Bought a computer from Circuit City with the "Extended Service Policy". First time I called everything went as expected, no problems. However, the CD writer quit working as soon as they installed the DVD ROM, and this is where the problem begins. I did not notice the problem for a week or so because I was using the freshly installed DVD ROM for everything to make sure it worked. When I tried to use the writer, all it did was spin the dvd at about 10 million rpm's and would not read. Seriously, it sounded like at any minute it would come out of the side of the tower.
Called the warranty company and things progressed as before, "A technician will contact you within 5 - 10 days to schedule a service time." Ok, cool. 5 days later, on the 18th of July, 2003, he did contact me. I was extremely tied up and could not leave work to meet him. When I informed the tech of this, he stated that it would be no problem, he would call Monday morning to re-schedule.
Monday came and went. I called the number that the tech had called me from and left a very polite message to the effect that he had evidently gotten busy and, I could understand that, please call me back and we will schedule this so that it is convenient for us both. Two more such calls and still no response.
I was able to reach him on Friday the 25th, exactly 7 days after the first contact, and was informed that he was on vacation this week and my problem was left with someone else. The other person should have called me on Monday to set up a new time, but he would call the guy and find out why he hadn't and have him contact me. I recieved no such call!
I then contacted GE Zurich to find out what was going on to find out that my case had been closed due to the fact that I was not reachable. Imagine that, I have voice mail on both my home phone and my cell, which is never more than 25 ft from my side, and I can not be reached? B/S! They never tried! There is no message from the service provider since Friday the 18th.
Ok, your service provider lied, so what do we do now? "Well, all we can offer is to start another incident # and you wait another 5 - 10 days to be contacted." No way, I have already been this route and I need this thing to work. Sir, our people say that they tried to contact you and you refused to answer the phone, it's your own fault because our service providers would never lie to us, so it has to be you.
I asked to speak to a supervisor and was informed that the person I was talking to had no supervisor, he was the CEO / King of the company. He answers to no-one. Cool, I have never talked to "GOD" before. Guess what, "GOD" doesn't care that he has your money and that you are sitting there with a broke computer. One that he accepted your money to fix, I might add. You accept his rules or do without, he has already spent your money so what do you matter to him?
Take my advice, forget the extended service policy and put that 300 bucks in a savings account. You can pay for the repairs and still have some left over. I swear, they have to be a subsidiary of AOL or UPS. When did the big corporations get the idea that they could survive just fine without the people that pay them? When did we stop being worth consideration? I will tell you, it was the day we sent then our money!
Lake Charles, Louisiana