midnight
  • Report: #354170

Complaint Review: Circuit City--City Assure

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Tue, July 22, 2008
  • Updated: Fri, September 05, 2008

  • Reported By:Boscobel Wisconsin
Circuit City--City Assure
.cityassure.com FT. Worth, Texas U.S.A.

Circuit City--City Assure Refusal to return hard drive from laptop sent in for repair DalFT. Worth Texas

*Consumer Suggestion: In the future...

*Consumer Suggestion: In the future...

*Consumer Suggestion: In the future...

*Consumer Suggestion: In the future...

*Consumer Comment: Nope

*UPDATE Employee: Loss of your hard drive

*Consumer Suggestion: De-Gause Hard Drive

*Consumer Comment: This is why I don't do online banking.

*Consumer Comment: Feel for you, but what were you thinking?

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

I bought a Tosiba laptop from Circuit City in Madison, Wisconsin with the extended warrenty.

When I had a problem with liquid damage and sticky keys I took it back to the store where I bought it and was told that they do not do repairs at the store and the laptop needed to be sent in to their repair facility. Was told that if I left it at the store it would be 2 to 3 weeks before they would send it in. If I needed it faster I would have to call there repair center at (800-555-4615). Called the number and had to talk to a supervisor to get them to take it in for repair. Recieved a incident number (11748929).

At the time of call I asked if I could keep the hard drive because it had programs on that could not be replaced. Was told that they would not take the laptop without the hard drive. I am still not sure why they would need the hard drive to clean the unit. At this time I asked them to notify me of the repair progress because if there was a problem I needed the hard drive back.

City assure sent me a FedEx box to sent the laptop back to them in. The paper work asked for any passwords that they would need to access the laptop programs. I sent the laptop in on 7/14/2008 FedEx tracking number (9663 2358 5180)

I was notified on 7/15/2008 that they had recieved the laptop and would keep me informed of the progress. Recieved another E-mail on 7/15/2008 in the afternoon that the laptop was in the process of being repaired.

On 7/17/2008 was sent an E-mail to inform me that the repair was complete and the laptop was being sent back to me.

On 7/17/2008 in the afternoon I was sent another E-mail that again said the laptop was repaired and was sent back to me. This E-mail had the UPS tracking number link with it.

When the laptop did not arrive by 7/22/2008 I accessed the tracking number and found that the package was delivered to a residence in Grapevine, TX.

I called City assure and asked why the tracking number that I recieved showed delivery to Grapevine, TX. I was then informed that they could not repair the unit and it went to salvage and someone would contact me with an offer of a comparable unit with the same specifacations. I then asked if I would get the same model of laptop. Was informed that they did not have to give me the same make or model just one that had the same hardware specifications. I then recieved a new incident number (11804672). I then requested to talk to a supervisor to try to resolve the hard drive problem.

I asked the supervisor why I was informed that the laptop was repaired and was being sent back when in actuality it was not. Was told that the E-mails didn't mean anything they were just computer generated form letters.

I then asked if I could get my hard drive back. Was told "Your laptop was sent to salvage." Asked where it was sent so I could call them and maybe recover my hard drive from there. Was told "We will not give you that information. Your laptop was sent to salvage." I asked what they sent to Grapevine TX because the package weight was only 1 lb about the weight of a hard drive alone. Was told "We will not give you that information. Your laptop was sent to salvage." I then told the supervisor that I would pay for the return of the hard drive all I needed was where it was sent. Was told "We will not give you that information. Your laptop was sent to salvage."

Since City assure will not tell me what happened to my laptop I do not know if the package sent to a Grapevine, TX residence was my hard drive or not.
I also don't know if my hard drive is being recovered and my banking, password, and account information is being used by someone else. I cannot believe that there would be a problem sending my hard drive back to me if I agreed to pay the shiping.

Weldon
Boscobel, Wisconsin
U.S.A.

Click here to read other Rip Off Reports on Circuit City

This report was posted on Ripoff Report on 07/22/2008 10:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/Circuit-City-City-Assure/FT-Worth-Texas/Circuit-City-City-Assure-Refusal-to-return-hard-drive-from-laptop-sent-in-for-repair-DalF-354170. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Circuit City--City Assure

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 9Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

In the future...

AUTHOR: Robert - (U.S.A.)

Unfortunate.

In the future, use a competent, independant, local, computer service for your pc issues. At least that way, you know who you're dealing with (the person doing the repairs) and if the unit cannot be repaired, you'll get YOUR PROPERTY returned to you.

About the software you had. In many cases, if you can prove the software was legitimately PURCHASED, the software CAN be replaced. Even software that was purchased and downloaded from the internet can be replaced. Many software vendors will work with you to replace downloaded software (free of charge) under such circumstances; especially in your case where you can prove the computer was sent for repair and then graciously disposed of instead of returned to you by the repair facility

I have successfully had software vendors provide replacement license keys, software downloads, etc., in similar situations. The legitimate software vendors will work with you to help replace the programs you lost. IF they programs were old and/or no longer published (software company out of business) you may be out of luck.

Good luck.
Respond to this report!
What's this?

#2 Consumer Suggestion

In the future...

AUTHOR: Robert - (U.S.A.)

Unfortunate.

In the future, use a competent, independant, local, computer service for your pc issues. At least that way, you know who you're dealing with (the person doing the repairs) and if the unit cannot be repaired, you'll get YOUR PROPERTY returned to you.

About the software you had. In many cases, if you can prove the software was legitimately PURCHASED, the software CAN be replaced. Even software that was purchased and downloaded from the internet can be replaced. Many software vendors will work with you to replace downloaded software (free of charge) under such circumstances; especially in your case where you can prove the computer was sent for repair and then graciously disposed of instead of returned to you by the repair facility

I have successfully had software vendors provide replacement license keys, software downloads, etc., in similar situations. The legitimate software vendors will work with you to help replace the programs you lost. IF they programs were old and/or no longer published (software company out of business) you may be out of luck.

Good luck.
Respond to this report!
What's this?

#3 Consumer Suggestion

In the future...

AUTHOR: Robert - (U.S.A.)

Unfortunate.

In the future, use a competent, independant, local, computer service for your pc issues. At least that way, you know who you're dealing with (the person doing the repairs) and if the unit cannot be repaired, you'll get YOUR PROPERTY returned to you.

About the software you had. In many cases, if you can prove the software was legitimately PURCHASED, the software CAN be replaced. Even software that was purchased and downloaded from the internet can be replaced. Many software vendors will work with you to replace downloaded software (free of charge) under such circumstances; especially in your case where you can prove the computer was sent for repair and then graciously disposed of instead of returned to you by the repair facility

I have successfully had software vendors provide replacement license keys, software downloads, etc., in similar situations. The legitimate software vendors will work with you to help replace the programs you lost. IF they programs were old and/or no longer published (software company out of business) you may be out of luck.

Good luck.
Respond to this report!
What's this?

#4 Consumer Suggestion

In the future...

AUTHOR: Robert - (U.S.A.)

Unfortunate.

In the future, use a competent, independant, local, computer service for your pc issues. At least that way, you know who you're dealing with (the person doing the repairs) and if the unit cannot be repaired, you'll get YOUR PROPERTY returned to you.

About the software you had. In many cases, if you can prove the software was legitimately PURCHASED, the software CAN be replaced. Even software that was purchased and downloaded from the internet can be replaced. Many software vendors will work with you to replace downloaded software (free of charge) under such circumstances; especially in your case where you can prove the computer was sent for repair and then graciously disposed of instead of returned to you by the repair facility

I have successfully had software vendors provide replacement license keys, software downloads, etc., in similar situations. The legitimate software vendors will work with you to help replace the programs you lost. IF they programs were old and/or no longer published (software company out of business) you may be out of luck.

Good luck.
Respond to this report!
What's this?

#5 Consumer Comment

Nope

AUTHOR: Troy - (U.S.A.)

Once you send in the computer, Circuit City and the extended warranty people are NOT responsible for your data, once it is sent off, it is gone if they can not fix the PC.

Your fault.
Respond to this report!
What's this?

#6 UPDATE Employee

Loss of your hard drive

AUTHOR: Goatboy - (U.S.A.)

It pains me greatly that you lost your data and your computer as well. As a long time employee of the company that administrates the extended warranty, I will confess that when something like this happens to a customer I speak to, I feel terrible. Not just because of the fact that it happened, but because of the fact that we as a company need to do a better job of keeping customers informed of the possibility of data loss and salvage, especially on accidental damage issues.

I myself have pointed out the underparr expectations we're required to give to customers; unfortunately if you take a unit to the store, you're not given these expectations, and they're not always as thoroughly given as they should be when you call us to set up service. I can only say that I myself advise a customer strongly that when a unit is being set up for service, particularly for accidental damage, that the computer may be salvaged. I have also tried to get my superiors to address the issue with the inaccurate status emails that are sent out to customers stating that computers have been repaired when they are in fact being salvaged.

All that I can do is express my empathy and my own frustration at how difficult it is to effect change with regards to how we address customer issues.
I CAN tell you, there are people aware of these problems that take calls from customers on a daily basis, and we are trying to get these issues addressed by our higher ups.

By the way, when we provide service expectations, we do advise people of the possibility of data loss and the importance of backing up data. There ARE ways to do this without the computer turning on. You just remove the hard drive temporarily and connect it to another computer is all.
Respond to this report!
What's this?

#7 Consumer Suggestion

De-Gause Hard Drive

AUTHOR: Zk4au - (U.S.A.)

make a ghost image of your hard drive, and re-install it on another. Than De-Gause this hard drive/re-format it makes it alil harder for people to get information than b/c u have to have certain tools and software that some people dont have to get this info from the hard drive.
Respond to this report!
What's this?

#8 Consumer Comment

This is why I don't do online banking.

AUTHOR: Friendly Help - (U.S.A.)

I like to keep my computer & my money seperate.

Now- how do you contact your online banks to take control of your accounts?

You should have backed up your hard drive as you 'went along', but that would not have prevented any sensitive info on your hard drive being accessed once the unit was operable. Hard to know what the 'salvage' people really did with it.

Your story seems to suggest that Circuit City views the customer's properts as Circuit City property once warranty assistance is requested.

B/t/w stop eating & drinking around your computer. Sugary liquid getting into a keyboard is bad enough with a desktop but at least you can plug in another keyboard. With a laptop? Hoo-boy!
Respond to this report!
What's this?

#9 Consumer Comment

Feel for you, but what were you thinking?

AUTHOR: Cody - (U.S.A.)

I agree that Circuit City sucks and would never do business with them personally. However, I am completely blown away that anyone would ever send out their hard drive with personal info. all over it.

For future reference, anytime you have to part with a hard drive:

1. Obtain a different hard drive, reinstall the OS and/or do a system restore to put the system back to where it was when you bought it.

2. This ensures that you are not sending any personal information for low life thieves to steal your identity with.

I would not trust Circuit City or anyone for that matter with my personal information, you are just begging to get screwed, which you may have here.
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.



Ripoff Report Legal Directory