Future Shop - www.futureshop.ca

bor3d

When I buy a product with extended warranty and that product fails to perform, I don't expect to have to wait for seven months to get results. I had been patient and was not ignorant or arrogent with customer service. They jerked me around all that time. You cannot deny the actual truth of this matter. FS left a trail of deception with their promises of extended warranty. If anything, the customer service at the store was rude and ignorant. They refused to admit they installed a defective part in my CPU. I had to take the product to a different repair facility which determined the part was defective. That is how I finally got my warranty to work for me. So with that said enough of this BS. You seem to have strong belief in the company. Why don't you go work for some company that deserves you dedication. FS and BS kind of go together,doesn't it.

if you had actually bothered to read what i wrote, you would have understood that the problem wasnt fixing it. Product was under warranty and we were fixing it for him. The problem was that he wanted the "no lemon guarantee" which replaces the product after 3 repairs. The no lemon guarantee is a feature of the future shop product service plan and not the manufacturer's warranty. So he as so many others wanted what he wasnt entitled to and he got what he deserved...

that aside, another fact you are choosing to ignore is that future shop does not make the products. the manufacturers do, and it is essentially similar stock no matter where you buy (same companies making and selling printers [hp, epson, canon].. it doesnt matter if you buy it at FS or london drugs or staples or whatever), so if future shop is selling junk, so is everyone else. blame the manufacturer, not the retailer.

and if future shop service is soo bad and we have so many displeased customers, how is it that we are #1 for service in Canada out of all the retailers operating in Canada. do some research, my guess is you will be surprised by the fact that the reason you are getting less than desirable service from FS isnt that FS has bad customer service, it is your attitude, your ignorance and your unreasonable expectations and wanting things that aren't free and you do not want to pay for...

Good chuckle there bor3d.

Customer buys your garbage ,then brings it back three times because it doesn't work. Service expectations,none. You fixed three times and still can't get it right. The guy probably paid good hard earned money for the product and you can't even fix it for him. I guess by the time he brought it back the third time the warrenty ran out. I wouldn't expect anything less from future shop than stall tactics.

The bottom line here bor3d is the customer is the consumer. They buy your product and keep you in business. The least you can do is stop selling junk. If you continue selling junk at least fix it when it breaks. If you can't fix it replace it. That's called customer service. That is something future shop lacks. We don't want your patience, we want a product that will work and customer service when it doesn't. Future shop has neither. Have another read of the disgruntled customers comments and hear what their saying what. "Future Shop" does appease the everyday consumer due to lack of integrity and product quality. Fix the problem and stop making excuses why you can't get the job done.

well said.

also want to add, people are funny in the sense that they only remember what they want and completely wipe out what they dont want to remember. I had a customer a while ago that was yelling at me for a good 30 mins (just because i was the first person he ran into when he walked in the door) because his computer had been in for repairs 3 times and he "remembered" the sales person telling him that if he got the warranty, it would be replaced after 3 repairs. The part i guess he didnt remember, was when he told the salesperson "go to hell, you guys just sell these warranties because you make money on it". Well yes, if we didnt make money, we wouldnt be selling it or even opening our doors in the morning. why open a store if you are not there to make money?... so anyway after listening to him vent for a good half hour of my valuable time, he finally handed over on his recipt with a stupid smirk on his face asking me so how many more goddamn times are you going to repair this before i get a new one. I look at the recipt and i dont see a warranty. so i can only have one response to that question. i put on a stupid smirk of my own and responded, one million, two million, never... take your pick. if you are going to be an idiot, dont get mad when you get treated like one. if you were offended by this, well too bad.. i am there all day so you guys can vent on me (just because i am the first one you happen to run into), so now i get to vent. deal with it! a store (any store) will do as much as it can for the customers keeping in mind that the first goal of opening the store in the morning is first to cover costs and second to make money. i cant help but laugh when a customer demands something ridiculous that i have no choice but to say no to and his/her response is, well now i know im gonna go to blah store for my next one. well have fun, good luck, but dont be too surprised if the exact same thing happens and you get the exact same issue because guess what, someone offered you a warranty again and you told em "go to hell, you just want to make money"....

ok from the source.... as someone who has worked at the customer service desk at a future shop for a few years here's the basics first:

1) if you want to stay with only the manufact. warranty on a product read the manual very carefully to see what is included/covered and where to get service and/or who to contact...many companies only guarantee certain products for 90-,120,or even 30-days and they will all ONLY cover manufact. defects ie if you or something you did or added (ex: software/downloads) caused the problem, too bad you are not covered. many companies also want you to deal with them directly and even if the only way to do so is to call long-distance, well that's their warranty (trust me i was on the phone for an hour trying to help a customer who had purchased a dvd player and said he couldn't-wouldn't pay long-distance...when i finally got a rep on the phone they said they would only deal with the customer, and hung up on me---cust serv reps try but we are not magicians). they also have no repair time limit and the retailler has to respect their decisions if compaq or hp says it will take 3 months to get a part to repair ur machine and will not authorise an exchange well...you will be waiting for your repair (the SERVICE PLAN guarantees that if your product is in repair for 60 days on the 61rst you get an exchange)

2) if you want your product fixed and pieces must be ordered that is life....you need a new motor for your car...you don't get it at the kwik-e-mart you get it from your car company and it doesn't arrive instantaneously, if you need a faster service or you want something other than a repair such as an installation or a data back up, well those are extra services and so you must pay for them. if your printer runs out of ink within a month of buying it and u have used it very often (keeping in mind that manufact. only give you starter and not full cartridges with each printer... to "start" you off) well you need to buy more ink before coming in to complain that it is defective (like buying gas for a car) same thing for batteries

3) I ALWAYS BUY THE PLAN... think about it. if every customer service rep i know buys the plan on EVERYTHING we buy there is a reason. I know what the benefits vs pitfalls are and the money is well worth it. certain products are direct exchanges...it doesn't work, we test it and if defective exchange it for a products with equivalent or better features (price is irrelevant as the prices of electronic goods decrease extremely rapidly...case in point i bought an lcd screen in dec for 750$ it is now worth 250-300$ were i to clamor for something the same value as mine i probably get an inferior model than if i based myself on the specs.)

4)sorry to say it but certain items have different retuen/exchange/price protection and testing/repair policies than others...value plays a factor but the main reason why is that many people try to take advantage of the system or commit fraud and the rest of us honest folks have to pay for it...for example why is your money only refunded once an item such as a stiove is only physically returned to the store by the delivery service and not right away at the counter? answer: because in the past people tried to return items, get their money back but never return the actual product or return one that was damaged/abused or an entirely different item (usually because they hid or sold the thing they tried to return)... just like why you cannot pay by personal cheque too many bounced after the sale and the clients "disappeared".

5)open products that are copyrighted will never be refunded. it is actually illegal to do so..the game/cd/dvd/software doesn't work? it will be exchanged for the exact same item

6) you MUST have the original receipt for a return or price protection and at least a copy for exchanges. we are not morons, we know these things are sold at other stores we want proof you bought the specific items at our store when you said you did (credit card receipts/statements only show how much not what the items were and NO we cannot track purchases through your cards) (the day someone argued with me for 20 min that I was OBLIGED to return their item without a bill when it had a radioshack price tag on it will live on in my memory forever) oh and we can check when we last sold a particular item... don't try to return stuff that is over a year old people...just don't try.

6a)KEEP YOUR BILLS...it is not always possible to track a bill through your phone number... due to the privacy act coming into effect the data base was purged and not every warranty was originally sold under a phone number as people were reluctant to divulge that info so...no bill/no proof of warranty or service plan and all i can do is give u the number for a service center (if i can find one for your product) or refer you to the yellow pages

FINALLY... no one is forcing you to buy the plan, if you don't want it say no but make sure you go home and thoroughly read what the manufact. is covering. there is a 14 or 30 (depending on ur product) day grace period where you can buy or return a warranty. take advantage of that fact if you aren't sure if you want a warranty right away. it is however recommended for convenience to try to get the product and service plan on the same bill so you won't have to search for many bills and you can keep everything together. just remember you will always get what you pay for and if you want the manufact warranty only that is EXACTLY what you will get

FYI a service plan starts on the day of purchase and supercedes the manufact. warranty.

not to mention other things they do to lower their costs at these "chinese stores" such as charging you restocking fees if you try to return or exchange an item...

oem products (out of box basically ) come with either a 30,60 or 90 day warranty with the retailer (usually). they are NOT covered by any manufact. warranty (as they don't come with the little card the manufact. usually puts in a box) and as always...you get what you pay for you want cheap and less service you get cheap and less service but don't expect it to last forever or to be heard if you have a problem

My experience with Future Shops warrenty doesn't sit well. This is the probable scenario to follow. Buy a $500 item, spend $100 plus dollars on extended warrenty, when a problem arises spend another $75 for quick service. Final bill, $600 plus dollars for product and poor warrenty service.

Alternative. $250 for product from other dealer. Product warrenty included,cost for replacement $250. Still cheaper and probably better warrenty service for less than half the price.

Basically it comes down to, you pay for what you get and the service that comes with it. At this so called Chinese store that you speak about the would be selling of products that do not come in a box and will not have any manufacturers warranty whatsoever so if you take those two important detail and put them into perspective then you can see why futureshop wants 499.99 for the card.