| 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! |
