Circuit City Informative - Repairing MY HP Laptop
NASHUA, NEW HAMPSHIRE -- Circuit City Advantage Protection Resolution Team
Case Number # 8125527
On May 2, 2006 I bought a HP Pavilion Notebook PC DV8210US, CSP Plan, Cannon Printer MP500, Webroot Installation Software, Microsoft Office Software, 2. Kingston Technologies 512 MB Ram, from Circuit City, In Nashua New Hampshire, this was after many months of researching for items I would need for my home office.
My laptop was working great until August 16th when the screen went black. When I couldn’t recover any documents or software, the light came on and was trying to read the driver but nothing worked.
On August 17th after work, I drove back to Circuit City in Nashua New Hampshire about 40 miles away, to give the store my laptop to send out for repairs, since I had bought the protection plan. I was advised I needed to go home and call CC Advantage Protection Plan, so I drove home called and after speaking with a customer service representative I was advised to call HP since this laptop was still warranty under the manufactor.
Upon talking to HP Customer Service, I was advised a box would come to my attention which took a couple days to arrive. I then shipped my laptop to HP and waited to hear from a represantive, finally after calling many times, HP advised me that there had been a liquid spill on the laptop (even though I never spilled anything on the computer) HP wanted $ 698.00 to repair the computer, at such time I asked HP to send the laptop back to my attention, which took some time. But finally my laptop was returned to me. I then called to CC Advantage Protection Plan, since I had bought additional protection coverage at the time of purchase.
When calling CC Advantage Protection Plan on September 13th, I spoke to a lovely lady name Lorraine x 4261 who was very helpful, gave me case # 8062650. I was requested to wait for another box which finally came to me days later. Lorraine advised me that my laptop would be shipped out to a third party services provider called Nexicore, in Simi Valley California, she told me there would be instructions in the box of what items Nexicore would need to do repairs to my laptop.
Upon receiving the box from Nexicore there was a laptop repair return instruction sheet please (see attached), in this letter, never did it state to take out my memory rams chips that had been installed at the time of purchase, nor did it advise me that if the laptop could not be repaired that it would be destroyed, and not returned to me. I also made them aware that HP had told me about the spill damage and to show me proof that there was no spill damage. I knew that the whole time that I’ve owned this laptop that I never ever had any beverages near it. I was then told when Nexicore takes the laptop apart they would take pictures to document the problems with the laptop.
I was advice via Circuit City Advantage Protection web page that my laptop had been received by Nexicore, and was being fixed and then had been fixed and was on it way back to me. When my computer never arrived I called CC Advantage Protection Plan, and they advised me the computer could not be fixed even though the web site said it was being sent to me.
On September 26th after talking to Customer Services Representative
Erin advised me that the laptop was unable to be repaired and that two
Replacement option was being suggested, A. a Refursed, Gateway computer with a slower Processor or option B a gift card for the value of 849.99 lower then my original price of my HP laptop. I told Erin to get a better offer.
On September 26th again later in the day, I called and spoke to a man named David, who told me that another offer had been made of a gift card for $ 1099.99 I asked that he request my memory ram be returned to my attention since the computer could not be repaired, and that I be emailed with any picture of the laptop when it was opened up to show that Nexicore had found liquid damage. (Since I never spilled any liquid on the laptop.) David advised me he would email Nexicore to ask for both of these items and I would be emailed in the next two days with a responds.
On September 29th I called CC Advantage Protection Plan again since I never received an email from anyone or a phone call.
I was then advised by Vinu that the case number had changed to
8119300 and that no memory had been recovered and that my laptop had already been destroyed and no pictures had been taken. I told him I wanted restitution for the memory ram since I had paid $ 65.00 each
That I would want another CC gift card sent to me for $ 130.00 plus I wanted my new laptop covered by the original protection plan.
That I had paid $ 400.00 for a 4 year protection plan, and only had my original laptop for less then 4 months. He advised me this was not possible.
Then I asked to speak with his supervisor Erin, who told me that
The ram was considered an upgrade and upgrades where not covered under the protection plan policy, does not state this to be true. I advised Erin I would want restitution for my memory and that I had never been advised to remove the ram from the computer prior to shipping it to Nexicore. He then advised me he authorized Nexicore to destroy my laptop with out permission from myself, and didn’t care that I still had legally owed the laptop.
He advises me CC Advantage Protection Plan had the authorization to advise a 3rd party to destroy or fix a computer, without asking for my permission. Where then I hung up on Erin. I was so upset with his manner.
On October 5th, I received a call from CC Advantage Protection Plan telling me they had another offer, and I called back to find out from Representative Scott that a gift card for $ 1099.99 was not sent to my attention and a new case number had been give 8125527 and that they wanted to offer me another option of a Refurnished Acer, and not give me my memory rams back or a gift card for the memory ram or have my protection plan policy be cared over to a new computer.
I asked that Scott have a member of the replacement team contact me.
No one ever contacted me.
On October 11th I received another call from CC Advantage Protection Plan telling me they had another offer, and I called back to find out from Representative, David, who advised me they had another option of a refurnished HP Pavilion DV8225 NR notebook,
But that there was no mention in the offer of caring over my protection plan to a new computer.
As you can see I have been trying to get this resolved for over 2 months,
I have had many different customer services reprensative who state that they will call me back and never do, state they will email me and never do.
I am sick of talking to people who don’t have the authorization.
Please at this point I am very upset with Circuit City as a whole and would like my money back that is the following;
$ 1099.99 for the laptop,
$ 129.98 for the memory ram,
$ 399.99 for CS plan.
A total of $ 1,629.96.
If I do not hear from your company bye October 30th I will be contacting
Help me Hank, a local news station who helps customers with complains and the Better Business Bureau.
Since faxing this letter to CC Advantage Protection Plan I was called bye a represenative who advised me I could and would only be able to receive a reburnished computer value worth $ 790.00 or a gift card value worth $ 790.00 and that nothing else would be replaced.