Cell Phones

[Rhombus · Accepted solution]

Hi x942,

Thank you for your post to the Future Shop Community Forum. We appreciate your feedback and value your opinions.

We have forwarded your concern to our Customer Service department and they will be contacting you directly via email in regards to your concerns.

Please note that the Forum is not intended for customer service issues.

For future reference, if you have any concerns about your in-store or online customer experience at Future Shop, please contact our customer service department via email at service@futureshop.com or by phone 1-800-663-2275 so that we may address your concerns.

[x942]

Thank you. I must say the forum staff is great and fast responses are much appreciated. Thanks for the help

[markis7276]

I just bought a brand new iPhone 4S last night. Have problem with static and crackling noise in the headset when the phone is making calls. Future Shop insists that because I didn`t purchase their own service plan, I have to deal directly with Apple for replacement. If I had bought the phone through a Telus store, I could get an equipment swap in-store under 14 days. With Future Shop however, I have to send away my less than one-day old phone for replacement under Apple service plan. My very last purchase from Future Shop

[Synergie]

I am going through the same thing though I am beyond 14 days.... My iPhone 4s is malfunctioning, and doing random reboots and kernel panics, and I DID purchase Future Shop's Product Exchange Plan (extended warranty) paying over 300.00 for the 2 year plan.  I have proof on my iphone in the diagnostic and usage data that prooves the phone is experiencing kernel panics due to 'IOUSB' issues, and they would not exhange my phone saying that they have to witness the random reboots in person.  SInce it is happening only once every day or so, I woud have to stay at the store ALL day while they dedicated one person to watch the phone all day for it to happen.  (because if they looked away to help another customer and it just happened to do it while nobody was watching my phone, it would not count!!! They TOLD me this!!!) and also the diagnostic data on the phone, which PROVES that something hardware is going on, is not good enough for them to exhange the phone!  So I am stuck with a lemon iPhone 4s, and a worthless 300.00 product exhange plan!  

Future Shop is really not trying to keep their customers here with regards to iphones!!!

[x942]

Do what i did. Print off the "return policy" page. Go in and tell them their site says it's covered and show them the page. Also make sure to take any names from Staff and managers if they still refuse. They are violating Futureshop's policy so if enough people complain about these staff members maybe they can be talked to. I think this is a misunderstanding somewhere down the line. But as FS Head offices say its 14 days so it is 14 days. I have celled multiple stores in BC and all but 2 (The one in my town and the one in a neighboring town) say its 14 days even for the iphone. So either these staff are misinformed or trying to prevent returns to make them selves look better either way I hope this is stopped.

[ElizabethS]

As this is a customer service issue, which has been addressed with the users concerned, and as this forum is not for discussion of this type of problem, this thread will now be locked.

[Laura]

Hi everyone,

I've sent you all a private message asking for some more details so I can pass this along to the cell team here at head office.  Please check your inboxes!

Cheers,