Hi everyone,
I really don’t understand the purpose of this site, bashing a big box store? What’s the point? There seems to be many misconceptions about the store.. and I’m willing to clarify any of them if anyone has any questions.
The most common misunderstanding between salespeople and customers is warranties, that is PSP and PRP. They were actually created to make everyone’s lives easier, but apparently we can’t please everyone. Without a Product Service Plan, you would have to pay shipping and handling both ways, and depending on whether or not the problem is outside of the warranty or not, you may need to pay repair costs. With Future Shop service plans and replacement plans, we take care of it, to a certain point of course. With certain products such as Apple and Microsoft, even if you purchase the extended warranties through us, in the first year, we are obligated to send the product to the company. Apple and Microsoft are the type of companies that want to know what is going on with their products, and the glitches and bugs that unfortunately exist in a lot of products. The most common misconception with Product Replacement Plans, is that people think that it is basically an in-store exange. Here is the clarification: (Which is clearly stated in all PRP pamphlets) Product Replacement Plans are coverage for up to 2 years, and say you come in to the store with your blown headphones looking to take advantage of your PRP and pick out some new ones. It isn’t quite like that, you must either call Future Shop Claims, or claim your PRP claim on futureshop.ca. From there they will send you a card with the amount of money you originally spent on your product. In this situation both parties do need to take responsibility. The salesperson needs to better explain our warranties, but since they are sometimes in a rush, they usually just try to sum it up in a couple of sentences, such as “If anything happens, just bring it in” or “Yep we cover it fully for “x” amount of years” . The customer also needs to research warranties that they are investing in. We have pamplets everywhere in the store explaining both types of warranties. If you are not presented with one at the check-out after purchasing a warranty, ASK FOR ONE. After that point, you can’t exactly put the blame on anyone else that you were ill-informed.
Repairs:
We have to send all merchandise that is sent out for repair to the “depot” and most products come back within a few weeks completely fixed. The only exceptions are those that need a repair that is outside of the warranty, in that case, we will send it out for you, but for a fee for the repair. When we say that there isn’t anything WE can do, there usually literally isn’t anything we can do about it.
Future Shop is overall a good company. It is one of the few that does care about the customers, that’s why our motto is “Customers for life”. Yes it does have it’s flaws, but every big box store does.
If anyone has any questions or comments I’m willing to answer them.
If you would have faced the nightmares your customers are facing, you would have perhaps understood why this site exists. The reason this “Big Box” Store exists is because it is a “Big box” store. There a still many customers to fool in this country and that is why the store exists.
The second reason is that Future Shop sells cheap products. (only core products). That is why customers are lured into the trap.
“The most common misunderstanding between salespeople and customers is warranties, that is PSP and PRP. They were actually created to make everyone’s lives easier, but apparently we can’t please everyone. Without a Product Service Plan, you would have to pay shipping and handling both ways, and depending on whether or not the problem is outside of the warranty or not, you may need to pay repair costs. With Future Shop service plans and replacement plans, we take care of it, to a certain point of course. With certain products such as Apple and Microsoft, even if you purchase the extended warranties through us, in the first year, we are obligated to send the product to the company. Apple and Microsoft are the type of companies that want to know what is going on with their products, and the glitches and bugs that unfortunately exist in a lot of products. The most common misconception with Product Replacement Plans, is that people think that it is basically an in-store exange. Here is the clarification: (Which is clearly stated in all PRP pamphlets) Product Replacement Plans are coverage for up to 2 years, and say you come in to the store with your blown headphones looking to take advantage of your PRP and pick out some new ones. It isn’t quite like that, you must either call Future Shop Claims, or claim your PRP claim on futureshop.ca. From there they will send you a card with the amount of money you originally spent on your product. In this situation both parties do need to take responsibility. The salesperson needs to better explain our warranties, but since they are sometimes in a rush, they usually just try to sum it up in a couple of sentences, such as “If anything happens, just bring it in” or “Yep we cover it fully for “x” amount of years” . The customer also needs to research warranties that they are investing in. We have pamplets everywhere in the store explaining both types of warranties. If you are not presented with one at the check-out after purchasing a warranty, ASK FOR ONE. After that point, you can’t exactly put the blame on anyone else that you were ill-informed.”
Do you really believe that a customer would buy the “Product Service plan” after reading all the “Ifs” and “Buts”?
Your product service plan contains more loopholes than a sieve. There is always a possibility of finding a reason to deny service.
For example, my laptop screen had dust in it. When I took it in for repair, the technician agreed it was a defect. But the repair depot very conveniently stated it was physical abuse. I would like to challenge anyone to put intentional dust in the LCD screen.
Most manufacturer’s cover the shipping and handling for your kind information. My LG laptop keyboard, on which I had broken a key was repaired and delivered to my doorstep without any questions asked. If it was Future Shop, it would have been a physical abuse or whatever reason and aside from the hassles, I would have been denied the service. Do you agree?
Your salespersons are in rush because they do not care about the customers. They know that the company is going to ditch them anyways so there is no point in taking care of them. Just notice the difference in attitude of your salespeople and customer service. They are like opposite poles. You should be thankful that the customers do not read the fine print. Otherwise, no-one would be fooled into your warranties.
I would suggest to get a good credit card which provides extended warranties and they are free. If you have to buy extended warranties, by it directly from the manufacturer. They are cheaper and provide better service. For example, Dell’s comprehensive coverage will cover accidental damage and they will provide you with At-home service. Buying the warranty from Future Shop is the most expensive way of buying a headache.
Left by exemployee on July 20th, 2009