| future shop
Posted: 11/9/2007 9:03:34 AM | My most recent experience with FutureCrap was this week.
This is what I emailed their online customer service:
I recently purchased a GXT multi-card reader for my Compact Flash card at the Bayers Lake Futureshop in Halifax(088 I guess). I went to insert my card and it never went in smoothly. I pressed a little harder and the card got jammed between the edge of the casing and where the pins are. Now, there is a lip around the casing and my card was stuck under it. I had to break away a piece of the plastic to get the card out in order to see if it still worked in my camera. Fortunately it did and I won't lose my pictures. I tried to insert it a number of more times and it just wasn't going in. Frustration level #1!
So, I thought I would exchange it. After standing in line about 20 minutes at the Customer Service Desk we are informed that the network is down and no returns can be processed that night. Frustration level #2!
Go back the next night, why are there so many staff walking around there like they have nothing to do but people have a long wait in Customer Service lineups? Frustration level #3!
I then explain what happened and the girl gets a manager, some guy named Matt. He tells me that because it was damaged that they couldn't do an exchange. I sure as hell wasn't going to exchange it with my card still in it! He indicated that I could have brought it in with the card and that their techs could have removed it. I didn't see that printed on the receipt anywhere so how was I to know?
He then tells me that some of the pins in the device are bent and that I shouldn't press so hard. Hmmmm...some pins are bent...maybe that was why I couldn't get it in there in the first place!!!!! If that was the case then it sounds more like a manufacture issue and whether I damaged it(the plastic casing), or not, should not be an issue. Thus an exchange should have been done!! Since he said I couldn't exchange it he could give me another one for half price!!! Needless to say that didn't go over well and here I am complaining. I needed my pictures pronto so I paid for the second one. Thus I paid 45.59 (taxes in) for the first one and 22.79 (taxes in) for the second. So I've paid 68.38 for something that cost 45.59. That will retain customers!!!
I've always enjoyed buying from Futureshop and I do a fair amount online due to the convenience. Needless to say I have my scissors ready to cut up my Futureshop card. So for the sake of 22.79, that was what Matt said was cost, you are going to lose a customer that will do nothing but preach negativity about your business.
They forwarded my complaint to the store and the store called back today and just reiterated what the Manager told me. The product wasn't in original condition and thus no exchange. Heck, if I left the card in it, it wouldn't have been in original condition!! I would have expected the complaint to go above the store level. That was a waste of time.
I've done some investigating online and this seems to be a widespread problem. If there is so much as a nick on the product you won't be able to exchange it. So be careful with those cell phones and ipods that usually take some abuse. Even if it breaks within the warranty period there is a good chance you're screwed!!
I feel like getting a sandwich board and protest in front of the store! Just out of principle!!  | |
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