Sony Multi-Disc DVD Player

Circuit City

I bought this DVD player in October of 2005, and purchased Circuit City's Extended Service Plan with it. Circuit City touts this plan as "Hassle-free". In late November 2006 this DVD player started not playing discs and displaying "cannot play this disc" in the display message and on the television screen. Every disc that the player said it could not play plays in my other DVD players. I brought the DVD player to the local Circuit City store to be repaired or replaced. There we were told it had to be sent out for service, this was on December 1, 2006. I got the player back on December 21, 2006. I brought the player home, loaded all 350+ discs back into it and to my utter dismay it said the exact same thing. This irritated me greatly since they had the machine for well over 2 weeks in their service center.

I took all the discs back out of the player and located the customer service number on Circuit City's web page. I spoke to a supervisor named Roxanne who assured me that since they did not fix my DVD player they would replace it. On December 22, 2006, I returned to Circuit City and spoke with the manager there. He insisted that he needed an RNA number to replace my DVD player. He made me call the customer service number and gave me no assistance whatsoever in dealing with the people there. They had no idea what an RNA number was and yet this store manager insisted he wouldn't replace my player without one. After spending well over two and a half hours in this store talking to various representatives of Circuit City by telephone I was informed that I have to get this RNA number from the service center in Atlanta, GA. It is of course after 5:00pm at this point and Christmas weekend so there was no one even answering the telephones in Atlanta. I began making telephone calls after the holidays and have gotten the complete run-around from everyone.

No one will give you the telephone number for corporate offices and no one will do anything to replace my DVD player. It would be one thing if something new was wrong with my DVD player but for them to require a customer to keep sending an item in for the same problem and then not fixing that problem is completely ludicrous. They gave me conflicting reports of what was done to my DVD player. The technician that worked on my DVD player told me that he had replaced the carousel, the laser and the memory chip in the player. When I finally spoke to the manager at the service center, Charles Ridge, he told me that the technician replaced the circuit board. Now no one knows what was or was not done to "fix" my DVD player but from my perspective nothing was done and the unit was not tested prior to returning it to me. This is not "Hassle-free" repair or replacement as I have now been stuck with a product that does not do what it was purchased to do and Circuit City completely failed to repair my unit and they refuse to replace it.

Comment On This

same treatment here from circuit city. i cannot believe you actually talked to a manager. after many attempts to talk with the manager where i puchased my t.v.(to no avil)i went to the sony site to vent my frustations to only further them.i do not like the way i have been treated and am willing to go the next step for satisfaction but do not know where to go next. all i can tell you is that a friend of mine bought basically the same unit at wal-mart and after 6 mos he returned it to the store where he purchased the unit and they give him a full refund and no hassle.there should be a consumer protection agency where these people can be reported.the more i read the more i can see to stay out of circuit city.what outrages me more than ever is that i still receive promotinal literature from circuit city. if you come up with a place that will help you please forward information to me.