Posted by dody75 on July 20th, 2010
SUPER LONG EMAIL TO FUTURESHOP REGARDING THE PROBLEMS I HAD WITH MY LAPTOP, UNLESS YOU HAVE PLENTY OF SPARE TIME, I SUGGEST YOU MOVE ON TO NEXT STORY. IF YOU ARE A FUTURE SHOP EMPLOYEE, DO NOT LEAVE A COMMENT, I WILL MOLLEST YOU WITH HORRIFYING EMAILS AND PHRASES YOU CANT IMAGINE. AND UNTIL THIS DAY, THIS PROBLEM HAS NOT BEEN FIXED BY THE WAY. THIS EMAIL WAS SENT TO THEIR CUSTOMER SERVICE EMAIL: SERVICE@FUTURESHOP.CA.
Please note I have sent this exact email before and no action has been taken since and my problems with my computer are getting larger as future shop ignores me further. If i receive no reply regarding this matter, i will be forwarding it to the better business bureau.
To whom this may concern,
I am writing this email on behalf of my wife, ——- being her name also, the undersigned name on the futureshop extended warranty program which to me and her, has been nothing but a headache, pain, and extreme waste and loss of money. As you read further into this concerning email, you will find out and understand my logic behind my frustration with your company.
We bought our Hewlit Packard Laptop computer from futureshop about 2 years ago, along with the highest warranty package you had to offer, the 3 year term. Now, when we purchased our laptop and the sales representative was explaining the program to us, no where in his conversation did he mention that after 4 repairs our laptop will be exchanged entirely. Having said this, not only is it 4, its 4 “major” repairs. All he mentioned, is as follows: ” By purchasing this warranty from us today, you will save yourself headaches, time, and money and not only are you buying a warranty, you are buying your peace of mind. If your laptop is ever brought in, and we are not able to fix the issue on the spot, we will simply give you a brand new computer.” That was his sales pitch.
We agreed to take advantage of this program and enroll with the warranty since it seemed like an extremely good deal. Since buying the laptop, we have purchased 2 xbox 360 consoles with the 3 year warranty, an entire Sony Bravia 42 ” LCD television with the 3 shelve glass stand, Sony DVD player, Sony DVD Recorder, and entire Sony Sony Surround Sound Theatre System with the 3 year warranty, a JVC camcorder with the 3 year warranty, and a Compustar car security system with the 3 year warranty. I have receipts for ALL OF THESE ITEMS TO SUPPORT THIS EMAIL. The reason i did this, is because i beleived it was worth it after buying the first warranty and getting convinced it was simply a peace of mind. So as you can imagine, all these products, last one being the camcorded being purchased 3 weeks ago, all add up to over $8000.00 business for your company.
Now, my focus is on the laptop. After about 1 year of owning it, the internet was acting up and disconnecting me constantly from my network, so i decided to bring it in to have them take a look at it. They made me sign a paper and said that it needs to be sent out to the manufacturer to take a look at it. On the sheet that asks the employee to check off the condition of the computer (scratched, broken, cracked, etc.) there is a small lined area where he can wrote comments, of course, he writes “normal wear”, and then he asks my wife to sign it. My wife looks him in the eye, and says “where do you see normal wear?” There was absolutely not a SINGLE SCRATCH on this computer, it was extremely flawless. He starts to inspect it, soon to pull out a microscope and start admiring it making sure there is nothing, and for sure and of course, he found nothing. He scratched off normal wear, and wrote ” no damage or scratches.” Being in a state of shock and not knowing what to expect, we asked him to sign next to where he scribbled on the paper so it doesnt look fishy. I then ased him,” why would you just put normal wear before inspecting it, and not even specifiying where the damage or wear is, is this your way around protecting yourselves in case the laptop comes back with some scratches on it, that way you wont be held liable?” He just said ” i am in no position to comment on that.” Nice, dont you think?
So the laptop is gone, comes back a week later, FULL OF SCRATCHES ON THE FRONT BEZEL!!!! I told him this is unacceptable and i will not take the laptop back seeing it being in this manner. He calls his manager, and the managers name was Jacob. Jacob said we are extremely sorry for this mishap, and we will MAKE SURE that this ets resolved in a timely manner. So, there goes the laptop AGAIN back to the manufacturer for cosmetic issues. One week goes by, two weeks go by, 4 weeks, 1 month and a half, 2 months before future shop decides to call me and say the part is on its way. 2 MONTHS AND THE PART IS ON ITS WAY.
Another week goes by, and i call in to see what is going on. They told me to come in to the store and that my laptop is ready to be picked up. I get to the store, and surely, everything is EXACTLY THE SAME. Who are they trying to fool? I told him no, im not taking it, the scratches are all still there, 2 and a half months almost, and the problem has not been resolved. I asked for a manager, Murray comes and asks me what he can do for me. I said get me my laptop to the way it was when we brought it in for repair. He said we cant do that and he will give me $100.00 future shop merchandise credit to resolve the issue.. I said i dont want money, i just want those damn scratches OFF MY LAPTOP. He insisted that there is nothing he can do, and to take it or leave it. He was giving me these excuses about if I had a scratch on my car, would i call my insurance company…. is this even similar? Not even close, and for all he knows, maybe i do call them. I dont have a single scratch on my vehicle and you are more than welcome to come take a look at it. He cannot use other life scenarios to cover up for future shops lack of care towards MY PRODUCT. I asked for Jacob, the manager i dealt with the first time, only to find out he quit. Now i am stuck. I dont want $100.00, i just want my bezel changed. I continued to explain to Murray, i have been stuck without a pc for 2 and a half months, and this what i get? He said ” well, you could have taken the laptop home with you and when we got the part, we could have called you to bring it in to have it replaced there and then.” See where my problem is? NO BODY TOLD ME THIS IN THE FIRST PLACE, HOW WOULD I KNOW THAT THE LAPTOP IS SITTING INSIDE THE STORE THIS WHOLE TIME AND NOT AT HEWLIT PACKARDS HQ? This clearly means, that the clerk behind the service desk at that futureshop store, didnt do his job properly.
Seeing that i am screwed anyways, i took the $100.00 and left the store with my scuffed, dirty, and uncleaned laptop with disgusting black fingerprints all over the bezel, LCD screen and keyboard. Future shop sells Monster computer cleaners, i suggest they keep one bottle and use it after working on peoples computers, its only being curteous to your customers. A few weeks down the road, my dvd burner in the laptop started to fail. I brought it back in the store for them to take a look at it. He tested it, tried burning a disc, and it didnt work. He went to the back, grabbed an old pc that was used for display inside the store, took it apart, and removed the dvd recorder from that one and put it mine. It then started to work. He also at that time, formatted my pc as it kept having a blue screen and freezing. This took about an hour. I then left the store and everything was ok.
Now, till about a week and a half ago, the laptop is having the same internet issues it had a year ago, disconnecting and reconnecting, and the dvd burner records when it wants but only after killing like 5 cds in the process, and the battery is not holding a reasonable charge anymore. I took it in, and at the computer service desk was a guy named Jordan. He asked me whats wrong, i explained everything i was experiencing with the pc, and told him that this is the 4th issue i am experiencing and i am very frustrated at this point. He said ” i will check our system, and if i determine that this is the 4th, LEGIT repair, we will then replace it. As you can imagine, this is the first time i hear about the 4th repair rule, and also, the first time i hear it accompanied by the word “LEGIT”. I signed the paper to have it sent out and i kept my copy, i then asked for a manager. Turns out, my friend Murray still works for futureshop! I said listen, i am upset, i reminded him about my past issues and made sure he remembered me, surely, he did. I explained my new issues, and showed him all the receipts for all the stuff i had bought from futureshop in the past 2 years. He said, well you see, we are fixing it! You cant say you are screwed, because of your warranty we are taking a look at the issues you are having and fixing them. Ummm, no, not really, the internet problem still exists, you brought it back with a probkem it didnt have, scratches all over the face of the laptop, AND of course last but not least, I bought the warranty so that the computer gets replaced when it starts acting up, not to have to wait 2 and a half months for no results. He said, well give it a couple days, jordan will let you know the status of your account with us and whether or not we will be replacing it or not, and that it was too soon to discuss whats going to happen.
I get the call i wish i never got. Jordan, Rep #:P4F9 from store # 604 in Ottawa South Keys mall, the only location i have EVER dealt with. He said sir, out of the 4 issues you claim you had, i only see 1 in our system. I said no way, this is my fourth time, i am vey frustrated, i want this pc changed right away or i will be doing what i am doing now. He said go ahead, i dont care, we are not in this business to give people new computers. WELL THAN DONT MAKE THAT PROMISE WHEN YOU SELL THE WARRANTIES, simple as that. I took his name, and representative number, and asked him to listen for one second, because he kept interupting me, not taking into consideration anything im saying, not empathising with my whole situation, seemed like he couldnt careless. Up until this moment, i havent received a call back from him or his manager considering i specifically asked him to have his manager call me. I dont know what the case of the laptop is right now, i dont know if its at futureshop, at the manufacturer, nothing.
There is a lack of care, customer service, sympathy or even empathy, understanding, and patience going on with this store, i am hoping its just this store and not nation wide.
I need a resolution. If I dont get a call back regarding this issue, i will take this further. I want a completely different laptop. Fullfill your promises that you make to your customer, and somebody must stand up and take responsibility. I am sick of hearing people like Jordan simply tell me, ” i wasnt there” or ” i cant speak of that issue because i wasnt present” or ” i am in no position to comment or answer that”. Is this all i get from future shop? Customer dont know individuals working, we look at the company as whole. And to me at this moment, i am EXTREMELY dissatisfied with the way i have been treated. I dont enjpy writing an email for over an hour now to have to explain my story because there is no headoffice number, apparently this is the only official way to complain. Im at the library now where people use computers to study, and im using it to complain because futureshop has my computer for the fourth time. Is it my fault the agent didnt register the other 2 times i came in the system? Is that my fault? No, its not, i brought it in, you guys took care of it. God knows, maybe this is the whole trick behind it, try to avoid registering a repair in the system as often as you can so you wont have to replace the product. All jordan can say is, its not my fault, i didnt do it. Well neither did i, someone from your company screwed up, pay the consequences. I even told him to open the pc, and see that its not all the original parts in there, and thats living proof that work has been done it if he doesnt have information on his system. You wont beleive his answer, check it out :” well sir, that wont tell me anything, for all i know, you could have changed them yourself”. Does that statement make sense? Why would i pay $450.00 for a 3 year waranty to repair it myself? Asides from that statement being ridiculous, its like hes telling me IM A LIAR!
Very rude, and extremely ignorant. I am hoping this guy gets lectured and coached back on how he treats his customers. We are the reason he has a job, the person who is reading this email, we are the reason you have a job. Stand by your clients, support them. I need that laptop replaced, or honestly, i will take a full day off work and stand outside the store off your property and make all the people aware of this story, and carry signs and i will do whatever i have to do, to ensure that nobody gets thrown around like i have by future shop.
If you would like to contact me, you can use the following contact information:
**** DELETED ****
HOPE YOU GUYS ENJOYED THAT ONE, NO RESPONSE TO ME YET, ITS BEEN OVER A YEAR SINCE I SENT THE FIRST COPY OF THIS EMAIL TO THEM, THIS WAS THE SECOND ONE, IM NOT GOING TO POST IT ON THEIR WEBSITE!
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