Circuit City Complaint - Very Unfair Customer Service, Resolution
PHOENIX / TUCSON, ARIZONA -- I had to post this online, I've never done this before but I want to share with the world how bad this company really is.
I purchased a laptop back in January not an overly expensive one around $740. I had issues with it when I returned home with it, the display would not come on, I called and they offered a 'free exchange' - I got home with that one, around 3 days later the laptop failed to come on for me, I checked everything, I returned it they looked it over and said it was a faulty motherboard, again they exchanged it.
They offered me yet another free exchange for the same model although it was an open box, it was a returned item, the same day. I said no and asked my other options, 'you can upgrade by paying the difference' - ok well if thats my only option, sure I can do that (they were friendly, and I figured you get what you pay for).
Not the case, several months pass, and my new 9339us laptop fails, the HDD went out, the integrated webcam stopped working (I never new it was failing until I tried to conference with family back home in the United Kingdom) and the battery lasted about 4 minutes on a full charge, when I fist got this upgrade it lasted about 2.5 hrs.
I called CC and had a total call time since last weds of 8 hours (mostly hold time), then they told me to fax my receipts in, I waited a further 2 days and they told me the laptop was a recall from HP back in June, I was shocked, neither company contacted it's buyers. They offered me yet another FREE EXCHANGE although it wasn't free, they liquidized all the circuit city stores in the Phoenix Metro Valley about 2 weeks ago and my closest store from my house was Tucson (140 miles) or Yuma (160 miles). I agreed to drive down to Tucson where I did the exchange for an equal machine. 6 hours $50 gas later I returned home and found that the wireless and Ethernet card didn't work. I contacted HP and they told me this model was manufactured back in Feb 2007 and was a recalled machine, the said it was CC that had to fix the issue as this machine was 190 days out of warranty anyhow. (How if it was purchased in Jan?), also I come to find the system is a complete downgrade, slower processor, shared ram on the video card and half the memory and HDD space.
I spoke to CC customer care and they put me onto a supervisor her name was Tocorro, she said she is the only supervisor in escalated called department and told me the only resolution was to drive to Tucson again and get an exchange for the same machine (which they no longer carry it was a recall) or one of lesser value, or I can pay for an upgrade OR get a credit for the one I currently have (I found this one was priced on CC website in the past for $600, thats not what I originally paid).
I explained to her that driving 12 hours and spending $100 in gas money wasn't fair because their company had to close every store (20 I believe) in the valley where I live. I said you should honor the upgrade or exchange for matching specs on my machine, she said 'exchange for the same model, we don't carry it anymore or get one thats worth less money or get your money back as a 'Store Credit' - this is beyond me, store credit, it's 6hours away and I don't shop online, when I want something I like to go pick it up.
So because of the mishap of them downgrading me, they offer me the downgraded value in refund by way of 'store credit' and of course $100 in gas for me to be able to receive that so make my first purchase of $740 now become a $500 credit for fuel charge to myself and a downgraded system.
I asked to speak to someone above her and she said 'she is the end of the line in corporate' - where do I go now?