Laptop...A Bad Experience..(Make Second Failure as customer replacement policy)

Posted Mon May 28, 2012 2:21 pm, by syed r. written to FUTURE SHOP CANADA

Future Shop President CEO telephone number / e_mail should be made public for all complaints related matters.

Future shop must respect customer time, money, and must make adjustment to accommodate customer concerns, and must compensate customer with money or free product for time loss.

I bought HP laptop for my daughter,and purchased extended warranty. HP Laptop brought from future shop has failed several times..both hardware and software failure. We requested Future shop to replace the HP computer and provide us with a new one with full three years warranty which we had on our original system...future shop refused to do so.

Future shop must understand that laptop is an essential tool for students, and students cannot live without it without missing and suffering on their work assignments. Failure once should be enough for full replacement..if not Failure Twice should be maximum permissible accepted ..and Future should should gladly replace customer with a new modern reliable laptop with no hasstle and embarrassment.

Currently Future shop has policy for replacement on fourth failure...that is your laptop must fail four times. also same failure twice is considered as one failure...this is non sense...anytime a customer walks in with a failure of the computer (or any electronic product for that reason),,it must be registered a new failure, and not same failure even if the nature and the same component failed twice (like Hard Drive).

Pl provide us the CEO / President office number directly..No customer service tel# please..it is deadlock time wastage calling them...

It is worth purchasing used computer on (competitor) rather than wasting lot of money going to future shop..

Regards

Provide a new Laptop of equal or better specification and value with full warranty (three years) as covered for the original HP Laptop (defective one).
Make sure that second failure, the customer should be replaced with the new gadget...that is a new laptop computer of same or better specification and value in this case.

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Re: Laptop...A Bad Experience..(Make Second Failure as customer replacement policy) by McJohn Posted Tue May 29, 2012 @ 12:14 AM Hardware failure is one thing, but software failure is considered a user error to most computer manufacturers. Its hard to argue that software just "fails" its normally something you installed, downloaded, or deleted. Hardware really depends on what hardware failed. I had someone who brought in a laptop 3 times because it kept frying. Turns out they liked to use it on their bed and the bedsheets, blankets were covering the exhaust vents. Reply Another suggestion would be to read the terms and conditions by Steve OH (IO) Posted Mon May 28, 2012 @ 10:26 PM before you make a purchase. If you don't like them, buy elsewhere (not that I think you'll find any vendor that will offer your exact terms). Reply Re: Laptop...A Bad Experience..(Make Second Failure as customer replacement policy) by PepperElf Posted Mon May 28, 2012 @ 7:46 PM Does the store actually include "software failure" on the list of things they'll fix for free under the warranty plan? I'm a bit surprised if they actually include that cos software can be affected by viruses. So if it fails it often isn't a manufacturer problem but a user-created issue. As for replacing after one or two failures - it doesn't matter. You agreed to the terms. It doesn't matter how much you pay for a computer, what you use it for, or how important you think it is... it still doesn't change the policy terms you AGREED to when you bought it. Reply