My laptop was sent in for repair in May, under the City Advantage warranty for Circuit City. I was having problems with the cd/dvd drive, the speakers did not work, but there was sound through the headphone jack, and a few of the keys stopped working on the keyboard. This was the second time the Laptop was sent in for the cd/dvd drive.
I am in the military currently deployed overseas, so I had to send it home and have my Wife send it out for the repairs. It took more than a month for repairs, and I was told this was because they were awaiting parts, even though there is supposed to be a 2 week turn around. It was sent back and I told my Wife to leave it in the box until I could come home and reload my ghost image, and update the antivirus, firewalls and security settings for my home network.
I came home on leave in August and pulled it out of the box. According to the repair worksheet, the keyboard was replaced, the cd/dvd drive was tested(no results posted), the hard drive was reimaged, and all parts were reseated. Upon trying to restore my Norton Ghost image, I was unable to load the image. I tried reinstalling Windows XP and was unable. The sound still did not work, but the keys were all working.
I returned to Circuit City and asked for another repair. They told me that this was the third time and they would recommend a refund due to the lemon policy. When the Laptop was returned from Micromedics repair facility, they informed me that the unit failed diagnostics testing, but they were not able to repair the unit due to the appearance of liquid being spilled in the unit and on the keyboard, and misuse/abuse of the unit. It was being returned unrepaired.
This Laptop was kept in my Barracks Room, and was never even moved from my desk. There was never anything spilt on it and it was not abused. When sent in for repair the second time, they replaced the keyboard, so it was brand new. Yet they claimed something was spilt on it. They reseated all the components, and did not see any spillage at that time. It passed their diagnostics at that time, and they didn't see any abuse. They initially said they were awaiting parts, but then changed to not being repaired. The unit was not removed from the box until I removed it, and subsequently sent it back.
My wife went back to Circuit City to speak with them about this situation, and they told her they would send it back in for another opinion. They sent it back to Micromedics, rather than another facility, who of course sent it back with the same comments.
I have spoke with City Advantage and they are sticking by the repair facility and will not honor the warranty any longer. I have since purchased another Laptop due to my need for a computer here. I have already been without this one for going on 6 months, and I don't think it will ever be in a reliable condition again.
I have been a long standing customer of Circuit City because of their prices and warranties. I have purchased the warranty on all of my electronics, and even received replacements on a few DVD Writers. This is the worst service I have ever received, and hope it is not the new standard.
I am having my wife deal with all this until I can come home. She will be trying to work with Circuit City one more time and see what they will do about this. If I don't have a satisfactory result by the time I get Home, I will start legal actions. I am not going to stand for it, and since you are reading this page you are probably having similar problems, you shouldn't deal with it either.