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Author Topic: Very angry at Staples
Kevin
rabble-rouser
Babbler # 3645

posted 05 February 2004 07:20 PM      Profile for Kevin   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
So here's a pretty sad and angering story.

I live in BC, and I have bought a nice laptop computer from Staples in Maple Ridge. Then, on December 27 the screen broke. Very upsetting, so we got it into Staples for repairs that day.

A week later, they told me that the screen would need to be repaired. I got the computer back and retrieved important information and then brought it back to the store to get the computer repaired.

Many weeks passed by. We phoned the store and were told repetitively "two weeks!" but alas, no response.

Then we were told a date - Jan 29th (my birthday). No one phoned. I phoned the store, explained the problem, and was told that the computer had been sent in on the 20th of January for repairs and that it would take two weeks. I asked how the store could possibly have held the computer for two weeks before sending it in and got no response. I explained to the person on the phone that because I was a student I needed my computer. He had no answer. Then I told him to call me back with a definite[/] date for my computer to be returned. [b]He said he wanted to make sure that he had the right number, and read a number to me - a 778-***-****! My area code is 604!!!!!! He apparently corrected the problem. He promised the computer would be done by Feb 5.

So the two weeks passed. Now it is Feb 5, and the computer was not in the store, and they had no idea where it was. The manager STILL HAD THE WRONG PHONE NUMBER and said he'd call and find out what is up!

This repair is costing me $500 (a hell of a lot for me) and I've been without my computer for SIX WEEKS and a new semester of school has started.

I'm very angry. I for one want to tell Staples that I will NEVER shop there again and want to tell everyone else that because of this incredibly crappy service.

Just an FYI / Rant


From: Simon Fraser University | Registered: Jan 2003  |  IP: Logged
HeywoodFloyd
token right-wing mascot
Babbler # 4226

posted 05 February 2004 07:32 PM      Profile for HeywoodFloyd     Send New Private Message      Edit/Delete Post  Reply With Quote 
I have found that the best of the bigger box stores to buy computer equipment from is London Drugs. No-hassle repairs & warranty work.
From: Edmonton: This place sucks | Registered: Jun 2003  |  IP: Logged
Michelle
Moderator
Babbler # 560

posted 05 February 2004 07:36 PM      Profile for Michelle   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
I'm going to move this to "Labour and Consumption" since it's serious and about a consumer issue.
From: I've got a fever, and the only prescription is more cowbell. | Registered: May 2001  |  IP: Logged
BleedingHeart
rabble-rouser
Babbler # 3292

posted 05 February 2004 07:48 PM      Profile for BleedingHeart   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
When I took my desktop to Staples because it wouldn't start properly the repair guy told me it wouldn't start because I had too many shortcuts on the desktop. He removed them for $50. I took it home and surprise it wouldn't start. I figured out it was a problem with the mouse and fixed it myself.
From: Kickin' and a gougin' in the mud and the blood and the beer | Registered: Nov 2002  |  IP: Logged
Sine Ziegler
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posted 05 February 2004 08:08 PM      Profile for Sine Ziegler     Send New Private Message      Edit/Delete Post  Reply With Quote 
I've had a similar problem. Laptops are very very fragile and getting a warranty is extremely important.

I went to get my ibook fixed at a Mac-Apple dealer store who gave me basically the same service you got a Staples. In the end they said they weren't working for Apple anymore and told me to go somewhere else. So I did and it was much better.

Can't you send the computer back to the makers? Don't they have a warranty? Have you called the company who makes it?

Ick though... poor you.


From: Calgary | Registered: Apr 2001  |  IP: Logged
speechpoet
rabble-rouser
Babbler # 3693

posted 05 February 2004 08:50 PM      Profile for speechpoet     Send New Private Message      Edit/Delete Post  Reply With Quote 
London Drugs actually does seem to put some effort into service, and I've been surprised how often a salesperson will admit they don't know the answer to a question and trot off to find someone who does.

They also seem to hold onto their staff, which is a sign of either

  • good labour relations,
  • a lousy job market, or
  • a malfunctioning lock on the Addictive Pharmaceuticals safe.
When I had to replace a digital camera, the guy who sold me the replacement was the same guy who sold me the original a few years before. He knew his stuff inside and out.

From: Sunny Vancouver | Registered: Feb 2003  |  IP: Logged
Sine Ziegler
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Babbler # 225

posted 05 February 2004 08:59 PM      Profile for Sine Ziegler     Send New Private Message      Edit/Delete Post  Reply With Quote 
I used to work at London Drugs. They simply have GREAT training and pretty good wages if you started years back. It's harder to get high up in the wages for people who start now though.

It's also hard to find a job as high paying when you get to the top wages, for the same education level.


From: Calgary | Registered: Apr 2001  |  IP: Logged
radiorahim
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Babbler # 2777

posted 05 February 2004 09:06 PM      Profile for radiorahim     Send New Private Message      Edit/Delete Post  Reply With Quote 
Often you can do well in the big box stores on prices but service is usually abysmal. That's the trade-off.

On desktop computers of course, I always do my own servicing...but with notebooks you have to take to the shop on serious hardware issues like the one you describe. But my preference is dealing with the small shops...prices may be a little higher, but the service is much better...and if there is a screw-up, at least you get an honest explanation.

The screw-ups are usually with getting replacement parts from the manufacturer.


From: a Micro$oft-free computer | Registered: Jun 2002  |  IP: Logged
Anchoress
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posted 05 February 2004 09:14 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
Anyone looking for excellent and reasonable computer service in Vancouver and environs should try Uniwest Microsystems on East Hastings. They build desktops and laptops to order and are comparable to buying direct from the manufacturers (with much better service) although I do not know how they compare to Future Shop, LD, Staples, etc.
From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
DrConway
rabble-rouser
Babbler # 490

posted 05 February 2004 09:39 PM      Profile for DrConway     Send New Private Message      Edit/Delete Post  Reply With Quote 
In general I find retailer warranties to be useless. Manufacturer warranties last longer, and are often easier to deal with.

As well, the person who charged $50 for a nonexistent problem? That's low. That's really low. I knew there were a lot of con artists and bafflers-with-bullshit out there who take people for a ride on computer repairs, but I've never heard directly of such a story until now.

I agree that independent retailers are often better for laptops, and by far are better on price for desktops. You just can't beat the $299 deal over at A-power for a Duron 2400.


From: You shall not side with the great against the powerless. | Registered: May 2001  |  IP: Logged
Kevin
rabble-rouser
Babbler # 3645

posted 05 February 2004 11:10 PM      Profile for Kevin   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
I got a warranty, but the monitor is expressly exempt from it.

However, on a happier note, I got a personal telephone call from the sales manager who said that he's "very embarrassed" about how long it's taken, will be doing his best to expedite the thing back to me, and I believe him somewhat. He's probably been the most forthright person so far.

Hey Doc, where's that place located?


From: Simon Fraser University | Registered: Jan 2003  |  IP: Logged
DrConway
rabble-rouser
Babbler # 490

posted 05 February 2004 11:32 PM      Profile for DrConway     Send New Private Message      Edit/Delete Post  Reply With Quote 
Here's the computer in question.
From: You shall not side with the great against the powerless. | Registered: May 2001  |  IP: Logged
Tommy_Paine
rabble-rouser
Babbler # 214

posted 06 February 2004 05:49 AM      Profile for Tommy_Paine     Send New Private Message      Edit/Delete Post  Reply With Quote 
You know, it seems to me I keep running into customer service problems more often these days.

I think I talked about the garbage can I bought from Canadian "Crappy" Tire that malfunctioned after just three days normal use. I'm fairly convinced the garbage can had been returned by a previous customer, "repaired" and repackaged.

I'm also fairly certain they sold my name and phone number to every telemarketer in Canada.

A roof rake from Home Hardware came without the necessary bolts and nuts for assembly. They did, however, fix it.

Rebecca had trouble with Bell Canada, whose insocience over their error was infuriating. And so was the fact that my "male" based complaint bumped her up on the priority list.

These corporate bastards are just so freaking arrogant, they don't even care about abusing thier customers anymore.

As usual, I have a long rambling solution to all this, but we'll just skip that and go to the bottom line:

Guillotines.


From: The Alley, Behind Montgomery's Tavern | Registered: Apr 2001  |  IP: Logged
Kevin
rabble-rouser
Babbler # 3645

posted 12 February 2004 12:30 AM      Profile for Kevin   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
Well it's all resolved now.

Gary, the sales manager, got involved and finished it all up. I have the computer back, typing on it right now, and didn't have to pay much at all.

I'm quite happy with the way Gary fixed it all up in the end - the whole problem ended up being the lack of communication between sales agents.

Good job Gary! and I'm happy to say that I will be shopping at Staples again.

Michelle or Audra, feel free to lock this topic, and thanks for the space to rant.

And everybody else- thanks for the support! Especially you, DrC.


From: Simon Fraser University | Registered: Jan 2003  |  IP: Logged

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