• Report: #387295

Complaint Review: Circuit City - Xerox

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  • Submitted: Sun, November 02, 2008
  • Updated: Tue, November 04, 2008

  • Reported By:Denver Colorado
Circuit City - Xerox
Www.xerox.com Denver, Colorado U.S.A.

Circuit City's Extended Warranty - Xerox Lack Of Monitor Service Repair Package Denver Colorado

*UPDATE Employee: I can help!

*UPDATE Employee: Clarification is needed....

*UPDATE Employee: Clarification is needed....

*UPDATE Employee: Clarification is needed....

*UPDATE Employee: Clarification is needed....

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I don't know who is to blame in this situation... Xerox or Circuit City's warranty company.

In January 2007, I bought a Xerox XG91 monitor from Circuit City. Being in retail, I knew that the salesperson gets commission from the warranty sales. In his defense, the salesperson told me not to buy the Xerox monitor, but told me to buy the warranty because of the fact Xerox monitors were known to have power supply problems.

Flash forward forward to December 2007. My monitor is starting to have the problem the salesperson told me about: bad power supply unit. The monitor still worked, but it took forever to actually function. I take my monitor and my warranty to the Circuit City I bought it from. They tell me that I have to call extended warranty company to settle the claim, as they need verification that it is broken...

So I call Xerox. Xerox tells me that I need to send in the monitor for repairs, and I would have to pay for shipping "Both Ways". However, they were horribly backlogged. My monitor's problem would be on queue unitl mid February, 2008 and even then it may take a while to process the problem. And if there was a problem, due to the extended period of assessment, it would be out of the manufacturer's warranty, and I would have to pay for the repairs.

I called Circuit City's warranty company. The associate I talked to said they could not do anything with the product while it was under the manufacturer's one year warranty. He advised me to call back a week after the one year warranty expired, as the monitor was still working.

And here's where the problem starts. A week after the warranty expires, late January 2008, the monitor completely stops working. I talked to a different guy at Product Care, who told me that because the problem started while it was under warranty, it is not covered. I told him that it was still working when I last contacted them. However, he stated that the log from the last call I made to them listed me saying the product was broken and unusable. Even though the monitor was still working when I first called, and even though I explained to him what was the situation, he said that I needed to go through the manufacturer for a warranty. He then asks me if I needed anything else, as if the topic was resolved.

In short, the monitor ceased to work after the warranty, but because I tried to make a claim before the end of the manufacturer's warranty, and even though the manufacturer could not repair the product until after their warranty, Circuit City's 3rd party insurance company will not touch it.

Better still, I tried calling Xerox again. I did some research in the last few months and found out how to repair the monitor. So I called Xerox and asked them where I could find the power supply unit. I got a nice long speech on how as of May 2008 they no longer service or repair XG91 monitors.

I went to the same Circuit City store on a whim and low and behold: they still have Xerox XG91s on the floor...for regular price. I asked an associate if they knew Xerox no longer services their monitors and he had heard no such thing.

Daveox
Denver, Colorado
U.S.A.

This report was posted on Ripoff Report on 11/02/2008 08:15 PM and is a permanent record located here: http://www.ripoffreport.com/r/Circuit-City-Xerox/Denver-Colorado-80206/Circuit-Citys-Extended-Warranty-Xerox-Lack-Of-Monitor-Service-Repair-Package-Denver-Col-387295. 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.

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REBUTTALS & REPLIES:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

I can help!

AUTHOR: Help4u@circuitcity.com - (U.S.A.)

I am sorry to hear of the problems that you have experienced getting service on your computer monitor and would like to assist you with this issue. If you are still in need of assistance please email me with your contact information and, if possible, the ticket number from your purchase receipt at help4u@circuitcity.com.
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#2 UPDATE Employee

Clarification is needed....

AUTHOR: D. G. Jr - (U.S.A.)

1) The asociate was right, in that while under the manufacturers warranty, Circuity City will not touch it. That is not to say that they will not completely touch it. If the problem is some thing that is not covered by the Man.Warranty, then take it to Circuit City, and they will do the leg work with the Man. to get it repaired. After the Man. warranty expires, then you have the right to file a claim with CC. Now, even though I am employed with them, I will say that you have to assert yourself to get the results that are due to you.

2) Just for clarification, having been employed with them for 3 years, I will say that the only employees that get any sort of commission are TV salesman, and that is only if they meet a goal at the end of the month. They DO NOT get commission off of selling extended warranties. If that were the case, then I would be filthy rich with the amount of extended warranties that I sell.
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#3 UPDATE Employee

Clarification is needed....

AUTHOR: D. G. Jr - (U.S.A.)

1) The asociate was right, in that while under the manufacturers warranty, Circuity City will not touch it. That is not to say that they will not completely touch it. If the problem is some thing that is not covered by the Man.Warranty, then take it to Circuit City, and they will do the leg work with the Man. to get it repaired. After the Man. warranty expires, then you have the right to file a claim with CC. Now, even though I am employed with them, I will say that you have to assert yourself to get the results that are due to you.

2) Just for clarification, having been employed with them for 3 years, I will say that the only employees that get any sort of commission are TV salesman, and that is only if they meet a goal at the end of the month. They DO NOT get commission off of selling extended warranties. If that were the case, then I would be filthy rich with the amount of extended warranties that I sell.
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#4 UPDATE Employee

Clarification is needed....

AUTHOR: D. G. Jr - (U.S.A.)

1) The asociate was right, in that while under the manufacturers warranty, Circuity City will not touch it. That is not to say that they will not completely touch it. If the problem is some thing that is not covered by the Man.Warranty, then take it to Circuit City, and they will do the leg work with the Man. to get it repaired. After the Man. warranty expires, then you have the right to file a claim with CC. Now, even though I am employed with them, I will say that you have to assert yourself to get the results that are due to you.

2) Just for clarification, having been employed with them for 3 years, I will say that the only employees that get any sort of commission are TV salesman, and that is only if they meet a goal at the end of the month. They DO NOT get commission off of selling extended warranties. If that were the case, then I would be filthy rich with the amount of extended warranties that I sell.
Respond to this report!
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#5 UPDATE Employee

Clarification is needed....

AUTHOR: D. G. Jr - (U.S.A.)

1) The asociate was right, in that while under the manufacturers warranty, Circuity City will not touch it. That is not to say that they will not completely touch it. If the problem is some thing that is not covered by the Man.Warranty, then take it to Circuit City, and they will do the leg work with the Man. to get it repaired. After the Man. warranty expires, then you have the right to file a claim with CC. Now, even though I am employed with them, I will say that you have to assert yourself to get the results that are due to you.

2) Just for clarification, having been employed with them for 3 years, I will say that the only employees that get any sort of commission are TV salesman, and that is only if they meet a goal at the end of the month. They DO NOT get commission off of selling extended warranties. If that were the case, then I would be filthy rich with the amount of extended warranties that I sell.
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