• Report: #125828

Complaint Review: Circuit City CityAdvantage Extended Warranty Plan

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  • Submitted: Tue, January 04, 2005
  • Updated: Fri, December 01, 2006

  • Reported By:Somerset Kentucky
Circuit City CityAdvantage Extended Warranty Plan
www.cityadvantage.com Nationwide U.S.A.

Circuit City, City Advantage Extended Warranty Plan ripoff Program won't follow legal obligations, WELCOME TO PASS THE BUCK CITY! Dallas Internet

*Consumer Comment: BRINGING BACK THE CC ADVANTAGE PLAN MEMORIES...

*Consumer Comment: Stress cracks can be caused by faulty hinges

*UPDATE EX-employee responds: Ahhh Memories ..the warranting company owns the responsibilities for the warranty once the manufacturers warranty has expired.

*UPDATE Employee: Exclusionary huh what part of damage to cabinetry do you not understand

*Consumer Suggestion: Wrong interpretation of the contract.

*UPDATE Employee: Seems fishy to me...

*Consumer Suggestion: What are the 5 or 6 companies?

*UPDATE Employee: Did you not read what I typed?

*Consumer Suggestion: Don't buy warranties. Have you ever found a company that stands behind them? I never have!

*UPDATE Employee: You're blaiming the wrong people!

*UPDATE Employee: You're blaiming the wrong people!

*Consumer Comment: Meaning of "OR" be sure to check the "local" access number you are using

*UPDATE Employee: the lemon didnt work and wont work

*Consumer Suggestion: Aparently more Shim Sham

*Consumer Suggestion: Similar experience

*Consumer Suggestion: Similar experience

*Consumer Suggestion: Similar experience

*UPDATE Employee: "Same Old Song And Dance"

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To make a long story short (well as short as possible!), I purchased a Compaq Laptop computer along with a CityAdvantage Extended Warranty Plan about two years ago. I loved the laptop, so choosing it was a "no-brainer". On the other hand, the extended warranty was presented to me as a "no-hassle" solution to protect me from possible hardware failures in the future.

So on December 22, I reported my laptop was malfunctioning, It was overheating. Long story short again. They got the laptop, found a faulty cooling fan and replaced it. The only problem was that the overheating caused the case to crack at two points above the hinges. I explained this to them when I sent off the laptop for repair. They assured me that it would be repaired. By the way, just as a little tidbit of info, the laptop has not one scratch on it anywhere. ANYWHERE! It is in the same pristine condition as it was when I bought it new. It has never been dropped, mistreated, exposed to sun, or any other misuse/abuse the might have caused this.

When the laptop overheated, I raised the screen to see what was going on and the cracks appeared. They are hairline cracks, but they are through the case, leaving the internal components potentially exposed. So when I got the computer back exactly 14 days from the date it was sent off, I expected it to be repaired completely.

I immediately called CityAdvantage and their representative coldly explained to me that the warranty explicitly states that cases are not a covered item. I was in shock!

So, I opened my CityAdvantage Warranty Book and read the following to him and I quote:

"6. Service Limitations - This Contract does not cover:
a. maintenance, repair or replacement necessitated by loss or damage resulting from any EXTERNAL causes such as, but not limited to, theft, environmental conditions, negligence, misuse, abuse, improper electrical/power supply, unauthorized repairs by third parties, improper installation, attachments, transportation damage (except damage incurred by authorized shipment of Product(s) to and from an authorized servicer), damage to cabinetry, lack of manufacturer-specified maintenance, equipment modifications, vandalism, animal or insect infestation, rust, dust, corrosion, leaking batteries, burned phosphor in CRTs, computer viruses, software defects, software generated problems or acts of nature."

Upon reading this to him, he stated to me, "See, according to the warranty; "This contract does not cover damage to cabinetry."" I then told him that was not what was stated in the manual. Upon explaining to him that one cannot pick and choose words out of a legal document I told him that (to paraphrase the manual) it stated that "Maintenance, repair, or replacement necessitated by loss or damage resulting from EXTERNAL (and I stressed EXTERNAL DAMGAGE)causes such as damage to cabinetry.".

In laymans terms this says that the warranty will not fix problems resulting from ANY TYPE OF EXTERNAL FORCE ACTING UPON THE WARRANTED UNIT (IE water damage, dropping the unit, dropping something on the unit, etc.).I then stated that the damage had occured because of an "INTERNAL" malfunction of said hardware and therefore should be covered under warranty.

At this point he is pretty bumfuzzled and puts me through to his supervisor, same story as above. It is as if they are trained to avoid admitting any responsibility in the coverage of your unit under warranty. Same thing, he read the first part of the paragraph and then the "cabinetry" part and told me I had no further recourse. Rudely I might add.

I asked for his supervisor. Well, the President of the United States is more accessible than these people are. I got the first response of "you can't speak to anyone above me". I then asked for a telephone number and was told they were not reachable by telephone. WOW! OK.

Well, I can't get a reasonable response from you, I can't speak to anyone with a HIGHER AUTHORITY, and I can't call anyone. "What's my next step in this bizarre process you claim to be "no hassle"", I asked. My only choice given was to fax a letter to their customer service department! Do what?! FAX A LETTER? They would respond within 24 to 48 hours, I was told.

Well, I faxed a letter and then 24, 48, 72, 96, 120 hours passed, no response. I called twice on the weekend and was told both times by two seperate persons that they had changed their position and it looked as if they were going to fix my computer after all.

Then I received the call. You know, the rude one. The one where he told me that this was indeed caused by some external force and therefore they were not responsible in any way. Even though he admitted that the computer had overheated because of a failed cooling fan. IN OTHER WORDS THIS GENTLEMAN WAS CALLING ME LIAR!

So I emailed Circuit City Corporate Headquarters. They assured me that someone would contact me by phone shortly and were awestruck by my treatment during this process. That was four days ago.

I decided weeks ago that I would not relent in my pursuit of what is legally obligated to me under this contract. I will take this as far as necessary...even if it takes a congressional act.

I noticed in some of the rebuttals to CityAdvantage complaints, there were statements of it being the consumers' responsibilty to read the contract before purchase. Agreed. But what is a consumers' recourse if the writer of said contract does not follow it as written? I read the contract.

I've had some lawyer friends read the contract. The paragraph simply states that a unit will not be covered if an external force acts upon the cabinetry, thereby causing damage to the unit. It says nothing about not covering damage caused by an internal malfunction. That would be like a new automobile catching on fire because of a faulty fuel line, and then the manufacturer of that car only replacing the fuel line and leaving the rest of the automobile damaged. I don't think so.

So, if Circuit City and CityAdvantage want a fight, then a fight they shall have. Because I will pursue this to the Nth degree. I have already contacted the Kentucky State Attorney Generals' Office, the Better Business Bureau, and am presently checking with the U.S. Attorney Generals' Office to see what my options are and what can be done to prevent this from happening to anyone else.

My advice to you is to stay away from Circuit City altogether. And if you are foolish enough to buy something from them, please don't waste your money on the CityAdvantage Extended Warranty Plan. It is a lie. A bold faced lie. They will not fix your item. It is not "no hassle". It is definitely not a good deal. You would be better off to give your money to some charity or I don't know, maybe you can just give it to me! I'd be more likely to fix something than they would!

Good Luck and God Bless!

Daniel
Somerset, Kentucky
U.S.A.

Click here to read other Rip Off Reports on Circuit City

STOP! ..before you think about using the Better Business Bureau (BBB)... CLICK HERE to see how other consumers were victimized by the BBB's false or misleading information. Don't be fooled! It has been reported, when there are thousands of complaints and other investigations underway by authorities, the BBB has no choice but to finally give an UNsatisfactory rating to a BBB member business that is paying the BBB big membership fees every year. When a business is reported that is NOT a BBB member, BBB files WILL more likely show an UNsatisfactory rating, then reportedly shake down that company to become a member of the BBB. One positive thing about the BBB is, either way, if a business has an unsatisfactory rating with the BBB, you can be sure, the business is bad. But what about all those BBB member businesses that had complaints filed against them? Consumers never get to hear about them. What about the BBB advertising to the public? Is this a false and misleading perception they are giving about consumer confidence when dealing with a business? Click here to understand more of what consumers and business alike are saying about the BBB. You decide. ..Remember. The BBB membership is not earned, it's paid for!

This report was posted on Ripoff Report on 01/04/2005 09:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/Circuit-City-CityAdvantage-Extended-Warranty-Plan/nationwide/Circuit-City-City-Advantage-Extended-Warranty-Plan-ripoff-Program-wont-follow-legal-obli-125828. 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.

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#1 Consumer Comment

BRINGING BACK THE CC ADVANTAGE PLAN MEMORIES...

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

A few years back, before Compaq and HP married, we bought a compaq laptop for my husband, bought the CC plan too, which according to the sales rep covered the "laptop bumper to bumper, including the screen" My husband loved his new laptop.

unfortunately, a few weeks later the lcd screen developed lines in it. Compaq said it was a thermal issue and should be covered. CC had the laptop for weeks and did not repair it and when i finally had a return call from the Service center told me that the lines were not covered - said the laptop was dropped and abuse was not covered.

to make a long story short. i finally spoke to a "higher authority" at the CCA advantage plan who told me ,and I am quoting directly here;
"Ma'am we can tell this laptop was dropped by the type and length of lines on the screen."
to which i replied, "you mean that a line will form the same pattern every time it is dropped as opposed to forming a line for other reasons?"
the Rep stated, "Yes Ma'am, we have technicians who study the lines that form on monitors and can determine how they *exactly* occurred without any additional information."

Imagine my surprise, that unlike snowflakes, lines/fractures or cracks in computer lcd screens will always form the same exact pattern every time, and CC can always correctly deduce what caused the line pattern without any input from me..... maybe nasa should hire some of CC's diagnostic technicians...

we cancelled our cc advantage policy and got our money back and then sold the laptop to a kid who used his own monitor and ended up with a decent desktop-ish computer.

Good Luck!
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#2 Consumer Comment

Stress cracks can be caused by faulty hinges

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

I have a Gateway laptop. It was never dropped or abused in any way. One day I noticed cracks on the case near the hinges. Laptop was under warranty.

I called Gateway and the tech said this was a known problem resulting from faulty hinges and they would repair under warranty, which they did.

My point is cracks in a case are not always caused by neglect. Circuit City did repair a fan. It is a known fact that plastic can be affected by heat. Even if cracks were caused by normal opening and closing - that is the function of a laptop - portability. The lid should be made to withstand the constant movement.

I think if there are no other signs of abuse such as scratches, the lid should be covered under warranty.
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#3 UPDATE EX-employee responds

Ahhh Memories ..the warranting company owns the responsibilities for the warranty once the manufacturers warranty has expired.

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

As a former telephone representative (the person these irate customers yell at) supporting these warranties, I am honestly surprised to find these complaints here. They are the same complaints I heard 3 years ago before I quit.

First, a little insight for the customer. You are dealing with two separate companies here, Circuit City and the warranty company. CC only sells the warranties ("distributes" would probably be more accurate), the warranting company owns the responsibilities for the warranty once the manufacturers warranty has expired.

Does this mean that CC has nothing to do with these problems? I don't believe so, but more on that momentarily.

The circumstances of this particular case do not surprise me. I had to tell many customers that these cracks weren't covered. In my opinion, these cracks weren't caused by your faulty fan. They happen to a lot of laptops, I have an older Dell sitting right here which has stress cracks above the hinges. Do I believe it's right for a product to fail like this? No. There may be an exclusion of cabinetry in the warranty, but what about "Your Plan does not cover the following:
A.REPLACEMENT NECESSITATED BY LOSS OR DAMAGE RESULTING FROM ANY CAUSE OTHER THAN NORMAL USE AND OPERATION"? I would certainly think that opening the lid would be considered normal use right? Just another point of confusion and contradiction.

Now a comment on John and other employees with smug rebuttals. This is another good example of bad customer service. This forum may be out of the bounds of your normal business setting, but it still has a definite effect on what the customers think. Attitudes like the ones shown here definitely aren't customer winners. Warranties are a SERVICE, so one would think that the company and its employees would find SERVICE to be very important. When your service is poor, there is no real product to hold customer's loyalty.

I concede that there are as many or more bad customers as there are bad employees or companies. When I was a rep I had some customers who tried to work the system, pull one over on me, etc. But to cite that as a reason to snub consumers with legitimate problems(covered or not) or to have a sour attitude towards them is completely illogical and really sad. If you recognize that this is just the "Same Old Song and Dance" then one would think that maybe you would realize by now that it isn't always about dishonest customers. One would think that if it's gone on this long then maybe there are real issues at work...

Are extended warranties a good thing or a scam? They can be a good thing.... or a scam depending who administers them and how. If Consumer Reports says that getting extended warranties on expensive electronics is a good thing, then I agree (note that they probably did not say anything about City Advantage). I wish I'd bought one on the cd/radio for my car I purchased a few months ago. I was offered and declined. A week or two later the face plate fell out of my jacket pocket and the crystal was cracked (yes it was in a case). Now I have a new radio with a totally illegible display. The face costs 130.00, the radio by itself was just over 300.00 (The extra coverage did include accidental damage by the way) Internal parts for computers, especially laptops, cost even more than my example.

What's the problem with this particular warranty arrangement with products from CC? This quote from another complaint thread points to part of it, "I asked several questions: what does this warranty cover? Where would I need to take my notebook if I needed it replaced, etc. I was told 'the warranty covered accidental damages, power surges, etc. and was if I ever needed to use it , I would bring the notebook into the store and they would either fix it or replace it.'" I heard this a few times as a telephone rep. Another issue I have seen both in this forum and as a rep was complaints that customers didn't get a copy of their contract terms even on requesting one. There seems to be a real disconnect between CC and the warranty company. I am sure that some employees just don't care, but I'd like to think that it mostly comes down to a training or communication issue. Anyone selling a service should be well versed in the conditions of that service and thus be able to accurately answer customer questions. Consumers should have a copy of anything they have signed. Concise language in the warranty will make understanding easier for everyone (consumer, sales person, support representative).

Extended warranties can be a good deal, but this one obviously needs some improvement.
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#4 UPDATE Employee

Exclusionary huh what part of damage to cabinetry do you not understand

AUTHOR: John - (Afghanistan)

dictionary.com defines cabinet as

cabinet
An upright, cupboardlike repository with shelves, drawers, or compartments for the safekeeping or display of objects. Computer Science.
The box that houses the main components of a computer, such as the central processing unit, disk drives, and expansion slots. often
Cabinet
A body of persons appointed by a head of state or a prime minister to head the executive departments of the government and to act as official advisers. Archaic.
A small or private room set aside for a specific activity.

Ok now that we understand what a cabinet is. Damage to cabinetry not being covered in any way should not be that hard to understand as well.
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#5 Consumer Suggestion

Wrong interpretation of the contract.

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

The contract language is reasonably clear. The damage to the cabinetry was caused by the normal use and operation of the item - opening and closing the lid - because the internal failure of the cooling fan allowed the laptop to overheat, weakening the plastic.

The exclusion of cabintery damage is clearly a sub-clause of the "external causes" exclusion, and therefore this damage is not excluded.

If Circuit City will not honor the terms of their warranty, your recourse is to sue them in small claims court, it's quick, cheap, and small claims judges are generally sypathetic to consumers being ripped off by corporations trying to get away with tricks like this unjustified expansion of an exclusionary clause to avoid paying for a damage that is not excluded.
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#6 UPDATE Employee

Seems fishy to me...

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

I work at CC and have a few things to say...

Notice all these people who swear 'warranties are evil'? Well, they're the first ones to come back and complain when their product breaks and the manufacturer blows them off. Do us a favor, and if you don't buy warranties, don't give us your crap. Stay out of our store unless you're buying something. And if you're one who thinks CC owes you something because 'You spent a thousand dollars on a laptop', think again. Where do you think profit is made? Certainly not on the crappy celeron laptop you bought that we just lost money on. Spare us the bull.

Just an FYI, stores wouldn't have to be so anal about warranties and repairs if customers were, well, honest. If you drop your laptop and get a crack, guess what? We know it didn't just happen by itsself and we're not fixing it. If your headphone just 'falls off'... Guess what, we're not replacing it.. How many headphones has anyone honestly had that just broke out of nowhere.

And no, circuit city owes you nothing after the specified return policy.. Whining won't get you anywhere, and don't plead ignorant because we're not idiots. You KNOW the policies and you KNOW we'll stand by them. Legit case? Come see me, I'd LOVE to help you! Fraud? Get lost, don't enter my store.
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#7 Consumer Suggestion

What are the 5 or 6 companies?

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

"In the whole world there are like 5 or 6 companies that will stand behind their warranty. The rest all take your money and lie their way out when it comes time to fix anything."

Is this based on your own survey you conducted? Have you purchased a warrenty from every company in the world and used them? Then how would you know this? I have been doing this for a while and I see people use their warranties to replace their TVs all the time. So I know for a fact that they do work, not a theory, a fact. No false numbers or biased points of view.

Why else would I have shelled out 250 dollars for the City Advantage on my TV I just purchased? Do you think Circuit City pays me enough money that I can throw it away on things that don't work? I am wiser than your average consumer because I know what goes on behind the scenes. Don't believe me than don't buy it, what do I care. Just don't knock it if you have no idea what you are talking about.
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#8 UPDATE Employee

Did you not read what I typed?

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

Were you not paying attention? I just stated we swap out products EVERY DAY! We're not even supposed to but we do it to help the customer. You are actually doing a dis-service to consumers with your post. If the thread starter didnt have CA he would be borked. Tell me were you can purchase a cpu fan for a particular laptop. Each one is different and they cost a ton more then they should. I would also guess the thread starter wouldnt be able to open his laptop and reapply a fan. Its not the easist thing to do. The turnaround time was also very good. Two weeks from the day sent to the day recived is GREAT! Imagine how long it would take a repair store to get the fan for that laptop. Plus the price of their service.

Consumer Reports says to buy service on laptops and big screen TV's. We all know how consumer reports is out to screw consumers!

Get your facts straight before you go posting your opinions. What I just said is based on experience and fact. The stores will replace a damaged laptop. If you are rough with it and crack the case its your fault. There is no way to prove your cracks came from the heat. Sadly enough people are willing to lie to get free stuff so the store needs to cover itself.
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#9 Consumer Suggestion

Don't buy warranties. Have you ever found a company that stands behind them? I never have!

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

There's the problem here. Don't get suckered into the warranty con.

In the whole world there are like 5 or 6 companies that will stand behind their warranty. The rest all take your money and lie their way out when it comes time to fix anything.

Everbody knows this! Well, almost everybody.

When something breaks, you have to fix it yourself. Laptops are hard to get apart. But what other choice do you have? The company won't fix them. They either send you to India to have the minimum wage tech tell you it's a software problem. Or else, they disappear with the laptop and you never see it again.

I'll never buy a warranty. They're all trash. If you don't know that yet, just re-read this man's complaint again. You'll get the idea eventually.
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#10 UPDATE Employee

You're blaiming the wrong people!

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

First off I sell computers at Circuit City and I swear by City Advantage on laptops. I have helped with countless swap outs on damaged laptops. Two days ago I sold a $3000+ laptop and it didnt cost the customer a dime because he got a gift card for the price of his old one. I even purchased it on my laptop.

Secondly you are angry at the wrong people. You were called a "liar" because the damage isnt consistant with your claim. If people didnt constantly try to fraud the system this would'nt be an issue.

I think you should be happy you had a fan replaced and your laptop fixed within two weeks. If you didnt have CA it would probably have cost $300+ and no garuntee on the time.
(tell me where you can buy a laptop cpu fan)

We are consumers as well and 90% of the time want to see our customers win, and 90% of the time they do. Circuit City is very good at standing by CA, its how we make money. The cracks on your laptop are not covered under CA, how hard is that to understand?

"and the sales people encourage that...they don't want us to take the time to read, let alon understand what we are signing. THAT is criminal."

Not only is that untrue it is also NOT against the law. We dont work on comission and could honestly care less if you get service. Each time we offer it, we do it to help.
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#11 UPDATE Employee

You're blaiming the wrong people!

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

First off I sell computers at Circuit City and I swear by City Advantage on laptops. I have helped with countless swap outs on damaged laptops. Two days ago I sold a $3000+ laptop and it didnt cost the customer a dime because he got a gift card for the price of his old one. I even purchased it on my laptop.

Secondly you are angry at the wrong people. You were called a "liar" because the damage isnt consistant with your claim. If people didnt constantly try to fraud the system this would'nt be an issue.

I think you should be happy you had a fan replaced and your laptop fixed within two weeks. If you didnt have CA it would probably have cost $300+ and no garuntee on the time.
(tell me where you can buy a laptop cpu fan)

We are consumers as well and 90% of the time want to see our customers win, and 90% of the time they do. Circuit City is very good at standing by CA, its how we make money. The cracks on your laptop are not covered under CA, how hard is that to understand?

"and the sales people encourage that...they don't want us to take the time to read, let alon understand what we are signing. THAT is criminal."

Not only is that untrue it is also NOT against the law. We dont work on comission and could honestly care less if you get service. Each time we offer it, we do it to help.
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#12 Consumer Comment

Meaning of "OR" be sure to check the "local" access number you are using

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

Hi,

I have also fought for my rights, studying some law in the process, and often have won. The secret is often in the tiny details when it comes to legal construction. The use of the legal term "or" can be very different from its conversational use. Even the presence of a comma before the "or" can change its meaning:

"...ACTS OF NATURE, OR ANY OTHER PERIL ORIGINATING FROM OUTSIDE OF THE PRODUCT."

In this case, the term "or" unfortunately separates the external use from the previous elements of the paragraph, and it is a non-inclusive statement both in legal and logical construction. In other words, the damage to the case earlier in the paragraph can be argued to not be included in the phrase about damage originating externally. So they are saying none of these things are covered, AND, in addition, anything else caused from external sources is also not covered. They are not saying that case damage caused externally is not covered. The case damage and external damage are probably two separate conditions in this sentence's construction, so it can be construed to mean that there are no conditions under which damage to the case is covered since that is clearly excluded.

I wish I had better news for you. I was hoping to find a loophole in their construction, but it looks to me like there is not much room to argue. Your moral, ethical and logical position is sound, but has no legal basis.

The scam started long ago when they failed to teach us in high school anything at all about law, or even how to read a cntract. We sign contracts withut even thinking about what they say - and the sales people encourage that...they don't want us to take the time to read, let alon understand what we are signing. THAT is criminal.

Just one lay opinion...
Regards
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#13 UPDATE Employee

the lemon didnt work and wont work

AUTHOR: John - (Afghanistan)

First off just to clear the air. Hinges are not covered. They are considered cabinetry and as per her warranty "5. Exclusions from Coverage.

Your Plan does not cover the following:

A.REPLACEMENT NECESSITATED BY LOSS OR DAMAGE RESULTING FROM ANY CAUSE OTHER THAN NORMAL USE AND OPERATION OF THE PRODUCT IN ACCORDANCE WITH THE MANUFACTURER'S SPECIFICATIONS, INCLUDING BUT NOT LIMITED TO, THEFT, EXPOSURE TO WEATHER CONDITIONS, NEGLIGENCE, ACCIDENT, MISUSE, ABUSE,
IMPROPER ELECTRICAL/POWER SUPPLY, UNAUTHORIZED REPAIRS, IMPROPER INSTALLATION OR ATTACHMENTS, TRANSPORTATION DAMAGE (EXCEPT DAMAGE INCURRED BY AUTHORIZED SHIPMENT OF THE PRODUCT TO AND FROM AN AUTHORIZED SERVICER), DAMAGE TO CABINETRY, LACK OF MANUFACTURER SPECIFIED MAINTENANCE, IMPROPER EQUIPMENT MODIFICATIONS, VANDALISM, ANIMAL OR INSECT INFESTATION, RUST, DUST, CORROSION, DEFECTIVE BATTERIES, BATTERY LEAKAGE, BURNED
PHOSPHOR (INCLUDING IMAGE GHOSTING), PIXEL BURNOUT NOT IN ACCORDANCE WITH THE MANUFACTURER'S SPECIFICATIONS, ACTS OF NATURE, OR ANY OTHER PERIL ORIGINATING FROM OUTSIDE OF THE PRODUCT.

In here it stated that damage to cabinetry is not covered and lawyer or not it isnt covered so now who is sucking on the lemon.

thank you, thank you .. no autographs please...
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#14 Consumer Suggestion

Aparently more Shim Sham

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

John's comment is partly right, partly wrong, but mostly wrong.

Your case was indeed probably damaged from opening and closing the lid, a normal function of use of the laptop. The cracks happened because the localized heat softened the plastic and/or caused the temper integrety of the plastic to fail. Thus, the up and down motion of the screen caused minute cracks, which you probably wouldn't have even seen to become big cracks. It could have happened all at once or over time.

Part of the problem is the heating up and then cooling down of the plastic. Add stress to that and you have a failure.

Since the cooling fan failed, that would become the root of the problem and everything else was the result thereof. Anybody who advises you to not drag in a lawyer probably has another agenda - i.e. circumventing your rights to recovery.

Stick to your guns, you are on the right track and your lawyer is your best friend here. I can't understand why companies don't just do the right thing and fix what they are supposed to.

Good luck and tell John to go suck a lemon.

The Hammerhead in Texas
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#15 Consumer Suggestion

Similar experience

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

Daniel - before you go through with any extreme steps, you may wish to contact the manufacturer of your laptop.

I had a similar experience with Circuit City in regard to a headphone set I had purchased from them, along with the extended warranty plan. I had the headphones for 2 years - not a scratch on them, still looked brand new, like it came right out the box. Went to place them on my head one day and the right hand piece broke off. I went to the store I bought them at to get an exchange - and the manager, without even looking at the item automatically said "customer abuse - no replacement". Went through the whole chain of command, straight up to the corporate office - still, I got the same reply, in so many words - "it's not our problem".

Finally, I looked up the number for Kenwoods corporate office and gave them a call. The rep I spoke with was really nice about the whole thing and she was quite disgusted with Circuit City treating *any* customer in such a fashion. All I had to do was fax them a copy of the receipt for proof of purchase, and they sent me a brand new set - NOT refurbished. And I'm pretty sure the manager of that particular store got an earful from that rep at Kenwood, because she did say that she was going to have a "nice little chat" with her.

Anyway, try giving the manufacturer a call and see what they have to say - it can't hurt. Good luck with it!
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#16 Consumer Suggestion

Similar experience

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

Daniel - before you go through with any extreme steps, you may wish to contact the manufacturer of your laptop.

I had a similar experience with Circuit City in regard to a headphone set I had purchased from them, along with the extended warranty plan. I had the headphones for 2 years - not a scratch on them, still looked brand new, like it came right out the box. Went to place them on my head one day and the right hand piece broke off. I went to the store I bought them at to get an exchange - and the manager, without even looking at the item automatically said "customer abuse - no replacement". Went through the whole chain of command, straight up to the corporate office - still, I got the same reply, in so many words - "it's not our problem".

Finally, I looked up the number for Kenwoods corporate office and gave them a call. The rep I spoke with was really nice about the whole thing and she was quite disgusted with Circuit City treating *any* customer in such a fashion. All I had to do was fax them a copy of the receipt for proof of purchase, and they sent me a brand new set - NOT refurbished. And I'm pretty sure the manager of that particular store got an earful from that rep at Kenwood, because she did say that she was going to have a "nice little chat" with her.

Anyway, try giving the manufacturer a call and see what they have to say - it can't hurt. Good luck with it!
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#17 Consumer Suggestion

Similar experience

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

Daniel - before you go through with any extreme steps, you may wish to contact the manufacturer of your laptop.

I had a similar experience with Circuit City in regard to a headphone set I had purchased from them, along with the extended warranty plan. I had the headphones for 2 years - not a scratch on them, still looked brand new, like it came right out the box. Went to place them on my head one day and the right hand piece broke off. I went to the store I bought them at to get an exchange - and the manager, without even looking at the item automatically said "customer abuse - no replacement". Went through the whole chain of command, straight up to the corporate office - still, I got the same reply, in so many words - "it's not our problem".

Finally, I looked up the number for Kenwoods corporate office and gave them a call. The rep I spoke with was really nice about the whole thing and she was quite disgusted with Circuit City treating *any* customer in such a fashion. All I had to do was fax them a copy of the receipt for proof of purchase, and they sent me a brand new set - NOT refurbished. And I'm pretty sure the manager of that particular store got an earful from that rep at Kenwood, because she did say that she was going to have a "nice little chat" with her.

Anyway, try giving the manufacturer a call and see what they have to say - it can't hurt. Good luck with it!
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#18 UPDATE Employee

"Same Old Song And Dance"

AUTHOR: John - (Afghanistan)

As a proud member of the City Advantage Warranty Administrative body, I would like to clear up a few points to your dilemma:

1. Heat damage to cabinetry (i.e. PLASTIC), does not result in hairline fractures. Consistent testing by Laptop Manufacturers prove that the hairline fractures that are described are a result of opening and closing the Laptop lid. To the best of my knowledge and others who have been in this business know for a FACT that your claim is based on supposition with absolutely NO basis in fact.

2. Why drag in a lawyer if he does'nt know anything about stress dynamics on a Laptop computer? You might as well look up a horses' rear end to attempt curing his headache.

3. If you accurately read your warranty contract, it also states that in ALL circumstances, the warranty takes control. This means that YOU signed the bottom line. Not City Advantage or Circuit City. If you want to point fingers, I suggest you look in the mirror............

Disgusted with Consumers who think a warranty is insurance and don't have the common sense to educate themselves before buying and signing the bottom line.
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