Laptop defective / Circuit City refuses refund

The store in question is:

Circuit City

270 Loudon Road,

Concord, NH 03301

Dear Customer Support,

Thank you for your time. I’m writing your company today because of a very frustrating and terrible experience I have just had with one of your stores in the Concord, New Hampshire.

The person I dealt with was:

Sabrina (she refused to give me her last name)

Title/Position:

I was told she was the “floor manager” and “CSA Lead”.

Toshiba Satellite laptop model A105

Ticket Number:

Purchase Price: $999.99

Payment Method: Credit Card

My complaint:

Last night on 2/23/06 I purchased a new Toshiba Satellite model A105. After plugging the unit in. I noticed that the battery charge light would not come on. The battery did not appear to be charging at all. After trying to charge it all night the battery would still not charge.

This morning I brought the unit to the same store I purchased it from. The technician on duty, named “JP” was very helpful. He investigated the lap top and agreed that the unit was defective.

I then traded the defective unit in for what turned out to be the last unit of this make and model the store had on hand and brought it to the office.

Once I arrived at our office I found that this second laptop of the same make and model was also not working properly. It would not charge the battery. No charge light would come on etc.

I then went back to the store for the third time. I then spoke with the same technician and after spending 30-45 minutes in the store we came to the conclusion that this laptop was defective and would not charge the battery properly.

I was then told that they did not have anymore of that unit in stock. After spending 4 hours of my time on 2 different defective computers of the same make and model I had lost all faith in that product.

I then asked for a refund of my money. The person I dealt with Sabrina “CSA Lead”, refused to refund the purchase price.

To recap my experience:

1. Within the last 24 hours I have purchased 2 computers from your company.

2. Both from the very same store, both the same make/model.

3. Store personnel have tested both units and the batteries on multiple computers and found the computers to be defective.

4. I have been denied a refund even though both computers were defective.

5. The best they would do was keep 150.00 of my money for my trouble and give me 850 back. Is that legal?

After your store’s refusal to refund my money I then contacted your Corporate Support via phone today. After talking to many people and explaining the situation in detail numerous times they have authorized a full refund of my purchase price (escalated reference #) but when your Corporate Support person called the store, the store still “refused” to refund my money.

I have now lost all faith in your Concord area store and the Manager/CSA Leader “Sabrina”. If ever there was a time for a company to have good customer service this was it and your company failed me completely. More insulting is her refusal to honor a corporate decision and refund my money, this leaves me at a loss.

I’m hoping that your company can step up and do the right thing here. Please contact me as soon as possible regarding this matter. I am submitting a copy of this letter to both the New Hampshire Attorney General’s Office and the New Hampshire Better Business Bureau.

How can a customer be punished for buying 2 defective products from Circuit City? If Circuit City makes this right they can keep my business.

Thank you for your time,

Matt Southerton