With my recent drive failure, I got to experience Circuit City’s extended warranty process; the drive was purchased from CC last year and I did purchase the extended warranty, which in hindsight was a good thing! 🙂
Getting my drive replaced wasn’t a bad experience, but it could have been better…
I had used the extended warranty once before. We bought an HP 2575 All-in-One printer and when I got it home it wouldn’t scan properly — it left a large black streak through every page. So we boxed it up and took it back for replacement.
The second one scanned fine and appeared to print fine as well, but exactly two days after the return date had elapsed, the printer started having problems feeding the paper. Per CC’s suggestion, I contacted HP and they said that it needed to be cleaned (a brand new printer? dirty?) So they sent me a kit to clean it. The kit appeared to fix the problem for a few days, but then it still had problems. I contacted HP again, who said that the printer was probably defective (really? :)) They sent me a replacement and it has been rock solid. Yay!
Jump forward a few years: now I have a bad hard drive. I called our local CC and their menu directed me to call another phone number. After wading through the second menu, the operator sent me to a third number; that third number didn’t have a menu item for my problem. So I called our local CC again and spoke with a rep and they gave me yet another phone number — but he was polite and told me to call him back if that number didn’t work. That number also didn’t have a menu item for my problem, but it did mention that I could go online to http://www.cityassure.com to start the return process. That website has an online agent chat program, so I started talking to that agent.
She asked me the usual questions (no, I did not drop it or spill a milkshake on it) and then asked me a few seemingly nonsensical questions: why does it matter what operating system I’m running and if I’ve recently installed software? A hardware failure is pretty obvious when you’ve been working in the industry as long as I’ve been.
Long story short: they are shipping me a new drive. And next time, I will go to their website first instead of trying the phone method.
Update 10/18/08 — Instead of sending me a replacement drive, they sent me a gift card for $109.99 which I suppose was the original price of the drive. Unfortunately, that drive now costs $119.99 and that doesn’t count the new extended warranty. So I checked my options, and decided to use the gift card to buy a different larger drive. I bought a 1 TB Western Digital drive; I didn’t like WD for a while, as all of the WD drives we purchased for work had problems. Granted, that was many years ago, so I’m willing to bet that they are better now. Plus, this new drive is a Green Drive, using less electricity than standard drives and it is quieter. Add to that the fact that there are several reviews of my old Seagate drive talking about drive noise, I decided to make the switch to the bigger WD. It’s now installed and my data has been transferred over, so I’m a happy camper! 🙂