Off Topic / Feedback

[Montreal_dix30]

Hi,

I am posting here because I filled a complaint last saturday for customer service and did not receive

any answer yet.

Last august I took my MacBook for reparation under prolonged warranty. I got it back mid September and the screen has been replaced.

I came back from vacation earlier October and while I was downloading my pics the fan made a huge noise and it had extreme heat before it shuts down.

I took it back and last Friday  got a call that they can't repair because of liquid damage. I AM 100% SURE my mac did not touch water. I went to see the pics they took and on the fan they say there is “liquide collante” or as the litteral translation says a liquid that sticks.  The last time someone opened the seal to repair was back in september by their technician. Assuming that the liquid entered via the keyboard logically it would stick there and not inside the fan.

I went to the store and talked with the manager, he did not take my claim seriously and when I said :”Sir I have bought all my home and PC stuff from future shop in the past 3 year, this is maybe my lesson to buy from (competitor)” he answered: “ we learn lessons in life”.

He suggested that I take my PC to apple store and ask them to repair and Future shop reimburses me but in fact I have two issues here:

a-     I have my insurance with future shop, why would I go to apple (btw I bought the PC in december 2009?

b-     I start having doubts about what was done in the previous reparation (back in September) and maybe the “liquid that sticks” has inadvertently entered in their lab during their last reparation.

My other problem: my complaint is against the manager and apparently all the complaints that I put in customer service goes through the manager.

Any hint what to do in this case?

Thanks

[Montreal_dix30]

Please let me know ASAP since I am without a computer since october 6th !

[Drax86]

Not much can be done here. Customer service issues need to be directed to Customer service

[Fandy]

Hello Montreal_dix30

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. If your issue involves an in-store experience, please be sure to supply the location and address of the store when you are contacted.


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

Regards,

[Montreal_dix30]

I absolutely know it is not the place and it should go through the customer service. But I think customer service forwarded my complaint against the manager (and he is the main subject in the complain) so just wanted to reiterate my complaint somewhere.

Thank you both for your quick reply and for forwarding the message, you are restoring my faith in future shop   

Let's wait and hope this time my complaint falls in the right hands.

Thanks,

Al

[Montreal_dix30]

It's Friday and I haven't received any answer yet!

Anyone knows what is the delay for a customer support answer?

[greenman42]

never or a couple months....... terrible service

[ElizabethS]

Hi Montreal_dix30

We will escalate this interally for you.  Greenman42, do you have a specific issue?

[greenman42]

Yes. I have a blackberry torch with the PEP (2 years, $12.99 + TAX) plan bought from futureshop and the touch screen started messing up, so I brought it in to get it "exchanged". I was told it can be exchanged right away and is a very quick process from the sales guy almost 2 years ago. Not only were the employees rude, I tried to switch it 2 times, and I had to wait for 1 hour each time. The "cell phone expert" looked at my phone and i showed him the touch screen didn't work properly and he agreed. He then took my phone and reset it without asking me, and told me to go to the customer service desk and ask the lady to get a note/paperwork. I waited for 30 mins while some lady was typing on the computer/editing the paperwork perhaps? She said my plan had ended 1 week ago and I cannot do anything about it. I asked to speak to the manager and he was no help at all. At the end I said I was a unhappy futureshop customer and he replied with "Thank you" and "You're Welcome". HUGE SCAM and waste of money... I will not be shopping at a future shop in the future anytime soon.  

[Montreal_dix30]

Thank you for escalating my request. I will wait for an answer!