Circuit City-Round Robin Extended warranty not honored Dallas Texas & Richmond Virginia

Hi Tonia,
First I should say, you can't really make them give you anything and the best way to approach this is from a non-adversarial perspective. Ask CC what is the dollar amount they are working with. If you can tie them down to a set of numbers that will give you more options. If they won't do that than inform them you would like something as close to what you have as possible. You probably will not get the exact same computer but tell CC you would like a different model and you would stay within the dollar amount quoted to you, if they gave you one. You can look up the dollar value of the laptop they offered you, find something you like in that price range and approach them with that information. Ask them what type of warranty you would get with the new computer and would the monies you paid for the warranty on the old laptop be refunded so you can purchased a warranty for the new laptop. CC is offering you a model that is less because they are looking at the fact that the original laptop depreciated in value over the time you had it. A court would see that as reasonable. You can recoup some monies if you purchase a model that has a number of CC and brand rebates.

CC doesn't care about your ability to chose your own products, they just want to deal with this as cheaply as possible. Also, since you purchased your laptop from a store that is now closed a physical store or some part of the company is going to take a loss. This may be why they want to send you a model from the company-thus not short changing a store. Stores compete against each other so if a particular store is basically giving out freebies that management is not happy.

The best approach in a non-adversarial one as I stated before. Hold your ground with them but at the same time present yourself as willing to work with them. If CC seems completely unreasonable than follow through with your option to go to court but don't tell them. They will just see it as a ploy. If you're completely unhappy with their offer just tell them you need to think about it. Document all communication with CC, file a Better Business report and than file a small claims suit. The minute you're presented with a viable offer get it in writing immediately. Best of luck.

Rhonda

Hi Rhonda,

Thanks for the quick response. I got a response back on Wednesdy from the warranty company. Her name was Gina unfortnuately I missed her call. I finally spoke to her Friday June 2. She stated they want to replace my laptop and have offer to send me a brand new Compaq v4440us laptop. When I asked if I could choose a different brand model seeing how I have had such much trouble with my compaq 2105us model she stated I couldn't and that if I decided on a different model she could not gurantee it would be new. Here is my problem :the notebook she is offering me is $180 less than the original price of my notebook, they are not offering any warranties or refunding me the cost of my warranty. It feels like they are trying to force me to accept a notebook I don't want. Second I am quite capable of choosing my own technology products and under their warranty they are liable for the full cost of my notebook plus tax. How were you able to get them to allow you to choose your own notebook at the store which is what I am asking to do. Should I contact legal again. Would appreciate any advice and insight you have?

Hi Tonia,

I filed a small claims suit at the City of Southfield City Hall on Evergreen Rd. I suggest you also file a small business claims just to demonstrate you're making an honest effort to resolve this. Make sure you have all your phone calls documented with dates, times and contents of conversation. Also, get the names of any individuals you spoke with. Everything has to be tight to demonstrate to the courts you have really gone out of your way to give CC time to make repairs. CC will receive a copy of the suits you file and you need to prove to them you mean business. They won't respond until a day or so before your court date so be patient. Better Business Bureau won't do much but it's a necessary step I think to shake up CC. Maybe if they get enough bad reports about CC they will investigate. Good luck.

Hi Rhonda,

I too purchased a laptop from circuit city's now closed southfield michigan store. After several botched repairs they are now refusing to repair or replace my laptop. I was wondering where did you actually go to file suit and was the cost. Needless to say I have had it with Circuit City.

It has been about 7 1/2 months since I began my battle with Circuit City's Warranty Department and it took a report to the BBB and a small claims law suit to force them to do what they should have done months ago-replace my laptop as indicated in the service warranty. Circuit City and I were scheduled to go to court on February 15, 2006.

February 14 a message was left on my answering machine by Tamara Shepherd a paralegal from Circuit City Corporate Legal Dept. stating we could resolve the matter without going to court. We spoke the next day and came to terms which provided me with a new laptop and a check which would pay for the 4 year service warranty. Upon returning the inoperable laptop to CC I was given a store credit which was applied towards the new laptop. Considering the old one was 4 years old, I was getting a better product. It took a few visits to get a laptop I was happy with because the Store Manager & Sales Manages were guiding me towards the unit they wanted me to have which was a lower end Toshiba. Management definitely had a bug up their butts. I didn't have the old unit with me so this gave me the opportunity to email the legal department and tell they I wasn't happy with the way I was being "guided" towards a specific model. I was unavailable for the next 8 days so I emailed legal and let them know I wouldn't be back to the store until the weekend of March 4-5.

When I returned to the store on March 4, the Manager greeted me and on the walk to the computer department I informed him I had not selected his store it was the District Manager who suggested I come there. The energy shifted and he really lightened up from that point. I selected the laptop I wanted-an HP, which has a $250.00 rebate. The Management staff actually became friendly. Surprise. One of the Service Managers read all the emails on the small claims suit and had a lot of questions on how to file, where to file, who pays for what, how long it takes, etc. Don't know what that's about and didn't ask.

Perseverance and patience paid off in my case. I'm told by the CC Management that CC has a new warranty company. So me dilemma is do I get an extended warranty for the new laptop or not? Any suggestions?

Thanks Tonia,
I have filed a small claims suit in the city of Southfield where the laptop was purchased. It's scheduled for February 15. I initially filed a report with the BBB and received a letter from them last week. Circuit City's' response to their inquiry was they couldn't discuss the case with BBB because their legal department was handling the case. However, Circuit City didn't respond to the BBB until the 45 day time frame had expired from the time I initially filed with them. Circuit City has not contacted me so I am assuming they will show up in court on the 15th. We'll just have to wait and see.

Hi Rhonda,

You may want to write a letter to the legal department and call them. I have gotten results that way.

You state the laptop may have "liquid damage" and "they don't want to turn you down." Please explain exactly what "liquid damage" means? If there is an issue with "liquid damage" it certainly is no fault of mine therefore ethically, morally & legally Circuit City is at fault and have violated the terms of the warranty. Regardless, by Circuit City and their warranty company accepting physical custody of the laptop and performing any work on it is an admission it falls within the terms of the warranty.

I don't think this company has a problem turing me or anyone else down for anything if you've read any of the unethical business practice reports of Circuit City customers. Bottom line, Circuit City is conducting business in a highly unethical manner.

A friend of mine took his laptop to Circuit City for repairs. He was told it had to be sent out but complained and the salesperson did some "fixes" on it so he wouldn't have to send it out. He was fortunate because this guy build computer as a second job. After he fixed the problem and gave the laptop back to my friend his parting words were "you should have purchased this from Best Buy, CompUSA, MicroWorld. Any place but here. When the employees make statements such as this, you know there is something unethical going on.

From what your problem is, it sounds like it might be liquid damage, I've seen many w/ the same problem

Therefore they may be giving you the run around because they don't want to turn you down.

Just a bit of input