported By:
-
Submitted:
Sat, July 29, 2000
Updated:
Fri, August 16, 2002

Circut City
4994 Claremont Ave. Stockton, 95207 California, U.S.A.
Phone:
209-473-8800
Web:
N/A
Categories:
Audio & Electronic Retail Stores

I'll tell you the whole story, exactly as it happened. I bought the cd changer a few months ago. at the time, it was an open box buy. i was a little hesitant to buy it open box but the salesperson told me about the ESP. His exact words were "if this changer breaks and has to be fixed more than three times, you will get a new one." it also says this one the paper he gave me. Anyways, i got the changer put in, and it broke within a hour of getting it put in. I was needless to say a bit pissed about that, but i took it in and circut city said they would fix it, no problem. it took about a week and i got it back, had it put in my car again and once again, it broke in the first couple of hours, having the same problem. now i was losing patience but they said they would send it in again. at this, the lady who helped me again said "don't forget, if it happens again, you a get a new one free" i got it back for the third time and the same thing happened. i took it back expecting to get my new one and they said they couldn't give me one. i talked to the manager and he kept telling me i couldn't get one because i didnt pay full price for the one i had, even though that is exactly what it said in the ESP terms. I was very mad at this point and asked to talk to someone higher, which he said there was no one and to talk to the corporate offices and after staying hold for more than a hour and a half, i finally talked to a supervisor and she said they would talk to the store manager and get back to me today. well, no surprise but they never called so i went into the store and talked to the manager myself, and he gave the same bullshit. the HUGE problem i have is that no where did it say that the exchange had to be of equal value. even the store manager couldn't show me where it said that. the problem i have now is that i got so fed up, i just took my money back, which is not what i wanted to do. if i wanted my money back, i wouldnt have bought the changer in the first place. what makes me the most pissed off is that they told me everything i wanted to hear when i was buying it but when it came to following through, they wouldn't do it. as far as i'm concerned, i wont buy anything from them again and i will tell everyone i know not to either.



7 Updates & Rebuttals

Jim

Florence,
Kentucky,
Circuit City

#2Consumer Comment

Fri, August 16, 2002

I had the same problem with them when I bought my HP computer from them on an "open box" special. When I got it home, it didn't work, as there was some store-program that prevented it from booting. I took it back, and they deleted that program, but when I got it home, there wre a number of programs that still didn't run, or had been uninstalled before I got it. When I took it back a second time, the salesperson said "Well, it WAS an open box special. As far as we're (Circuit City) is concerned, you bought it "as is." I just about went ballistic! I told him that I bought it with the understanding that it had only been USED, not DAMAGED, in their store. I also informed them that the speakers and some of the documentation was missing, but they refused to help, to look for the missing items, or to have their service department look at the computer. In desperation, I called H-P. Fortunately, they wre VERY good about service, sent me a box with pre-paid shipping to return it to them. They fixed it (bad hard drive) and had it back on my porch in just over a week. Personally, in the future, if I need a USED piece of equipment, I'll go to the flea-market. If I want a BROKEN piece of equipment, I'll go to the Salvation Army. If I want NEW equipment at a reasonable price, I might as well go mail order or E-Bay. The ONLY way I'LL ever go back into a Circuit City store is if there's a full-blown riot going on...


Jim

Florence,
Kentucky,
Circuit City

#3Consumer Comment

Fri, August 16, 2002

I had the same problem with them when I bought my HP computer from them on an "open box" special. When I got it home, it didn't work, as there was some store-program that prevented it from booting. I took it back, and they deleted that program, but when I got it home, there wre a number of programs that still didn't run, or had been uninstalled before I got it. When I took it back a second time, the salesperson said "Well, it WAS an open box special. As far as we're (Circuit City) is concerned, you bought it "as is." I just about went ballistic! I told him that I bought it with the understanding that it had only been USED, not DAMAGED, in their store. I also informed them that the speakers and some of the documentation was missing, but they refused to help, to look for the missing items, or to have their service department look at the computer. In desperation, I called H-P. Fortunately, they wre VERY good about service, sent me a box with pre-paid shipping to return it to them. They fixed it (bad hard drive) and had it back on my porch in just over a week. Personally, in the future, if I need a USED piece of equipment, I'll go to the flea-market. If I want a BROKEN piece of equipment, I'll go to the Salvation Army. If I want NEW equipment at a reasonable price, I might as well go mail order or E-Bay. The ONLY way I'LL ever go back into a Circuit City store is if there's a full-blown riot going on...


Jim

Florence,
Kentucky,
Circuit City

#4Consumer Comment

Fri, August 16, 2002

I had the same problem with them when I bought my HP computer from them on an "open box" special. When I got it home, it didn't work, as there was some store-program that prevented it from booting. I took it back, and they deleted that program, but when I got it home, there wre a number of programs that still didn't run, or had been uninstalled before I got it. When I took it back a second time, the salesperson said "Well, it WAS an open box special. As far as we're (Circuit City) is concerned, you bought it "as is." I just about went ballistic! I told him that I bought it with the understanding that it had only been USED, not DAMAGED, in their store. I also informed them that the speakers and some of the documentation was missing, but they refused to help, to look for the missing items, or to have their service department look at the computer. In desperation, I called H-P. Fortunately, they wre VERY good about service, sent me a box with pre-paid shipping to return it to them. They fixed it (bad hard drive) and had it back on my porch in just over a week. Personally, in the future, if I need a USED piece of equipment, I'll go to the flea-market. If I want a BROKEN piece of equipment, I'll go to the Salvation Army. If I want NEW equipment at a reasonable price, I might as well go mail order or E-Bay. The ONLY way I'LL ever go back into a Circuit City store is if there's a full-blown riot going on...


Jim

Florence,
Kentucky,
Circuit City

#5Consumer Comment

Fri, August 16, 2002

I had the same problem with them when I bought my HP computer from them on an "open box" special. When I got it home, it didn't work, as there was some store-program that prevented it from booting. I took it back, and they deleted that program, but when I got it home, there wre a number of programs that still didn't run, or had been uninstalled before I got it. When I took it back a second time, the salesperson said "Well, it WAS an open box special. As far as we're (Circuit City) is concerned, you bought it "as is." I just about went ballistic! I told him that I bought it with the understanding that it had only been USED, not DAMAGED, in their store. I also informed them that the speakers and some of the documentation was missing, but they refused to help, to look for the missing items, or to have their service department look at the computer. In desperation, I called H-P. Fortunately, they wre VERY good about service, sent me a box with pre-paid shipping to return it to them. They fixed it (bad hard drive) and had it back on my porch in just over a week. Personally, in the future, if I need a USED piece of equipment, I'll go to the flea-market. If I want a BROKEN piece of equipment, I'll go to the Salvation Army. If I want NEW equipment at a reasonable price, I might as well go mail order or E-Bay. The ONLY way I'LL ever go back into a Circuit City store is if there's a full-blown riot going on...


Steve

Pomona,
California,
What he did was right

#6Consumer Comment

Sun, August 11, 2002

s- memphis of Tenessee, explain your comment. What's wrong his taking in the product to get it fixed 3 times? It was all backed up by the warranty. It doesn't cost anything except his mental anguish and precious time. Circuit City is bound by the Extended Service Plan(esp) paid for by him to fix the product and replace with another after it has been fixed 3 times. What would you do if it had happened to you? don't take it back after it's broken? Then what's the point of buying the esp in the first place?


s

memphis,
Tennessee,
if its broken, go elsewhere

#7Consumer Suggestion

Mon, August 05, 2002

if your dumb enough to go back three times, you deserve what you get.


Jon

Apple Valley,
Minnesota,
ESP not a rip off!

#8UPDATE Employee

Sun, May 12, 2002

I am just an ordianary employee at Circuit City and I am going to defend Circuit City's ESP plan that the consumer bought because I honestly think it is a good deal. The mix up in this whole inncedent was obviously one between him and the sales counsler. The obvious area of dispute was whether or not the Performance Guarantee would replace an open box item that the customer bought at a price that may have been marked down as much as 40% (I don't know how much the cd-changer was marked down), and simply replace it with a brand new item. Now the problem could have been with the sales person, he may have accidentally led the customer to believe that he actually would recieve a brand-new one. Most likely though, the problem was with the interpretations. When the employee said a "brandnew" one I'm sure he assumed that the customer would just KNOW that he wasn't going to make 40% profit and get a brand new changer in place of the one he was buying at a highly discounted price. To most customers it would be obvious that the replacement would be of equal value of the one he bought. If we have to fix it 3 times we are going to give you a new one, a new one like the one you bought, not a new one that cost a lot more money. Still, I can understand how this gray area with open box performance garantees could be misleading, and often times there isn't a replacement of equal value for the open box. Still, I think it was very reasonable for the store to give him a complete refund and apologize. When looking over issues with Circuit City's Performance Garantee there are very few inccedents, and it is regarded as one of the most effect service plans in the industry.

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