NEW JERSEY -- I had an appalling experience in not one but TWO different Staples stores yesterday, and I feel I have no choice but to formally notify you of this matter, as it has made it impossible for me to EVER shop in a Staples store again. I also will be asking my friends, family, and corporate associates to switch to one of your many competitors as well.
Staples featured an Acer laptop advertised in the Sunday newspaper insert yesterday (3/8) for $449. Now. Clearly, this was a very low price on a laptop. This laptop typically retails for the price of $599 at Staples. Upon reading this early Sunday morning, I drove over to the nearest Staples store, which was store 0019 in Milltown, NJ. I was in the store just after the store opened (the store opens at 10:00am, and I was there no later than 10:05).
Upon my arrival, I found an associate who informed me that the laptops were in stock. However, before he would get me one, he proceeded to try to sell me his "protection plan". Now, for a number of reasons, including my own knowledge of computers as well as ready access to free computer repair services, I declined this. The sales associate indicated that it was OK, and then walked away to, I assumed, get my computer. He returned with the store's general manager who again proceeded to aggressively push the protection plan onto me. He was EXTREMELY rude, implying that I was "cheap" and for not adding the plan. He walked away when I finally maintained I did not want it. Then, I heard him call the sales associate over and told him something. Moments later, the sales associate informed me that the laptop was not in stock after all. Just to summarize the timeline...it was available...I declined the approximately $150 protection plan would have boosted the price of the laptop to the regular sale price...then suddenly it was unavailable. They also refused to contact any other Staples stores to help me find out whether it was available elsewhere.
I then went home and called a 2nd Staples store, this one in East Brunswick (store number 1755). I asked the gentleman who I was transferred to in Electronics if the Acer laptop was in stock. He checked and came back to say they were in stock. I told him I live less than 10 minutes away and could be please hold one for me as I was on my way. He indicated that he could not hold a sale item, but that the store had multiple laptops and they should definitely be there when I arrived. So I immediately left...I arrived exactly 8 minutes later at the location. I walked in and found the exact person who I had spoken to 8 minutes earlier. The store was virtually empty. I asked him if I just spoke to him about the Acer laptop and he confirmed that he was the person. I asked him if they were indeed in stock, and he indicated that they were. I then asked if he could please go get one, because I definitely wanted one.
And then, before he goes back to get one, he asks me if I want the service plan.
I suppose I should have lied and said yes and then said no when I had the laptop in my possession, but I did what I thought was the right thing, because I could not imagine that this guy would try to pull this same scam only minutes after implying there was plenty of stock of this item. I responded, "No thanks...I went over this all at the last store, I know what it covers, and I am not interested."
He said "fine" and walked away. 2-3 minutes later...he walks back and, just like the last store, the inventory suddenly has vanished. I angrily confronted him regarding our conversation and, half smirking (obviously knowing that what he was saying had no truth to it), he implied that all of them had been sold in the last 8 minutes. Mind you, when I arrived, the store was nearly empty and no one was checking out buying any laptops.
I was and remain STUNNED at the lack of customer service that is being displayed in both of these stores. For all I know, this type of "bait and switch" is being done at Staples stores across the state and across the country, and as a freelance journalist, I believe that it is a story that merits more investigation. You cannot make it a standard practice to deny people products because they will not pad your profit margin with questionable (and supposedly completely optional) service plans.
I cannot believe that, in this economy, Staples would so readily shun previously loyal customers (I had shopped your stores for years, as its roots, I believe, are in New England, where I am originally from). Our dollars are limited, and there are MANY other places to go for the same items that Staples sells at similar, or lower, prices. To that end, following the service I received at this second Staples store, I walked right next door to the Best Buy, paid only slightly more, got a vastly superior laptop, and was treated with the respect that the sales teams at these two Staples stores could use a lesson in.
I can assure you that none of my friends, family, and work associates will be frequenting ANY Staples in the future, at the very least.
UNIONTOWN, PENNSYLVANIA -- Dear Staples,
I sent a UPS package from your store and also got insurance for peace of mind. When going through the process at the Uniontown, Pa. Staples store I received the very best of customer service and rate that experience A+. The package was sent and in a few days a received notice that the package when received was damaged. Ups states that the box that it was shipped in was not up to UPS standards and will not honor the insurance that was purchased for that item. I then called the CEO of the manufacturer of the item, he stated and that the box that the item was initially shipped in and was designed for that item. The Manufacturer stated that they had no problems or issues with that shipping box. However that is the same box with a Styrofoam mold to hold the item in place while shipping it to the receiver and UPS stated that it was not up to their standards will not honor the insurance that was purchased for that item at the Staples Store in Uniontown, PA. I am calling the president of Staples this morning and I feel most certain that he will look into this matter and resolve it very quickly due to this has been going on for 60 days after I have sent this item and purchased insurance on this item. Staples in Uniontown Pennsylvania have always given my Company excellent customer service for the past 21 year. And I feel confident that I will be writing about my great customer service experience later today.
Thanks and God bless, John Hranec – President / CEO - HRANEC INSULATION CORPORATION
On 1/20/2015 at 9:05 am till 9:52 am I spoke with Staples Employee Lueas the Executive Customer Service Assistant to the President of Staples. Mr. was very kind and listened to my issue. He then said that he was not able to contact UPS however he would reach out to the Staples UPS team of specialists and said that I would receive an email within 48 hours concerning the conversation between UPS and the Staples UPS team. Also Mr. gave me his word that he would call me to read what UPS wrote on the Claim web site in no more than two days. I also asked Mr. if I may speak with the President of Staples, he told me that the Staples President does not speak to anyone with a problem at Staples. I am reaching out to the president to call me about this matter. It would make me feel a whole lot better that Mr. conveying to me that he would not be able to speak to anyone at UPS. And when I call UPS they tell me that I must call Staples because that is where I purchased the insurance to send my package. I will keep you posted on Mr. phone call, Staples UPS Team’s Email and if the Staples President calls to ask about this matter.
Thanks and God bless, John Hranec – President / CEO - HRANEC INSULATION CORPORATION
FRAMINGHAM, MASSACHUSETTS -- I recently purchased a $55 box of printing paper from Staples.com because they were having a deal where if you bought it that day you'd get a $35 Visa Pre-Paid card as a rebate. I bought the paper, printed a receipt from my online purchase and waited for my paper to arrive. Staples estimate was that it would take about a week to arrive at my home, though I was very surprised when it arrived a few days later. I then went to submit my rebate information with their “Easy” Rebate Center. The first thing they asked for when I got to their site was my rebate offer number. They listed three different places that you could find the number, namely, on the e-mail order confirmation I received after placing my order online, my printed receipt that I printed after making my online purchase, or on the packing slip that came with the shipment. I had already filed my receipt and didn’t want to have to go searching for it so I decided to look up the number in the confirmation e-mail. After scouring through the e-mail I could find no trace of the rebate number. I decided that I’d look on the packing slip that came with my box of paper. Again, I couldn’t find any rebate number. I pulled out my receipt that I had printed and luckily there was the rebate offer number. I entered the number and the necessary information and submitted the information.
A few days later I received an e-mail from their rebate center telling me that there was a problem with my rebate information. They claimed that the rebate number that I had entered didn’t exist in their system and that I must have either made a typo or that rebate offer didn’t exist. “Ok”, I thought, “I’m human, I make mistakes. I could have easily mistyped the number”. Upon further inspection I discovered that I had not mistyped the number, but that my rebate didn’t exist in their system. As could be expected, I was not happy. I attempted to chat with a customer service representative on their website, but their chat window has got bugs or something. I could read everything that the representative was typing to me, but I could not type anything to them in response. I was forced to write an e-mail and explained the situation. I received a response about a week later informing me that their system is on the fritz and that it has been sending out random “invalid” notices to people. The e-mail also mentioned that according to their records a rebate had been mailed February 3 and should arrive at my house in 7-10 business days. Today, ten business days later, I received a paper card in the mail with the following message on it:
Thank you for participating in the Multipurpose Paper Ream Case promotion. Unfortunately, we could not honor your request due to the following reason(s):
Invalid Purchase Date”
I am very disappointed with Staples and their rebate system. I remember many occasions, usually around Christmas time, when my father has attempted to buy things from Staples, both online and in store, that had rebate promotions with them. He was never successful at receiving one of those rebates. I guess I can say this for Staples, they are consistent. I for one am tired of dealing with such an unorganized and dishonest company. I have contacted their customer service again and am currently awaiting a response, but I will never buy anything from Staples again and would urge others to do the same; unless, of course, you enjoy getting cheated of your money, but that’s up to you.
READING, MA 01867, MASSACHUSETTS -- My recent letter to Staples Corporate:
As you well known from the content of E-Mails recently sent to Staples CEO Ron Sargent, I had a most unpleasant (read: stressful) experience when I purchased the Altra Chadwick Collection (Desk, Hutch, Filing Cabinet) of office furniture from the Reading Staples Store. It was just one misstep after another. The phrase âa comedy of errorsâ best describes the action on the part of Staples personnel. Constant dialogue between me and Staples staff along with a series of trips between my apartment in Burlington and the Reading store took the better part of a week before SANITY prevailed and I started to feel that finally we were getting somewhere and that CLOSURE was in sight.
Sanity arrived in the person of Lee, the Sales Manager in your Reading store, who took control of the situation. Staples is indeed lucky to have Lee in its employ. He is a man who literally âgoes to the wallâ to ensure that the customer has a positive experience when shopping at Staples. He sensed my frustration, anger and dissatisfaction at all that had taken place. Furthermore, he was most reassuring when he said that everything would be taken care of. To wit he said: âMr. Cohen, we are going to start all over again â TIME BEGINS NOWâ.
At that point he cancelled the entire order, namely Order # 9244093081, and accordingly, credited my American Express Credit Card. He then proceeded to create a NEW ORDER (# 9244450315) which included charging me for the cost of assembling the furniture once it was delivered to my apartment. He said over and over again that he would literally track the Order and would keep me informed as to its âprogressâ.
I was given an Oct 4th delivery date. Two of the items namely the Chair and the Filing Cabinet arrived several days prior to that date. True to his word, Lee called my home to confirm the delivery of the Chair and Filing Cabinet. Furthermore, told me that when the balance of the Order (i.e. Desk and Hutch) arrived I should call Apollo Retail Specialists, the company that was going to assemble the items, and schedule a date and time when they could send someone to assemble my Altra Chadwick Collection.
Just as Lee had indicated, the Desk and Hutch were delivered on Oct 4th. I immediately called Apollo @(866)770-0022 to arrange for assembly and was told, in no uncertain terms, that they had to be PAID first before they could schedule an assembly date. I informed Apollo that Staples had charged me for the assembly. I gave them the Orderâs Transaction # and said that it was my understanding that Apollo and Staples could work out the details regarding the remittance of payment to Apollo. I was then told (by Apollo) thatâs not how they do business. At that point I sensed that it was an exercise in futility to try to reason with the Apollo representative. Accordingly, I ended the conversation and immediately called the Reading store and asked to speak with Lee.
After telling him of the situation with Apollo, he said âhold onâ Iâll get back to you. Within a matter of a few minutes Lee called me and told me to call National Assembly Service at (866)826-6622 which I did whereupon I started speaking with a very pleasant sounding woman by the name of Margaret. I provided her with Transaction # as well as the Item #âs of the various pieces in the Order. She then asked me if Tuesday, Oct 8th would be a convenient date for her to send a technician to assemble the items. I checked with my âExecutive Secretaryâ and was assured that Tuesday, Oct 8th was acceptable. The whole exchange with Margaret unlike that with Apollo was most cordial (and professional). I then called Lee and told him that an assembly date had been set. Furthermore, I thanked him for all of his efforts in helping to bring CLOSURE to this whole affair.
Postscript: I can not say enough about Lee. When all appeared to be lost, he 'stepped up to the plate' and provided courteous, professional service that provided a most satisfactory remediation of what had been a very stressful, non-professional handling of a customer's request for adjudication of (for lack of a better way of saying it) LOUSY, MIXED UP, UNCERTAIN SERVICE.
LOS ANGELES, CALIFORNIA -- I am submitting this complaint after having contacted Staplesâ Office of the President team of customer relations representatives. I spoke twice with Jeffrey [snip] and was promised a call back from his supervisor Ryan [snip] which never materialized. My experience was with the Staples store in West Los Angeles on Santa Monica Boulevard. I purchased a Western Digital external hard drive at a different Staples location and within the 14 day return policy period (8 days) I brought the unopened drive to the Staples store, with my receipt, for return.
The cashier called over a store manager to approve the return. The store manager examined the packaging, which was never opened or even touched by me, and decided he needed to completely destroy the packaging and compare the serial number on the drive case to that on the packaging. When I questioned him on why he found it necessary to destroy the tamper-proofed packaging, he responded that it was policy. The examination of my product took several minutes and was done in plain view of other customers at one of the cashier stations in the front of the store. While the product was being examined by the store manager, I asked him what would happen if the serial numbers did not match as a result of an error made by the product manufacturer. His response was that Western Digital did not make mistakes, so that was impossible.
The store managerâs examination validated that the product serial numbers did match and the return was accepted. My complaint and concern stems from the very real possibility that something did not match through no fault of mine. The sealed product was now very much unsealed, I was humiliated in front of other customers by the actions of the store manager done in plain sight, and I was very angry that I was made to endure this waste of my time. If Staples cannot trust the tamperproof packaging of their manufacturers, they need to take that up with their vendors, not take it out on their customers. Telling me that it was not possible that a mistake in packaging could have been made by their vendor is just plain fantasy and I very much doubt that their vendors would support them in their statement that a mistake is impossible.
The office of the president customer relations representative assured me that he would: 1) forward my complaint on to both the district and regional managers, 2) follow up with me and share what corrective actions were taken and 3) work to make certain that other Staplesâ customers were not subjected to the same treatment shown to me. I have no idea if item 1 was completed, but I waited 8 days to hear back from Mr. [snip] before calling him back for status. I told Mr. [snip] I would not be shopping at Staples until I was comfortable that my complaints were properly addressed.
This incident could have been much worse had there been a serial number mismatch, but I do not want to wait for that to happen to me. Staples needs to protect themselves from shrinkage and theft while at the same time respecting and valuing their customers and the customer experience. Staples chose only to worry about themselves in my experience paying absolutely no attention to their customer. I choose to give my patronage to businesses that value me as customer. I was concerned that the store manager might be a rogue employee so I reported my experience to the corporate office. What I discovered is that the treatment I received was acceptable all the way up the corporate ladder.
Bye, bye Staples and hello Office Depot, Office Max, Best Buy and the like.
COLUMBIA, SOUTH CAROLINA -- I had a slow computer and brought it to the Staples in Columbia, SC which is about 40 miles away. It took several weeks to get the computer back. Initially they said that they had an issue with 1 program on the computer and could not figure out how to put that program back on the computer, but later said they figured it out. I was told they reinstalled the OS. When I got it back there was still a problem. This time that the system would freeze if left on for more than a day or so and there were errors with some programs.
When I called and they did not reinstall the OS because of that program but tried to fix the problem anyway. I brought back. Again they said they found and fixed the problem but that the computer would have to be turned off every 2 days. I brought it back.
Now they said the only way to fix it was to reinstall the OS, which is what they told me was done the first time. The program that they could not figure out how to reinstall took me 1 email to Fujitsu to resolve. So I agreed. At one point I even told them that if it could not be fixed I would get a new computer and transfer the data to it,
When I got the computer back I found that they deleted ALL of my data. No back-up and reinstall. It was never hinted, implied, suggested that all of my data would be gone. Before they talked about backing everything up and reinstalling it. They said the data is gone that the reinstall deletes all data. Who wipes out all data? Even with cell phones the most first issue when people change phones is not losing data ie: phone numbers.
I called the Office of the President, [snip] and spoke to Jeffery [snip]. He said he would talk to upper management and get back to me. I explained that a major problem anytime I brought a computer in was poor communication from the EasyTech people. The tech guys do not even have the ability to send or receive emails. Accordingly, I asked, and he promised, that he would call me back that afternoon even if he did not have an answer. That afternoon came and went, but no call. The next day I left a message with Jeffrey and no call back. Today I left a message and no call back, but I did get an email from Jeffery. He looked into the matter and since he was not there for the conversations and Staples’ paperwork says that there is the risk of loss of some data, the case is closed. So much for discussing it with upper management. I emailed him back asking that he call me to discuss this and he replied through email that “would not be anything that Staples could address in terms of further resolution at this time.” He closed the case. No call from Jeffrey.
They hide behind “risk of loss of some data” but this was the deliberate deletion of all data. When they first mentioned the restore they said they would back up the data. They had the ability of creating a back-up but chose not to.
The customer service chat agent was of no help, but did give me their corporate office at 1-877-235-9088. I have left a message for Ryan [snip]. But, for now I am left with an old computer, no programs, no data, but an apology. Beware of EasyTech, unless you are willing to have all of your data lost. In general avoid Staples if you have any expectation of customer service, good communications and thought that they will make any effort to provide customer satisfaction or even discuss an amicable resolution. AVOID STAPLES AND EASYTECH. Remember, the only problem was a slow computer.
If they were an auto repair store it’s like bringing a car in for a tune-up and getting it back as a block of scrap metal. “Oops, sorry. We told you we were not responsible for providing quality work. Enjoy your car and come back and see us again.”
BURLINGTON, IOWA -- I faxed the following to corporate- no response-
On Saturday Jan. 12th while returning home I decided to stop at a Staples in Burlington Iowa to see if they might have a Nexus 7 16gb tablet in stock. I spoke with the person in the computer department and he informed me that they were sold out. He did volunteer that they had a truck âcome inâ and there might be some in that shipment. I asked him if he could check.
He went to a computer terminal and said yes they are in this shipment. I asked if it was possible that someone could retrieve a tablet from the shipment. He then called the manager and spoke with him. He explained that it is secured because of the value of the items on the pallet. And that once the seal is broken everything must be checked in which could take hours. I explained that I lived a one hour drive away and could return the following day on Sunday. He wrote down my name on a note requesting a tablet to be held for me until 3pm on Sunday.
On Sunday morning I called the store and spoke with someone else that knew of my noted request. I told him I would be driving to the store to purchase the tablet. He informed me that the pallet had not been opened yet but should be by the time I expected to arrive at 2pm on Sunday.
At about 2pm I go into the store and the customer service counter expecting to purchase the tablet. I was informed by the clerk that I had spoken with on the phone previously that they had not started unpacking the pallet. He then paged the manager on duty. I explained to her that I had been told the tablet would be available at that time.
She replied that âsometimes it takes days to unload the truckâ and showed no sympathy that I had just driven 60 miles to get there. She said that âno one should have told you that tablets are on the truckâ and that âthey do not know what is in a shipment until they unpack itâ.
I lost it! I told her it would be the last time I ever set foot in one of their stores and was sorry I had spent hundreds of dollars with them in the past.
I am a business owner. I purchased my business in 1989. I know what a bill of lading is. They know what is on that truck- every thumb tack. They would not be able to acquire insurance without knowing exactly what is on each shipment. There is no âtruckâ- it is just pallets in the warehouse. They would not tie up a truck for days âwhile they unload it.â She insulted my intelligence. Then she insulted her staff by stating they should not have told me the item would be available. She offered no consolation and suggest I return to their store in 3 to 4 days to see if they have the item in stock.
NAPERVILLE, ILLINOIS -- I went into a Staples Store at the Route 59, Naperville, IL location and went directly to the copy and print service desk. There were 2 employees behind the counter working and not a single customer in line waiting on a service. So I went directly up to the desk, and waited patiently for someone to approach me and ask what they could help me with. However, the first thing that came out of anybody's mouth, was from the lady sitting behind the service desk working on a computer, and she told me that she was about to clock out so I needed to wait for the man in the back to help me. I wasn't even greeted with a polite hello. So I just said okay and waited for the man to finish up his cutting project.
The man came over to me after probably just a minute and asked if I was printing something out and if I had a file on a USB disk with me. And I said yes. And he asked me how many pages I needed to print, and I told him only 2. So he explained to me that I could use a computer they had set up for self assistance, and just plug my USB in and print directly from the computer. I thought this is great, because I only have 2 pieces of paper I need printed, and I am computer savvy, so this is a very convenient thing to have for people like me that just need to get in and get out, with a very small order. But once I plugged my USB into the computer, I saw that you charge 20 cents a minute for the convenience of using your computer. I think that is absolutely ridiculous to charge a customer to use a computer on top of what they have to pay to print, when Staples has people working at the print station that are meant to service customers for that exact need!
So I decided not to get charged for using the computer, when there is an employee working at Staples that can print my order, and there is not a single other customer in line. Well, then the man tells me that I am going to have to wait until he has finished up with his cutting project, and then he can help me. So he took time out of his cutting project to teach me about the computer and how to use it, and then goes directly back to his project. But he cannot take 2 more minutes out of his time to print the 2 pieces of paper, I, the customer, need printed?!? I am absolutely in shock that Staples runs their business like this. I have to wait for an employee that is paid to be in customer service to finish up his project, when he has his entire shift to cut paper, instead of help the one customer they have in the store. And my only other option is to pay additional to do it myself.
An employee that works in customer service is hired to help customers! Not to tell them they have to wait until they are finished up with their project. And another little anecdote...the lady that told me she was clocking out, was still working on the computer when I left.
ALEXANDRIA, VIRGINIA -- I am small business consultant and used to shop at Staples to pick up laptop, desktop, priters & accessories etc for my clients. I used to shop there so often (1 to 2 times a week) that most of the staff personally knew me. Then a "new" manager was assigned to the store and that's when the problems begin. I was at the Staples store at Potomac Yard, Alexandria VA and they had a system on Clearance on the Floor and I picked it up at proceeded to pay for it. As usual I was harassed for Extended warranty of $200 for $400 system. Common sense would dictate that it would absolutely make no sense to buy an extended warranty for the system at 50% of the cost. I just played along as I was used to the game and in the end refused to buy the warranty. I gave my rewards card number and the Asst Manager pulled out my company name and noticed that I had the word "Computer" in the company name. At that point she informed me that since I was a reseller she would not sell me the computer. I though she was joking as I had bought from her 100 times before. But she called the "new" manager and he agreed with her and gave me the number of the President Office at Staples (which is also the same BS customer service to placate irritated customer, no action is ever taken) to file a complaint but refused to sell me the system. I informed him that the store was in Crystal City, Virginia where more that 80% businesses are computer consultants selling to Federal Government, if he had these policies he would have no sales but the "new" manager would NOT budge. I walked out of the store empty handed and my purchases of $25K to 30K per year with Staples are now zero and I constantly encourage all my clients NOT to shop at Staples and buy their Toners and supplies online from Amazon at much cheaper prices and better customer service.
After reading the New York Times article dated Sep 9, 2012 about these same Staples practices, I felt vindicated and hopefully the Staples management will soon realize that it makes NO sense to walk a "paying" customer in order to sell an overpriced warranty BUT who can understand the Logic of the "SMART" marketing heads at corporate office.
PHILADELPHIA, PENNSYLVANIA -- I purchased a new Dell computer(i580-1839NBC) from Staples store #357 on 1/30/12, and paid an additional $99.99 for the Premium PC Setup Package. I also at the same time purchased a Microsoft Office Home and Student package (3 PC) for $109.99( $149.99 minus 40 dollars off w/ computer purchase.) because the Easy Tech, David, informed me that I needed to purchase it to get Microsoft Office. I subsequently discovered that this computer came preloaded with Microsoft Office, and that I really only needed to purchase a product key. The difference between what I purchased and the product key is approximately 20-30 dollars. I contacted the store on 2/12/12 and asked Easy Tech David why he sold me the more expensive option. He informed me that "the difference is not significant." It's significant to me. I found his demeanor insulting and demeaning. I then spoke to the store manager, Jim, who informed me that I needed to return the whole desktop computer to the store and they would delete the software, and then refund me the difference. I don't consider that a viable option, and I suggested that I would return the CD software package, and offered to delete it myself off my computer. I said I would be willing then to accept store credit for the difference in price. He told me that that would "mess up his inventory". I know for a fact that he could do that if he wanted. Jim implied he was doing me a favor agreeing to the conditions of the refund. I told him that for me it would mean dragging a desktop computer with my files and personal information on it back to the store, leaving it, and depending on David to delete the Office Package. I also tried to explain to him that David was the one who had opened the Office package since he installed it, and that he should have known that Microsoft Office was preloaded before he opened it. He should know his inventory. And it's written right on the carton! I did not see that myself because once I had agreed to the Premium Setup package, store staff placed the carton behind the counter. I have already had issues with David previously regarding installing my wireless connection. The first night I bought the computer home, the computer would not recognize my wireless router. I called Staples, and talked to David since he had set up the wireless card. His response," I really don't know much about wireless". He did say that my router was obsolete. I informed him that it was two weeks old. Finally, after 2 hours with Verizon,(never heard anything about problems with their routers) and then 3 hours with Dell, they managed to reconfigure my computer remotely.(I can't say enough about their service, it's great, But I did have to use my software support time.) they hadn't heard of software problems with any Verizon router either. they did say that the Staples store tech should have been able to help me. So I really don't want David working on my new computer. I would be happy to simply return my unused 2 PC portion of my Microsoft Office package, and get a store credit for the difference, provided that I do not have to return my computer. I will simply eat the $99.99 I spent on the Premium PC Setup at Staples, which was wasted money. No help with my wireless problem, David simply installed a USB adapter for my wireless(I expected a PCI), and now I find out that Office was already loaded. If this is not resolved, I will never buy at Staples again, and will tell everyone I know about how they mislead their customers.