Computers & Laptops

[barqers]

I recently purchased an HP laptop with a 2 year extended warranty and after a couple weeks I decided to actually read the extended warranty "Fine Print". Now the sales rep at the store said that if the laptop was damaged within 2 years of purchase I would get a replacement laptop.

But upon reading my extended warranty I see that there's this "No Lemon" thing, that says it has to fail 3 times and the fourth time will finally get me a replacement laptop? It also seems as though the laptop battery is NOT included in this extended warranty, so if the battery starts failing anytime within 2 years, I'm basically not covered for that at all.

So I was wondering, what is the point in this laptop warranty if it covers pretty much nothing and costs almost as much as the laptop itself? If I can't even get a battery replacement in 2 years then either 1) futureshop's extended warranty is a HUGE scam and I'd make sure friends & family know it, or 2) I should purchase elsewhere like (competitor) because at least they have a replacement no questions asked sort of deal, not a 3 times then 4th is a charm...

Correct me if I'm wrong but I feel like I've wasted about $140 and that the sales rep was lying to me, which is very unprofessional of him...

[Credible_Chris]

That is why it's a good idea to read the fine print before siging on to this service.  I personally would not buy an extended warranty because there is an awful lot of stuff that isn't covered - and the battery is definitely one of them.  Its considered an item that degrades over time, and in 2 years most laptop batteries have reduced capacity.

While I agree that sometimes sales reps can distort the warranty to seem like a gold-plated insurance policy, sales reps simply can't recite every nuance of the fine print to you on the show floor.

[barqers]

True true. But the sales rep said that the warranty would cover any sort of physical damage and would replace it no matter what within 2 years, where as the fine print clearly says misuse would void warranty, and it needs to be "checked" 3 times at least before it can be replaced.

It's not the laptop I'm worried about really, cause I'm cautious, but the battery is basically what I thought would be covered at the very least. Oh well..

[Krypto]

If the battery fails due to a hardware related problem (i.e. the battery is faulty), it may still be replaced.  But the problem might be showing that it's faulty.

Unfortunately though, as with everything, sales associates are human and in some cases, they make honest mistakes in explaining things like the extended warranties.  If you feel up to it, feel free to stop in store and speak with the computer department manager.  It's possible that sales associate may need additional training on the subject of the extended warranty.  I know no one likes to be called out on these issues (or to call others out), but at the end of the day, ensuring that the employees are properly trained will help both Future Shop and their customers. 

[Robby_J]

It seems like the Product Service Plan was mis-represented. It won't cover physical damage. I was happy I bought it on my laptop when the motherboard died. That repair would have cost me 3x as much as the Product Service Plan. It's a good service that cover alot of hardware issues, issues which cost $$$ to deal with otherwise.

I recommend going back to the store where you made the purchase and ask to speak with a manager. Let he/she know how you were sold the Product Service Plan. They'll be able to figure out who your sales person was and it could be an opportunity to train that sales person in the proper way of selling that service.

[JS]

Hi barqers,

We are really sorry to hear about your issue with the PSP.

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.

[Tanarus]

Here's a picture that was taken August 13, 2010. We all joke about Murphy's Law, and we all hope our computers will work perfectly without a hitch forever, but the point is, stuff like this happens, and that's why customers buy the service plan.

Three days out of the manufacturer's warranty, the laptop needs a new hard drive. Considering the price of a replacement hard drive, installation, and Windows installation (which is often necessary), the service plan has nearly already paid for itself -- and the customer is still covered for any more issues they may have over the next two years.

[emma22]

Extended warranties from Future shop are a total waste of money, they never honour the warranty and one has to fight to get anything fixed on it.

The sales staff use heavy sales tactics to get customers to purchase the warranties so I think they get extra commission for sucking in customers.

Keep your money in your pocket, or get the manufacturers warranty, usually much cheaper.

[JS]

We welcome your feedback but do want to remind you that the Forum is not intended for discussion of customer service related issues.

Please note that the initial post has been directed to our Customer Service department and the user was contacted in order to address his/her concerns, as expressed in their post. We have consequently locked this thread.

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.