Ya Right!!

I know that those who still work there find it hard to accept the fact that the warranty is a scam.

You have to get your facts straight before you start advocating for the company.

1. The company sells warranty on 20-30% of TVs. In one day each store sells 10 tvs on average. Giving one example of a customer getting a TV replaced is like drop in the ocean.

2. The customer does not get a choice. Read the PSP sheet carefully. It is the manager who chooses what to give. If the customer gets lucky and happens to talk to someone like you, the courteous employees end up violating the policy to accomodate the customer.
But violation of a policy to help someone shows that the policy is flawed.
If the employees followed the policy, the customer would have left pissed off and got nothing. As per policy, the customer would get a refurbished or open box TV which is equal or better.

3. Also, the customer lost the remaining warranty on the TV. Which means he would now have to buy it again. Assuming he buys another 5 years. He would spend another $300 for it. If he would have kept the previous 300 and 300 this time, he could have bought a new TV for $600 easily. So even a drop in the ocean case of replacement ends up costing more to the customer.

4. You are a nice employee but I don’t think you are working for the right company. This company is brainwashing all of you whereas it is sucking the blood out of its customers and employees.

Future Shop model is on the verge of collapse and none of this bull-shit clarifications can save it.

Read my other posts for more details.

Left by exemployee on July 13th, 2009

Thanks for the response, and not bashing me like I had anticipated.
1. You do make a valid point, PSP and PRP does make futureshop money. Still, it does add the assurance that if your product breaks, your covered.
2. Not necessarily, I don’t believe that there is anything about not being able to get a gift card for the original purchase price.
3.In this case it did profit the customer, if he would have saved the $300, he would have been “out” the 1600 he paid for the TV. I fail to see the logic that he would have been better off not buying the warranty.
4. Thanks, I appreciate people who don’t curse and yell to my face . But in all seriousness, I don’t think Future Shop is at all as bad as some people make it out to be, sure it’s not perfect but I like it all the same.

Left by FSCSS on July 14th, 2009

So I think everyone on this site is being very ridiculous. I work at Future Shop and think if you want to return something outside the return policy becuase your product is not working after 6 months saure you can IF you have purchased our extended warranty. Thats why we offer it, not to make money off you. If it claims to already have a one year warranty thats usually done through the manufacturer!

Left by bbm-xo on July 14th, 2009

Good to see that there’s someone on here that is knowledgeable about the company (poster)

Left by fspro on July 14th, 2009

I am not surprised to see that the employees who work there are not clear about the policies.

They have been brainwashed to believe whatever the management wants them to believe. Just like most religious fundamentalists, they fail to see any logic beyond what has been fed to them.

Let me try and explain once again.

1. Thank you for admitting that Future Shop makes money from selling warranties. I never argued against that. Infact, that is a technique sales people use to handle the objection. What you fail to understand is the fact that Future Shop fails to understand that the very same customers who make it the money are being ditched by the company everyday.

This is because the customers who fall into the trap are honest and vulnerable people. When they need the service, the store employees start reading the back of the PSP brochure, which is the real face of the plan. If you are so confident of the plan, why don’t you read the back of the brochure when you sell the product.

As I mentioned before, the only customers who benefit from the plan are the ones who know how to beat the system or those who are extremely lucky.

2. The customer does not get a $1600 gift card as a replacement for the TV if the “lucky” customer has a TV which is unrepairable.
Please read the PSP brochure properly.
a) The customer will be offered something equivalent or better in featuers according to stores discretion.
For example, if the customer bought a DLP 42″ TV 3 years ago for $1600, he will be given maybe an LCD TV 42″ which might retail for $800. If the customer is pissed-off and whines and if the store employees see the situation getting out of control, they will break the policy and accomodate the customer. (This is not the PSP which is working, it is the fear of repercussions which works). That is why I say that an honest customer will be a loser regardless.
The comment:
“So I think everyone on this site is being very ridiculous. I work at Future Shop and think if you want to return something outside the return policy becuase your product is not working after 6 months saure you can IF you have purchased our extended warranty. Thats why we offer it, not to make money off you. If it claims to already have a one year warranty thats usually done through the manufacturer!”

I don’t know who is acting ridiculous here. If you don’t even have time to know your companies policies, you don’t deserve to work there. “NO YOU CANNOT RETURN A PRODUCT AFTER THE RETURN POLICY” especially if you “HAVE” the extended warranty.
The guy who made the money off you would make every attempt to save the return even under the return policy. He/She may try to coerce, lure, attract, beg or do anything to get it past the return policy. After that, you are out of luck.

Know you stuff before you comment.

Left by exemployee on July 16th, 2009

About the comment that was made, the one about products being returned over the return policy…Yeah one of the only cases of that happening is if the product is classified as an “OCE” (Over the Counter Exchange) and that is under the manufacturers warranty. Most computer accessories, ei. routers, hard drives, are sold with PSP and they qualify for an automatic PSP Exchange, which is essentially an “OCE” with a more paperwork. So basically, that’s wrong, not to be rude but it is essential you are not telling customers this, as it is not SOP, and not allowed.

Thank you Exemployee for correcting my mistake above. At the time that the PSP exchange was made, (Not positive, but mid January is my guess), I had been working for Future Shop for only a couple months, but yes it wasn’t quite SOP. To clarify, a gift card may be issued to the customer if requested of the current value of products with similar specifications.

Even though saying all this, I still do know that our service and replacement plans are well worth the money. Some products, I wont buy service plans on as I don’t feel its worth it, but others need it, and with a quick search on Google you will know which ones. Some products I see come back much more than others are Xboxs (obviously), Ipods and digital cameras. That isn’t to say that other products don’t come back, it just means those are ones I will always buy PSP on, working at futureshop or not.

Left by FSCSS on July 17th, 2009