Complaint Review: Office Depot

I purchased a Sonny Vaio notebook computer in Dec 2006 for $1,099 and the Service Protection Plan (Warranty Extension) for $89.99.

In January 2008 my computer was showing an intermittent problem with the keyboard which I assume was a lose cable.
Following instructions of Home Depot I sent it by a carrier to Cyber Test, Inc. in April 4.

After several weeks with no information I called Cyber Test and they informed that my computer had a defective component that was not available and that Office Depot would send me a gift card for the price I paid for the computer.

Several times I called Home Depot to confirm the reimbursement. For more than ten times they gave me different positions of the situation and different reason why I did not receive the reimbursement yet.

At the middle of the month of June they told me that they already have cut a check in the amount of $390.00. I told them not to bother in sending me that check because I paid $1,099 for it. They asked me to send a copy of the sales bill by fax, what I immediately did.

In June, almost 3 months after the computer has been sent I realized that it was impossible for me to continue waiting for my computer and decided to buy another one with the conviction that they would later return me the money of the Vaio. I bought a Toshiba notebook in Home Depot. This time without the plan, naturally.

Already in July I called Office Depot three times. Again, the same evasive answers were given. But finally, at the last one I was informed that they will try to fix my computer again or send me another used one because the amount was too high for them to reimburse me. The reason? For the cost of $399 they prefer to give me back my money. If it is more than that they will try to fix.

So, I found out, my data inside of the computer hard drive has no value and it is not a reason for them to repair my computer, as per Home Depot decision. This is a violence because they never accept to send me the hard drive with my zillions of files. Besides, where did they get the idea of $399 since they have the same information as me on how much my laptop cost me.

They seem not to have any idea of the trouble that I have gone through without computer and the fact that I already purchased a computer based on the information they have given me. My questions are:
1- What am I going to do with two laptops?
2- What about the long time taken from me in successive calls, each one taking half hour at least?
3- What about the time that I am without a computer?
4- What about the data existing in two different computers now?

So, these are not information that they tell you when you purchased the Performance Protection Plan. In other words, they don't tell you:
1- That you can stay without computer for 4 months.
2- That they don't give a d**n to your data and hundred of programs, as they may decide to throw away your computer even if the problem is in the keyboard.
3- That they will assume that your computer cost you $399. If after one year after you purchased your computer (when the warranty extension starts) YOU cannot make proof that they billed you for a higher price they may reimburse it only for that amount.
4- That will take hours and hours of successive calls to a bunch of dumb operators that can't even make sense in the information they give to you (sometimes they even hung up the phone to reduce the apparent overload).

Franklin
Ft. Lauderdale, Florida
U.S.A.