• Report: #146742

Complaint Review: CityAdvantage/Circuit City Stores

  • Submitted: Sun, June 19, 2005
  • Updated: Wed, June 22, 2005

  • Reported By:Effingham South Carolina
CityAdvantage/Circuit City Stores
9950 Mayland Drive Richmond, Virginia U.S.A.

CityAdvantage/Circuit City Stores TV warranty not worth the paper it is written on! Richmond Virginia

*Consumer Comment: Flyback refuse to allow Circuit City to repair it

*UPDATE Employee: A couple of questions."short time"?

*Consumer Comment: The "Lemon Law"

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I agree with some of the other posters that the CityAdvantage warranty is a ripoff. We don't have any experience with the laptop warranty, but we did purchase a 3 yr. warranty on a 32" TV we bought from Circuit City within the past 18 months.

Soon after we first got the TV it would emit a high pitched tone that would almost pierce your eardrum. We called this in, they sent a repair person to fix it, then about a week later the problem occurred again. We called again, the service person ordered & brought a part out to fix it, & by the next day it was making the sound again & the picture became distorted. Everything on the picture shifted to the left about 2" where you couldn't see what was on the right side of the screen.

We called again to report this problem & this time the service person took the TV back to their shop & said they were going to have to order another part. At this point my wife & I said we really should be getting a new TV from Circuit City, as under the "no-lemon" law if the product is reparied twice & fails a third time, we were entitled to another TV. We felt like we had met these requirements, but we didn't want another TV & wanted the problem fixed, so we didn't pursue the replacement. Weeks later we got the TV back. It still made the noise after the first 5 minutes of use & would then be OK, but we decided we could live with that.

After about 3 more months the noise has come back, worse than ever, so we called CityAdvantage & said "enough is enough", as we think this TV is a lemon & we want our replacement. Well, they have tried every trick in the book to keep us from having a replacement. They tried telling us we didn't fall under the category of qualifying for a replacement TV as it had been over 12 months since we purchased it - that it was in our contract stating that.

When we got a copy of our contract, it stated we would get a replacement TV if it failed during the life of the contract. Our warranty is a 3 year warranty. They finally relented on this point, but then tried to say that this was only the 2nd time the TV had failed. When we got proof that this was actually going to be the 4th time it had been repaired, they then said the number of repairs didn't matter, that we had only had 1 part put on - didn't matter how many repairs but depended on the replaced parts to qualify. If we could show we had had parts replaced twice we could get another TV. When we proved we met that requirement, they then said that what the contract really meant was that it had to be repaired 3 times & then fail after the 3rd time, before you get a new TV.

This is not the way we interpret it. We feel it means if it has been repaired twice & then fails again we would qualify for a replacement. During these conversations, CityAdvantage has tried to say that is not the way the contract reads & wanted to know where we got this information from, & when we said it came off of their own CC website, they then tried to change the requirements for getting a replacement TV.

Before all of you people from Circuit City write in saying we are stupid consumers who don't understand our contract, be assured we think we actually understand our contract better than CityAdvantage personnel. Either they don't understand their contract or they are trained to try every trick in the book to keep from admitting the consumer is due a replacement when a product continually fails.

Every time we have called explaining our situation & recurring problems, the person at CityAdvantage always says "the next time" you will get a replacement. We have been told this twice so far.

The bottom line is - don't waste your money on the extended warranty through CityAdvantage if you buy a TV from Circuit City.

Darlington, South Carolina

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This report was posted on Ripoff Report on 06/19/2005 08:44 AM and is a permanent record located here: http://www.ripoffreport.com/r/CityAdvantageCircuit-City-Stores/Richmond-Virginia-23233/CityAdvantageCircuit-City-Stores-TV-warranty-not-worth-the-paper-it-is-written-on-Richmo-146742. 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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#1 Consumer Comment

Flyback refuse to allow Circuit City to repair it

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

Odds are, since you're reporting a high pitched whine and picture distortion, that the flyback circuits are the problem. Any repairman worth their salt would have already replaced the flyback, however, when it happens multiple times, the problem is not the flyback itself, it's something in the circuit, probably dealing with the Horizontal output, ESPECIALLY since you had the picture shift.

All this is, i'm sure, nice to know, but doesn't help any. What might help is refuse to allow Circuit City to repair it. Check the warranty over and see if it mentions that the unit has to be repaired by Circuit City. If not, then find a local authorized service center that specializes in your TV.

I don't believe you have a lemon TV, I believe you have a lemon repair center. Someone can know exactly how a TV works, but not know a specific problem with a specific brand. Much like RCA TVs from the late 90's all had a "Tuner wrap" problem, where the heat generated by the TV would cause solder connections to become unstable and the picture would go to static until the set cooled down. Average repairman would NEVER find that, but an RCA tech would know it immediately.
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#2 UPDATE Employee

A couple of questions."short time"?

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

First off how long is a "short time"? If its within the first year you can often get the company that made the product to replace it. If they refuse to thats when CA comes into effect. The reason why they may not have given you a swap is because it might no be the same problem. Go to your store and talk to the SD. Just explain to him in a calm matter what has been going on. More often then not they will give you a swap out or at least allow you to return the CA.

For the majority of CA issues its always a good idea to talk to the store. The service centers are the ones who have to pay for returns and they arent a part of Circuit City. The store makes a good amount of money on CA and want repeat customers. Its also a good idea to be calm and acomidating. Dont demand too much.
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#3 Consumer Comment

The "Lemon Law"

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

Hi, Chris

Sounds like you've had quite a time with this TV. The way I understand the "Lemon Law" is that the item must have the same problem and must have been repaired three times. Meaning, if it fails after the third repair, then it qualifies as a "lemon" and gets replaced. From your post, I agree with you that you have had the same issue repaired three times and are due a replacement. I don't understand why CC is giving you the run-around about it. Stick to your guns and don't let them tell you otherwise. Go as far up the chain of command as you need to get it replaced.

Was it the manufacturer who sent out tech's those times to your house, or was it Circuit City? I'm assuming it was CC. If so, then saying:

"...don't waste your money on the extended warranty through CityAdvantage if you buy a TV from Circuit City."

makes it sound like they will not help you at all. If they sent out a tech those times to fix the problem, then this is not true. Mose TV's have a one year warranty from the manufacturer and to use that warranty, you usually have to take the TV to an authorized repair center in your city. It's inconvenient, but it dosen't cost you anything. I would be happy that they sent a tech to fix the problem so I didn't have to lug the heavy thing to a repair center.

In the end, I agree that you are due a replacement. I would call them again, explain that the television has been replaced three times for the same problem and you would now like it replaced. If the first person denies that, ask to speak with their supervisor. If the supervisor denies it, ask to speak with THEIR supervisor and on and on until you get the job done. Don't let up. Speak courteously to everyone and don't loose your temper. "You can kill more flies with honey than you can with vinegar".

Good luck, Chris. Let us know what happens once you get a resolution!
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