On December 30th I bought a Toshiba Qosmio computer (stock number G25-AV513) i also purchased the 2 year warranty that included accidental damage and any service. When i got it home (after haveing the $100 CC service package installed) I found the Right speaker blown and the Operateing system was glitchy.
I took it back within half an hour of picking it up and asked to return it. I was told that i could return it for a full refund, minus my $100 service pack charge. While doing so i ended up talking to Michael in tech service. He agreed that the particular computer was a lemon and said that if i wanted to he would have a new one shipped in from another store ASAP. I agreed that this was a great idea.
When i went to confirm this at customer service i dealt with the store manager (Danny). After two and a half hours of trying to exchange the product Danny finally said "I dont believe that there is anything wrong with this computer and i dont want to drive out to the South County store and pick a new one up because i think your going to just return that one too." When he said that, after trying to return it for 2.5 hours, i said fine, just give me my money back.
He then proceded to tell me that it was going to be a $300 restocking fee because it had been taken out of the original packageing (The circuit city tech support crew took it out and i had it at my house less than an hour.) Also, when i first came in to return it i asked the young woman at the counter ( i can not remember her name) if there would be a return fee and she told me that there would not be.
I understand that the $100 service pack charge is non-refundable, but to be smacked with a $300 return fee because i received a bad product is unacceptable. In addition to that i do not feel that the afforementioned statment by the manager, Danny, was necessary or in line with good customer service.
st louis, Missouri