| At Circuit City, your
satisfaction is our best asset! If you have
questions, comments or concerns, we want to know.
Remember, state-of-the-art service is our pledge
to you before and after the sale. If
you are not satisfied with a product or the
service you received at a Circuit City store, we
want to know about it so we can try to resolve
the issue. The first thing you should always do
is to bring the matter to the attention of your local store
manager so that he or she can help you with a
solution on the spot!
Take a look at the following information... it
may just help with your current needs. These
frequently asked questions (FAQ's) are direct
from our consumer relations specialists:
STORE POLICY
QUESTIONS
PRODUCT
SERVICE, OPERATION & REPAIR QUESTIONS
PRODUCT
DELIVERY & INSTALLATION QUESTIONS
OTHER COMMON
QUESTIONS:
- I
bought a
product not too long ago and it's not
working right. What can I do?
During the first 30 days of ownership,
Circuit City will offer you a refund or
exchange on most* products. After thirty
days, since most early repair needs are
covered under manufacturer's warranty,
simply bring your product to the nearest Circuit
City store or to one of our service centers
for servicing.* Defective computer
equipment may be returned within 14 days
for exchange or refund and defective,
opened software and music products may be
exchanged for the same title within 30
days.
- My
product works fine but it just doesn't
suit my needs so I'd like my money back. For
most purchases, Circuit City offers a
full refund within the first 30 days,
provided the item is returned in new
condition with all original packaging and
accessories. For computers the return
period is 15 days and non-defective
laptop computers do require a re-stocking
fee of 15% . Opened software and music
can be exchanged for the same item during
the first 30 days if defective; unopened
software and music can be refunded during
the 30 day time frame.
- I need help operating my
new product. Who can I call? First check our Answer City FAQ's
right here on line. If this doesn't
provide a solution, call our toll-free
Answer City line at 1-800-950-9000.
Technical specialists are available to
take your calls weekdays and Saturdays
10AM to 10PM and 12-9PM on Sundays in all
time zones. For Computers and related
peripherals, support is free during the
first 30 days of ownership. Afterwards
there is a fee of $19.95 per resolution. For
all other Circuit City products, support
is always free! Be sure you have your
sales receipt available when calling for
verification purposes.
- My
product needs repair. Where can I take
it? Circuit City operates
dozens of repair centers nationwide.
Simply bring your product to the nearest
Circuit City store or repair center in
your neighborhood. Merchandise is
transported from our stores to our repair
centers several times each week. We
provide factory authorized service and
parts for all products that we sell.
- How
do I check on the status of my repair?
Despite our $18 million dollar parts
inventory, parts sometimes have to be
ordered direct from the manufacturer and
unexpected delays can occur. You can call
about your repair at any point during the
process by contacting your regional service
center. Contact phone numbers are
also available on your claim receipt.
- What
if I have further trouble with my product
after the repair? Intermittent
defects are sometimes hard to diagnose
and repair during an initial examination.
Circuit City offers a 90 day guarantee on
all repairs. If your product isn't fixed
correctly, simply return it and we'll
repair it without further charge.
- I received a message on
my answering machine telling me that my
appliance will be delivered tomorrow
morning, but I won't be home. Who should
I call? Just
call the Circuit
City store where the item was
purchased, and they'll check it out for
you. If you were given a 1-800 delivery
number at the time of purchase, you
should be able to re-schedule the
delivery by calling that number.
- My delivery is late. Who
can I call to check on it? Check your
receipt for a toll-free delivery number.
If there no number is on the receipt,
call the store of
purchase and a manager will be glad
to check on the delivery for you.
- How
can I arrange service for my Circuit City
washing machine? Circuit City
offers in-home service on large
appliances and non-portable electronics.
To request service, call your regional service
center or your local
Circuit City store and follow the
auto-attendant's instructions for
repairs.
- I
need to contact the manufacturer of my
product. Do you have that number?
Click here
for a list of manufacturer's phone
numbers, and web sites. If the
information you need is not listed, check
your owner's manual or call your Sales
Counselor for assistance.
- I
purchased an Extended Service Plan on my
product but I've moved and am no longer
near a Circuit City location. What should
I do? If your product is
covered under Circuit City's ESP, you can
arrange repair at any authorized
servicer. Simply mail the original repair
bill with a copy of your original
purchase ticket to the nearest Circuit
City service
center. Or you may mail the paperwork
to: Attn: Circuit City, ESP Reimbursement
Dept. , 9950 Mayland Dr., Richmond
Va.23233.
- I
purchased a CSP on my computer system and
it now needs service. What should I do?
If you have a CSP on a computer system,
you should call GE Service at
1-800-555-4615 and they will arrange for
a repair in your home.
- My property was damaged
during your installation. What are you
going to do? We're sorry there
was a problem. Please call the local
store manager about what happened. He
or she will arrange to compensate you for
any damage we caused.
- I have a question about
my Circuit City charge account. Who can I
contact? The help line at
Circuit City's credit card division,
First North American National Bank, is
available at 800-477-6761.
- I'd
like to purchase 20 televisions for
company incentive prizes. Who should I
talk to? Just call
1-800-627-2274 and enter extension 543632
at the prompt. You will need to leave
your name, phone # and information on the
exact brand and model and quantitity you
want to purchase.This number takes
requests for orders of over 10 identical
items to be delivered to one location at
one time. It may take us up to one week
to get back to you on your request due to
the research required, so we do
appreciate your patience!
- Please
tell me who I can call about a poor
experience I've just had in my local
Circuit City store? First,
we're sorry we didn't live up to your
expectations. That's not what we wish for
any customer and we'd like to know about
the details so that we can ensure it
doesn't happen again. If you haven't
spoken to your local
store manager about this, please give
him/her a call. If you have spoken to the
manager and remain unsatisfied, please
call our Cool-Line at 1-800-251-2665.
- My
Extended Service Plan expires soon. Is it
renewable? Many products are
eligible for ESP renewal. To find out
about your purchase, call our ESP
department at: 1-800-395-4377.
- I found a lower price on
an item I bought from you last week but
I'm having trouble getting my request for
a price adjustment honored. Can you help? We make lots of
price adjustments every day based on our
Low Price Guarantee - many against our
own sale prices! When we turn down a
request it is because the competing offer
did not qualify under our guarantee. Our
Low Price Guarantee applies to all
new-in-box products we sell except
cellular phones and pagers and we are
committed to honoring our guarantee
providing the following criteria are met:
| The competing offer
was valid at the same time or within 30
days of your purchase with us |
A local retailer (not
mailorder or out of town) is making the
competing offer. |
| The exact factory
sealed model is being compared. |
The competing retailer
has the product in stock. |
| Your purchase from us
was not bundled with special financing or
other free or bonus offers. |
The competitor's price
was not for one-of-a-kind or other
limited quantity offers. |
We set the above criteria so
that we can remain most competitive and
economically sound while being fair to all
customers. If you feel your competing offer
satisfies the above requirements, we encourage
you to discuss it with your local store
management.
If you have remaining comments,
questions or concerns we invite you to contact
your local
store manager. And if further help is needed,
our toll-free Cool Line® is available at:
1-800-251-2665.
When you call, it's helpful if
you have your Circuit City receipt and any other
pertinent information handy.
Thank you for choosing Circuit
City, America's leading specialty electronics
retailer!
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