- Report: #1230765
Complaint Review: Staples - Internet
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Author Not Confirmed
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Staples
Internet, USA
Web:
www.staples.com
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Staples staples.com Does not honor warranty / takes 1 month to refund money nationwide Internet
Dec 2014: Purchased a refurbished Dell Latitude E6400 from Staples.com that came with a 1 year manufacture warranty (turns out this is a lie).
Mar 2015: Power cable failed, laptop would no longer charge. I contacted Staples.com to get it repaired under warranty. Staples referred me to a company called PlanIT ROI. I attempted to contact PlanIT ROI via the number provided. No one answered after at least 5 attempts and there wasn’t even a way to leave a message. After contacting Staples again I was told to contact Dell. Dell couldn’t help because this was not their warranty which makes the manufacture warranty claim fraudulent (in the end it was that that PlanIT ROI was correct they just don’t respond to Staples customers). I went to a local Staples store because Staples customer service was no help and hoped that a face to face interaction would get this resolved. I was wrong. The store manager first tried to sell me a new power cable for $70. What? This is under warranty. After researching further he provided an email to PlanIt ROI. I emailed the company and never received a reply.
Apr 2015: I again contacted Staples online and stated that they are falsely advertising this warranty because there is no way to get it honored. This was my first engagement with Rosemary Snigier in the Office of the President (of Staples). Rosemary referred me to a company called Joy Systems. Again Joy Systems could do nothing because they had nothing to do with this computer. At this point I threatened a lawsuit for if Staples would not accept a return of the computer since NO ONE was willing to fix it. I then get an email from Staples on vendor return (this was on 4/8). I received no communication from Rosemary, just the email on returning the computer. I mailed the computer back on 4/13 and it was received on 4/16 per UPS. I contacted Staples on 4/27 when I didn’t receive a credit back on the computer. On 4/28 Ann told me to expect the credit within 3-5 business days.
May 2015: I contacted Ann on 5/5 asking again where my credit was. Emailed on 5/6 to Ann again, emailed on 5/7 to Ann and Rosemary. Received email on 5/8 from Ann to expect the credit in 24-72 hours (I assumed this to be business days). 5/13 still no credit, therefore I emailed Ann and Rosemary once again and let them know I would be filing a lawsuit to get my money back. I was told on 5/15 that someone from the Office of the President would be calling me within 48 business hours, it is now a week later and still haven't gotten that call. I FINALLY did get my refund on 5/17.
My advice, never use staples.com for a purchase of any kind. They do not want your business!
2 Updates & Rebuttals
Yes and no
#2Author of original report
Mon, June 29, 2015
A few facts.
Staples.com does not tell you who they are selling the PC through. But the website state there is a 1 year manufacture warrantee which is patently false (and as of 4 weeks ago it still states this).
I do agree on the refurbished part and have purchased a new PC. But power cords are ABSOLUTELY covered under any warrentee, please be careful about telling people false information.
As I stated I made 5+ attempts through multiple forms to contact the vendor Staples used to get the cord replaced. But ultimately this all goes back to Staples because they sold me the PC and it is THEIR vendor that is not honoring warrentees. You would think this would prompt Staples to investigate the vendors they are using as these problems reflect on Staples more than the vendor. However, I can tell you Staples does not care they just want the money.
Lastly, some advice from me. Don't spend your money when someone else is liable. This wastes your money and encourages bad behavior by companies like Staples. If you don't make them fully aware of the problem they will never fix it.
Mike
Lake Forest,California,
USA
You did it wrong.
#3UPDATE EX-employee responds
Mon, June 29, 2015
Worked for Staples Tech for 5 Years:
1) All manufacturer warranties are covered by manufacturer. You should only be contacting Staples if you lost your receipt, as you must obtain it to contact the manufacturer for repairs.
2) Since you purchased a refurbished system you should have found out exactly who the seller is, if it is indeed Staples or Staples.com and not another reseller, which could by likely even on their own website. Then you should have confirmed who would cover the warranty on the product, as most manufactuers do not cover their own refurbished products, and very rarely is a refurbished product ever covered for one-year, typically it is anywhere from 30-180 days max.
3) Power Cords/AC Adapter for laptops are never covered under warranty, as they will eventually break due to normal "wear and tear".
My advice,
Never purchase a refurbished computer system, tablet, smartphone, from ANY website or store. There is a reason they've been marked down so low in so many cases. In my personal experience I have had nothing but problems buying these sorts of products. Open-Box or Return status is ok, but refurbished can always be a whole other story. Spend the extra money to get a new product, which is fully covered under manufactuer warranty from day 1.
Also, I know it sort of defeats the purpose but you could've saved yourself the hassle and just purchased a replacement cord from eBay for $10 or so.
