On January 2, 2009 I took my laptop to my local FS in Brantford, Ontario for repair. I had had a small accident with a cup of coffee and the keyboard was not working. I was told it would be sent away and should be back in 5~10 days.
Ten days later on Jan 12 I was informed that it was on the bench at the repair depot. This continued for the next nine days. On Jan 21 I received a phone call from British Columbia telling me that my laptop, in Toronto, would not be covered by extended warranty due to the coffee spill. I told them that I never expected warranty work, only timely work. This person told me I should receive the laptop back within 10~15 days. I wrote an email to customer service explaining that this laptop is used for business and taking three weeks to figure out what was wrong was not acceptable.
Fast forward to Feb 6 ( 15 days after the call from the repair depot) when I visited the store. I was informed that the part needed for my laptop would not arrive until Feb 7. One day after the laptop should be back with me. To make it worse I was told that it would probably be another 30 days before I see my laptop. This was due to “customer abuse”. I wrote another email to customer service.
On Feb 11 I have received a call from the store telling me that they cannot get the part so they are going to return it to me un repaired.
I was offered a new laptop at a discount at which point I terminated the conversation.
There were numerous more conversations with store personnel and customer service people. I don’t believe that I was ever dealt with honestly. I called the store manager 7 times in one week. She was never in, and the person answering the phone never had an idea of when she would be in.
All of my corporate buissiness now goes to Dell, anybody but FS. All off my personal purchases will be anywhere but FS.
, check out your local mom and pops computer repair shops. They generally can repair things like a broken keyboard on a laptop in an 30minutes or less if they have a replacement keyboard on hand. Laptops are stupid easy to fix locally, if the parts for any given model of a laptop are readily available. Ebay is usually the best bet to find parts for cheap as well.
So you spilled coffee on your laptop and Futureshop is supposed to pick up the tab for your clumsiness? Get real! I suppose if you drove over it with your car they should get you a new one? Speaking of lies, did you tell the person fixing your computer you spilled coffee on it? If you had, they probably wouldn’t have even tried to fix it under warranty.
Left by ottoparts on March 9th, 2009