KEENE, NEW HAMPSHIRE -- We purchased a Canon printer at Staples and a SquareTrade protection agreement. We had problems with the printer and went through the steps required to make a claim, all within the covered period. It was very stressful working with SquareTrade -- I was not able to make any progress.
I went to Staples in person with my receipt and SquareTrade information. Mobile Tech Supervisor Jay listened to my situation and looked at the paperwork. He called SquareTrade -- was on hold for a while and then explained that I was eligible for the claim I filed. Jay succeeded in getting SquareTrade to reimburse me in accordance with the claim. Jay went above and beyond to help resolve this matter, and he was patient and professional through the entire transaction.
YUMA, ARIZONA -- I was truly hoping that we could depend on Staples to clean up our computer when it was running so slow. We travel in our RV, and I wanted to give Staples a try so we could continue using their service as we travel. We took the computer in and asked them to "clean out the unnecessary garbage and the start up folder," and diagnose what was causing the freezing and slow performance. They did nothing to clean out the unused programs, and their diagnosis came back that the computer had 2 viruses, even though Norton was installed and active on this computer.
They charged more $$ to purchase a plan giving us the privilege to bring it in to take the viruses off for the next year. Because I was out of town, my husband believed them and went ahead with their advice. A month later, when we landed in FLA, and the computer was still doing the exact same thing it had always done.... freezing and slow. I took the computer back to Staples here. This time, the service department said it is obviously a RAM issue, and needs to have at least double the RAM put in. Another $200 expense. There was NO question on my part that this computer DID NOT have viruses. I KNEW that was not the problem.
You have lost a customer now. I had been warned of the lack of knowledge and poor quality of Staples' computer service department, but wanted to give it a try. I did. NOTE: I rated this 2 Stars, rather than 1 Star, because the service person here was wonderful; but I'm not putting more $$ into this computer after paying for unsuccessful service in Yuma and paying for unnecessary Virus Protection that did not solve our original issue.
LINCOLNTON, NORTH CAROLINA -- On July 6, 2015 I took my Toshiba Satellite L75 laptop to get it fixed. When I turned it on, I just got a box that said "hard drive recovery in process" and nothing I tried would get it to boot to Windows (8.1). I took it to Staples in Lincolnton, NC to get it looked at. The man at the service desk ran a scan on it and discovered all that was wrong was registry errors. They kept it overnight and next morning called me to tell me it was fixed! It only cost me $29. I had been told by another service I called that it would be close to $200! I don't know about anyone else, but the people in Lincolnton know what they are doing. I will be using them for all my computer services from now on!
TRAVERSE CITY, MICHIGAN -- My complaint is simply not having decent customer service in our local store. In the past, it was a pleasant retailer to do biz with. However, over the past year or so it has been sorely lacking. The only thing I can think of is the previous manager is no longer there (he was always extremely friendly and helpful and the store was staffed well and seemed to run smoothly).
Yesterday I was in the store and there was some definite drama. The manager even had tears in her eyes. The guy at the counter said there were huge turnover problems because of the manager, which was a little shocking to hear from an employee, but I had to agree with him as I had noticed a lot of people quitting including a very nice asst. mgr and a very qualified computer tech among others.
I stood in a line of over 10 people waiting to check out with a single printer cartridge. I saw only 4 employees in the store -- only 1 at the register. The print counter was not staffed and there were people waiting there as well. Then I saw the new manager come up front with a huge SIGH and she opened another register, but I noticed how annoyed she seemed to be. Anyway, I'm probably going to be going somewhere else for my supplies as this store doesn't seem to be getting any better. Too bad corporate can't do a better job in managing their individual stores.
CLEARWATER, FLORIDA -- I have been a customer at the Staples store, 1544, 30190 US Hwy 19, Clearwater FL 33761 over the past 18 months. Specifically accessing the outstanding and knowledgeable computer tech support provided by **. He has updated my computer and provided needed computer repairs, Mr. ** is very knowledgeable and has exceptional customer service skills.
He is a good listener, provides beneficial information and makes needed repairs in a most timely manner. His positive manner and sincere concern and attention to detail is exceptional! Because of his excellent service, I will continue to use his tech help as needed in the future. I also have recommended him to others who need computer repairs. I do hope he will be recognized for his outstanding service. He is truly an asset to Staples.
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.
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, i.e: phone numbers.
I called the Office of the President, ** and spoke to **. 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 ** and no call back.
Today I left a message and no call back, but I did get an email from **. 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 **.
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 **. 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.”
OCALA, FLORIDA -- After visiting with the Ocala Florida Staples Store I have to compliment one of their Easy Service Tech, Ryan ** who has literally saved my computer twice. Each time that I brought my computer he has fixed the problem within 48 hour with no problem. I will only bring my computer to him, I trust his work and highly recommend him to all.
CRANSTON, RHODE ISLAND -- Over a period of several months technician Joe ** has provided competent, timely and courteous service around a variety of issues I have had with a PC and now a laptop. I am certainly motivated to return to Staples when I have issues with my computer and other technology.
NORTH ANDOVER MA 01845 -- Congratulations to Henrique **, Matt ** and Edward ** for the excellent advice that each gave to have a corrupt hard disc firstly diagnosed, tested and then replaced. The repair was critical as my son needed his laptop for his exams. Each person showed concern for the importance of the repair. Each person provided appropriate input to the solution. Finally, all three acted as a team to provide a solution to the problem. Thank you all for the service that you provided.