Circuit City Bad Customer Service, Did Not Provide Service I Paid For Cary North Carolina

I purchased a HP computer in December 2007, along with a 2 year extended warranty. Recently, after turning the computer on it was freezing, so I had to hold the power button down to turn the computer off. When you pressed the power button to turn it on again, you were lucky if it turned back on. I decided on August 31, 2008, it was time to take my computer in to have it looked at. Since it was still under warranty, they told me the diagnostics would be free, and there was a 3 day turnaround time (TAT) for them to do this. If they felt it was necessary, they would offer me a data backup service for $99.

On Tuesday, September 2, someone called and said due to backlog they haven't looked at my computer yet, but should get to it either the next day or the day after. (Funny how backlog can sneak up on you sometimes...)

On Friday, September 5, I had not heard back from anyone, so I called to check on my computer. The person I spoke to said they haven't had a chance to look at my computer yet, but it was 4th in line, so they should get to it tomorrow.

On Saturday, September 6, someone called and said they ran the diagnostics, and didn't find a problem with the hardware, so they had to reinstall the operating system. They said the cost to reinstall the operating system was $129.99, plus they recommended a data backup for $99. I told them I refused to pay that much because I haven't had the computer for a year so I shouldn't be having this problem in the first place.

In addition, I dropped my computer off the previous Sunday and was told they would run the diagnostics within 3 days, and it was now day 6 and this was the first I was hearing back. I told them I was having a hard time agreeing to pay that much, and asked them to waive some of the fees. The girl put me on hold to check with her supervisor, and when she came back, she said they can't waive any of the cost to reinstall the OS, but will do the data back up for $40.

I didn't want to commit to anything, so I said I would call back. I checked with Best Buy, who said they would charge the same thing. I figured since Circuit City already had my computer and offered me a discount, I would just let them finish what they said needed to be done. So, I called back, and told them to go ahead and fix my computer. I gave them my credit card number, and asked when I would hear back that my computer was fixed. The guy I talked to said "Maybe this afternoon, but if not tomorrow morning."

On Tuesday, September 9, I had not heard back from anyone, so I called to check on the status. The guy who answered the phone asked if I was calling about the HP Special Edition, and I said yes. He said he was just now looking at it and starting the data migration. I asked why I was told I would have it on either Saturday or Sunday, but he's just now looking at it. He said there must have been misinformation given. I asked when I would hear back that it was done, and he said "hopefully tomorrow". And then I said I look forward to hearing back from them "hopefully tomorrow".

On Saturday September, 13, someone FINALLY called me to my computer was done and I could pick it up.

I picked it up yesterday (along with a CD that supposedly had my data on it), and went to customer service before I left to complain about the horrendous service I received. The customer service rep gave me the phone number to their corporate headquarters so I could voice my opinion, and hopefully it wouldn't happen again.

The computer appears to be working. I had to set everything up again because it was like it had just come out of the box.

This morning I put the CD in to get my files back onto the computer, and there's less than 1GB of data. I dropped my computer off with hundreds of pictures, music, and documents. The CD has no pictures, no music, and is missing most of my documents.

I called Circuit City to make sure their "data migration" also backs up pictures and music, and they say "Yes, up to 10GB". (Which you would think they would tell you when they try to get you to buy the backup?) I said I picked up my computer yesterday, and I just put the disk in, and I have no pictures, no music, no important documents (like my resume). The guy tells me to bring in the disk so they can make sure "nothing has been overlooked". I tell him I have looked through every single folder on the disk, and there is nothing there. No pictures from college, my mom's wedding, loved ones who have passed away, it's all gone.

I bring the disk and my computer back into Circuit City today, and they confirm there are no pictures or music files any where. The guy checks through the notes and confirms there was nothing noted that they had a problem with the data migration. I said: "If I can't have my files back, then I want a refund." The guy replies and says they do not guarantee the data back up, and he can't give me a refund. I ask to speak to a manager, and the assistant manager comes over.

I go through the whole story. He said the same thing happened to him, and they can't guarantee the data backup. I suggested they should call the person if they know it doesn't work. He says they don't know until they've already done it. I asked if they could see that all of the files were not transferred once it's done and then call the person. He didn't really answer that. He said that they've already discounted the data backup for me, and there's no way to refund anything else because they did work on my computer.

So here I am, out $170 for a computer that's 9 months old, and the majority of my files are now gone from their crappy "data backup". Not one person has apologized for the runaround I got or the fact that my files are now gone.

Tomorrow I am going to complain to their corporate headquarters. Hopefully corporate has better customer service skills than my local store has.

But I have definitely learned that Circuit City is shady and should explain implications of things like the data backup up front. No one told me prior to me paying for the service that it wasn't guaranteed and they could only backup 10GB. I know in the future I will never purchase anything big from Circuit City, and if my computer has any issues - (((competitor's name redacted))) here I come!!

Kim
Raleigh, North Carolina
U.S.A.

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