Circuit City Complaint - Circuit City charges 15% for the return of DEFECTIVE electronics
FRAMINGHAM, MASSACHUSETTS -- I had a nearly identical experience as another person posting here, over just the last 2 or 3 weeks.
I Purchased a brand new laptop (Compaq Presario, V5101US) and within two weeks found it to be defective with a problem with the caps lock function. When caps lock was enabled, the pc would display lower case, and when caps lock was disabled, the pc would display upper case. Just the opposite of the way it's supposed to work.
It did this intermittently of course, it couldn't just fail outright, that would be too easy.
For background info, I'm a technical manager and regularly repair analytical x-ray instrumentation costing hundreds of thousands of dollars. I've used pc's in advanced capacity for a couple decades now. The point I'm trying to make, is that I'm not a kid who doesn't know what they're doing. When I saw it happen, I was careful to try several things while I could, to see if I could figure anything out. Well I couldn't. The problem just sort of went away as mysteriously as it had appeared.
I'm not willing to accept a new pc with a potential defect, so I returned to the store, and exchanged it for another of the same model. While there, they gave me the hard sell on extended warranty protection, and since I had the initial problem, I thought, ok, I'll buy it and at least think about keeping the protection just in case. Now does this sound like the action of a man who is buying and returning pc's for fun?
Anyway, the second laptop exhibited the same keyboard problem within about 3 days.
Extended warranty or not, I no longer had any faith in that laptop or in the stores ability to deliver a trouble free computer.
I contacted the store, and tried to locate a manager. My best efforts failed, and I could only seem to get one of their "leads" on the phone. He said he was busy, and would get back to me. Well he called back once to tell me he was still busy, then I never heard from him again.
We then took the problem to corporate, assuming that surely they would do something to make this right. No such luck. They would not take me/us at our word with regard to the problems, but after several conversations over two days they finally called the store to tell them if we brought it in, and IF they could locate a problem, they should refund our credit card in total. I knew where this was going...
I took it back to the store, knowing in my gut that the problem wouldn't reproduce at will, it happened only a couple times while we had it, so I knew it wouldn't happen in the store for them. I took it in anyway, figuring they MUST have some diagnostics to run on it???
The pc tech looked at the drivers list, saw there were none flagged with an exclamation mark, and typed on the keyboard for about 5 minutes, with no symptoms exhibited. Some diagnostics eh?
So guess what, they wouldn't budge. They charged me $98 for the privilege of buying their two defective laptops. Not only that, but they're convinced nothing is wrong with it, so I'm sure they'll put it on the shelf and sell it to some other poor soul who will have to go through the same thing.
I understand a stores reluctance to accept open electronics as returns. I understand the desire to charge restocking in certain cases. If someone receives a gift, and wants to return it, fine charge a fee, but to charge customers who are returning expensive and defective product is ludicrous.
I'm embarking on a campaign to make as much noise against this store as I can possibly make. I cannot believe they get away with this sort of policy.
From the looks of postings I see on this site and others, they won't get away with it for long.
If anyone has looked into class action against them, I'd sure like to hear about it.