I recently purchased a Mac at the Bayers Lake Future Shop in Halifax, Nova Scotia. Last week I spilt some water on the computer; the next morning—alas—-it wasn’t turning on. I went to Future Shop tech department and was told my $400 warranty would not cover “preventable incidents” like water spillage.
Fine. I left it with the techs. The next day I got a call from a technician telling me that my computer was totally fried and I would need to replace my logic board, top case and a bunch of RAM. Total cost: $1733.08.
I was aghast—this more than the cost of the original computer, and I was still paying it off on a Future Shop credit card. When I asked the technician what to do, he said buy a new one.
After choking back tears and trying not to puke, on the advice of a colleague I took the computer to a locally-run shop called MacEast in Dartmouth for a second opinion. I figured it would be more Bad News Bears. But here’s what the tech did: 1) He did not behave as if Mac repair is some kind of nebulous, secret process. He took me behind the counter and showed me exactly what he was doing with the computer. 2) He did not patronize me, but instead explained the entire process. 3) He didn’t lie.
Ultimately, the Good Tech told me I would need a new top case—a part he had right in the store. He then found my Apple warranty in the company’s online database, which actually covers nearly everything and can be used anywhere in the world, and the top case was covered by that. That was all that was wrong with my Mac. Total cost: $0.
I returned to Future Shop and began yelling. The Bad Techs there began backtracking, telling me they had originally sent my computer to Apple headquarters (they didn’t) and accused MacEast of bad business practices (not true). Finally I just said, “Give me my fucking warranty back.” They repaid me the $400.
The moral of the story (and having read the other posts in this blog, I know this isn’t news to any of you guys!): At Future Shop, the techs operate like corrupt car mechanics. If you take your broken computer to Future Shop, prepare to be gouged. If you take your broken computer to a great, reputable, independent store, they will fix it right in front of you. They will tell you exactly what’s wrong. And they will not make you feel like a stupid, manipulated pile of shit. Lesson learned.
4 Responses to “A Tale of Two Technicians”
Yes I get that Future Shop warranties don’t apply to water damage. I was honest and upfront about the fact that my computer had a splash of water on it; when I was told the warranty wouldn’t cover it, I accepted that. Fine. The thing was, there actually wasn’t any water damage to speak of. When I took the computer to the independent retailer, the repair tech took me into his back room, showed me how to open the mac and explained the process openly. There was no water damage inside the Mac. The FS technicians told me I would need to replace the entire computer – the independent guy said I would need a new topcase. My Mac works beautifully now. Something got fucked up here and I don’t think the situation is as innocent as you say it is. Regardless, I felt cheated and I will be going to the Mac stores to get my Mac serviced from now on, where people actually know what they’re doing and will take a look at the computer before making a diagnosis.
I think it’s a riot that FS employees are coming on here trying to defend the company. It’s very noble of you, sure, but the overwhelming evidence on this site is pretty damning and hard to ignore. People are starting to wise up to the shittiness of this company. I have written a letter to Apple describing my experience. I don’t know if I’ll get a response but I strongly urge others to do the same – Apple cares about where their computers are sold and if enough voices speak up against Future Shop, the corporation can pull their license to sell Apple products.
All i have to say about this situation is wow..
Im pretty sure the technitians in the store didnt even bother to open the mac.
Im a technitian and I would never do that (i wouldnt risk my job haha).. but i do know people in my store that would..
I think you should have complained to the manager of the store because the person that took your laptop in and issued a work order is responsible for performing a proper diagnosis.
Although i think you were absolutley correct in this situation, for anyone that reads this, people in the tech department are approached by people that have no clue as to how a computer works.. i can garantee you all the technitians think you are stupid.
the trick to getting them to be interested in your case (and likely resulting into a faster repair) is all in the way you talk to us and explain the problem. try saying things that make your repair a unique case thats different from all the others.
ive seen plenty of cases of customers that come angry with us to begin with, and we just set their laptops aside for a week before starting.
everytime a customer comes for a pickup from a repair, i show them the sheets that the manufactorers give us and show them exactly what they did to fix it. someone that works with me told me “dont show that sheet to them”. Its only my second week on the job so i decided not to argue with him but i show the sheet to the customers anyway.
Alison,
There is something that I think you need to know. Steve Jobs, the man himself when it comes to everything Mac, the ceo, the big boss, checks EACH AND EVERY e-mail he gets. No joke. If you find his email address (google it) he WILL read it, it may take a while but he will get to it. The thing with this is Apple computers wants to know what YOU think. If you had a bad experience, they will do what they can to fix it. Another thing, they will not sell any of their products in shady places like that. I am sure if Mr. Jobs himself reads about this, he will probably be pretty upset. Just make sure that if you write him, you are kind and well-mannered. He will help you. I personally have a friend that emailed him and asked why his iphone was so slow with the recent update. Within 2 months he replied and said the date of the fix and to “hang in there” and he used the words “thank you for choosing an iPhone”. That is service.
Something to say?
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Ouch, this coming from a store I used to work at. Don’t worry, I wasn’t a tech. This is very unfortunate, but as our policy states, it does not cover water damage. One of the only things we don’t cover.
In my opinion it is because of our “No Lemon Guarantee” that states if your product requires more than 3 major repairs, we will replace it. This being said, if we covered water damage, people could potentially damage their products for the soul purpose of “cheating the system” to get a new one, by damaging their product four times.
I really feel bad, and would feel worse if your laptop wasn’t repaired, there must have been some confusion with the techs. They do not work off commission, therefore were in no means trying to cheat you out of your money. I’m writing this to explain why things happened like they did, not to justify peoples actions. Chances are I know the people who helped you, and I assure you they meant no harm, and not to make you feel like a “Pile of Shit”.
Anyways, I thought this reply was in order as I used to work there, If you have any questions, I would be more than happy to get some answers for you and get to the bottom of this. “Customer For Life” is one of our sayings at future shop, and I would really hate to see this isolated experience prevent you from ever shopping there again.
Left by FSCSS on July 11th, 2009