Before someone notes that Best Buy bought FS, I know but they still present themselves as ‘Canadian’(which makes me sick!)
Anywhoo, here is my story which is sad but very true.
I buy an HP DV3, 13.1″ July 2009 with a free windows 7 upgrade n Oct 2009 . The entire computer was overheating and the fan noise was louder than my TV. It was slow and even though I had Vista, the hardware should’ve mitigated most of the slowdown; I assume this was due to overheating which explains the fan. On a side, HP computers are garbage, due to poor & inconsistent build quality and too much bloat-ware, but because FS gets kick backs from HP, they will always push them which is scandalous. I only did a little research, more so on hardware but did not question HP (I assume the biggest PC maker in the world has good product, how wrong I was..FAIL on me, I know).
When I tried to exchange it within the 30 days, I could tell from the response that FS knew the DV3 model/generation was a dud (I couldn’t even find my computer on the floor from what I could tell…ipso facto, the HP Dv3 is crapto). There was no ‘can we fix’ but automatic exchange. i.e. there is known problem we can’t fix but HP is money so let’s keep suckling the teet…FAIL
Doesn’t seem like a gripe e-mail about FS right? Well here is the kicker. I exchange my HP ‘CrapV3′ for a beautiful Samsung R522 (dedicated video card , Bluetooth, gorgeous display, great build quality, dual core T6500). I confirm with the sales rep that I will get the Windows 7 upgrade still,he confirms, so no problemo. I was told just bring it in around Oct and I will get my upgrade FROM FUTURESHOP. I bring it in a few months later and I hand it to a service guy, who takes it to the back for only 2 – 5 minutes. He comes back and asks me to enter some of my mailing info. WHY?? WHAT?? “oooh” he explains, “we don’t give the upgrade, Saumsung via Microsoft will send a disc.” I fill out my info and then I’m given the brush off and told to ’trust them…’. I go home and go online to a site which the FS rep tells me is like UPS/Fedex tracking for windows 7 upgrades. I go to the site and there is nothing about windows 7 under my tracking number, all it says is something about ‘the computer needs servicing’ I phone Samsung and they tell me that they don’t know about ‘regional offers’ but they were aware of an upgrade through microsoft but the disc could take 3-6 months to ship, if everything works out…whaaa? Since I bought from FS, not Samsung or Microsoft I call Futureshop and get a call center in texas (hmmm….Best buy connection? Duh!), she was actually really helpful and gave me the number to speak to someone in Canada. I’m thinking ‘All I need to do is speak canuck to canuck and problem solved.’ Nope, they were complete morons and even admitted that what FS did could be seen as misleading BUT the REAL villain is Microsoft via the manifacturer…it’s pretty easy to point fingers at microsoft eh. I explain to them that my relationship was not with either of the third parties mentioned and if future shop can honour the upgrade promise I would be more than happy to continue buying from them and not hold any grudges (i sincerely meant this because I like FS product selection which is always better than Best buys I find). Nope. I’m told to e-mail tech support but before I do, I need to contact Microsoft and/or Samsung because FS isn’t responsible… FAIL
<<Important note on Business/Customer Relationships >> You look very unprofessional, but mainly dishonest, if you point fingers at someone else when you are the only party your customer has had any dealings with. If you tried to run a scam like that on the street you’d lose a couple teeth, or worse because you can’t turn to someone and say ‘well yeah, I know I promised you something but see that guy over there, the 800 pound gorrilla (a.k.a Billy Gates’ Microsoft) your beef is with him’… FAIL.
Resolution? Of course, I’m a pit bull when it comes to getting justice…
I had the luxury of having enough free time to follow-up with FS and not letting it slide, so I sent e-mails to the FS Tech support. After having to reiterate my core issue 3 times via e-mail to 3 different tech people that FS needs to provide a solution and not just point fingers, I was contacted by my local store rep and I was told that I would get my Windows 7 upgrade from my local store. O frabjous day! Callooh! Callay! FS WIN!! YES, THE LITTLE GUY CAN GET A BREAK!! Ohhh, wait, there’s more…
… I show up at my local store and the person I need isn’t around and of course, no ones knows anything about my problem and there is no other customer support people (5 guys, just standing around, who would love to sell me a laptop though…). Arghhh!!!! I’m told that the person I need will be in a few hours later and I should come back/wait around. Not acceptable. Then they tell me that I can get windows 7 for only $50 which is a big discount. Hmmm…Free = $0 so I don’t know how I’m getting a discount. I show them the e-mail and they look confused and then they tell me again, I have to pay. At which point, I raise my voice and inform them that one of their own associates had promised me the free upgrade in accordance with the original upgrade promise…more fumbling around and then someone finally just overrides the system so I can get my free copy. If I hadn’t held my ground I could’ve waited for hours or paid $50 for something that should’ve been free. PIT BULL WIN!!
Lesson??? Do not give FS an inch, ever, they will take of advantage of you right off the bat. I can’t stress this enough. Be harsh and uber aggressive right away because they view kidness as weakness. Don’t lie, because that can always backfire but get things in writing and NEVER BACK DOWN. Know when you’re right and when you, as a customer, have proper leverage. If you don’t you can look like a douche and waste time but if you know justice is not being served, FIGHT, FIGHT FIGHT!!
I still shop at FS because Best Buy is NOT a substitute and is in fact worse based on my experience but how can a Canadian company FAIL so badly?
Yours trully,
Agizzle
I’m glad this blog is not censored or owned by FS(which someone suggested earlier) Vive la revolution!!
Left by Agizzle on December 27th, 2009