My family has been buying from futureshop for years, here is a most recent experience. Without me writing it out again, I want going to cut and paste an email that I had sent them, you can judge yourself about the integrity and “customer service ” given to patrons of Futureshop:Dear Mr. xxxx:Thank you for your e-mail. For more information on extended warranty, please call our Warranty Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Sincerely, (insert agent name)Customer CareFuture Shop> —–Original Message—–> From: xxxxxxx (Rick)>> Sent: Jan 11, 2006 1:33:00 AM AST> To: service@futureshop.com> > To Whom It May Concern:> > > > My name is xxxxx, my place of residence is in Edmonton > Alberta, my phone number is xxxx.> > > > I purchased a new Blackberry 7250 in November. I enjoy my Blackberry, > it is a great phone.> > > > On the 6th of January I went to answer my phone and for some reason I > was not able to activate the rotary wheel switch in order to answer, > click on any option or to switch the phone off. The next day on > January 7th I went to the Northgate store and spoke to a sales > representative. The sales representative stated that there was some > confusion between the Blackberry being a phone and it being a PDA. > Some were exchanging it and some were repairing. The extended > coverage I bought was under my understanding that it would be replaced > in the first year and repaired the next two years after the first year has passed.> > > > The sales representative that I spoke to at Northgate checked my phone > for water damage etc and proceeded to look for a replacement phone > after determining that it could be serviced under warranty. > Apparently they ran out of stock of Blackberries at the Northgate > Store as the sales rep was going to swap my Blackberry for another. > The sales rep investigated other locations and determined that the > Downtown location had one in stock. The sales rep called over and set > aside a unit and sent me over to swap mine for the replacement.> > > > When I arrived at the downtown store at approximately 2:15 pm, I met > the sales rep that was holding the replacement phone and I asked if he > needed the accessories and he didn’t know. He checked with the store > manager and the store manager walked over to me and said the warranty > does not cover replacement but repairs only. His words were if it was > my understanding that it would be replaced II was to see the sales rep > who sold it to me. I told the manager that the rep who sold it to me > was on the south side and not available since the Northgate rep tried > to get a hold of him. The manager then proceeded to walk away saying > to me that the number on the invoice was a Northgate problem not his > problem and to ignore me as the sales person who was trying to service > me was standing there not knowing what to do. It was a very > uncomfortable situation for me as a customer and the sales rep. I > said to the rep, I am sorry for putting him into this position as it > must be very difficult to work under these conditions. The treatment > of this “manager” of me as a customer was very shocking. I felt like > I had no options because I needed a phone as it was my primary > business phone, which by the way I tried to explain to the “manager”, but I guess it wasn’t his problem.> > > > I left the Downtown store bewildered.> > > > I spent a few days pondering and finally on Monday January 9 I figured > I would go to the Northgate store and see the Customer Service Rep to > send my phone in for servicing. The rep said that she new it said > repair warranty but they have been exchanging them and that she was > going to see if the Tel Com people at the store had one in stock and > they didn’t. I explained what happened the last time I tried to deal > with this issue and that Downtown location had one in stock. The > customer service rep checked with her manager and they concluded that > yes they have been exchanging defective Blackberries in the first year > of ownership. I was so confused. She then I suggested I go back to > the Downtown store and that she would get her manager to talk to that > store manager. Finally, I was sent Downtown and I was told to see Tony. I got to the Downtown location, and apparently Tony had left.> The travel time from Northgate to Downtown is approximately 10 > minutes. I saw the Customer Service Rep there and she new nothing > about my issue. The person covering the floor didn’t know anything > about it. The covering manager then phoned Tony and finally it was > approved. Their sales rep brought over the phone, it took > approximately 20 minutes to do the exchange (apparently because of the > confusion) and when I received my replacement phone I waited another > 10 minutes to talk to the sales rep at that store to help me program > it. As soon as he was free he said that it was about another 20 > minutes to get through to Bell. I said Bell? It’s a Telus phone, I received the wrong phone.> > > > The customer sales rep had to do another exchange (she was very > patient by the way). As soon as I received my phone I went over to > the sales rep (who has the product knowledge) and he said to me: ” I > am a little rusty, could you show me how to turn it on?” He tried to > get a hold of Telus on the phone and it seemed to be about a 10 minute > wait. He said just wait I lost my user ID and PIN for a Web > activation on the Telus Website. His associate came by and the sales > rep borrowed his ID and PIN and when he finally got in to the Telus > site, he didn’t know what to do. I finally took my phone and said I would program it myself, which I did.> > > > I suggest the confusion in your company should be dealt with. I have > defended your silly advertisements in the past but now I have come to > the conclusion that they fit.> > > > I never thought a retailer of which my family supported for a long > time would do this to me.> > > > My family’s purchases from Future Shop Consisted of:> > > > Sony Home Theatre System> > Hoover Vacuum> > Two Televisions> > 3 Discman’s> > 1 Digital Camera> > 3 Ipod’s> > Blackberry> > X-Box> > 2 Digital PCS phones by my Daughter> > Numerous purchases of printer ink and paper> > Numerous purchases of DVD’s> > > > I suggest you clarify your service policy on your warranty on your > Blackberries. I also suggest your staff get staff get consistent > training at all levels. I also suggest you revisit your customer > service policies because there are other retailers who have the same > competitive prices and service that I can go to and have turned from to shop at your store.> > > > Sincerely,> > > > Rick Xxxxx> > (780)> > (780) > > CAN YOU BELIEVE THIS? CUSTOMER SERVICE? CUSTOMER TREATMENT? I DON’T BELIEVE THIS THERE ARE MANY OTHER MERCHANTS AVAILABLE (NOT INCLUDING BEST BUY).DOES ANYONE KNOW AN EMAIL OR PHONE NUMBER TO HEAD OFFICE, OR SOMEONE WHO WOULD CARE OR I CAN AT LEAST MAKE MY POINT TO? I EMAILED THEM AND AS YOU CAN SEE BUY THE RESPONSE THEY GAVE ME, THAT THEY REALLY CARE.I EMAILED THEM BACK AND STATED “I DON’T BELIEVE THAT YOU SENT ME THIS KIND OF RESPONSE, I GUESS MY PATRONIGE DOESN’T MEAN ANYTHING”.SIGNED,INSIGNIFICANT> > >
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