The Rumors Are True: I’m Dumping Future Shop FOREVER!
It’s been 28 long days since I dropped my MacBook Pro off at Future Shop for a warranty repair. When I bought the computer 2 years ago I forked out aprox $400.00 extra for the extended warranty in hopes that I would be covered if there were any issues.
JANUARY 21st: I dropped off my computer for what seemed to be a power issue. I was told it would be 1 week – 10 days for the repair. I was also told that Apple sometimes has to wipe the drive clean to repair computers and I should pay $80.00 for back up. I said, “Wipe the drive for a hardware issue?” The Future Shop service associate said, “It could happen.” (95% of my drive is backed up at home. I was not able to backup the most recent data, as my computer wouldn’t power up.) I agreed to pay the ADDITIONAL $80.00 for backup.
The service guy said my computer would be backed up THAT DAY and sent out THAT DAY as “UPS has not picked up yet.”
JANUARY 28th: I was in the area of the Yonge/Dundas store 1 week after drop off, and decided to pop in for an update. The service associate (same guy as the first time) entered my TAG# into the system and told me that my computer was “Still out at Apple Repair.” I asked if the work was in process and if there was an estimated time for return. The Sales Associate said “Hard to say.” For some reason, he didn’t seem to be telling the truth, something about his demeanor changing when he looked at the screen. So I confirmed, “But my computer has been backed up and sent out to Apple?” He looked me in the eyes and said, “Yes.”
All this is fine. It had only been a week. It was a bummer that I was heading to P.E.I. without a computer, but such is life. Future Shop’s warranty states that they have up to 60 days to repair or replace a unit. I agreed to that when I bought it. Hoping that 60 days OR 28 days would be worst-case scenario. Lets jump ahead to where things get dicey and, quite frankly, UNACCEPTABLE!
FEBRUARY 6th: 17 days AFTER I dropped off my computer. I received a phone call from the tech department at Future Shop’s Yonge/Dundas store. I thought it was to inform me that my computer was ready for pickup. NOPE! The technician (different guy) was calling to tell me he was BACKING UP my computer and I had, “TOO MUCH data on my computer! 125GB of data is A HUGE amount of data- OH BOY!” I was told, “We don’t have that much space on our server for backup!” He went on to say that I would have to provide a backup drive, “which Future Shop has a wide variety of on the sales floor.” I said, “so you are JUST backing up my computer now? 17 days after I dropped it off? And you are calling from the Yonge/Dundas location?” He confirmed ALL of these things and repeated that he could not possibly back up that HUGE amount of data on the Future Shop server. He asked how I wanted to proceed, as NO WORK would continue on my machine until I approved the purchase of an external drive or dropped one off. He knew I was in PEI, as I had told him that, so how could I drop off a drive? I was bullied into agreeing to buy an external drive, OR work would NOT continue on my WARRANTY unit. By this point my FULL EXTENDED warranty was costing me in excess of an additional $200.00 and the machine had NOT been looked at in 17 days.
Needless to say: I contacted Future Shop via their website, immediately. I heard back in a very apologetic e-mail on Feb 6th:
Date: Sat, 6 Feb 2010 13:12:59 -0500
From: websupportcan@futureshop.com
To: pdetlor………
CC:
Subject: Re: Email from Future Shop
Dear Pamela,
Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution. To help resolve this issue I invite you to forward the requested information below and we will file a store complaint on your behalf
To help us assist you, please respond back to us with the following information so that we are able to provide the store with complete details and your complete contact information:
Store location:
Date of Incident:
Who you spoke with at the store:
Your Full Name:
Your address:
Your phone number:
Thank you for your patience in this matter. If you should have anymore questions or comments please feel free to email us or call our customer service line at 1-800-663-2275. Thank you
Sincerely
Vanessa, 44606
Future Shop Canada
I provide all of the requested additional information, in writing, and also added:
Before closing I have a few things to add. I have over 20 years in sales experience, from retail floor to Inside Sales rep. I have NEVER lied to a client.
I also have an extensive background in computer hardware/software. I was in charge of a team testing hardware & software for the Y2K banking issues, with CIBC’s Electronic Banking division, for 2 years. IF FUTURE SHOP DOES NOT HAVE THE STORAGE CAPACITY FOR A MERE 125GB of DATA, You may as well close up shop.
I don’t know if your tech assumed I would believe him because most people (women especially) don’t understand the inner workings of electronics? I have heard a lot of lies in my life – but that one takes the cake. ALSO, when the first employee took my machine and “recommended” I pay for backup, he had my computer in his hands; he was aware of the model and drive capacity – he DID NOT say we can’t back up a HUGE drive like this. He did not say that $80.00 only covered a certain amount of backup. He said it would be backed up and shipped to Apple repair that day, NO problem.
Here we are – I have no machine. No idea when it will come back. After spending aprox $400 on a full warranty I’m having to come up with $200+ MORE.
I’ve been lied to three times. Once when Employee said the computer was still out (it had never left!) Again when I confirmed: “But it has been backed up and sent out?” And he said “Yes” knowing FULL WELL, by the information on his computer screen, that neither had taken place yet. Then, I was lied to by the employee who was FINALLY getting around to backup, after my computer had been in your store for 17 days.
I don’t want these men fired. I think some retraining is in order were company policy and customer service are concerned. I also don’t think I should be expected to pay a cent after the treatment I’ve received. Last year alone, in addition to what I spent at your store, I have brought in friends who have spent more than $30,000.00 I currently have a friend in need of a new MacBook Pro, I was going to take him to you. Now I’m thinking maybe it’s time to give Best Buy or The Source a chance to get my business and that of friends/family.
Please let me know the status of my repair as soon as possible.
Sincerely,
Pamela Detlor
I HAVE NOT HEARD FROM FUTURE SHOP SINCE!
SO I guess they have 32 more days to DICK me around before they have to do something. I am not a fan of boycotting things for stupid reasons, however – I AM BOYCOTTING Future Shop! WE HAVE NO FUTURE!
If your server is too small for the amount of data that could fit on less than two 84 gig, wee USB little jump drives, that fit in the palm of a CHILD’S HAND, then it’s time to take yourselves over to BEST BUY and get a bigger server.
OR EVEN BETTER:
Head on over to Staples and grab yourself an EASY BUTTON. At this point that is your only option to get out of this mess!
Note*
Generally I don’t ask that you pass on a BLOG post ~ But in this case, I urge you to share my misadventure with your friends if they are planning to buy anything at Future Shop.
Also: I still believe Apple/Mac is a quality company with superior products. The treatment I am receiving from Future Shop is NO reflection on Apple. At this point I don’t even know if they have received my unit and been given a chance to repair it. I have NEVER had a bad experience with Apple.
That’s My Rant!
Pam
My fantastic friends, seesters, Linda & Karen, granted me the honor of being the third author on their latest book “Meeting In The Ladies Room.” Our photo/art book celebrates women and their personal thoughts. During the work putting together this project Karen was diagnosed with and won her battle with cancer!
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