Former M. Ployee
United States of America#2UPDATE 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,#3Consumer 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,#4Consumer 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,#5Consumer 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,#6General 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,#7Consumer 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
USA#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.