Circuit City Complaint - Circuit City Refuses to Refund Money for brand new, but Defective Laptop.
CONCORD, NEW HAMPSHIRE -- This is my letter to customer support. They have not responded yet.
Dear Customer Support,
Thank you for your time. I’m writing your company today because of a very frustrating experience I have just had with one of your stores in the Concord, New Hampshire.
The store in question is:
270 Loudon Road,
Concord, NH 03301
The person I dealt with was:
Sabrina (she refused to give me her last name)
I was told she was the “manager or floor manager” and “CSA Lead”.
Make/Model: Toshiba Satellite laptop model A105
Ticket Number: 3769********
Purchase Price: $999.99
Payment Method: Credit Card
Last night on 2/23/06 I purchased a new Toshiba Satellite model A105. After plugging the unit in, I noticed that the battery charge light would not come on. The battery did not appear to be charging at all. After attempting charge it all night the battery would still not charge.
This morning I brought the unit to the same store I purchased it from. The technician on duty, named “JP” was very helpful. He investigated the lap top and agreed that the unit was defective. I then traded the defective unit in for the last unit of this make and model the store had on hand and brought it to the office.
Once I arrived at our office I found that this second laptop of the same make and model was also not working properly. It would not charge the battery. No charge light would come on etc.
I then went back to the store for the third time. I then spoke with the same technician and after spending 30-45 minutes in the store we came to the conclusion that this laptop was defective and would not charge the battery properly.
I was then told that they did not have anymore of that unit in stock. After spending 4 hours of my time on 2 different defective computers of the same make and model I had lost all faith in that product.
I then asked for a refund of my money. The person I dealt with “Sabrina”, refused to refund the purchase price. I asked to speak with the manager and she told me that she was a manager and refused to tell me how I could contact her superior. She implied that she was in charge and that no one else would do anything.
To recap my experience with this store and manager thus far:
1.Within the last 24 hours I have purchased 2 computers from your company.
2.Both from the very same store, both the same make/model.
3.Store personnel have tested both units and the batteries on multiple computers and found the computers to be defective.
4.I have been denied a full refund even though both computers were defective.
5.The best the manager “Sabrina” would offer me was to keep $150.00 of my money for all my trouble and give me $850.00 back. Is that legal? How on earth can you be charged a restocking fee for a defective item? Do they pass the same broken lap top around to multiple customers for $150 a pop each?
After the store’s refusal to refund my money I then contacted your Corporate Support office via phone. After talking to many many people and explaining the situation in detail numerous times the Corporate Support person contacted your store and attempted to negotiate a full refund of my purchase price (escalated reference #1m2*****).
The "floor manager", I assume "Sabrina" still “refused” to refund my money.
I have now lost all faith in your Concord area store and the Manager/CSA Leader “Sabrina”. If ever there was a time for a company to have offered good customer service this was it and your company failed me completely. More insulting is your managers refusal to honor a corporate decision and refund my money, this leaves me at a loss.
I find it hard to believe that Circuit City’s policy is to restock items that are known to be defective and charge their customers for defective items. I believe that this terrible incident could have been avoided had your Concord Store manager acted with common sense and decency.
I’m hoping that your company can step up and do the right thing here. Please contact me as soon as possible regarding this matter. I am submitting a copy of this letter to both the New Hampshire Attorney General’s Office and the New Hampshire Better Business Bureau.
Thank you for your time,