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Services not performed
Posted by Ldk on 07/06/2009
I drop of my son's computer off at Staples at Almeda Genoa in Houston Texas. They charge me $75.76 for a computer diagnostic check and was told that the hard drive was bad. It was a recent computer, I took it to another computer repair store, and with in minutes the computer was running. And was told nothing was wrong with the hard drive. The computer only needed to be restored. I was not charged for this service. My compliant is Staples has incompetent technicians. I wonder how many other people they scam. I will never recommend Staples to anyone for computer repair. RIP OFF!

     
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Posted by madconsumer on 2009-07-06:
i do wonder at this free service you claim to have had. as a computer tech, free services is nothing that is done a lot.
Posted by phoenix33 on 2010-10-31:
As a staples easy tech, I can say that if the diagnostic tools were run correctly and they said the hard drive was bad. It probably was, or was in the process of going out. However it's entirely possible that it wasnt run correctly. My point is don't generalize. The technician that worked on your computer may or may not have been wrong. But that doest mean staples easy tech as a whole is a scam.
Posted by IsabellaBX on 2010-12-01:
i am sorry to say but just because this other technician restored your computer doesn't mean the staples tech was wrong about your hard drive being bad.i never had any experience with staples computer services but from my experiences at other shops i can tell you that sometimes you can restore a computer with a bad hard drive and get it running for a while but once that hard drive goes out you are left with only one option which is to replace it and if you didn't have you files backed up then they are gone for good.now what the staples tech may have told you is that you needed a new hard drive maybe to save you the trouble of paying for a restore now and then later on coming back with the computer and saying your hard drive stopped working and having to pay for a new hard drive and windows installation again.now remember nothing in life is free so if this other technician restored it for free is because he knows that as soon as something else goes wrong with the computer he will be the first one you will think about and then that's how you build customers.
Posted by Habitual Cynic on 2010-12-18:
@phoenix33:

EasyTech NOT a "scam"? Wow, that's rich...let me tell ya, I've worked over 20 years in IT, and was reduced to taking a ET Associate position with these morons. Now, there probably ARE good techs working at some stores...but, CORPORATE absolutely ties their hands behind their backs...do you REALLY consider that piece of junk software known as Norton Tech Tool a GENUINE tool? It's a godforsaken marketing scam! And PC Doctor hardware tools? You're joking, right???

And, umm, if Staples ACTUALLY provided its techs with REAL tools, REAL intelligence, and REAL pay, you might know that using the "fixmbr" command under the Recovery Console in XP/Vista/7, can resolve a lot of no-boot conditions. AND, tools like Everest (now known as AIDA) can query the the drive and the DMI tables to determine any drive issues.

Sorry, phoenix33, Staples' EasyTech game is simple: As a tech, your REAL job is not to fix computers-it's to SELL, SELL, AND SELL SOME MORE...we don't fix-we replace...and the corporate cure-all for computer problems? "Nuke and puke"...yeah, don't bother wasting time making a customer happy and grateful that you saved their system by carefully extracting a virus...It's CRITICAL that you're out there selling TSP's!!!

IsabellaBX:

The OP was not very specific, but here's a thought: the OP mentions "up and running within minutes" and "restored". REAL techs think of "restore" in TWO terms: Staples version (aka NUKE the system)...and Windows "system restore"...of course, this procedure actually requires a bit of brains (and a Windows install DVD-verboten software in the Staples ET world!) A simple driver update can cause registry corruption, resulting in no boot...or program installs can do the same. Windows' "system restore" merely returns the %systemroot directory to its exact state at the time of restore point creation.

Sounds like both of you have been drinking way too much of the Staples Kool-Aid...
Posted by PepperElf on 2010-12-19:
you know backing up the HDD might not be a bad idea
in case it goes bad again

Posted by Anonymous on 2012-05-06:
I Can tell you that whether an Easy tech technician is competent/qualified or not is irrelevant. This is my personal experience as a certified tech. The techs are not allowed to use their own tools and the tools that Staples provides are not sufficient. The company always approaches things and forces their employees to think in terms of how to maximize profits.

And yes I say force. As a tech working there, yes I can fix things (Like a windows repair or restore) quickly and painlessly while using my own tools, and doing so would get me fried.

Staples provides no training whatsoever (Except for pushing sales.) The whole staples strategy is to hire people that know a little bit about computers so that the customer will trust them, they're not at all interested in actually hiring qualified repair technicians, only salesmen. A Comptia A certified technician is probably going to be the most qualified technician you'll see working in a Staples (As was my case) and in most stores, there is no one working there that is even that qualified, and the managers are only sales people, there not qualified at all to manage tech work.

Go a little easy on the tech workers, some of them might suck, but realize it's the company that sucks, the employees are just doing their job.
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Great employees-Jane & Clinton
Posted by Kathleencpps on 08/17/2013
These two employees (computer technicians) helped repair a computer problem I was having. I could not bring the computer into the store, so Clinton took all my intormation and made arrangements for Jane [snip] to come to my home. They both did a wonderful job in helping me. They were so polite and professional.
     
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Posted by onlooker on 2013-08-18:
this is great to read. It is nice to see a positive comment - and such good work by Staples
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Repair Work on HP Computer by Thomas B. (Senior Certified Technician
Posted by Hadleynine9 on 08/16/2013
HAMILTON, NEW JERSEY -- Although I did not meet Tom B. in person until I picked up my repaired H/P computer, I had a number of phone calls during the time my computer was in the repair section of Staples store #1590. He kept me posted on the problems that arose with repair of the 2 1/2 month old computer that had evidently been exposed to a Virus. Tom was very polite and kept me posted about the problems that occurred. When it had finally been repaired I went to the store and met Tom. He turned out to be even more personable and helpful than his calls provided. He went over a number of things that could prevent further problems with the computer and suggested a purchase of a problem solver program that would be a good purchase for the future. He enrolled me in the program and explained the usage.

Tom is a very effective member of the Staples organization.
     
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Posted by Arthur Hirshman on 2013-08-18:
I see that I made a few typing errors in my compliment to Tom Battaglia. (my COMPUTER was) is one. Another is (a purchase of a PROBLEM SOLVER PROGRAM that) Please correct if possible.
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PC Repair
Posted by Barto4210 on 07/22/2013
SEYMOUR, INDIANA -- I took my PC for virus and pop up removals. They sold me something called, "Peace of Mind" for $199. They said that I did not have to worry; if anything goes wrong, they would fix by phone.

The pops up are still there. They told me that I have to take it back. They would not fix it by phone. That is why I bought "The Peace of Mind"

I am handicapped, there is no way I can keep taking the PC to them. They
should have fixed it the first time.

     
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Posted by trmn8r on 2013-07-22:
"They sold me something called, "Peace of Mind" for $199."

You take this out of context, and it is one of the funniest things I have seen on a consumer feedback website. Fight up there with kissing at the Chili's and no waffles.

According to the Staples website, this product is as you describe EXCEPT THE MOST IMPORTANT DETAIL - it says all the services are "in-store":
http://www.staples.com/sbd/cre/tech-services/get-help-now/peace_of_mind_existing/
It appears the product was mis-advertised or there was a miscommunication.

I wish you luck in finding a solution.
Posted by Weedwhacked on 2013-07-22:
That's because there's no way to easily fix a computer by phone. Sounds like a ripoff.
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False promises from Staples
Posted by Dougobayley on 06/20/2013
SANTA ROSA, CALIFORNIA -- These people will promise you everything until its time to produce results.

My laptop has been sitting on the counter in a UPS box all day. They have lied and been deceptive since I took it in. Now they say my programs will not be on the drive even though a backup was performed prior to the repair. To make it short and avoid the sorid details..........Staples is very friendly and "can do" when you first come in the door but once they have your hardware you cease to be of interest to them. User beware....these people could care less about customer service or following through on their promises.

Update: I just got off the phone with Staples. They wiped my drive and say its my fault the programs are all gone and can not be restored even tho they did a backup before doing repairs. Nothing was ever said that they could not restore programs only data. These people are very bad at what they do. Avoid Staples at all cost.
     
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Posted by dougobayley on 2013-06-26:
In all fairness to staples the laptop seems to be operating properly. The problem is staples selling services that were not needed or in any way required. While I don't have a problem with my hardware, the way Staples goes about buisness is not really upfront. They are Deceptive and looking to take your money more than a real concern to repair you computer. Best to just go elsewhere.
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Repair Pricing
Posted by Firedan1nj on 05/14/2013
NORTH MYRTLE BEACH, SOUTH CAROLINA -- A non techie friend brought her Toshiba laptop to Staples to see what the cost would be to replace the cracked LCD screen.. The price they quoted her was $595.00 which is $200 more then the laptop cost new. When she asked why it would be so costly, the reply was merely "That's what it costs:"

I took it upon myself to write to Staples via their website and explained that I know an OEM screen would cost $75-$90 retail (after market probably $20 less) and that any competent tech could replace the screen in under 1/2 hour. I asked how it is possible to charge so much for this repair. The response I received is quote:..

"Thank you for taking the time to contact the Staples Office of The President regarding pricing for our EasyTech services. Our prices are calculated based on many different factors including parts, labor, shipping, etc. Repairs such as an LCD replacement are not performed onsite. We have an outside repair company who handles delicate repairs of this nature, and are therefore bound by the costs involved. We apologize for any inconvenience caused by this.



Sincerely,
Christopher Fernandes
Office of the President
Staples, Inc."

Inconvenience? Put right thievery is what I would call it. I took the laptop to a local computer store and the screen was replaced for $130 parts & labor.
     
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Staples tech don't know what they're doing.
Posted by Albroq on 10/21/2012
HOUSTON, TEXAS -- Don't get me wrong, I like Staples. Some of their brands are better than name brands... but the tech repair sucks!

In September I took my laptop to Staples to have it repaired. Sometimes when turn it on, I get a black screen... so to avoid the laptop crashing, I took it to Staples and paid the $69.99 fee. 3 days later they called me telling me that I need to change the hard drive and the battery. I told them to go ahead and change the hard drive but do not want the battery. After a week they called me that I can pick up my laptop. Aside from the fee, I still had to pay $120.00. 40 days later the damn thing had the same problem again. I called earlier and I was told that they only cover a 30 day warranty on labor. That means I have to pay another $69.99 to have it checked again. They should have figured out what was wrong with it in the first place. I AM SOOOOOOOOOOO NOT HAPPY ABOUT THIS!
     
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Posted by Kahula35 on 2012-11-05:
A lot can happen in 40 days. Seems that the problem is probably being caused by some other factor they can't diagnose in the store. What was the frequency of the problem prior to the fix? Seems like it would be more frequent than 40 days. Something else must be causing the problem.
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Repair service made my day today
Posted by Geneva.cheryl on 09/23/2012
LAKE STEVENS, WASHINGTON -- After downloading and installing the latest MS Windows update yesterday, the computer would get only to the "Windows resuming.." and then go directly to a black screen. There was no error message. I tried a hard reboot several times, unplugged it, let it rest, nothing helped. The machine wouldn't go into "safe reboot" mode or any other mode except black screen.

This morning I was at Staples first thing. It's the only "computer" store in my area and I was pretty certain if they were going to be able to fix it at all it was going to be too costly for me.

Handed the man my computer, he set it on the counter, did some kind of magic and the computer was running in under one minute. Then he cleaned it up for me and charged me the outrageous price of $10.85. Needless to say, I wanted to leap over the counter and give him the biggest bear hug I could. My computer is my life, especially in the winter when I am sometimes trapped inside for days at a time.

I will not hesitate to go to this store again for repair or any other reason. They are friendly, helpful w/o being overbearing, and the store is bright, clean and well organized.

     
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Posted by Alain on 2012-09-23:
It's always nice to see a compliment about a company.
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Technician Conduct Toward Customers
Posted by Ramr1138 on 08/20/2012
NASHUA, NEW HAMPSHIRE -- My laptop from HP has a bad HD and it is not loading from the start. I brought it into the STAPLES store, in Nashua, on the DW HIghway in south Nashua. It is the STAPLES store that sold me the HP laptop.

The technician was rude to me, and gave evasive answers when I asked questions about the procedure to correct the laptop problem. He noted on the form to intake the unit that the cover was dusty and had a dried wetspot on the cover. I saw no dust, but did see the dried spot on the cover, and noted that the spot was dried and never flowed from the middle of the cover. The unit was purchsed on or about the 24th of April 2012. The unit has a 36 month warranty I paid for at time of purchase. It has been a week, and no info concerning the method to repair, or anything else to reassure that the laptop would be returned asap. I need it repaired (HD) as I use it daily on personal and business matters. The promised telephone update was promised, but 8 days later I have not received any phone call. The technician is named Bryan!
     
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Posted by prince caesar on 2012-08-21:
Sounds like a guy with a power trip.....if he refuses to fix it, talk to a manager. If they refuse to fix it, file a lawsuit.
Posted by Mike in FL on 2012-08-23:
You say that you bought a "36 month warranty". A warranty only covers manufacturer's defects, not problems caused by external issues. If what you have is in fact a protection plan or something similar, then you might have something. By law, you're supposed to be provided with a copy of the terms and conditions of whatever it was you purchased from them to cover repairs.

If you still have your copy, read through it very thoroughly. If you were not issued one, I advise getting in touch with their corporate offices and ask for a copy of whatever T&C (terms & conditions) was current for the date the computer was bought. Have them look through their records to find just what it was that you purchased so that everybody is on the same page and there's no miscommunication and no misunderstanding.
Posted by Kahula35 on 2012-09-05:
So wait the store took the laptop in but what was the promised procedure? If you purchased a 3 year protection plan with Staples you the customer have to call a 1-800 number to make a claim and then can bring the laptop in for repair if they so advise you to bring it to the store for facilitation. The Techs should have walked you through this and will even participate in the call when needed.

If the warranty is through HP then thats a different story. Staples will at times facilitate an HP warranty but this is less and less a practice because HP is difficult to work with. We Techs will actually do the leg work for you and process your warranty claim. We box the laptop and ship it to HP and receive it back for you. The problem with this is that Staples gets next to no payment from HP for this service and when customers get angry they come to Staples, not HP, when in fact Staples can't do anything. My Staples store won't even bother with HP warranty claims anymore because HP screwed 2 of them up badly and left us to deal with them so we just stopped.

With Staples protection on the other hand the store should have directed you to call the Support line and have them tell you what to do. If it was a Staples Protection and the store did take it then they are probably just facilitating it for you. It's possible that the insurance company mandated the laptop be sent out for repair rather than allowing the unit to be repaired in store. This happens a lot.

As to the Tech noting that their was a liquid stain on the cover is not surprising at all. All Techs should or do note down all aspects of a machine at intake for insurance purposes. This is to protect Staples from being accused of damage to a computer under our care which was not our doing. I have had customers try to pull fast ones on me before and then I can pull out the paper work and show them it was noted on there. There is no way to alter the "condition report" once a computer has been taken in unless we change the work order number. So noting the spill stain is normal and is just in case you try and claim Staples spilled something on the lid. It would be no different if you had missing key son the keyboard, scratches, dirt stains, etc. We note all of this to protect ourselves from customers trying to get free service.
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Computer Repair - Buyer beware
Posted by Bonnieglim on 07/18/2012
MT PROSPECT, ILLINOIS -- After my Dell laptop overheated, I brought it into Staples for evaluation and asked them to remove a system disk that I had put into the disk drive. They told me that they connected it to some tools that evaluated the system, and that the motherboard needed to be replaced. When I asked what that would cost they told me it would be about $400. I can buy a new computer for a little more!

They had stated that they had my disk and I could come and pick it and the laptop up at any time.

When I arrived they did not have the disk. They looked for it and after about I week I suggested that they look in my laptop, maybe they did not remove it.

The tech started to dismantle the laptop from the bottom, only to learn that you can only reach the cd drive from the top. After another couple of days they called me and said they found the disk in the laptop.

When I went to pick up the laptop this time I noticed the powerlight was on. I was able to logon to the system, but the built in mouse was not functioning.

The manager told me that if they fixed this that the motherboard may not work, and that it was up to me if I wanted to take the risk. I was upset because the mouse had been working just fine when it overheated and it was their activity that caused it to break. Another 3 days to get this fixed, but I went home happy. The laptop was working.

I removed the battery from the laptop and that has eliminated the overheating problem.

If I would have listened to Staple's evaluation I would be out $600 - $700 for a new laptop.

I would not recommend taking your pc or laptop to Staples in Mt Prospect for repairs or evaluation. I do not think their staff is qualified to work on computers. Their management does not take ownership of problems caused by the staff.
     
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Posted by trmn8r on 2012-07-18:
The "we repair computers" sign went up on my Staples building, and I snickered. The computer sales area is always barren of activity, and the employees seems disinterested and distracted. It simply isn't the place I would consider taking a computer for repair. Maybe there is a staff of competent techs in a room in the back, but I am doubtful.
Posted by Dakota1015 on 2012-07-18:
The internal mouse or touchpad is often attached via a ribbon cable that is hardwired or soldered to the motherboard. If the "tech" didn't know this (in other words didn't know what they were doing), it is very easy to pull this ribbon cable loose from the motherboard when removing the top cover. Resoldering it would be nearly impossible due to the tiny size of the pins, and would likely damage the mother board. This is probably what happened. Stores like Staples do not pay enough for qualified technical people to work there. Ask to see their "tech's" certifications.
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