Problems with returning TV to Futureshop

[Grunt]

I apologize for the length of this, but if you could take the time to read it, that would be appreciated.

On January 8th, 2006, I purchased a 26" Insignia LCD TV from Futureshop. Everything was great, up until last night when the TV shut itself off on its own. Since then (once warmed up, so after like 15 minutes) it shuts itself off, and then after you turn it back on, will continue to turn itself off again after being on for approx 10-15 seconds.

I've tried different power outlets and power cables, and even took the batteries out of my remote to make sure it wasn't acting up or something... however, it seems obvious that there is a hardware problem with the TV.

A bit more background... when I initially bought the TV, I purchased it from the NE Futureshop, as it was on sale. I did not purchase their overpriced in store warranty (~20% of the cost of the TV) as I figured the manufacturers warranty would be good enough, as it covered the first year. I also paid in cash (bad idea). They were out of stock, but gave me a waybill pickup slip thing that had my receipt attached to take to the NW store to pickup a TV from there. I did just that, and gave the sales guy at futureshop the waybill/receipt in exchange for my TV.

I noticed a few days later that I didn't get a copy of the receipt, but really didn't think much of it as I didn't anticipate having any problems with the TV, or Futureshop. On this same day however, I did buy Monster component cables from them with my debit card which I did receive a receipt for.

Fastforward to today ... I call up the NE Futureshop, explained the problems I was having and inquired about the process for going through the manufactureres warranty. I also explained that I was never given a receipt for the TV, so they would need to reissue me one. They explained to me that if I did not have a receipt, I was SOL as they do not keep a record of past sales unless purchased via credit card. I was not happy, but decided to try my luck with the NW store.

I call the NW store and explained this to the operator (calmly, without getting upset). She basically told me the same thing... I asked to speak to her supervisor who she promptly put on the phone. This guy was equally as unhelpful, telling me there was nothing they could do, and that I should have purchased their in store warranty if I expected to have them do anything. I lost it at this point and gave him a good reeming out, including threats of never shopping at their store again, and recommending none of my friends/family do either... which unfortunately did absolutely no good as he refused to budge.

I've also called Insignia, who told me that unfortunately I have to go through the store to take advantage of the Manufacturers warranty.

So here I sit, with a nonfunctional 3 month old television that I spent almost $1K on. I'm really at a loss as to what to do, other than to just suck it up, take it to a repair store and pay to have it repaired. This really doesn't seem fair though considering I just bought the damn thing, and they didn't even give me a receipt. I realize that I probably should have paid with CC, and went back when I realized I didn't have a receipt, but I honestly didn't expect that Futureshop would be so hard to deal with.

Does anyone out there have any advice as to what to do from here (or does anyone work at Futureshop who might be able to help me out)? Is there anything else I can do to make Futureshop cover this thing? I'd really just like to have a replacement TV, but I could live with them just honoring the warranty.

Any advice is really appreciated... and thanks for taking the time to read this.

[ken0042]

Looks like some trickery is in order.

Go into the store, and go see your salesman. Go and start talking to him about a report you saw; about how you should have "clean power" for your electronics. He'll be happy to sell you monster stuff. As you are going to write up the sale of ~$500 worth of monster gear (which he stands to make about $75 to $100 on) mention that you lost your receipt for the TV, and you need it for tax reasons. If he stalls, say you want it before you write up all this other stuff.

Then return the Monster stuff the next day.

Edit- for clarity.

[Regulator75]

Originally Posted by ken0042

Looks like some trickery is in order.

Go into the store, and go see your salesman. Go and start talking to him about a report you saw about it how you should have "clean power" for your electronics. He'll be happy to sell you monster stuff. As you are going to write up the sale of ~$500 worth of monster gear (which he stands to make about $75 to $100 on) mention that you lost your receipt for the TV, and you need it for tax reasons. If he stalls, say you want it before you write up all this other stuff.

Then return the Monster stuff the next day.

Great Idea, give it a shot... What do you have to lose?

Yeah that Monster Cable is a huge profit for them, kinda like extended warranties. He will be salivating at the tought of all this commision, brilliant!
Let's hope the "mark" doesn't read the Off Topic Board...

[Eddie Bronze]

Originally Posted by fotze

Do it!!!!

They could help you but they won't do the right thing. I say lie cheat and/or steal to get reparation.

Or at the very least, knock over some in-store displays!

[Grunt]

Originally Posted by ken0042

Looks like some trickery is in order.

Go into the store, and go see your salesman. Go and start talking to him about a report you saw; about how you should have "clean power" for your electronics. He'll be happy to sell you monster stuff. As you are going to write up the sale of ~$500 worth of monster gear (which he stands to make about $75 to $100 on) mention that you lost your receipt for the TV, and you need it for tax reasons. If he stalls, say you want it before you write up all this other stuff.

Then return the Monster stuff the next day.

This does seem like a good idea... worst case scenario, I'm right back where I started. I think I'll go in tomorrow and give this a try...

If in the meantime anyone from Futureshop reads this and wants to just save me the trouble and help me out, that would be hugely appreciated. If not, then I guess I'll see about giving them a taste of how it feels to be screwed over :P.

[return to the red]

I feel for ya man but the whole thing about them not having a copy of your receipt is pur bull sh*t. They asked you for all your personal info when making out the bill correct, Name, address, city, etc.? They should be able to pull up your "history" and reprint the bill. Any sales receipts HAVE to be kept for 3 years. I would honestly contact Future Shop head office or this number1-800-663-2275Write us at:Future Shop
Attention: Privacy Manager
8800 Glenlyon Parkway
Burnaby, BC V5J 5K3

Good Luck

taken from: http://www.futureshop.ca/information...vacypolicy.asp

Information Future Shop Collects from You

When you purchase a Future Shop product or service, you may need to provide us with contact and payment information (such as credit card information) so that we can process your request. Examples where we need contact information include delivery services, product servicing, in-home installations, warranty coverage, and rebate requests. If we collect this information, we will also ask for your consent to use this information to send you promotional information on products and services.

When is My Information Removed?

We keep your information only as long as we need it for the products and services you're using and for a reasonable time thereafter or to meet any legal requirements. We have retention standards that meet these requirements. We destroy your information when it is no longer needed, or we remove your personally identifiable information.
You can also request that we remove your information from our records. Subject to our requirements for continued retention of your information, for example, for billing, audit, or warranty purposes, we will make every reasonable effort to honour your request.

[MacDougalbry]

First, let me say that I think the Monster Cable the scheme for getting the salesperson to fake you a receipt is a really bad idea... can't see it working plus they will probably refuse to have any further dealing with you on the warranty issue.

However, most retailers record the serial numbers of all product sold, so they should have a record of the purchase through that. Even if they don't, the manufacturer will have a record that they sold this product to Future Shop based on the serial number. I have gotten items replaced under warranty without receipts. For example, I had a hard drive I purchased thorugh costco replaced almost 3 years later, and Maxtor knew exactly when the item had been purchased based solely on the serial number printed on the hard drive. Go back to future shop and tell them that you don't understand why they cannot process the warranty as you have had items fixed under warranty at Costco without a receipt and that most major retailers record the serial numbers of major product sold, so what is their problem?

[CaptainCrunch]

First of all, I've had that problem before, and its a bad heat sink in your T.V. one of your chips overheats and shuts down the T.V., so its clearly covered by manufacturers warranty.

Second go and confront your sales person, he's ultimately responsible for making sure that you have the applicable paper work so you can take advantage of the manufacturers warranty.

If he dosen't help, get him to call over the manager and confirm that he sold you the T.V., on what day, and tell them that if you don't get your T.V. replaced because its relatively new, that not only are you going to consult the better business bureau, your lawyer, thier competition, and the press, but your going to make sure that none of your hundreds of friends are going to shop there. Also ask for the names of the regional manager, the product manager for Video, and you also intend to send a letter of complaint to every single member of thier senior management team. Make sure that you do this in a reasonible and calm voice, and don't act angry. If these people refuse to help you, then you need to go to the regional office, which if I remember right is attached to the Macleod trail store and do the same work.

You shouldn't have to use trickery or and other crap to get this resolved, your salesperson screwed up and his job should be on the line, and he should want to move heaven and earth to fix this. However if that sales persons not there anymore it might be tougher.

Oh and make sure that you bring the T.V.s serial number with you, they have to track it in thier POS system.

[ken0042]

Originally Posted by MacDougalbry

First, let me say that I think the Monster Cable the scheme for getting the salesperson to fake you a receipt is a really bad idea... can't see it working plus they will probably refuse to have any further dealing with you on the warranty issue.

Who said anything about faking a receipt? I said to get his salesperson to call up a copy of his original receipt.

[Grunt]

The plot thickens....

BTW I really do appreciate your guys' help on this... I really didn't want to have to turn to trickery to resolve this and it doesn't look like I'm going to have to.

After reading your post, RTTR, I gave the number you listed a call. The first thing I asked them was how long they keep customer information regarding purchases (receipts) on file, and the rep (who was surprisingly competent) told me that she knows for a fact that all stores keep these records for at least 2 years, and that the Futureshop head office keeps this info at least as far back as 2001. She told me that I should go back to the store and if the person at customer service is unhelpful then ask for a manager (although I did ask for a manager earlier who was an idiot).

I am definitely going to ask them to replace the TV on the spot considering how new it is... When I talked to a girl from the store earlier, she told me it would take AT LEAST 4-6 weeks to have the TV sent away and repaired (which I think is completely unacceptable).

If I still can't get help, then I think CaptainCrunch's advice makes the most sense. I'll definitely bring the serial number with me since I know for a fact now that they have this on record and should be able to reproduce a receipt. I will come prepared with my promises of contacting the people you mentioned, CC, just in case it gets ugly.

I'm actually feeling a lot better about this now that I have some ammunition. Thanks a lot guys... I will let you know how it goes!

[Hack&Lube]

Originally Posted by CaptainCrunch

First of all, I've had that problem before, and its a bad heat sink in your T.V. one of your chips overheats and shuts down the T.V., so its clearly covered by manufacturers warranty.

If it's that simple then, even if you completely run out of luck and options with the warranty, then it's a ridiculously simple fix if it's just a heatsink problem and overheating versus permanent damage.

[CaptainCrunch]

It cost me $115 to get a heatsink replace, it would normally cost 50 but I wanted the mondo huge heatsink.

[theJuice]

Can't wait to hear what the outcome of this is.

I'm pulling for ya man!

[newts]

I had lost a receipt for something I had bought at FS in the South, and they had a duplicate receipt in their back room. It took them about 20 minutes to find it, but they did.

Don't let them tell you that they don't have a copy of your receipt, because they do.

[return to the red]

mainly it's all about going over someone's head. I know I get ****ed when people do it to me but if i'm doing my job competently then there shouldn't be any problems.

Glad I could help let us know how it goes

[Eagle Eye]

worked at futureshop in 95 (don't know if they have changed policies), but I had to go look in the back for copies of reciepts many times for people who lost them, and I am sure in this day and age the recipets should be easily duplicated on the computer.

[Alpha_Q]

Last summer my car was stolen and I needed a copy of my car stereo receipt to give to my ins. company for a sytem I had purchased the previous year. I phoned FS and drove over to pick up the receipt. It was a 10 minute drive and it was printing off the computer as I walked in. Talk to someone else at the store you bought the unit from, ask for the manager. Don't try any tricks, those people weren't born yesterday.

[Grunt]

Update:

So I went down to Futureshop at lunch today and talked to their customer service desk. I chatted with a girl there who just like the other people I talked to from her store, advised me that it was no possible to retrieve the receipt.

I let her know that the main Customer Service desk I had called said otherwise, and that I knew for a fact that they kept 2 years worth of records. She then told me that she thought they "only kept 6 months worth of records, but would check" ... I had already told her that I bought my TV 3 months ago, so regardless of whether it was 6 months or 2 years, they should have a record of my purchase.

I got the distinct impression that she didn't really know how to deal with this, or maybe she just hasn't been trained very well with how to retrieve this kind of information.

At one point, I said "I can't be the first person in the history of Futureshop to need a receipt retrieved after paying cash" - to which she replied, "No, but generally customers who purchase big ticket items make sure that they don't lose their receipts." I stayed calm and reminded her that Futureshop didn't give me a receipt to begin with and that I was not at fault. I probably could have called a Manager over, but after a few minutes she told me that she could physically look for the duplicate, and would do her best to track down my receipt.

Of course, she says, this could take anywhere from a few hours to a few days. LOL. After making it clear that a few days was unacceptable, I left the store and am now waiting to hear from her that she has found it.

She has called me a few times asking me various things, and the last I heard she was going to keep looking, and perhaps "refer me to the other store" (ie. get me out of her hair) if she can't find it. I will of course be sure that they do the leg work.

I'm actually surprised that their record keeping could be this bad. In this day and age, she should be able to punch in my name and bring up a list of all of my purchases, cash, credit, debit, or otherwise.

Anyways, I'll keep you guys updated

[Maritime Q-Scout]

I worked at Radio Shack (now the Source) for about 4 years, and finding a reciept was one of the easiest things I could do for a customer.

*IF* you bought the extended warranty it took me 30 seconds at most

however since you didn't in this case, but know the exact date, it'd take me 45 seconds. Put the dates, stock number of the tv's or atleast the series used for TVs, or your name, etc. Print a duplicate copy off and voila.

I'm SHOCKED they have to manually go through everything.

[return to the red]

You know what you should do?

Put the customer service number in your cell phone, go back to the store, have the person on the phone saying it is possible while at the same time having a clerk, manager, etc. saying it's not. Hand the phone over to them and tell them to listen!