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Keith of Oak Ridge, NJ February 29, 2008
Jan 8/08 I dropped off my laptop for disk drive repair. On Jan 15/08 was the promised date for repair. On Feb 10/08 called to pick up computer. My wife stopped in, asked to check computer with a CD before leaving store, and nothing was repaired. On Feb 11/08 the computer was authorized for repair by Circuit City to be sent out to repair center in Bristol, PA. On Feb 18/08 computer was sent to Bristol PA. (I then called around the end of February but didn't log in the actual call dates to the following: Circuit city service center, corporate complaint dept (specifically spoke with Mark), made numerous trips to the Circuit City store and dealt with a different store managers every time, and the City Advantage warranty dept.
SIDE NOTE: The Fire Dog rep at the store that initially checked my computer and wrote up my work order wouldn't even turn around to acknowledge me on my fourth visit and was complained about by another fire dog rep on my wife's visit to pick up my so-called fixed computer as having a problem with dealing with customers. As of today, Feb 29/08 I've dealt with yet ANOTHER store manager who apologized. The service dept called to tell me the initial repair part was defective and was reordered for arrival in 10 days, the service dept AGAIN, the warranty dept TWICE, and nobody has reference numbers such as case numbers or ticket numbers that one dept can trace to another. I've spent WELL over 8 hrs in person and on phone, almost 3 months in repair time...and nobody will help. When I dealt with the corporate supervisor 2 weeks ago (Mark), he said he'd sent me a 25 gift certificate. I don't even have that! All this for the extended warranty cost of 226. 59 for a simple disk drive that could have been FedEx'd out in 3 days, take 1 day to install and give 2 days to ship back. Instead, no one will actually help, and I'll be without my WORK laptop for close to, if not over, 3 MONTHS! I spent almost 300 dollars for an extended warranty that takes almost 3 months for my simple Gateway Disk Drive replacement to get fixed and I'm without a work laptop.
I haven't had a work computer since Jan 8, '08. My family bought a new desk top to handle the extra work we needed to deal with as both myself and my wife travel from time to time, so I couldn't depend on her laptop when she traveled.
Bernadette of Northvale, NJ January 17, 2008
I had ordered my 11 year old son a Playstation 3 for Christmas. It was the 40 gig, that was supposed to come with 5 Blueray movies. I was told by various representatives that being we have Verizon wireless broadcast, that the Playstation 3 would automatically adjust to existing settings. I am a single Mother on disability, the 400 I spent on this game has NOT adjusted to our wireless as of yet. Right now, my son is playing nothing more than a four hundred dollar game which incidentally; does not play Playstation 2 games so friends and family helped me by giving him new games to use with this. One representative told me that if the settings did not automatically adjust, that I would need to have an Ethernet wire run...our main router is downstairs and there is no way we can rewire the entire house. I am currently living at my parents as my father is terminally ill. It's not even my own home to wire if I so chose too! I was told if I was to have purchased a 30gig or less, it may not adjust to wireless settings. 400. is more of my disability check than I can afford. I wanted to do something special due to my son having to live with his gravely ill grandfather and disabled mother. I spent hours on the phone with Circuit City being passed from rep to rep then to firedog. I would have certainly taken this into serious consideration prior to purchasing. Now...I'm stuck with it. I have always relied on Circuit City - up until now that is. I now shop at Best Buy and refer friends, family and anyone shopping for electronics. Are they desperate for a sale? It will take me at least until March to catch up to bills because I gave in and bought this at their recommendations. I've e-mailed complaints but have received not one response. Maybe I am not technical but I would expect the store I am buying from to be honest - they would have gotten a sale, whether it be the Playstation 3, or another game. Now...there's no chance. I cannot take this game away from my son-he adores it. Of course he does not know all of the capabilities it is supposed to do. Another year or so-he'll know. Circuit City has lied to make a sale. Aside from taking advantage of my being on a fixed income - something I made perfectly clear; an 11 year old is really the victim.
I am out of 400.00. I had purposely called to ensure that prior to spending the only money we have to live on - I was guaranteed that this system would self-adjust. Since it does not play games from Playstation 1 or 2, many people spent alot more than planned so that he would have something for this system. It was also supposed to come with 5 Blue-Ray Discs, haven't seen, heard or received instructions on those. Each game is 59.99 +...though most of the games on average are 69.99. I would have spent 400. towards a new computer as the prices have dropped so low-he could at least do his school work also. AND WE WOULDN'T BE MONTHS BEHIND IN BILLS.
Jerry of Elizabethton, TN January 4, 2008
I purchased 4 Kingston memory modules for my Dell desktop pc from Circuit City. Upon installation my system started crashing constantly (every 5 to 10 minites). I took the system to Circuit City for a Firedog diagnostic check (60.00). Firedog informed me that my hard drive was going bad and needed replacing. I replaced hard drive and no change in system crashing. Then Firedog told me my power supply was going bad. I replaced power supply and no change.
Upon returning home with the system I proceeded to uninstall the memory modules one at a time. After removing 3 of 4 modules my system returned to normal. I then contacted Kingston about the problem and was told that their KVR line of memory was not compatible with name brand systems. That it is to be used on white box systems. I asked why this was not disclosed on their product packaging and was told, "We expect the consumer to call us about product compatibility prior to purchase." I then asked why that statement was not on product packaging? I was told that they didn't see the need. I did finally get a return number from them so I could send it to them and they would send another build of the same line of modules. If the replacements do not work I will send them back and continue to send them back until I receive modules that do work or they get tired and agree to replace with guaranteed compatible modules.
Hard Drive 250.00 Power Supply 100.00 Firedog Diagnostic 60.00 Julie of Champaign, IL November 28, 2007
We went to Circuit City to purchase a package deal for an LC 42 inch LCD HDTV 1080P. It included the TV mount and Firedog Installation for 1299.99 in the 11/25/2007 ad. The store had no signs anywhere; the clerk finally helped after 20 minutes of standing there. When I asked him to show me the TV, he showed me a 720p model listed for 1099.99, I said that according to your ad it is a 1080p, and I showed him the picture. He said he wasn't aware that the ad said this and that I was the first person who mentioned this. I asked him what he would do about it, and he went to find a manager. After 15 minutes he returned with a white sheet of paper stating there was an error in the ad.The TV pictured was inadvertently listed as a 1080p but should have been a 720p. This kid said they must have forgotten to put the signs up.
I then asked to speak to a manager. Jeff then walked up and said, "Oh yes, this was posted--someone must have taken it down." There were no ad corrections anywhere in this store--none at the front or near the actual TV. Jeff said some had been on the front counter but someone must have taken them all! It was very clear that this ad correction had not been posted, and I caught them in the act of attempting to sell me a 720p when I thought it was an 1080p.
No one offered me any resolution, and I had to spend most of the next day tracking down a place to complain. When I got through, a nice Indian women told me she could take the complaint, but I could not speak to anyone in authority. They will review my complaint and call me in 24-72 hours!
We went in to purchase this item as it was a good deal.When we arrived we were treated with disdain and indifference, and frankly, lied to. I fully believe they would have sold me the lesser model TV if I had not spotted the discrepancy. This feels as if it is a bait and switch scam.
Tammy of Union, SC November 26, 2007
I purchased a computer from Circuit City on Nov.21, 2007, and when I tried to install the installation disk that it stated: no hardware driver. On Friday I called the store and they asked me to call back Saturday due to black Friday. On Saturday the lead Firedog Tech said he would not help me, that I need to bring the computer to customer service, and I would have to pay 129.00. I said no, that I would return the computer, and he said fine.
When I returned the computer they charged me a 15% (67.00) restocking fee for opening the box or said I could exchange. Why would I want to exchange and deal with this situation again? They were no help; why would I think they would be helpful in the future if I had another problem? Huge rip off! They have a win-win situation. They could continue to sell defective merchandise and have a second income.
Kai of Beaverton, OR September 27, 2007
I purchased a new computer at Circuit City, took it home and set it up. It became apparent that the modem did not work, so since it was an ACER computer, I contacted them first. They diagnosed that the modem was broken and offered to send me a new one. Since it is an internal modem, I would need to take it to a computer repair shop to be installed. They did not offer to pay that cost, nor suggested that they would. Instead of incurring a new bill, I took the machine back to Circuit City where I purchased it, explained to them the problem, and they exchanged my machine for a new one of the same type.
I took the new machine home, set it up, and guess what? Same modem problem. I took the machine back to the store the next morning and told them I wanted a refund. Circuit City was glad to give a refund, but they would take a restocking fee because the box was opened of 10%. This amounts to approximately 100. Not much money, but the idea that they were going to keep my hard-earned cash for their defective equipment sent me off the edge. I spoke with their tech staff prior to bringing the machine in, and was told they could fix it with no cost, as I did not purchase a repair contract. I was very specific on that issue, as I did not feel I should pay to repair something that should not be broken.
When we spoke with the Firedog personnel, we were informed that they were going to charge us 30 to diagnose the problem (which I told them I already knew), then they would charge us bench time to repair it at standard rates. At that point, I asked to speak with the store manager because I did not feel this was a fair practice.
The store manager told me they would swap out my machine with something else (and I would pay the difference, because they didn't have any more of the same machine I purchased) or I could get a refund with the restocking fee they charge. Only those two choices were presented.
I ended up taking the machine to a friend who has a computer shop, which is where I had my previous machine custom-built. He repaired my machine for 40. I will be submitting my repair bill to both Circuit City and Acer, because one of them will reimurse me for the defective product.
Prenella of Jamaica, NY September 5, 2007
I hired firedog to install a tv for my elderly disabled mother in her home. I pointed out to the installers that tv seemed kind of high. they said that it should be above eye level. I pointed out my mother's neck and back disability again, but they told me to trust them it will be fine. I did just that...I trusted them because were supposed to be professionals. within 30 minutes of my elderly disabled mother watching the television her disability (neck and back) started to act up. I called the company immediately to tell them and also advised that's where their techs insisted on putting it. They told me too bad bacause I signed to receipt of service. They gave me the escallations department number (800-611-2259), but they told me that I would hae to pay 175 for removal and replacement. Of course, I was not happy. I asked the manager to speak to her manager, but she said she's the only one and that's it. The most she was willing to do was giv me a 25 discount on both the detachment and reinstallaion. That is absolutely ridiculous. I could barely afford to buy my mom the tv and pay the initial 245 for the first installation. They remove to move it unless I pay again. I kept on pointing out that the tv was placed there because thier professionals said to leave it ther because that's where it belongs. Regardless of the fact that I told him it seemed a little too high.
Due to their persistence and me foolishly trusting them my mother's disability will be a constant bother any time she watches the tv. If I have to remove it I will have to pay someone else AGAIN. So unfair. Watever happened to customer satisfaction? Whatever happened to company's accepting the responsibility for their employees?
Paula of Escondido, CA August 23, 2007
Last July 1 I bought a notebook at Circuit City for 599.99 and I felt that I have been exploited by the salelady and the company. The salesflady had promise me so many services and things that when I was going through the receipts there were so many unnecessary transactions that I do not need. Like the norton system which i paid 70.00, the Firedogs (w/c is one hour call to a tech.) I called and they told me I need a DSL so I cannot use the service when I tried to return the 39.99 Firedogs, they told me that they will not give me a discount and I have to pay full amount for the notebook w/c is 714.99. So took the firedog w/c I haven't use cause I do not have a dsl for my notebook.The saleslady told me that i could have a free printer that I like as part of the promotion. She gave me a rebate. I opened the printer it was not the printer I thought I would get, it was 39.99 with a 50.00 rebate and the printer I pointed out was on sale for 69.99. I returned it and have to pay another 43.00. Saleslady gave me all the rebate and 150.00 of the rebate was reject by Circuit City and told me to talk to Circuit City. Norton system doesn't have a box and I 71.00 rejected. I norton system at Fry's is only 29.99 w/ a 30.00 rebate. They charged 71.00.
They also have a tricky business with credit card. You buy no installment for 3 years, when you buy another item it would say no installment for 1 year, so what do you do if that one year lapsed you will have an interest even though it's 3 years cause they divide your payment into the items you buy.
Vince of Lexington, KY February 20, 2007
My Toshiba P25S Laptop locks up during boot up. so I took it back to the store where I bought it to use the extended warranty that I bought for 259.00. The person in the FIREDOG repair dept. said that it sounded like the hard drive, and they would look at it on Monday. This was on the 10th of Dec. Long story short, ten trips back to store and it is still there. They lost it for 4 or five weeks in the store. Then they left it sitting in a store room for another week before attempting to send it out for repairs. Sometime while in the store it got wet. Well the warranty people said they can't fix laptops that get wet, and want me to take a 1800.00 paper weight of their hands. Today is the 20th of Feb. and they are not interested in hearing what they did.
Who can give me some numbers to call, or email addresses to write, or the name of a regional manger to get something done, and get my laptop fixed?
I can not do the work I need to do on loaner laptop because of the virus threat, and have made at least ten trips to the store with nothing but a jerk behind the counter to deal with. Then take into account that they are the ones who have been irresponsible with my laptop. Lost it for many weeks, lied to me about it, and now wont take responsibility for repairing it. 1800.00+++
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