All,
I purchased a Maytag Performa Washer and Dryer team as well as a General Electric Portable Dishwasher on June 24, 2006 from the Future Shop in Saint John, NB. I also purchased the Product Service Plan (PSP) for 169.99. These items were delivered to me on June 30, 2006. The first time I used the washer was on July 8, 2006 when I discovered that the washer tub was severely unbalanced and would not balance, even with an empty load. The tub is leaning severely to the right, enough so that there is gap between the washer tub and the rest of the washer. An appliance repairman finally showed up and said he could not/would not fix it.
I have talked to 2 different duty managers on three separate occasions at the Future Shop in Saint John. They have all indicated to me that despite the fact that I have purchased the PSP, they cannot/will not replace my washer because it was a clearance item and they cannot find a suitable washer that is in the same price range. I was told that if I wanted to buy the 2nd least expensive model they currently have in the store (it is also a clearance item) that I would have to pay a delivery fee AND an additional 170 dollars even though I purchased the PSP. Needless to say, I will not agree to that type of arrangement, which is why I bought the PSP in the first place.
Having said that, my advice is DO NOT purchase clearance items at the Future Shop and then waste your money on the Product Service Plan. They will NOT honour the Product Service Plan if the item is a clearance item and they cannot find a “suitable” replacement, which they won’t, because as I discovered, their clearance items are usually discontinued models (mine was discontinued 4 years ago). In fact, I soon found out that Future Shop nationwide does not even carry Maytag washers and dryers any more.
I was also told that if I wish to return my purchases within the 30 day time frame, that I will have to pay an additional delivery fee! Talk about adding insult to injury.
I am not even sure that this location has a store manager, it just seems to have all these different “duty” or floor managers that rotate around. The duty managers I have spoken to did not have good customer service skills and were what I would describe as combative and antagonistic, not only towards me, but also to the customer service rep that I had call the store on my behalf. For example, while on a call with me, a CSR and the duty manager, the CSR asked the duty manager if I would have to pay the delivery fee to return the washer. I will now quote him “For the fourth time, No!”. And he said this in a very rude and condescending tone. Who talks to a customer or client like that?
Additionally, the other duty manager I spoke to told me and my husband that the PSP does not take effect until after 30 days after the purchase. I double-checked with Future Shop customer service and they told me that is not true, that PSP take effect the day of purchase.
The two duty/floor managers I talked to made it clear to me that their policy on my predicament was non-negotiable and my options were as follows:
1.) Return washer and get a “credit” towards a much more expensive washer
2.) Do nothing and continue to have a defective washer
Obviously, neither of these options are suitable, again, because the Future Shop PSP clearly states: “If we can’t fix it, we’ll replace it You’ll have peace of mind knowing that your product will be replaced if we are unable to repair it, or if the repair will take longer than 60 days.” I copied and pasted this directly from their web site.
This is a lie! They have flat out REFUSED to replace my washer.
Stay away, far, far away from the Future Shop if you want to purchase home appliances. If you do feel the need to purchase a home appliance from the Future Shop, then, for the love of God, DO NOT purchase anything marked as clearance.
I have placed a formal complaint against the store to which the district manager is supposed to respond. As of today, July 20, 2006, it has been over 24 hours and no response. This is no surprise, I don’t actually expect a response. But whatever response they have will be in vain because after work today, I am going to the store to obtain a full and complete refund for all of the products I purchased. I will take my business elsewhere. I have already located a new washer and dryer at a reasonable price at a more reputable retailer here in the city which I intend to purchase.
I have posted this letter also to complaints.com. If anyone can think of anywhere else I could post this letter, please let me know because I want to get the word out there so that no one else is bamboozled by these unethical and unscrupulous retailers!
Regards,
Abby Teed-Walton
Saint John, NB
Sorry for the delay in posting this for you
Generally what they were supposed to do in that situation, where there was no comparable model, is take the washer back and refund you for only the purchase price of the machine. Sadly that would not include the PSP, since they would consider it being used up, nor would it include the delivery because the money you spend on it actually goes to a local delivery company.
I agree though that the PSP is a rip off. I recently purchased a few things from Future Shop on boxing day and none of them worked. >.> Awesome sales on shit that don’t work.
Left by Sirslashsir on January 1st, 2007