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.
FOUNTAIN VALLEY, CALIFORNIA -- I can't thank ** enough. I had an issue with my All-in-One computer that I purchased at Best Buy. It was a touch screen and it became obsessed and would do things on its own. I took it to Best Buy, it was under warranty, and they couldn't figure it out and quoted "we've never seen this" and said it must be a hardware issue and it was going to cost me a lot to fix it. I wanted a second opinion, so I brought it to ** at Staples... it's where I had purchased my laptop from years ago. ** figured out the problem in 5 minutes.
The touch screen was the issue, not the hardware. He was able to disable it for me to go back to Best Buy and deal with it. I also brought my laptop into Best Buy to see if they could fix my USB port, the laptop had fallen with a thumb drive in it. Best Buy told me it was unfixable and that it would be better to just buy a new computer. Fast forward a couple months, and my laptop hadn't been used, so when I turned it on, it had over 48 updates and I couldn't do it. I called ** at your location, and he remembered me (that was a good feeling) and said he's take a look at it.
That very same day, he called to let me know the bad news... it wasn't working, but with a new hard drive it could. He fixed my laptop, upgraded it from a Vista to Windows 8 (he said it was a good enough computer to be able to do it AND fixed the USB port without a problem). Now I'm back up and running thanks to **. If I ever have any issues - I'm returning to **. He always answers my questions and gives me the solution not just the "Hard Sell"... even the little of questions.
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.
TOMS RIVER, NEW JERSEY -- I was struck with a deadly VIRUS a week ago. My internet provider is Comcast. I pay each month for computer assistance. I had called 1-800-COMCAST for assistance. I was attached to a tech in Fla. This person may have been a politician by the way she danced around my problem. She finally said she could not me. So she transferred me to a Tech in Texas. That person could not help either and transferred me to Kentucky. It gets better - I was transferred to the Philippines... no luck then to NJ - they tried but no luck - so I was transferred to Missouri, then back to the Philippines again. There I spoke to a tech that tried to help.
I had told each of the spots I was transferred to that the female in Florida had started a service ticket and told me it would cost $199 to have a Service Tech come to my home in New Jersey. Back to the Philippines, this Tech was very helpful and tried to do something. But when he checked there was no info concerning my problem. I was told it would cost an additional $99 to expedite the home visit. This all happened over the course on 1 hour and 10 minutes. A total of $298.
I then hung up and went to STAPLES!!! What a good move. There is where I met **. He saw that I was extremely upset. He spoke to me and not at me. He explained the policy of the store for repairs. He suggested the best plan and after his explaining what it covered, I choose that plan. ** had found almost 200 affected items on my computer.
In my estimation, ** is a Doctor of Computers. The expertise that he showed was nothing less than spectacular. Knowing exactly what to say to the customer, calming the customer and reassuring the customer that "All will be OK". Boy, what a representative for your organization. I would put ** in the Outstanding Employee of the Month status.
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.
LAKELAND, FLORIDA -- I bought a Toshiba laptop from Staples in June 2013. It has consistently given me problems. The main one is that it sporadically won't connect to our WiFi. We have an old computer that is falling apart that connects every time, so I know it's the "new" computer. We have the protection plan, which cost us $150.00. I understand now it costs half that.
We have taken it back to the techs numerous times, and they keep saying it's something different that is causing the problem. They refuse to honor our protection stating that they will give us a full refund if they can't fix it. They offered us $100.00 off on a new computer though! HA! I told them I wouldn't buy another computer from Staples! At this point, I wouldn't buy a piece of paper from them.
GREENVILLE, TEXAS -- My wife took our computer in for removal of a virus. She was told it would cost 70.00 for a diagnostic test. She told the associate that was fine if that price would fix it. The associate assured her that it would be fixed for that price. The next day she received a call stating the motherboard could be bad (145.00) or the fan could possibly be bad (69.00). She told the associate that was not what she was told and I picked the computer up the next day. I filed a complaint that day. 48 hours later, still no response.
CONCORD, NEW HAMPSHIRE -- I ordered a Toshiba laptop (on sale beginning Sunday) early Sunday a.m. online and also reserved one at another Staples store to make sure I got one. Well, I went to the store to look at the laptop and they did, in fact, have one with my name on it. However, the tech guy told me that since I had also ordered one online I should take my name off the laptop in the store. Sadly, they did not have one on the floor for me to look at so I went home empty handed. Monday I got an email from Staples.com saying they were all out of that particular Toshiba laptop (still on sale for the week) and they could substitute another model with a slower processor for more money!
Needless to say, I was very frustrated. On Friday of the same week I passed another Staples on my way home from the other side of the state in Concord, NH. I was looking at different laptops when Mark **, asst. Mgr. asked if he could help me. I explained my whole Staples and Staples.com saga to him and he said he would call around to other stores to see if there were any left. I should add that Mark was the only manager in the store at the time and kept getting phone calls but still took the time to help me.
A few minutes later he came out with the exact Toshiba laptop I had ordered and reserved. I was so happy I almost cried. Mark ** is an exceptional employee and has restored my faith in Staples. I will only go to the Concord, NH store from now on.