Things involved with a computer fill me with a childlike terror. (btvs 1:8)
Back in July sometime I noticed that one of my laptop's hinges had a crack on it (like on the sorta plastic case thing right above the hinge - and the crack would get worse when the laptop was opened & closed). So I took it in to be repaired in August and got it back with the crack not fixed (although my other smaller issues had been). Well this was already a horrible 3+ week ordeal which included being treated horribly by a manager at the Yonge/Eglinton Futureshop (NEVER go to that store!)... and is nothing compared to what's just happened.
Last Monday I took my laptop back in to Futureshop (but this time to the Yonge/Dundas store) so that the crack could be fixed. Anyway, last night I arrive home from work looking forward to relaxing and watching some of The Office on DVD and there's a call from Futureshop. Long story short:
I sent my laptop in so the crack on the hinge could be repaired, and while in Futureshop's possession they damaged my computer and caused a HUGE CRACK ACROSS THE LCD SCREEN!!
The level of my rage and frustration can't be described - especially considering they called me to tell me that the crack on my LCD screen was from damage and would cost me $512 + tax. Oh, and that I should call them back within 48 hours ... (or what, I wondered? They'll break my computer some more?!). So last night and today I've been dealing with customer service and the "claims investigator." The ridiculous lack of bending over backwards to help me ASAP has been appalling. I've made my - I feel very reasonable - demands: get my computer fixed (both cracks) and get it back to me ASAP!
I'm hoping they can turn this experience around for me, but I'm having serious trust issues with them (I can't imagine why!). Oh! And I have asked that they check that the computer's running properly since clearly it was bashed around or dropped or something. My poor, very protected computer which has never been dropped or bashed around by ME (despite what Futureshop keeps trying to say otherwise). Oh, and at this point the claims guy refuses to guarantee that they take responsibility for the crack on the LCD screen until he's investigated.
I don't think I've ever yelled at anyone on the phone, until now. I have two bright spots:
1. I distinctly recall the store tech at Futureshop writing "clean" on the image of my laptop screen on the form submitted with my computer in (according to the csr I spoke to last night: apparently it arrived at the service depot damaged).
2. I have awesome IT people at my work, and they let me take an old computer home so I do have the internet at home and am able to IM with my girlfriend and check email (LJ's harder to use because it takes so long to load). Thank god for the nice IT people at work.
ETA: I just received a call back (already!) from the "claims investigator" saying they *are* taking responsibility for the crack on the LCD panel and he's contacted the store to see if they'll cover the cost of the hinge repair. At this point, this is great news. And I'm feeling much more relieved. Although as Anne of Green Gables would say: I'm fine in body, but considerably rumpled in spirit.
Last Monday I took my laptop back in to Futureshop (but this time to the Yonge/Dundas store) so that the crack could be fixed. Anyway, last night I arrive home from work looking forward to relaxing and watching some of The Office on DVD and there's a call from Futureshop. Long story short:
I sent my laptop in so the crack on the hinge could be repaired, and while in Futureshop's possession they damaged my computer and caused a HUGE CRACK ACROSS THE LCD SCREEN!!
The level of my rage and frustration can't be described - especially considering they called me to tell me that the crack on my LCD screen was from damage and would cost me $512 + tax. Oh, and that I should call them back within 48 hours ... (or what, I wondered? They'll break my computer some more?!). So last night and today I've been dealing with customer service and the "claims investigator." The ridiculous lack of bending over backwards to help me ASAP has been appalling. I've made my - I feel very reasonable - demands: get my computer fixed (both cracks) and get it back to me ASAP!
I'm hoping they can turn this experience around for me, but I'm having serious trust issues with them (I can't imagine why!). Oh! And I have asked that they check that the computer's running properly since clearly it was bashed around or dropped or something. My poor, very protected computer which has never been dropped or bashed around by ME (despite what Futureshop keeps trying to say otherwise). Oh, and at this point the claims guy refuses to guarantee that they take responsibility for the crack on the LCD screen until he's investigated.
I don't think I've ever yelled at anyone on the phone, until now. I have two bright spots:
1. I distinctly recall the store tech at Futureshop writing "clean" on the image of my laptop screen on the form submitted with my computer in (according to the csr I spoke to last night: apparently it arrived at the service depot damaged).
2. I have awesome IT people at my work, and they let me take an old computer home so I do have the internet at home and am able to IM with my girlfriend and check email (LJ's harder to use because it takes so long to load). Thank god for the nice IT people at work.
ETA: I just received a call back (already!) from the "claims investigator" saying they *are* taking responsibility for the crack on the LCD panel and he's contacted the store to see if they'll cover the cost of the hinge repair. At this point, this is great news. And I'm feeling much more relieved. Although as Anne of Green Gables would say: I'm fine in body, but considerably rumpled in spirit.