ConnectPro Computer Services

[Saoirse]

Hi!

I brought my desktop in on Jan 25 because it had a nasty virus and I was told it would be a basic I think $89 for a reinstall and wipe etc. I opted for the backup and the reps called me every step of the way if it was going to cost more to get my approval before anything was done. They were awesome and all was well in a few days. 

The other day my computer went wacky and I had to bring it back in and I had called ahead to ask about warranties on repairs. The guy said if it's within 30 days then I'm good. So I brought it in and he asked if I needed a backup because they would have to wipe it and reinstall to factory. I said no problem, I have an external drive and saved everything this time. 

So yesterday a rep called to say they will have to wipe and reinstall and just wanted to make SURE I didn't need a backup. I said no problem, go ahead, I have everything I need. No mention of charges, so I'm thinking cool, it's covered, yay.

Last night I get a call from a different rep who told me the computer was all set and they had reinstalled yada yada and then said I would have to pay for the installation of the OS. I was like, "whaaaa? How much is that?" He said, "A hundred bucks." (And I quote.)

So I said well i will be in tomorrow. I am going in to get my puter in about 30 mins when they open and I am going to have to argue with them over this charge because first it's under warranty, second no one told me BEFORE the OS was reinstalled (and I had talked with 2 other guys who told me it'd get reinstalled without mentioning a cost) and third, I have the OS discs and could have brought them over. When my hubby's computer went haywire, that's what he did. They called and let him know what they needed, and he brought his discs. 

I am also feeling this last rep was unprofessional because he sprung a charge on me after the work had been done and the way he said it made it sound like he was pulling it out of his tooshka. Does anyone say, "a hundred bucks" in a pro setting? Usually it would be something like, "$99" or "89.99" or something like that when you're quoting a price. 

So I just want to ask the community at large about this kind of thing. Is this NORMAL? I looked over the contract front and back and there's only a note about a basic labor charge of $59.99 if not covered by warranty and not to exceed that amount and it's waived when you agree to repairs etc. It states clearly that if they don't get approval for extra costs that they won't repair it and the item will be returned to you unrepaired. 

Soooo what's going on? Has anyone had a rep do something like this? It's like holding a computer for ransom. Thoughts?

(I'm going to raise a stink if they try to get me to pay since I wasn't told and I had my discs. Considering the amount of calls I got from other reps, I think this one rep is a bad apple in an otherwise good basket and he's trying to get one over on me!)

[Juice0904]

No warranty out there covers software, at least none offered by Future Shop nor do any manufacturer's warranties. So anything that is software related will come with charges as software problems are not covered.

As for the OS being re-installed, that is normal, but the way this went down according to this side of the story is definitely off. Every time I have had a computer serviced at Future Shop, it's been diagnosed (free of charge with the PSP, normally $59.99) and then if there are any repairs needed that are not covered under warranty, I'd have to pay for those. BUT they would always call and let me know if there were repairs needed that would cost me money so I could decide whether I want to have the repairs done or have the computer recycled.

OS re-installation is standard when something happens to the hard drive (whether it's software or hardware) that causes a reset to be required. That is a service that can be costly, because it takes time to re-install an OS. I'm surprised that no one called you prior to the repairs being done, so I would talk with the store manager, or whoever runs the ConnectPro shop in that Future Shop store and I am sure that something can be worked out in your favour.

JB

[Saoirse]

"No warranty out there covers software, at least none offered by Future Shop nor do any manufacturer's warranties.  So anything that is software related will come with charges as software problems are not covered."

OK, I didn't know this and the wording in the agreement was a little confusing because when it mentioned software, it was under the heading of "back ups". I don't have my computer serviced much if at all (in over ten years of owning various desktops/laptops). I usually would reinstall everything myself, but this particular one wouldn't even let me into safe mode so I thought it might be a hardware issue.

This is what happened this morning when I went over. I told the people there about it and how they had not called beforehand to get my approval on the $100 charge, and they got a manager. This guy was a piece of work because he started telling me that no software is ever covered and I was "pretending not to know this". He basically accused me of playing dumb (sorry but I'm the real deal ROFL -- I didn't actually know the reinstall wouldn't be covered because no one told me that and my first experience with FS had them telling me right up front.)

He was adamant about it and I was saying that no one who had called or spoken to me had mentioned the charge. I said at least give me the opportunity to decide before doing the work. He went on and on about the techs spending 3 hours restoring the OS etc. and kept going on about how I was pretending and how it is "obvious" that software isn't covered and so on. I said if I had the discs I could bring them in and he said that made no difference, that you would pay the same either way (true or not? I don't know!)

He asked what I wanted and I said well here in the contract and he said "what contract?" and said the agreement on the thing I signed was not a contract (is it? is there a difference between a service agreement and a contract?). I kept reading the part on the back which states that if they can't get my approval for anything over the estimate (which was zero when I dropped it off since no price was mentioned) they would return the computer UNREPAIRED. I read this to him twice and asked him about where on the contract it said that reinstalling the OS wasn't covered. This was also within the window for their service warranty so I was under the impression that reinstalling was covered under that (yes? maybe?). Otherwise I would have known I'd have to pay for the basic troubleshooting.

What really got me was his accusing me of pretending not to know about this and also he told me that he could give it to me for the 59.99 but I COULDN'T BRING MY COMPUTERS BACK FOR SERVICE THERE ANYMORE and if I have a problem I can fix it myself (caps intentional.) That's crazy to me, to say that your business is not wanted at Future Shop over something like that.

All in all, I assume there will be a charge but if it's under a service warranty and I'm bringing it back a second time then I assume the OS reinstall will be covered. If no estimate is given then I assume that it's free. If they tell me TWICE they need to reinstall the OS and neither time any cost is mentioned, I assume it's free.

He finally went in back and made some calls and came back and told me I was right and apologized to me a few times and said I could take it and that was that.

I'm certainly not trying to cheat anyone out of a service fee, I just want to approve the fee before the repair is done, as it states in the agreement that I signed when I dropped it off. bear in mind that last month when I first brought this computer over they DID quote a fee to me for wiping/reinstalling which I agreed to, and they called me about backups a few times and quoted prices then and I did spend about $300 bucks on it.

The manager's attitude was just really insulting and I will not be bringing my computer back to FutureShop. I will take it to FS's huge competitor (even though it's much further away and not as convenient) if it's needed or just do it myself. If they don't want my business, then I'll give them their wish.

[Juice0904]

Your best bet in this case is to talk with customer service.

1-800-663-2275 | service@futureshop.com

JB

[JS]

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.

[Saoirse]

Thank you, JS.