Randy Charles Morin blogs for the sake of blogging.
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Did ya know, there's a Future Shop Sucks Blog?
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Randy Charles Morin blogs for the sake of blogging.
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Did ya know, there's a Future Shop Sucks Blog?
lol......
So basically, my words to everyone out there... these businesses will remain in business because so many shop there. It would be nice to boycott them, and have some real impact, but we all know that won't happen. But please, please, please please... DO NOT BUY THEIR EXTENDED WARRANTIES!!! These are crap. They are lies, they are scams of the worst kind, because they are sold by large corporations! Why they are legal, I don't know, but they are. I called the governing arm for retail services, and their hands are tied because not enough people complain about these issues.
PLEASE... lodge a complaint with your government representative. Get these companies to stop selling these warranties. They are money grabs, and when it comes down to it, basically everything is exempt. Nothing is covered, and as you can see from what I wrote, there isn't anything on God's green earth that would be covered under this warranty. I was lied to, and I did not read the fine print. Some of you might argue, "buyer beware!". But the bottom line is this. We have all been in this situation. We buy the product, and then the sales people begin harrassing us to buy the extended warranty. They come up with all of these scenarios why we should buy it. Then, we ask them questions, and guess what... I don't expect that they will lie to me... outright! I asked specifically about the screen. I was not vague, I was clear, and I was told it was covered. It wasn't. now, I'm out $400 for the extended warranty... PLUS $700 to fix the screen. I'm out $1100 to fix a screen on a laptop! I'm going to pick up my laptop now, finally fixed... 4 months later! I'm so angry about this, and it isn't right. It is unfair, it should be illegal, it is a scam, and the general public are not aware of how these extended warranties are worded. This is propogated and supported by all companies, not just futureshop. These warranties should be cleaned up, and those who sell them based upon misleading their customer's should be charged. If this happened outside of a corporate environment, believe that it would be a chargeable offense, and the individual, or business would be fined, and the individual, depending upon how much money he/she had swindled from her client, would be put in jail for fraud, or running a scam. This is the same. Futureshop, bestbuy, staples, all of them, have swindled, lied, and stolen money from all of us, to the tune of millions. We need to wise up, stop this, and complain to our goverment officials to pass legislation to control it, and to charge those companies. Please, together, we can make a difference. I've already called my government, and filed my complaint.
Bought a laptop recently and it was such an unfortunate experience for me. The salesperson in one of the stores wasn't giving me the complete information on how to get the discount they were offering...I dont think their sales people are knowledgeable enough, no training whatsoever, customer service is so bad!!!...all they want is to sell the product, no matter what...As it is now very difficult to deal with the situation, i just told future shop to forget it I as I dont have time to deal with this mess, but one thing is for sure...I AM NOT BUYING FROM THEM ANYMORE...
For those that are hating on Future Shop, you haven't worked in the retail enviormnent...like what the hell is your problem, if you dont wanna shop there then dont, as an employee, and a sales manager in training, i know exactly how things work and customer service is something we look at everyday!! Our guys there are very knowledgable and maybe they might not know eveything in the world but who the heck does. Theres always these unique questions that pop up sure they might not know but guranteed they will try there best to find out for you. As for the service plan...you guys are retarded thinking that it's a skam. How the hell is it a skam?! We are giving you the oppurtunity to protect yourself from having to spend more money in the long term in getting it repaired or ever replaced. Guranteed that if you are looking to stick with the manaufacteur and you get someone to come into your place to check your product out or send it out for repairs, you'll be spending either the amount of our service plan or even more on just labour and parts on that one day rather than actually having to have spent the money in to 3, 4 or 5 years of protection. Know your facts before you start mouthing off about a certain company! And in all honesty stop bullshiting when you say you'll never shop there, as a manager in training ive delt with so many customers saying ill never come back but guess what, they come back, and they buy. If you have a problems talk to someone that can take care of you, rather than taking it out on someone that is trying to help you out but can't. Just one word of advice though, do not ever swear at the staff!
The fact is that most people have had a great experience at Future Shop or they would not be turning a profit. There would be no customers to buy anything. Remember the nexted time you go to complain about a defective….anything maybe take it out on the manufacture not the sales staff . I’m so sick of hearing “well you sold it to me you should stand behind it” hay jack ass We didn’t build the thing!! You had a choice to order it directed from the manufactures site but you came into our store instead. We offered you are “PSP” because we know that things happen and that electronics no matter what make no matter where you buy will in fact brake down. Car dealers make more money on there service then the sale, it’s a fact!
I do believe that there are cases where staff have lied to customers. If the are caught they are fired. The training that staff are put through and the way they are trained is not to lie. I have seen it first hand. I saw a staff member lie to a customer and I went to my GM told her, and the next day he was gone! People should know that Future Shop doesn’t train there staff to lie! People lie on there own every day and every where. I have even caught a customer lying right to my face and he thought he would get away with it too but when he realized that I was in fact a manager and that I was the one that sold him his produced he soon picked up and left. To all Future Shop staff and to anyone in retail don’t take these complaints to heart. Most of you are good sales staff and model employees. Just remember that we do are best to weed out the bad apples and speak up when you see someone lying to a customer!
ITS THE CUSTOMER'S THAT ARE FUCKED UP THEN...NOT THE STAFF...HAHA
I bought a new laptop online in January of 2007, and it arrived 2 weeks later. I'm usually the on-the-run kind of guy; going to work, then coffee shop, then late evening classes or the GYM if time permits. I would get a new MP3 player every year from Future Shop, cause none of the MP3 players I've previously owned could live through this rigorous weekly regime.
It was no hassle at all to replace the MP3 players, and I didn’t mind to pay a little more to replace for these small ticketed items. Often than most, many of the staff would smile and politely say that “we can exchange this for you with either a store credit, or an MP3 player at a similar price.” Sometimes the MP3 players that I would get won’t have the same features that I enjoyed in the previous MP3 player, however this is a small price to pay since you’re getting it for almost nothing (when you factor in the initial cost of the MP3 player, and the ever rising internal flash memory capacity, and it’s depreciation value, and in some cases an irreplaceable internal battery, it’s almost worthless within a few years). So, no biggie I didn’t really mind paying the extra few bucks in getting it insured under the Future Shop warranty plan.
But as for the laptop: 319.05 bucks for a warranty! Looking back now, it was money that has gone to waste (with the same amount you can either get a new laptop LCD screen (if by some unholy reason should it get damaged), OR a new SATA hard drive if it conks out on you, OR a new keyboard +++ other plastics and bezels if you get a scratch or a ding, OR a new battery if the battery was to lose its juice, OR a new DVD-R laptop drive if your original just stops reading….). But before I get in my ranting, let’s go far back, to the time before I ever knew this site existed.
“We’re here when you need us.”
I bought my extended warranty from a Future Shop sales representative at the Future Shop store #XXX (Just to be fair for the guys who work there, I won’t mention any last names). My sales representative is named Hassan and he was very polite when I approached him with my questions concerning Laptop warranties. We covered every angle of the warranty together; he even gave me his Future Shop business card if any questions were to arise concerning the warranty. I even selected a well padded laptop case that would protect my investment from all the elements. Correct me if I’m wrong, but I think he got commission for both of those items. Good for him, he earned it.
All of January, and early February it was freezing. Traveling from one place to another, or just picking some groceries from the store, I kept my laptop bag in a secure and freezing compartment of my trunk -away from the climate controlled cabin of the car, and away from prying eyes of thieves. I thought it would be a sure way of keeping it safe.
Two weeks later, a crack on the top right corner started forming, and liquid like stuff started to spread behind the glass. I suspect that the cold and hot temperatures or maybe moisture build up (from coffee shop to trunk, then to 4 hours of none stop work, and then back to the trunk) seems to be taking a toll on my laptop.
A friend of mine who builds computers and websites for a living took a look at my laptop, and told me that I should see an LCD specialist, and pointed out a repair shop in the West Island (Montreal). The repair man (Mikhal) told me that I need to replace the LCD, and that a job like this would cost 400 dollars! (Wow, almost half of the price of the laptop!). I told him that the laptop was still under warranty, and that if it was ever opened it, it would void the warranty. He suggested that I should speak to the sales rep about this, and that the LCD screen should be covered under the warranty. He said that the crack could have been caused by extreme changes of temperature, but it is more likely that it was cause by a pressure point (pointing to the cracked LCD screen). However there was no evidence that would lead to suggest something like that was to happen (the laptop top cover had no markings, nor did the keyboard). He wished me good luck and I was on my way.
I proceeded to call my sales rep.
When I called him up, I was on hold for a long time. A lady told me to call back. I did, and I was on hold again…
“We’ll help diagnose the problem.”
The crack started to spread, and so the laptop stays at home on dual monitor support. It’s late February and Hassan hasn’t called back. A few days later, I turned on the computer and Vista doesn’t want to load up. When I Google the symptoms, I read in a trouble shooting article that Vista was in an “endless reboot” loop. It also mentioned steps in how to alleviate this problem by pressing F8 on Vista boot up, and then disabling the “automatic restart” feature. I wanted to get confirmation about what I should do before following the suggestions on the website. I then called the technician at Future Shop and asked what I should do with the LCD, and the constant reboot problem. After repeated attempts in reaching the technician, I finally go through and explained my problems. First he mentions that they’ve been having similar problems with the computers, and suggested that I backup all my files and proceed to reinstall the software. After backing up my software, I used (the suggested software) HP’s Total Care recovery program and returned my computer to the proper factory default settings. Now it works beautifully but no more of my previously installed programs. That’s ok, it’s almost new. As for the LCD screen I had to bring it to Future Shop for him to see it. Unfortunately, he didn’t give me his name (CLICK!).
When I arrived at Future Shop, I saw my sales rep behind the cash register serving a customer. The customer, a middle aged woman, was buying a new keyboard and Hassan was there ready with the “Product Service Plan” pamphlet. I stood there and waited for him to finish. The lady was in a hurry and agreed to buy the service plan without taking a look at the pamphlet. She swiped her credit card, and she was off. Hassan turned to me, and I asked if he remembered me from a month before, about the warranty on my laptop. He them asked me what was wrong. I told him everything. But when I was telling him my story, he was going through my receipts without caring what I had to say.
Without saying a word, he turned around and knocked on the window and pointed to a technician behind the glass, and then pointed to me. The Future Shop technician then comes out, and starts talking to another customer waiting for her laptop to be fixed. Hassan leaves, and without telling me anything. The new technician (no-name, the guy wasn’t wearing a name tag) takes a break from the other customer, and proceeds to talk to me. I tell him the same thing that I told the Hassan, and direct me to a 1-800-HP INVENT number, and said that “I should get a service number, before coming back here.” Short and effective, but I got the idea: I am a stupid customer that behaves like a punching bag every time you throw a rude comment or gesture. The technician then returns to the lady waiting for her laptop.
Throughout this whole ordeal, I was calm, polite, and I did not raise my voice. I didn't swear either. Cause I know how it's like working in customer service.
Complete your gift with a Product Service Plan
“… ensure your recipient will always enjoy their product and to protect them against expensive repair costs.”
After having been on hold at HP, I was told that the damage to the laptop was self inflicted and that I had to pay for the repair and replacement. They haven't even seen the laptop.
Before I even begin my story, the decision was already made...
So I got swindled out of 319 bucks. Big ticketed warranty items are useless.
oh and if you have any questions or want to clarify anything the best people to call are the ones on the warranty phamplet 1-800-663-2275. They actually can help a lot because they are not commissed so they will answer all you questions very honestly.
You guys have to look at both sides of warranties. Obviously the bad experiences will be talked about on the web because the good experiences are just going to get a "damn right i get a new one" and thats it.
I was waiting behind some at a Future Shop in Calgary and the person in front of me had her laptop and warranty. The laptop was not loading up properly and was very slow, despite having 1GB of Ram and a dual core processor. The techs had taken a look at it and said they dont have the equipment to fix it. This was a mac btw. So the manager comes down and I am shocked when I hear this... "we are unable to fix this, so we are going to replace it with this newer and better mac laptop"
She got a brand new MAC! They then told her that had she not bought the Service Plan, she would have paid an estimated 1600 dollars fixing her mac with Apple, where as here she got a brand new mac
After seeing this I think I would buy extended warranties from Future Shops and Best Buys.
PSP WORKS, customers are idots sometimes, they wanted everythign fix right away HELLO wake up, get a life and bitch at someone else
It was no hassle at all to replace the MP3 players, and I didn’t mind to pay a little more to replace for these small ticketed items. Often than most, many of the staff would smile and politely say that “we can exchange this for you with either a store credit, or an MP3 player at a similar price.” Sometimes the MP3 players that I would get won’t have the same features that I enjoyed in the previous MP3 player, however this is a small price to pay since you’re getting it for almost nothing (when you factor in the initial cost of the MP3 player, and the ever rising internal flash memory capacity, and it’s depreciation value, and in some cases an irreplaceable internal battery, it’s almost worthless within a few years). So, no biggie I didn’t really mind paying the extra few bucks in getting it insured under the Future Shop warranty plan.
But as for the laptop: 319.05 bucks for a warranty! Looking back now, it was money that has gone to waste (with the same amount you can either get a new laptop LCD screen (if by some unholy reason should it get damaged), OR a new SATA hard drive if it conks out on you, OR a new keyboard +++ other plastics and bezels if you get a scratch or a ding, OR a new battery if the battery was to lose its juice, OR a new DVD-R laptop drive if your original just stops reading….). But before I get in my ranting, let’s go far back, to the time before I ever knew this site existed.
“We’re here when you need us.”
I bought my extended warranty from a Future Shop sales representative at the Future Shop store #XXX (Just to be fair for the guys who work there, I won’t mention any last names). My sales representative is named Hassan and he was very polite when I approached him with my questions concerning Laptop warranties. We covered every angle of the warranty together; he even gave me his Future Shop business card if any questions were to arise concerning the warranty. I even selected a well padded laptop case that would protect my investment from all the elements. Correct me if I’m wrong, but I think he got commission for both of those items. Good for him, he earned it.
All of January, and early February it was freezing. Traveling from one place to another, or just picking some groceries from the store, I kept my laptop bag in a secure and freezing compartment of my trunk -away from the climate controlled cabin of the car, and away from prying eyes of thieves. I thought it would be a sure way of keeping it safe.
Two weeks later, a crack on the top right corner started forming, and liquid like stuff started to spread behind the glass. I suspect that the cold and hot temperatures or maybe moisture build up (from coffee shop to trunk, then to 4 hours of none stop work, and then back to the trunk) seems to be taking a toll on my laptop.
A friend of mine who builds computers and websites for a living took a look at my laptop, and told me that I should see an LCD specialist, and pointed out a repair shop in the West Island (Montreal). The repair man (Mikhal) told me that I need to replace the LCD, and that a job like this would cost 400 dollars! (Wow, almost half of the price of the laptop!). I told him that the laptop was still under warranty, and that if it was ever opened it, it would void the warranty. He suggested that I should speak to the sales rep about this, and that the LCD screen should be covered under the warranty. He said that the crack could have been caused by extreme changes of temperature, but it is more likely that it was cause by a pressure point (pointing to the cracked LCD screen). However there was no evidence that would lead to suggest something like that was to happen (the laptop top cover had no markings, nor did the keyboard). He wished me good luck and I was on my way.
I proceeded to call my sales rep.
When I called him up, I was on hold for a long time. A lady told me to call back. I did, and I was on hold again…
“We’ll help diagnose the problem.”
The crack started to spread, and so the laptop stays at home on dual monitor support. It’s late February and Hassan hasn’t called back. A few days later, I turned on the computer and Vista doesn’t want to load up. When I Google the symptoms, I read in a trouble shooting article that Vista was in an “endless reboot” loop. It also mentioned steps in how to alleviate this problem by pressing F8 on Vista boot up, and then disabling the “automatic restart” feature. I wanted to get confirmation about what I should do before following the suggestions on the website. I then called the technician at Future Shop and asked what I should do with the LCD, and the constant reboot problem. After repeated attempts in reaching the technician, I finally go through and explained my problems. First he mentions that they’ve been having similar problems with the computers, and suggested that I backup all my files and proceed to reinstall the software. After backing up my software, I used (the suggested software) HP’s Total Care recovery program and returned my computer to the proper factory default settings. Now it works beautifully but no more of my previously installed programs. That’s ok, it’s almost new. As for the LCD screen I had to bring it to Future Shop for him to see it. Unfortunately, he didn’t give me his name (CLICK!).
When I arrived at Future Shop, I saw my sales rep behind the cash register serving a customer. The customer, a middle aged woman, was buying a new keyboard and Hassan was there ready with the “Product Service Plan” pamphlet. I stood there and waited for him to finish. The lady was in a hurry and agreed to buy the service plan without taking a look at the pamphlet. She swiped her credit card, and she was off. Hassan turned to me, and I asked if he remembered me from a month before, about the warranty on my laptop. He them asked me what was wrong. I told him everything. But when I was telling him my story, he was going through my receipts without caring what I had to say.
Without saying a word, he turned around and knocked on the window and pointed to a technician behind the glass, and then pointed to me. The Future Shop technician then comes out, and starts talking to another customer waiting for her laptop to be fixed. Hassan leaves, and without telling me anything. The new technician (no-name, the guy wasn’t wearing a name tag) takes a break from the other customer, and proceeds to talk to me. I tell him the same thing that I told the Hassan, and direct me to a 1-800-HP INVENT number, and said that “I should get a service number, before coming back here.” Short and effective, but I got the idea: I am a stupid customer that behaves like a punching bag every time you throw a rude comment or gesture. The technician then returns to the lady waiting for her laptop.
Throughout this whole ordeal, I was calm, polite, and I did not raise my voice. I didn't swear either. Cause I know how it's like working in customer service.
Complete your gift with a Product Service Plan
“… ensure your recipient will always enjoy their product and to protect them against expensive repair costs.”
After having been on hold at HP, I was told that the damage to the laptop was self inflicted and that I had to pay for the repair and replacement. They haven't even seen the laptop.
Before I even begin my story, the decision was already made...
So I got swindled out of 319 bucks. Big ticketed warranty items are lemons.
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
daaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaamn
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
Ask anyone around who they think is the worst retailer, and 90% of the time they will mention FS.
The main reason is the people who work there, and they are backed by managers that are just as bad. People rag on car salesman for being shady. But I have never met more incompetence than at FS. The salesmen are clueless and will tell you whatever you want to hear so they can make a sale. There has been several private investigators go in with hidden cameras to expose the promises FS employees tell people to get them to by the psp. A company that doesn't address this after countless news reportings is a company that fosters retardation straight from the top down. I frankly don't understand how they are possibly still in business. I would be embarrassed to say I am a customer, yet alone an employee of a company with such low morals and standards of whom they hire. FS is a joke and I wouldn't be surprised if they aren't around in 5 years. I would be more shocked if they are. And I don't think all FS employees are this way, just most, Victoria at there 2 locations seems to have more than there share especially at the Langford store.
he/she probably works at Mcdonalds across the street from future shop and couldn't get a job there so they're on this site venting on how bad the service is haha..
haha good one. Did you come up with that on your own, or did it take the whole crew of you dipshits
I guess in your minds as well, the only thing worse then working at future shop is macdonalds. hahaha
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureShop was closed. So instead of driving back to Jasper that night, I spent the night in Edmonton and waited to go to FutureShop the next morning. I went the next day (Jan 7th 2007) and they said that the TV hadn't left the repair depot yet, even though I was told the day before it was on the way back. So I headed back to Jasper.
> > > > > > >
> > > > > > > After a couple of days I called the store and asked how the repairs were going, and the said it was still in repair that they had a quote of $1600 to repair the TV, and that the repair depot was trying to get a hold of me but they never had my correct number. So the girl said she emailed them my number and the depot would call me. They never did. So after another week I called again, and they said they were busy, they took my Name and number and said they would call me back. They never did either. So the next day I called again, and they said it was on the way back to the store from the repair depot, and that since it was $1600 to repair it probably wasn't repaired and I would be getting an exchange. This was Wednesday, January 17th 2007. So I booked 2 days off of work Tuesday Jan 23rd, and Wednesday Jan 24th 2007 to make the trip to Edmonton to pick up the TV. I called yesterday to make sure that the TV was in and to see if it had been repaired or not. Again, they said they were busy and took my name and number and said they would call me back in half an hour. Again, they never. So I called again after 3 hours and they said it was back, and not repaired. She went on to tell me that they would exchange it and that they cover one way shipping, which was a relief to me, as the drive to Edmonton is not pleasant during the winter months. She said she would get the information on the model that it would be replaced with and then call me back. Not to be redundant, they never did.
> > > > > > >
> > > > > > > That brings my to today. I called them this morning to get the info about the replacement before I headed out to Edmonton.
> > > > > > > This morning I was told by Gary, The Store Manager, that the TV was not repaired, and not covered under warranty. I asked why and he said that the PSP doesn't cover any burns in the screen. Which I found strange, because I called the PSP number to make sure before I made the trip with it, and like I said they said it would absolutely be covered. So he suggested I call back the PSP number and speak to a representative. I called them, and the man I spoke to, Gui was his name, said he doesn't see why it wouldn't be covered. He put me on hold to talk to some other people, and came back and said that a phosphorus burn isn't covered because it is misuse and considered physical damage to the TV. However, I did not misuse the TV, as I did what I was told to do when I bought it, and under the PSP it says, "This plan covers manufacturer's defects in materials and workmanship that are the result of normal usage" etc. My TV was not misused, it was faulted by normal usage, watching it. He then put mr on hold and called the store and came back to me and said, that it was a phosphorus burn, which I wasn't told the first time, and it wouldn't be covered. I asked to speak to a supervisor, which was too busy to talk to me or answer any of Gui's questions. Anyways, after a 73 minute phone call, I was told it was out of the PSP representative's hands, and it was up to the store manager to decide to replace my TV I called back Gary at the 137 Ave store, and he said that it was not up to him, and he could not do it with out an authorization number.
> > > > > > >
> > > > > > > So here I am left where I started, (except for the audio inputs which were fixed), with a TV with burn marks in it. I have been 30 days with no TV, and both parties saying that the other one has to make the decision on whether it is to be replaced.
> > > > > > > I have bought many, many things at FutureShop such as a laptop, which i also bought the PSP on costing me $300. Which I wonder why I did now Also 2 other desktop computers, a full car stereo, so many computer parts and accessories, and a surround sound package. Thats just what I can think of now, and that has been in the past 3 or 4 years.
> > > > > > >
> > > > > > > I am very disappointed with the service I received from the 137 Ave store, with no one calling me back, and never knowing anything to help me. Also, with the PSP, which I always thought was an excellent program, which I will never buy again.
> > > > > > >
> > > > > > > My TV is still at FutureShop on 137 Ave, in Edmonton, and I would really like to see it repaired or exchanged before I make the trip back in to pick it up. The warranty said it covers normal usage, and this is normal usage. It is only to be expected.
> > > > > > >
> > > > > > > Following are my contract ID numbers, and the TAG number from when I dropped it off:
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > > > Please let me know what can be done in this situation.
> > > > > > > Looking forward to hearing back.
HERE IS THE RESPONSE
Dear Mr. XXXXX:
> > > > > >
> > > > > > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> > > > > >
> > > > > > Your complaint has been forwarded to the appropriate personnel at the Future Shop store in question. Your file number is 999999. Please allow up to 48 business hours for a response.
> > > > > >
> > > > > > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > >
> > > > > > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> > > > > >
> > > > > > Sincerely,
> > > > > >
> > > > > > XXXXX
> > > > > > Customer Care
> > > > > > Future Shop
NEXT
Hello FutureShop> > > > > >
> > > > > > You said I would have an answer in 48 hours. It has now been 72 hours, and I have heard nothing. You said you have forwarded my concerns to the store in question, but I don't think that will help, as I had said I originally talked to that store and it got me no where. I am starting a new job on February 2nd, which will make it much harder for me to get the time needed to go to Edmonton to get the TV. I would really like to see this resolved as soon as possible.
> > > > > > Please let me know.
> > > > > >
> > > > > > Thank you very much
> > > > > >
> > > > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > > > >
> > > > > Thank you for your e-mail.
> > > > >
> > > > > We were happy to look into your case 99999 and our records show that the GM Garry was in contact with you on Jan 26 regarding this matter.
> > > > >
> > > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > > > (IF I SEE THIS PARAGRAPH ONE MORE TIME, IM GOING TO SCREAM)
> > > > > Sincerely,
> > > > >
> > > > > XXXXX
> > > > > Customer Care
> > > > > Future Shop
NEXT
FutureShop,
> > > > >
> > > > > I don't understand why your records say that GM Garry had contact with me on Jan 26th, because we never spoke, in any way.
> > > > > I wouldn't have written an email to your department if it was otherwise.
> > > > > I still haven't heard from him, and I called today and yesterday, and haven't been able to get in contact.
> > > > > Could you find out why the records said he was in contact with me, when he wasn't?
> > > > > Also, I would really like to get the settled soon, so if you could make sure he gets in contact with me, or if someone in your area can help me with this situation, that would be great.
> > > > >
> > > > > Thanks
> > > > >
> > > > > XXXXX
Dear Mr. XXXXX:
> > > >
> > > > Thank you for your e-mail.
> > > >
> > > > We were happy to look into your inquiry regarding your case number 99999. The following is the response we got from the general manager:
> > > >
> > > > "I have talked to the customer numerous times Tuesday and Wednesday
> > > >
> > > > Our warranty does say it covers normal usage- but it also states in
> > > > General exclusions that it does not cover burn in/phosphour burn etc-
> > > > neither does the manufacturer's warranty- which has expired
> > > >
> > > > The only clarification that he needed from me was whether the tv inputs
> > > > were fixed- I personally tested them myself and contacted him back to
> > > > tell him that in fact they were working- he still wanted an exchange-
> > > > and I stated that even though the warranty line has said it's up to the
> > > > manager- this basically means they are not giving me an authorization #-
> > > > which I agree with- they are simply stating that if I want to eat the
> > > > cost of this exchange I can- which I stated to the customer that I would
> > > > not do"
> > > >
> > > > Thanks
> > > > Garry
> > > > GmXXXX
> > > >
> > > > If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
> > > >
> > > > http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter....asp?logon=L&langid=EN
> > > >
> > > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again. Should you have further questions or concerns, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> > > >
> > > > Sincerely,
> > > >
> > > > XXXXX
> > > > Customer Care
> > > > Future Shop
NEXT
Customer Service,> > > >
> > > > The quoted conversation below did happen. On Tuesday and Wednesday Jan 23rd, and 24th. I wrote the original email to you after that original conversation. I wanted to see what someone at the next level could do in the situation. You said I would hear back from someone in 24 hours. I never. Then you write me saying I was in contact with Garry on the 26th. Which I clearly wasn't as the quote you have is from the 24th.
> > > >
> > > > The reason I emailed you was to see what can be done at the next level, as I have a warranty which covers normal use, and my TV received burns from normal use. This is very upsetting that after a week, that all you have done is sent me an email of the original conversation.
> > > >
> > > > I was told when I bought the TV (they cover burns), and when I called the warranty line before bringing in my TV, that the burns I had will be covered. Thats what I want to see happen. Repaired, or replaced.
> > > >
> > > > I feel cheated with this product. You offer a warranty on a product that is going to default in under 2 years. I never would have bought the product if I had known this would happen so soon. I have bought many products with you which I have stated in the original message, which I have bought the PSP along with. I really hope I don't have to resort to using the warranty on any of those products as I don't feel it will be useful at all.
> > > >
> > > > I know that Garry said he won't do anything, thats why I'm writing all these emails, and telling you its not right, and its unacceptable. I would like the TV repaired, or replaced, as the warranty states, as it was faulted by normal usage.
> > > >
> > > > Please let me know what can be done.
> > > >
> > > > Thank You
> > > >
> > > > XXXXX
NEXT
Dear Mr. XXXXX:
> > >
> > > Thank you for your e-mail.
> > >
> > > We certainly understand your frustration and have determined that for more information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you. Alternatively if you wish for us to escalated this again on your behalf to the store in question please advise and we will do so.
> > >
> > > We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
> > >
> > > Sincerely,
> > >
> > > XXXXX
> > > Customer Care
NEXT
Customer Service,> > >
> > > Thank you for responding promptly.
> > >
> > > However, as I have said in the original letter, I called the PSP warranty line, and was told it would be covered, before I brought in the TV. Then, when I was told by the store that it was not covered, I spent 75 minutes on the phone with the PSP warranty line, where a man named Gxxx spoke to me. He said that its a complicated situation, and that there is nothing he could do. I asked him if I could speak to a supervisor and he said OK. He came back and said they were too busy, I asked hime to put me through to claims, he said OK. He came back and said they were to busy. I have tried the warranty line, and it has also gotten me know where.
> > >
> > > I would like you to do whatever it takes to see about getting my TV repaired or replaced. I really think that the warranty is not being honored.
> > >
> > > Thank You
> > >
> > > XXXXX
NEXT
Dear XXXXX:
> >
> > Thank you for notifying us of your concerns. Please be assured that we will make every effort to provide you with a satisfactory resolution.
> >
> > Your complaint has been forwarded to the appropriate personnel regarding the service you received from our PSP department. Your file number is 99999 Please allow up to 48 business hours for a response.
> >
> > Alternatively, you can contact the customer service manager or floor manager at a local Future Shop store. If neither of these options is appropriate for you, please do not hesitate to contact one of our friendly customer service representatives at our toll free number 1-800-663-2275 or via email at websupportcan@futureshop.com.
> >
> > Thank you for your patience and co-operation. We value your business and we look forward to serving you again.
> >
> > Sincerely,
> >
> > XXXXX
> > Customer Care
> > Future Shop
NEXT
Customer Service,> >
> > It has been more than 48 business hours, since the last email, which was Wednesday January 1st at 6:55pm.
> > Still I have heard nothing back about my situtation.
> >
> > I am upset now, as I feel I am getting the run around everytime I talk to some one. I have not spoke to the same person any of the times I have wrote these emails, and I have gotten no where after almost 2 weeks or writting them.
> >
> > I want an answer, I don't want another email saying my "concerns are appreciated" because I don't feel that they are. I would like to plan a trip to go back to Edmonton to get my TV sometime soon. I would really like to see it reapired or replaced when I do, which I have said many times. Please, just find out if this can be done. This last 2 weeks of emials have gottne me no where, and it makes it almost 50 days without my TV. In the PSP it says if it takes over 60 days I get a repalcement. WIll that come into effect in this situation, or will the warranty not hold up its end on this either? As I have stated many times my whole entire situation, in several emails, please take the information, and see what can be done, and find an answer for me soon.
> >
> > Thanks
> >
> > XXXX
NEXT
CLERLY THESE PEOPLE ARE NOT EVEN READING THE EMAILS. WHICH YOU WILL SEE AFTER READING THIS GENERATED RESPONSE.
Dear XXXXX:>
> Thank you for your e-mail.
>
> For information on enhanced warranty, please call our Product Service Plan (PSP) Department at 1-800-663-2275 (Option 1) and a Customer Service Representative will be pleased to assist you.
>
> If you would like to be added to the list of preferred shoppers who we contact weekly about Future Shops upcoming promotions, exclusive offers, contests and special events please visit the following link:
>
> http://www.futureshop.ca/marketing/futureflash_signup/en/about_newsletter.asp?logon=L&langid=EN
>
> We would like to thank you for visiting Futureshop.ca. We value your business and we look forward to serving you again.
>
> Sincerely,
>
>XXXXX
> Customer Care
> Future Shop
NEXT
Customer Service,
>
> Everytime I email back I get a different person answering my emails. This does not help me because every time its a new perosn they do not read the entire emial, they only read the one that was last written. I need to talk to someone who will read this entire email from the original email, at the very bottom, all the way to the latest, this one, at the top.
>
> The service I have been getting is not helping me what so ever. My concerns and complaints are not being taken serious, and all I get are emails saying the same thing over and over.
>
> I want the person who reads this email to please take the time to read it all, and then you will understand why I am loosing my patience.
>
> Also, could you please send me information on who I may contact to take this to the next level, which I was already promised it would be, and its not. I know the 18006632275 number, and it gets me nowhere. I want a response from a supervisor or manager of some sort. I am very angry now, I've tried to be patient and polite, and it doesn't seem to be working. I've called everyone I can with the information I have and no one can help me, they always give me the run around on everything. I would also like the email for the claims department, for FutureShop as well as for the PSP warranty headquarters.
>
> Please do what you can, read this email, and reply with some usefull information that will help me.
>
> XXXXX
That was the last email contact between us. There was no response. I resorted to using the phone and calling every other day to see what was happening with the TV.
So, FInally the agree to send it back out for a second opinion. They say that there is a process called reburning, which can get rid of it. After 70 days, they tell me this!! So they send it out.
I keep calling back every other day to get the status, as Head Office in the entire time, never once phoned me. Actually, NO ONE phoned me.
Finally March 15th, after almost 3months to the day. They say the TV will be back in the store on Monday March 19th FULLY REPAIRED. I was very doubtful. So I booked time of of work, and booked a hotel in Edmonton for Tuesday Night. I went to Futreshop Wednesday morning, and passed in all my reciepts and said my TV should be back from repair. The lady looked it up on the computer and couldn't find anything. She then went to the back warehouse and came out 15 minutes later with the assistant manager. They said they could not find my TV and that they can't understand why someone would tell me it would be repaired.
Finally, I snapped. I really got angry. Not yelling and screaming angry, but angry. I asked for the manager, and he wasn't in today, who doesn't work on a Wednesday? I got so angry, the lady finally offered my a new TV.
I now have a new TV, which is better than the original, but it just goes to show how HORRIBLE Future Shop's customer service really is.
I still shop thier, and will continue to, but I will NEVER, EVER spend anything on their PSP warranty that they rave so much about.
And that is all I ask of you, when they say would you like to buy the extended warranty, just a polite "No thanks, I've heard bad things about it."
Thanks for your time
SW
Jasper, Alberta
I hope you dedicate the time to read these emails that I had wrote to FutureShop if you ever want to buy anything there. This is when I had a problem with their Product Service Plan. Enjoy, it cerainly is entertaining.
Hello,
> > > > > > >
> > > > > > > My Name is XXXX, and I bought a TV from FutureShop in St John's, Newfoundland on September 13th 2005.
> > > > > > > The TV I bought was a Prima LC-27k6 (27" LCD). I also purchased at the time, the 2 year Product Service Plan at $149.99.
> > > > > > > At the time of purchase I was told that to prevent burn marks in the screen of my TV i was to switch Aspect Ratio modes.
> > > > > > > These modes are 4:3, like normal TV, a square almost, and 19:9, widescreen TV for watching movies and such.
> > > > > > > I did this, as I watch movies quite frequently, and I also watch TV programs offered in widescreen.
> > > > > > >
> > > > > > > I now live in Jasper, Alberta. In August 2006 i noticed that some of the inputs, to hook up DVD / Playstations, were not working properly, you could only use one. But since I don't play a lot of games, I wasn't really concerned. As long as I could watch DVD's I was okay. Then in December I noticed that the screen was getting burn marks in it, even though I have been changing aspect ratios. Unfortunately I live about 4 hours from the nearest Future Shop so it is not so easy to just drop it off. However, I was planning on flying back to Newfoundland for Christmas, so I called the warranty line, and told them about my TV and asked if it was covered and the said absolutely. So I drove to Edmonton and dropped off my TV for repair on December 19th 2006, at the 137 Ave location. (4250 137 Ave)
> > > > > > >
> > > > > > > When I was leaving Newfoundland to come back to Edmonton (Jan 6th 2007), I called the store and asked how the repairs were coming along, and the girl said it was in route back to the store but she didn't know if it had been repaired or not. So I landed in Edmonton around 11pm and FutureSho