Circuit City

Circuit City • Firedog • "No-Interest" plan • Rebates • Returns, Exchanges • Warranties • Cameras • Computers • Home Electronics --- News • Taxpayers Assume Circuit City Retirement Plan • Systemax Buys Circuit City Name, Web Site • Circuit City Reassures Service Contract Holders • Circuit City Will Liquidate, Putting 30,000 Out of Work • Time Running Out for Circuit City • Circuit City Seeks Bankruptcy • Circuit City Closing 155 Stores • Chase Trashes Tapes Containing Circuit City Customers' Data • Circuit City Settles Advertising Complaints with New Jersey

Crystal of Palatine IL
Sony DSC-T digital camera purchased 1/1/05. Tried to return 1/7/05 cause pictures appeared blurred. I would receive 15% less from original $425 due to restock fee. Camera is discontinued 1 wk after purchase. They were to exchange product with another closed box exact camera. I noticed the security tape slightly unaligned and argued that box was opened. They argued "no, that's illegal." Box opened by manager in front of me and twist ties were missing around power cords and 32mb card missing. Obviously opened and this camera was delivered by truck special order for me to be picked up 1/9/05.

They lied and still will not refund money unless they subtract 15% restock fee. On 1/9/05 I later received an evening phone call to tell me that a new camera had just arrived. Twice in one day they tried to exchange the same opened box product passing it off as an unopened box product by a different manager. I am out about $65 if they refund money. That's not acceptable to me.

Kayce of Texas City TX (1/5/05):
In July 2003, I purchased a digital camera from a Circuit City store. We were very excited to use this camera because my husband and I just welcomed a girl into the world. We bought the top of the line camera, at the time. The sales person interested us in the City Advantage warranty and this was purchased as well. In the store, we were told the coverage began after purchase and if anything went wrong, there was no hassle and the problem would be fixed. All said and done, we spent approximately 1000.00 on a single purchase.

Nonetheless, since the first picture we took, problems occurred. The photos were all blurry. We returned to the Circuit City store within the 14-day period, explained the situation to the manager on duty and requested a new camera. He looked at it and told us there was nothing wrong with the camera. We returned home, read the manual, and continued our attempts to take a good picture. After these attempts failed, we returned to the store. The management at the store said they would have the technician in the store look at it. Again we were told there was nothing wrong with the camera and were told the 14-day period to exchange ended and we would have to get in contact with City Advantage, if we bought the policy.

We contacted City Advantage shortly thereafter and were informed that we were under the manufacture’s warranty and needed to contact them. Being we were in the process of moving from Utah to Texas, we waited until we settled in Texas and called the manufacturer. Then sent the camera to Nikon and there were six things wrong with the camera. Nikon fixed the problems and returned it. When we received the camera back, the problem was fixed. We could now use the camera and the pictures were perfect.

In December, we attempted to use the camera and problems recurred. Noises were made from the camera, the flash would not work, the picture mode would not take at certain times, and when the pictures would take, they were not coming out appropriately. We had to leave for the holidays and I waited until our return to handle the problem. I contacted Nikon’s technical support and they went through a series of tests with me. After the tests, the conclusion was that the camera had more problems and I needed to contact my extended warranty holder. This is when I contacted City Advantage again.

Upon my initial conversation, I spoke with Sherrie (800-555-4615). I was told City Advantage would not cover my claim because of the pre-existing condition. However, this is not a pre-existing condition because the camera was returned in perfect condition. Being the plan states there is a no hassle claim, I expected to call and tell them the problem and this be fixed. Instead, I was asked specific dates and history. My answers to questions were confusing because I felt I was under interrogation. I was very dissatisfied with the conversation Sherrie and I had and asked for a phone number to call for someone above her. She then told me she would give me Nikons number and that was it. I told her fine, thank you, and goodbye.

I called back and asked another representative to speak with a supervisor. I was given the consumer relations number (800-251-2665). I spoke with Dave in this department. I attempted to explain the situation to him and he read the notes from the previous call. I explained to him Sherrie was not listening to me and putting things in my mouth. There was no telling what she placed in the notes. I told him I called City Advantage after being told to at the store in which he proceeded to tell me there was no record of that call. How this is, I do not know. I asked him for a manager or someone above him and was told he was the manager and there was no one above him. He then told me I would need to handle the problem with Nikon.

Eventually I called back and talked to Dave again. I explained to him the situation with Sherrie and trying to speak with her supervisor and he told me he would check the problem and get back to me. He also stated they either fix none or all, which is not stated in the contract. I then decided the employees I was in contact with were not going to help me with a resolution. I tried to get in touch with the president of Circuit City, Richard Sharp, but any number I found was not correct and I faxed the executive response supervisor a letter.

Economically, if the camera is not fixed under warranty, I pay for the repairs through Nikon. I paid around 800.00 for the camera and 89.99 for the warranty. I have missed pictures of my daughter's first 2 years and there is no price to place on that.

Helen of Studio City CA (7/26/04):
I bought a video camcorder in November 2002 with the extended warranty till November 2005.At the time I spent $649.97 on camcorder and $134.99 on extended warranty. In July 2004 I had a problem with the camcorder, the cassette case got stock and was not closing. I brought the camcorder back to the store for the repair. Couple of days later I received an estimate that to fix my camcorder will cost me $479.55 (the camera is not even worth that much nowdays). I was told that camera had water damage and when I asked how did they find out I was told "by just looking at the camera".

It did not have any water damage at all and at the same time cassette case got stuck the camera was still working. How can a camera work if it was in the water? I declined the repair and I called the store manager Shawn who was not much help at all. He said that his supervisor is on vacation and he is not authorising the repair. The only thing he suggested is for me to pay for the repair. I told him that this is not an acceptable answer. He gave me the phone number of resolution center where I spoke with Sheryl who transferred me to another line for on line service department.

From there i called customer service for Circuit City and spoke with Mathew who transferred me to his supervisor Paul and nobody can do anything about it.

Janine of Jacksonville FL (6/20/04):
Purchased a digital camera approx. 2.3 weeks ago. Batteries were being used at the rate of 2 AA every shoot. Circuit City feels that this is normal. I feel that this is a defective camera. A suggestion was made to purchase rechargeable batteries. However, the unit drains the batteries every use. Hello ... Something is wrong with this picture. Circuit City took the unit back and charged me 15% restock fee for a defective item. That is their policy. So guess I am through doing business with those folks.

Denise of Thomasville NC (5/30/04):
May 1, I purchased a Kodak Easy Share Digital Camera Model DX4530 for $299.99 from Circuit City. On 5/30, Walmart came out with an ad for the same Kodak Easy Share Digital camera with a Bonus docking cradle for $298.57. I called the store to see if they would honor Walmart's ad. The young lady told me they would honor the price difference if I brought in the ad, but they would not honor including the docking cradle unless the High Point Walmart store had one in stock.

I asked her if they would call other Walmart stores if the High Point location didn't have any available and was told no. She said they were very busy and didn't have time to call 20 other stores to see about availability. I only ask her to check Thomasville, Lexington, Greensboro Walmarts. These are stores in our area. I felt it was unfair to me that Walmart's had to have a camera in stock for them to honor the ad. She was very rude and had an attitude problem especially when I asked her why they would not honor the ad fully. Walmart wouldn't have advertised the camera if they didn't have some of these cameras at some of their stores.

I think this was very unfair. I can't help it if the stores are sold out. I called the High Point location and they had already sold out of the cameras. I didn't bother to drive all the way to High Point for the few cents difference. A Gateway store recommended we buy our camera at Circuit City since their stores were closing. I will not shop at Circuit City again. If they want honor something little, what will they do for a major problem?

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