Problems with returning TV to Futureshop

[jroc]

Originally Posted by fotze

You don't see something wrong with that type of business tactic. Sell you product then charge extra to the person to safeguard them against that product being complete ****. IT's like buying a plane ticket then being charged an optional fee that may or may not help the plane to NOT crash.

How about carrying a good product that you are confident in selling instead of playing this shady game of warrantee roulette. It may be legal, but it is scummy.

That being said when he said insignia in the first post I cringed. Is that like Prisma?

No i dont see anything wrong with selling extended warranty. Its just a little extra reinsurance for the customer, and i really dont see why your so outraged about it. Even the best brands like samsung, sony or bose have their flaws and their defects. Do you have insurance on your car? and if it wasnt the law im sure you still would.

I dont see whats so outragous about having a little extra insurance and knowing that your product will work properly for the next X amount of years.

Im not brainwashed or anything like that... i wouldnt buy extended warranty on even half the things in my store... but there is definatley a handful of items that i sure would

[I_H8_Crawford]

Originally Posted by fotze

How about carrying a good product that you are confident in selling instead of playing this shady game of warrantee roulette. It may be legal, but it is scummy.

Good idea, but out of the general population, how many are willing to spend $3000 + on a Sony or Samsung TV? If that was all the retailer carried, it would go out of business, or there would be people bitching about the fact that it's "too expensive" to shop there, and that you can get another LCD or DLP or Plasma TV elsewhere for half the price - sure it's not a Sony, but its cheaper!

As for extended warranties - even with cars, BMWs and Mercedes break down, even after the original maufacturers warranty has expired. If people want to buy that extra insurance then all the power to them. Buying at a place like Future Shop or Best Buy, guaranteed you are getting a presentation about the benefits of their warranties, and if you choose to decline, then you have to wait, as manufacturers care even less about fixing your stuff than the retailers do. Me personally, if I'm dropping $3000 on a TV, I'm more than willing to spend an extra $500 to make sure it is going to work for me for the next 5 years. If you choose not to do that, and your TV breaks in 6 months or 1.5 years, I don't see why you'd blame the retailer, instead you should blame the manufacturer and boycott them.

[brucebeh]

Originally Posted by fotze

I'm not outraged if that is the way it came across. Car insurance is for if I do something stupid, not if the car just all of a sudden dies.

I think the problem is that even if you do buy that extended warantee, THEY STILL try and dick you around, blame you for breaking it and all that.

I just think it is all just an uneccessary game to try and pry a few extra bucks from the pocket.

Maybe some retailers should try and do something different once in a while. Imagine if futureshop started a new campaign where they embrace the customer before and AFTER they buy the product. Wow crazy concept I know.

actually, i heard different (and experienced) for futureshop.

when i bought the extended warranty for a cell phone i got, i was told, that it covers accidental damage (except water damage i believe), so even if I accidentally dropped my phone on the ground, and it broke, they will give me a brand new phone over the counter. the guy said, as long as the phone is in one piece, they will give me a new one. he even joked about as long as you're not running a car over the phone, it'll be fine

Anyway, so 1 day the phone stopped working, i brought it into futureshop, well, they didnt have the model anymore, it was discountinued so they replaced OVER THE COUNTER a brand new better phone with color screen (this was a few years ago). I was extremely happy with the warranty i bought (it was only $20).

So from now on, when i buy items at futureshop (except computers) i actually BUY their extended warranty, it is actually useful when you think of it. say you got an xbox 360, you bought the extended warranty, and it falls off the shelf by accident (dont ask me how), they WILL replace your xbox and give you a brand new one. Someone tell me how that isnt good for us as customers.

[gottabekd]

Originally Posted by brucebeh

say you got an xbox 360, you bought the extended warranty, and it falls off the shelf by accident (dont ask me how), they WILL replace your xbox and give you a brand new one. Someone tell me how that isnt good for us as customers.

Well if you are careful with your goods, you shouldn't have to worry about it falling off the shelf, and won't have to pay the $30 or whatever the warranty would be.

Of course, if you aren't so careful, by all means go for it. It might be a better deal for you.

[Antithesis]

Originally Posted by jroc

Do you have insurance on your car? and if it wasnt the law im sure you still would.

Your logic is a bit flawed there ... people have insurance on their cars to protect them from liabilities due to accidents, not from wear and tear.

I tend to shy away from FS because I don't like the high-pressure sales and people up your butt the minute you walk in the store.

[Bobblehead]

I've had a few service related issues with Future Shop. So I will shop there, but only if I already know secifically what I want and I can't get it at a smaller retailer for a similar price.

Once, I want and bought a piece of software and asked for their 110% price match. The person at the till looked up the price to match to, but refused to give the extra 10%. After arguing a few minutes, I paid, then walked straight to the customer service counter, spoke to the person there, and they left and came back with the additional discount. This was also at the NE Future Shop.

[monkeyman]

Originally Posted by jroc

as for your purchase... if i can give all you guys one tip about purchasing product at futureshop, if your cheap enough to buy insignia, dont be too cheap to buy warranty on it... insignia is CRAP!!! seems like it always breaks down.

Man, am I the only one who finds this remark totally offensive? This is so the typical remark that we all relate to Sleazy Salesman. You might as well be telling us that if were so stupid as to buy from the future shop and it’s sleazy sales practices we get what we deserve. Well thanks for the heads up! I too have brought things back to the future shop for warranty repair, I’m sure they only ask for the receipt hoping people won’t have it, minimizing their liability. Sleazy, Sleazy, Sleazy!

[Incinerator]

Originally Posted by fotze

You don't see something wrong with that type of business tactic. Sell you product then charge extra to the person to safeguard them against that product being complete ****. IT's like buying a plane ticket then being charged an optional fee that may or may not help the plane to NOT crash.

How about carrying a good product that you are confident in selling instead of playing this shady game of warrantee roulette. It may be legal, but it is scummy.

That being said when he said insignia in the first post I cringed. Is that like Prisma?

I'm sorry muffin but that's how capitalism works. The onus is on the CONSUMER to be educated about what he/she is buying, don't want to deal with potential issues? Don't buy crap like Insignia, or if you still want to buy it, get the scam warranty. You get what you paid for.

I feel for Grunt and the way he got dic'd around for the receipt, there is no excuse for FutureShop to jerk him around like that for a duplicate copy that could've been printed off in 30 seconds.

That said, I also feel that he should just take this as a lesson learned instead of asking for an exchange/refund because this whole mess is partially his own fault for a) not requesting the receipt right away at the time of purchase, b) not buying a big ticket item with a credit card, which offers reasonable protection against this kind of stuff happening, and c) buying an Insignia without researching and finding out that it is crap (or knowing that it is crap but still cheaped out on the FutureShop warranty). These guys can't even write an owners manual in proper English, what makes you think their manufacturer warranty will be any good? I hope you get your TV fixed in 3 weeks but honestly, knock on wood that you'll get it back and if you do hope it doesn't crap out in 3 months again.

If you want good customer service and good exchange policy, pay the $50 and join Costco. Again, I feel for you with this whole reciept ordeal, but you get what you paid for. It is the essense of capitalism.

[Incinerator]

Originally Posted by fotze

I think the problem is that even if you do buy that extended warantee, THEY STILL try and dick you around, blame you for breaking it and all that.

I bought a handsfree headset for my ancient Nokia phone 5 years ago from RadioShack, the headset was $40 and the guy offered me extended warranty for $10 extra, it covered everything as long as I still have the headset. I had on different occasions left the cord caught in the car door while getting in & out of my car (cord was very long) and exchanged it for brand new ones no problem, I think I went through about 6 of these things during those 3 years the warranty was valid. They never asked any questions nor did I have to fill out anything. Didn't even need the receipt as they just looked up my phone number. Best $10 I ever spent.

[ken0042]

Originally Posted by monkeyman

Man, am I the only one who finds this remark totally offensive? This is so the typical remark that we all relate to Sleazy Salesman.

While the tone may have been a little harsh, I agree with what was said. The only time I buy cheap electronics is when they are truely disposable; like the $15 B&W TV I bought.

If you buy a $1000 TV when a comperable brand name sells for 2-3 times as much money; you are somewhat naive to think that it is as good as the brand name.

When I used to sell electronics I would tend to steer people away from those types of brands (mostly because I wanted to have repeat customers.) The only time I felt good selling somebody one of those were people who worked in the oil patch; and the biggest problem they faced was the risk of the item getting stolen within 3 months.

[Grunt]

Originally Posted by Incinerator

That said, I also feel that he should just take this as a lesson learned instead of asking for an exchange/refund because this whole mess is partially his own fault for a) not requesting the receipt right away at the time of purchase, b) not buying a big ticket item with a credit card, which offers reasonable protection against this kind of stuff happening, and c) buying an Insignia without researching and finding out that it is crap (or knowing that it is crap but still cheaped out on the FutureShop warranty).

I actually agree with you (somewhat) ...

a) You're right, I should have requested a receipt right away. However, I honestly did not think that it would be this big of a hassle. Perhaps I'm a bit naive, but I figured that it would be no problem for Futureshop to reprint my receipt if I happened to have a problem within the first year.

b) Again, you're right. I honestly NEVER buy in cash, but in this instance I did... and only because it came out of my poker winnings. In the future I obviously will cover my ass and pay with a CC.

c) Actually, I did do research. I was looking for a low-end 26ish inch LCD TV, and from all the reviews I read, Insignia seemed like a solid choice. It obviously isn't top of the line, but that's why it was only $850. Do I expect this thing to last 10 years? No... however I did expect it to last the year! That's why I have the manufacturers warranty. And why would I get a warranty that was $150 when my TV is only $850? Total scam. Yes, you get what you pay for, but I think it's pretty silly for anyone to say that I should have bought the extended warranty if I was going to "cheap out" on the TV.

I knew what I was getting into by buying a lower-end television, and I am fully prepared to pay for any repairs that are needed past the 1 year warranty. My issue here isn't that my TV broke, my issue is with the customer service provided by Futureshop. I had at least 4 people tell me that they couldn't help me when they obviously could... this is **** poor customer service. Futureshop should be looking out for ALL of their customers, not just the ones that bought their ripoff extended warranty.

And as someone else said - the reason I didn't immediately take this as "lesson learned" is because I got diked around so much. I didn't expect a replacement TV or a refund because my TV broke, I expected it because the quality of service I received was crap, and any company with an ounce of customer service would have tried to do something to keep me as a customer in the future. FS obviously doesn't care about this, and hence, I will never shop there again.

[newts]

Extended warranties are nothing but a revenue driver for these big companies.

The reality, is that Futureshop could go back to any of their suppliers with any broken television regardless of how old the TV is, and get their cost of goods reimbursed. There's too much risk on the supplier side to say they won't take it back, for fear of punishment from FS/BB, or any other big box retailer. They'd never tell you this, though.

Therefore, I'd bet in most cases the extended warranty goes right to FS's bottom line, and the suppliers take the hit for any damaged goods.

[ken0042]

Originally Posted by Grunt

Yes, you get what you pay for, but I think it's pretty silly for anyone to say that I should have bought the extended warranty if I was going to "cheap out" on the TV.

I suppose the only reason why I personally said that was that you were insisting that they replace the TV rather than repairing it. Yes, you got royally shafted by FS in regards to the receipt thing.

Originally Posted by newts

Extended warranties are nothing but a revenue driver for these big companies.

The reality, is that Futureshop could go back to any of their suppliers with any broken television regardless of how old the TV is, and get their cost of goods reimbursed. There's too much risk on the supplier side to say they won't take it back, for fear of punishment from FS/BB, or any other big box retailer. They'd never tell you this, though.

I will agree that for the most part the warranties are there to generate revenue for the company; but I know I've used them on occasion to get new stuff. It's like saying that playing the lottery is only a waste of money; it is except for the people who ended up winning. I won't begin to speculate on the relative odds of each.

As for your second point, do you have any first hand info to back that up, or are you making an assumption? I know when I used to work in a large store as a normal Canadian retailer we didn't have that kind of pull with multi national companies.

[mykalberta]

I do feel for you, I never shop at FS with the exception of the odd DVD and comptuer/360 game.

I dont understand why you believe you are entitled to a full refund or replacement?

You purchased a TV with no warranty. After 3-4 months it broke. Its under 1 year so still covered under manu warranty, I understand why you are upset with all the rigamarole they put you through, but there is no way you are entitled to anything more.

As per the paying by cash, I understand from their point of view why they should have to keep a copy of the reciept, you paid cash - you at that time got a reciept (if not then how did the FS North know who to give the TV too?).

I understand the frustration, but I dont know why everyone on the board thinks FS has the responsibility to keep a copy of your reciept if you didnt purchase extra warrany (logic would say that they need to keep a copy for tax purposes (maybe not with your name on it but).

This thread reminds me of the scammers at RFD who purposefully try to scam companies - now the reason Staples doesnt have their once generous Price Match policy.

MYK

[Grunt]

Originally Posted by mykalberta

I dont understand why you believe you are entitled to a full refund or replacement?

Entitled is probably the wrong word. I don't feel like they owe me a new TV because my TV broke - I feel that they should do -something- to turn a bad situation into a good one. I honestly don't think that replaceing my $850 TV (that they probably won't lose a penny on by sending it back to the manufacturer after 3 months) is that big of a deal for Futureshop to keep a customer happy after screwing them around. If anything, by complaining (after I got the receipt) I gave Futureshop a chance to save some business... an opportunity they didn't grab.

I am 24 years old - right in the age demographic they are marketing for, meaning me as a happy customer would probably spend $1000's there over the next 10 years. Me as an unhappy customer will spend $0 there over the next 10 years.

Originally Posted by mykalberta

As per the paying by cash, I understand from their point of view why they should have to keep a copy of the reciept, you paid cash - you at that time got a reciept (if not then how did the FS North know who to give the TV too?)

Yes, I received a receipt from the NE store. It was attached to my layaway. I then gave the layaway to the rep at the NW store who took it, gave me my TV and told me he would take care of the rest. Yes it's my fault for not going back to get a receipt once I discovered I didn't have it, but as I said before I really didn't think this would be a problem.

I obviously won't make this mistake again... nor will I make the mistake of giving a company with this low of customer service my business.

[GrrlGoalie33]

Most extended warranties are a total scam, because they don't kick in until the Manufacturers warranty had expired. As a result, purchasing the extended warranty wouldn't have made any difference after only three months. Most places, including FS/BB/Staples will not disclose this to you before purchasing the warranty.

I know this from first hand experience, and now triple-check how the extended warranty works before actually paying for it.

[jroc]

Originally Posted by monkeyman

Man, am I the only one who finds this remark totally offensive? This is so the typical remark that we all relate to Sleazy Salesman. You might as well be telling us that if were so stupid as to buy from the future shop and it’s sleazy sales practices we get what we deserve. Well thanks for the heads up! I too have brought things back to the future shop for warranty repair, I’m sure they only ask for the receipt hoping people won’t have it, minimizing their liability. Sleazy, Sleazy, Sleazy!

so now im sleazy?? I make a completely honest statement and that makes me sleazy... Isignia is crap, a bunch of other people in this thread mentioned the same thing, i dont see you calling them sleazy.

Personally i straight up tell my customers to stay away from this brand, it always seems to come back as defective, I like having happy customers and i want them to be happy with their product... If the customers happy they will be returning, its common sense.

Dont you think it would be more sleazy to tell everyone that brands like insignia are the best thing ever, and then they go home and have nothig but issues with it??

[Grunt]

An update for those who are interested:

The last time I had talked to Futureshop, the general manager of the store told me that my TV would be ready in 3 weeks.

Me: "But I don't want to wait 1.5 - 2 months for my TV"
Gary (GM): "It won't be 1.5 months, it will be 3 weeks... in fact it might only be 2 weeks".

Fastforward to today... it's now been over 5 weeks. After 3 weeks had past, I decided to give Futureshop a bit of leeway, and a bit more time. I lost the ****ed off feeling I had previously and decided to be nice.

However, now that it's been about 5 and a half weeks (almost 1.5 months), I decided to give Futureshop a call.

The girl at the front desk advised me that on last update, the were still waiting on parts. In fact, they didn't even begin working on it until almost 3 weeks after I sent it away.

So I asked to talk to Gary (GM) again. He was in a meeting, but called me later in the day.

Of course, Gary isn't nearly as helpful this time, and effectively tells me that this whole thing is my fault and that Futureshop has already gone above and beyond to help me. What a load. I told him that at 24 years old, I'm likely to spend 10's of thousands of dollars on electronics over the next 10 years. My TV was worth $850. Was screwing me around on this relatively low priced item (for FS) really worth losing my business.

He skirted this question and kept asking me what it is I wanted him to do. I told him that I just wanted him to try and keep me as a customer. He couldn't think of anything... I suggested an in store credit, or a new TV, which he immediately scoffed at.

Finally, after he was obviously sick of dealing with me, he offered a replacement TV until my TV gets back. I can have any TV I want that is within a certain dollar amount from my TV. Of course, I have to charge this TV to my credit card, which they'll refund later.

I considered the offer for a moment, and asked him what would happen if it took another month for my TV to be fixed and I was charged interest.

"Oh, we'll deal with that if the time comes," he says.

After all the crap I've been through with this company, I honestly can't trust that I'll get all my money back. So I basically declined his offer, and said that if he can't do better then FS can forget my service. He said there was nothing he could do, and I ended the call.

So, I guess now I'll write a letter to the company, wait for my TV to get back and then just be done with FS. Hopefully someone else learned something from this whole ordeal (I certainly did), and stays far, far away from FS when it comes to more expensive items.

[jolinar of malkshor]

I feel for you buddy. I have had many dealings with these electronic companies. I have to say it all depends on what store you deal with and who is managing it. Some times I get excellent service other time exactly like yours. What you need to do in the future is document everything that is said, when and where. And then at the end of it all if the screwed you around write a letter to head office.

I am almost at the point of recording these sales people and managers when they start telling me all this BS and throwing out the promises.

Its sad it has come down to this.

[ken0042]

Originally Posted by Grunt

Of course, I have to charge this TV to my credit card, which they'll refund later.

About that............ don't!

I got burned by that once at age 19. A $500 lesson I hope you don't have to learn the way I did. Your agreement with Visa is to pay for purchases. If for any reason FS decides not to refund you for this second TV, you are SOL.

Time for legal action. I'm no lawyer, but if you call one a lot of them will give you a few minutes of their time for free. But if I recall from the last time I had to do it the first step was a demand letter. At this point I would be demanding a full refund. Send it to them by registered mail.

You might want to talk to one of the local TV's consumer watchdogs. Leah Williams-Doherty always answered my emails on the two occasions I contacted her.