Monday, October 31, 2011

Office Depot equals major customer service fail!

In January of 2010 I needed a new computer. I shopped at Office Depot and Best Buy comparing the different laptops along with their extended warranties. I visited with several employees at both stores. I asked specifically at both stores what the process would be if I had computer issues. At both stores, I was told I would bring it to them. Because Office depot had the same laptop with a larger battery for the same price, I went with Office Depot. I purchased the longest and best extended warranty. I was told that it would cover physical damage as well as other things. I was also told it did not cover anything related to a virus.

At the end of 2010, my adapter went out. I called the tech number. I was informed that since my computer was still under warranty by HP, the tech people could not help me. I had to talk to HP. I called HP. It was going to take several days to get an adapter, so I had to go in and purchase one for 90.00. Yep, after spending over 200 on an extended warranty that covered adapter replacement, I had to spend 90 more dollars. I am really turning into a fan of the extended warranty at Office Depot.

A few weeks ago, I started having trouble with my laptop. It would not stay logged into the internet. I called the tech department. They are so clever, they told me to reset the modem- something I was having to do every few minutes. It had to be my computer since both  JA and the television were accessing the internet just fine. They refused to do anything - just told me to keep resetting the modem. Yep. I am a fan of Office Depot's Tech.

3 weeks ago, I started getting a message that my laptop did not have windows installed correctly. I took the laptop to Office Depot. They tried to run their scans on it. No luck. Said it must be a bad virus and it would be a minimum of 160.00 to have them redo. I thanked them but said no thank you. Mcafee is cheaper. I went home and worked with McAfee and a representative from Microsoft. I was told there was nothing they could do for me. I took it to a local tech. He said it was no virus, but it did have something to do with Windows. Fine. I got that fixed.

Today, more trouble. My hard drive went out. I know it was my fault. I set it down and my hand was shaky and it slipped. It was sitting vertical and fell onto the floor. My mistake, but it is covered under my warranty. Yep, it is,  but I have to send it in. It will take a minimum of two weeks! What about the fix it in the store that I was promised. They don't do anything with hardware- only software. So, in fact they lied to me the day I bought the computer. I should have bought the one at best buy.

I called the support number for my paid protection plan. 2 weeks is what they tell me.

I called Office Depot Customer Care - told my complaints- too bad nothing they can do. I asked for a supervisor. Too bad, they are busy but they will tell me the same thing.

So, I have come to realize that Office Depot really doesn't need a customer care department as they really don't care about their customers.

it is really sad to me when large companies hold all the power over you. I would have been better off not purchasing the extended warranty. It was a waste of money.

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