The Auburn Hills, MI Circuit City refuses to exchange Eric’s broken TV, even though, according to Circuit City’s help desk, he is eligible for an exchange under his service plan. Eric purchased an open-box 17″ Magnavox LCD with built-in DVD player; it stopped ejecting disks, trapping his daughter’s sign-language DVD inside. Circuit City sent the unit for repair, but the TV was totaled. Eric was told to go back for an exchange unit.

Upon returning to the store, I was not happy to hear that the store would not exchange my TV because (1) it was an open box item, and (2) the only similar unit to mine cost $200 more than what I paid. I asked for and was given a copy of the service plan guidelines, which clearly state that items covered under a service plan are treated like new, sealed box items and qualify for the usual Circuit City exchange and return policy. I then called the phone number on the service plan and was told that the exchange should happen even if the replacement was a greater cost than the original. However, Greg (the store director) said there was no way he was exchanging the TV in his store. Left with no other option, and per the service agreement, I then asked for a gift card in the amount of purchase so I could pick out another TV. Greg also refused this, saying that gift cards are not issued for these issues, and that I would have to find another open-box item as a replacement.

Great service, Greg. Eric’s email and our suggestion, inside…

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A year ago I bought an open-box (first mistake?) Magnavox 17 inch LCD tv with a built-in DVD player (second mistake?) from the Circuit City location in Pontiac, MI. A few weeks ago the DVD player stopped ejecting disks, trapping my daughter’s sign language tutorial for good. When I bought the TV I was talked into also buying the $199 service plan, which at the time I was skeptical about. But I was pretty happy to have it now that the DVD player stopped working. I took the TV into my closest Circuit City in Auburn Hills, MI and the promptly sent it off to service with an expected 3-4 week wait time for any resolution. I was very happy to get a call this week saying the TV could not be repaired, and that I should return to Circuit City for an exchange for a similar unit.

Upon returning to the store, I was not happy to hear that the store would not exchange my TV because (1) it was an open box item, and (2) the only similar unit to mine cost $200 more than what I paid. I asked for and was given a copy of the service plan guidelines, which clearly state that items covered under a service plan are treated like new, sealed box items and qualify for the usual Circuit City exchange and return policy. I then called the phone number on the service plan and was told that the exchange should happen even if the replacement was a greater cost than the original. However, Greg (the store director) said there was no way he was exchanging the TV in his store. Left with no other option, and per the service agreement, I then asked for a gift card in the amount of purchase so I could pick out another TV. Greg also refused this, saying that gift cards are not issued for these issues, and that I would have to find another open-box item as a replacement.

So here is my problem: The folks at the service plan “help desk” say the item should be exchanged or I should receive credit for the purchase price. The guy at the store refuses to honor this. I am trapped in the middle, and I could use some guidance from Consumerist or your readership.

Try bringing it in to another store. If there is a problem, have the other store manager call the help desk. What do you think, readership? — CAREY GREENBERG-BERGER

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