July 18th 2009, I purchased a Samsung i8910 at the Futuretronics store in Las Vegas. Prior to purchasing the Cell Phone, I explained to the salesperson what my primary needs are with a phone and asked what phone best fit those requirements. He showed me the HTC and the Samsung i8910. He said they were both great for my business needs, mainly syncing to outlook server and capable of quick performance, long battery life and able to send and receiving pictures via outlook. Salesperson said that they were both good phones but the Samsung's operating system (symbian) was much faster than the HTC's (Windows Mobile). I currently have the HTC Fuze and when I told him I did not care for it because the battery life is very short and it is slow running multiple programs. He said that the Samsung would be best for me because it does everything I need it to do and has a faster processor than the HTC. With that said, I made the purchase of $999.99 to come to a total of $1080.99, after tax. While paying for the Phone I asked if it had been used, because the box was open. He said that they open all of their phones upon arrival to confirm they work and the store manager confirmed it. On my way out of the mall I opened the box and noticed that there was not an american adapter in the box to charge the phone. I then went back to the store and he gave me one and said it should have been put in the box when it was tested.
When I got back to the hotel I put the phone on charge and tried to determine how to set it up to my network (AT&T), there was no manual, only a little warranty book in the box. There was also a little disc, but I could not play it because I only had my Mac laptop and did not know if it would be capable of playing such a small disc. Well long story short, I had to wait until I got back to Florida to start using the phone. On August 5th, I was at the Millenia Mall in Orlando when my office sent me an email containing documents I had to approve. While sitting in the courtyard eating lunch I tried to open the file several different ways; downloading and opening in program, tried to open in email and also saved to storage card and phone memory. All attempts to open the file failed. Sitting there trying to open the file, I was thinking how I was told it would open this type of file. It was then that I thought, hey, I will just go down to the Futuretronics in this mall and see if they can help. Once done eating, I walked down to the Futuretronics store, where I had made several purchases in the past, and spoke to the store manager. I explained how I was told they have a no return policy on phones but wanted to know if she would consider exchanging it for a phone that had a windows mobile operating system. She asked to see my phone, I handed it to her, she polished it with her shirt and asked if I had anything in mind. I explained that when I purchased it in Las Vegas a few weeks ago, I was also looking at an HTC but purchased this one because of the same reasons noted above. She showed me the HTC and asked if it was the one? I said yes, then she took a good look at my phone to confirm there was nothing wrong with it and asked if I had all of the items that came with the phone, including the box and receipt. I told her yes and she said to bring it back with everything and she would take care of it. She told me what time she would be there till that night and I told her that I live an hour and a half away and would need to come back another day. She gave me her hours for the following day and my wife said that we could not come back until friday. She then said she would be there friday and I asked if she had a new HTC in stock, she went in back, came back and said she did and that she would hold it for me. Upon arriving at my home I switched back to using my other phone, reset the samsung to delete all my information and settings, put the plastics back on the phone and placed in box as it was when I received it.
This is where it gets interesting! Two days later, when I returned to the same store with the phone and all of the contents I received with it. I walked in the store, she (the same manager) immediately went behind the counter (I presumed to make the exchange) I handed her the box with everything in it when I purchased it. She looked at the box and said "I AM SORRY, I CAN'T HELP YOU", I stood there in awe. I said something like "what do you mean you can't help me?" she then said that they can't return a phone that has been used. I asked what had changed within the last two days that caused this and also asked why she did not call me, knowing I was driving an hour and a half to get there. She again said that she could not help me, she is sorry, but they can not sell a thousand dollar phone that has been used. Again, I asked what changed and she opened the box and looked at the phone and then said "there are scratches on here, we can't sell this" I told her I had not used the phone from the time I arrived home Wednesday evening and asked where the scratches were. She then pulled back the plastic on the phone and pointed to the bottom of it. I said "you examined the phone two days ago, told me to bring it back and you would exchange it and now you are telling me, sorry I can't help you. I told her I wanted to speak to the store manager, she stated she was the store manager. I then asked to speak to her manager. I was told Mr. Levy is not in, however I could call and leave a message with him. I asked for his phone number and began calling him. while calling and getting voice mail she asked me where the manual is? I asked what manual? She said, "the manual that came with the phone" I told her the only manual that came with the phone was the disc, and that is the reason I could not use it in Las Vegas, because I had no instructions on how to program it to my network. She held up a manual from another box, same phone, and said this manual comes with this phone. I told her it did not come with mine, the box was open when I purchased it but they said they open all phones to confirm they work. Then she called the Las Vegas store to see if they had an extra manual laying around and after getting off the phone with them she boxed my phone back up, put it in a futuretronics bag and said "I can't exchange this, it doesn't have a manual" She handed me the bag and asked me to leave the store. I told her I was not leaving until she exchanged my phone as she promised, she then called security. I was still calling the number she gave me to speak with Mr. Levy. After several attempts a lady answered the phone and said he would be out until next week. I explained what was happening and let her know I was not leaving the store until the phone was exchanged as promised. About 5 minutes into the conversation with her (security now present at store) she asked me to hold a moment. To my astonishment Mr. Levy was no longer out until next week and was on the phone, and boy was he on the phone. I am not sure exactly what words came first, but once he introduced himself he said and I quote "GET THE F*&# out of my store you piece of S*^%, I will have your F*%&ing A@# arrested and you will be spending your F*%&ing weekend in jail you piece of S*&$" now the security guard is standing directly in front of me, I said to Mr. Levy "I am sorry, I do not understand the language you are speaking, can you please speak English?" well that didn't go over so well with him and he continued to curse me and then hung up! I hung up my phone, explained to the security guard what happened and she had already known how he speaks because he already spoke to security and cussed them. The security guard asked how I stayed so calm and I told her the truth. "I don't want to get arrested because of some guy on the phone", she said it was a good move, the police were on their way, I showed the security guard the phone, she confirmed there were no scratches on it and asked the manager why she is not returning the phone. The manager said "I can not help him", The security guard asked if she said she would when I was in the store two days prior and the manager said "I told him I would take care of it" the security guard (SG) asked me if she had taken care of it and I told her NO, she just put it in a bag and asked me to leave the store. The SG then asked her what she did to take care of it? and the Manager said "I am sorry, there is nothing I can do". The SG then recommended I wait for the police and call my credit card company to revoke the charge. I called AMX and disputed the charge and they credited my account. I now have two security guards, two police officers and my wife that witnessed this outright lie and abuse of power over a consumer. I will NEVER purchase another item from this store and recommend those who have values think twice before doing so, as they have none. I have the names of both security guards and police officers for reference.
7 Updates & Rebuttals
Former M. Ployee
United States of AmericaRe: Futuretronics
#8UPDATE EX-employee responds
Wed, December 01, 2010
Just a little information that might help ease your mind. I am an insider and can help clarify a few things.
G43
Cape Canaveral,Florida,
USA
IT IS ABOUT TIME!
#8Consumer Comment
Sun, September 27, 2009
I have done business with this company in the past and have also been lied to! I have never filed a report but I am glad someone is finally standing up to them. Not only do you pay top dollar at their store but when you have a problem no one is interested in helping. I was always helped when making a purchase but when it came to a problem with the camera no one would step up and take care of me. I too will never shop in that store again and I do believe that they would lie to anyone at any time to get a sale.
The one calling you out
Melbourne,Florida,
USA
"Birds of a feather flock together"
#8Consumer Comment
Sun, September 27, 2009
Funny, 3 rebuttals on the same day. Seems you all stick together, however you have a few problems:
1) I originally entered the Orlando store on the 5th of August and came back on the 7th. Being that mall hours are the same during the week, that proves I was there within 48 hours. Not that having to be back within 48 hours was even mentioned to me! I do have phone records, receipts, 2 security guards and 2 police officers that will also provide the same information.
2) I never said I did not use the phone! In fact I was using it while shopping with my wife that day. I brought it to the store and asked if I could exchange it when I was using it! Being that I took it out of my phone case attached to my belt, I would think it would be obvious that I was using the phone and any suggestion made from Futuretronics (FT) that states I said differently are totally false! In my report it states that I had to delete all my info. from the phone before returning it. I said I could not use it in LAS VEGAS due to the lack of a manual, that apparently was supposed to be included with the phone, but was not!
3) I was not escorted out by security guards. FT called security and when they arrived they refused to make me leave because I explained the situation to them. I was not ESCORTED out of the store because the manager told them she could not help me and also stated that on wednesday she said she would take care of me and put the exchange phone on hold (read full report if not understood). I was there with security guard(s), 2 guards, first a young man, then the supervisor WAITING for police to arrive. When the Police officers arrived Futuretronics tried to get them to file a trespassing report, however they refused to do so, because they were made aware of the promises made and not kept by FT from security. The security guard that spoke to the police officers examined the phone and VERIFIED there were NO scratches on it!
5) The only truth to your rebuttal is that I have done business in the past and had been pleased until that day..FRIDAY! Pretty sad when you can't even remember when a customer comes in your store.
6) What did you do to "take care of me?"
7) seems your followers can't communicate without using foul language either..sad! What does this say about your store?
8) You say you did not have my contact info. Funny thing, you pull it up everytime I purchase something there and I gave it to you to put on the phone you were holding for me.
I still have many products from FT I am pleased with. However they are not a product manufacturer and only provide service. I could have bought the same phone on the internet for $650, but I thought there was an advantage buying from FT.. obviously not. Next time I will just get the phone online, I could have bought both of them for the price I paid for this one!! All I can say is BUYER BEWARE!!
The one calling you out
Melbourne,Florida,
USA
"Birds of a feather flock together"
#8Consumer Comment
Sun, September 27, 2009
Funny, 3 rebuttals on the same day. Seems you all stick together, however you have a few problems:
1) I originally entered the Orlando store on the 5th of August and came back on the 7th. Being that mall hours are the same during the week, that proves I was there within 48 hours. Not that having to be back within 48 hours was even mentioned to me! I do have phone records, receipts 2 security guards and 2 police officers that will also provide the same information.
2) I never said I did not use the phone! In fact I was using it while shopping with my wife that day. why would I bring it in your store and ask if I could exchange it when I was using it at the time? It is obvious that I used the phone and any suggestion made from Futuretronics (FT) that states differently is totally false! In my report it states that I had to delete all my info. from the phone before returning it. I said I could not use it in Las Vegas due to the lack of a manual that apparently was supposed to be included with the phone, but was not.
3) I was not escorted out by security guards. FT called security and when they arrived they refused to make me leave the store because the manager told them she could not help me and also stated that on wednesday she said she would take care of me and put the exchange phone on hold. I was there with security guard(s), 2 guards, first a young man, then the supervisor waiting for police to arrive. When the Police officers arrived Futuretronics tried to get them to file a trespassing report, however they refused to do so, because they were made aware of the promises made and not kept by FT from security. The security guard that spoke to the police officers examined the phone and VERIFIED there were NO scratches on it!
5) The only truth to your rebuttal is that I have done business in the past and had been pleased until that day..FRIDAY! Pretty sad when you can't even remember when a customer comes in your store.
6) What did you do to "take care of me?"
I still have many products from FT I am pleased with. However they are not a product manufacturer and only provide service. I could have bought the same phone on the internet for $650, but I thought there was an advantage buying from FT.. obviously not. Next time I will just get the phone online, I could have bought both of them for the price I paid for this one!!
Adolph
Elkhart 46517,Indiana,
U.S.A.
Interesting comment!
#8General Comment
Sat, September 26, 2009
QUOTE:"I can buff out these scratches, I do it all the time with my Rolex's."
Would that be the plastic crystal on a fake Rolex? Hard to imagine any "buffing of scratches" on a genuine Rolex with a sapphire crystal. "All the time?"...wow! Seems like you're pretty hard on "scratchable" items.
JustSomeGuy
Orlando,Florida,
USA
From Consumer to Consumer
#8Consumer Comment
Fri, September 25, 2009
To Tim:
From reading your statement, I must say that I do not feel sorry for you and your situation at all.
I have shopped at Futuretronics several times and have found that all the employees are very helpful and willing to assist in the event that a problem every arises.
After reading their rebuttal, it appears as if they did everything in their power to assist you in their problem.
So from consumer to consumer: Stop acting like you wipe your a*s with $20's and start treating people with respect, you may very well get treated better and offered friendlier service. Remember, they are just doing their jobs and they have guidelines to follow. If you had to be escorted out of the store by security guards and two police officers, you must have been creating a scene or acting outrageous. People don't get the police called on them for acting friendly, they get the police called on them for being rude, obscene, and being a possible threat to another person.
My advice, shop at a big box retail company where the peons will kiss your a*s and lick your s*****m just because you drive a low class Mercedes, otherwise, stay out of the Millenia Mall, because no one wants you there.
Thanks,
JustSomeGuy
Ileana
USAWhat Really Happened...
#8REBUTTAL Individual responds
Fri, September 25, 2009
This is what really happened.
The customer went to the vegas store to purchase the phone, I cannot speak for what went on in the store in vegas as I was not present.
The customer, having problems with his phone not doing what he needed, entered our store. He began to tell me about his purchase in vegas and that what was told to him about various functions on the phone. Apparently, he was mis-informed about some features of the device that made him purchase the phone initially.
He asked if there was anything we could do about exchanging the device. He was fully aware of our return policy pertaining to cell phones (all sales final.) But taking into consideration his mis-information, and his great customer history. I asked if he had the box with all original contents. He told me that he left it back at home, and that he lived an hour and a half away. He assured me that he could come in on Friday, as he will be shopping in the mall anyway, with it so I told him to keep the phone in RESELLABLE condition and if he had all the original contents (Box, manual, charger, and any software or cables), I then proceeded to tell him:
"I'LL SEE WHAT I CAN DO, NO PROMISES"<----stressed multiple time.
Now taking into consideration that our normal return policy on anything else is 14 days, he had the phone (not even a qualifying item for exchange) for a total of 3 WEEKS. What I was attempting to do was a near impossibility, but as a person in customer service, I was willing to try my best to help rectify the situation as long as the prerequisites were met to deem the item resellable. I put the appropriate phone on hold and told him that we can hold it until Friday.
2 Days passed and the gentlemen didn't show up, never contacting us and left me no way of contacting him. He than chose to show up on Saturday with the box and phone in hand.
As to standard operating procedure, my assistant manager and I proceeded to inspect the phone for any damages and the box for all supplied accessories and manuals. Upon my inspection of the phone, I noticed many hairline scratched under the obviously replaced plastic sticker. Upon noticing this we showed it to the customer, and told him that the phone is no longer resellable. He examined the phone and upon acknowledging the scratches, he began to get irate stating that we said that we would return the phone. We continued to tell him that we never gauranteed a return and that the current state of the phone is not Resellable as had been stressed 3 days prior.
We also discovered that the manual was missing from the box, deeming it even more of an impossibility of exchange. The customer than said "I can buff out these scratches, I do it all the time with my Rolex's." I calmly and clearly stated that there is nothing that I can do. He then demanded, to speak to my supervisor. No one was in the office as today was a Saturday. But I tried to get in contact and even gave the number of our main office to the gentlemen. We finally got through to someone and they told him the same thing I told him. He continued to stay in our store, even after we told him that we were unable to do anything.
He then began to call my staff and I dishonest in that we lied to him, when it was obvious at this point that he was the one lying after dishing out 4 different stories. We informed him that if he didn't leave our store that we will be forced to call security. He said he didn't care, so we did. Security arrived and we both told them what happened. His story was almost completely fabricated.
After the security took down a report, we were left with nothing else to do but to call police to have him escorted out of our store. Unfortunately, about 2 hours into the incident the customer finally realized that he was wasting his time and ours, and proceeded to leave the store before police could arrive.
In conclusion, all the features that he claimed were not supported, were infact supported. To his claim that he NEVER USED, the device. It's pretty hard to load it with photos without using it.
I now have two security guards, two police officers, my entire staff and corporate office that witnessed his outright lie and abuse of financial status over a small business.