Staples Computer Repairs

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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:

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!!!


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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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":
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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Staples EasyTech computer repair - A BUST
Posted by Beaconjulie81 on 02/16/2010
EasyTechs virus removal and optimization services are not worth the $169.99 I paid for them. This service was offered on existing machines my family owns at the time I purchased a new laptop from the guys here at the store. Needless to say, the customer service after the computer was purchased and they had my almost $200 for the repair, completely dropped off. Not to mention, the machine, which had been repaired, still had traces of a trojan vundo on it.

With the economy and everything I cannot afford to purchase more services to repair the already 'repaired' laptop. I did a search for online companies that can perform repairs via internet services. I was able to come across a company that did connect to my machine and clean up easytechs mess. Luckily, this only cost me $104.99 compared to the almost 200$ at Staples. Secureremotesupport.com was the company that did it. The technician was very friendly, and was able to perform the repair on the spot. Wait times were a big thing to me, because as you know it, most computer repair shops turn around time is TWO WEEKs.

24 Hours was a much better sounding arrangement to me. Secure remote supports techs took care of me, and I'm sure they will you. My best suggestion would be to at least look around before you make a decision on a company.
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Posted by boB@Staples on 2010-02-25:
If that virus was not completely removed, you could have brought back that unit and it would not have cost you one red cent more than you paid for the service originally.

Now, on the other hand, if the system was re-infected after it was cleaned up, you would owe for another virus removal.

Just curious ... do you have limewire installed on your system?
Posted by easytechguy on 2010-03-22:
i work as a 'tech' at staples. to be honest your experience isn't that unusual. the 'techs' at your local easytech counter are largely untrained....virtually no one working at a staples is even A+ certified. what we are trained on is how to charge customers, the fixing part is very hit and miss. frankly the 'techs' have no tools to remove a virus, this is a fact well known within the company-we are urged to do system restores if the norton technician toolkit(a useless piece of software) cannot remove viruses.

so what happens when you come in...we nod and say of course we do virus removal, charge you then we go about our actual work-selling to customers on the floor, stocking products, doing pull lists-searches for products. after awhile someone will run a norton technician toolkit scan and determine that yes indeed your pc has viruses-now at this moment keep in mind we have no tools to actually remove viruses. so the 'tech' will use whatever tools he/she can find on google related to your virus and run scans and 'removals', keep in mind this whole time the 'tech' is answering every phone and store customer question and complaint while doing tasks.

so the computer sits at the store for three days with really nothing being done...in fairness how could anything be done-we have no training. then when you start getting antsy you call the store and we dodge and try to put you off for another day...then when the moment of truth(you want a refund) hits we tell you it is too infected and needs a restore or the hard drive is bad or some other excuse. staples easytech in short-full charges delivered by people with no training.
Posted by Habitual Cynic on 2010-12-18:
To boB@Staples:

You expect us to believe your statements? Let me ask: Just WHO determines whether a virus is "new" or incomplete removal? (Which, that statement-"not completely removed"-is INSANITY, in and of itself...any GENUINE tech with REAL skills will insure that all traces of malware are gone.) I'll bet a million bucks that fully 90-95% of "returns" for "re-infections" get charged again, even if discounted.

You obviously have no clue how malware REALLY works...any tech worth a damn knows that the ONLY way to truly disinfect a system is to make use of a boot CD equipped with AV tools...the support.com "online virus removal" program used is the definition of a joke.

Easytechguy's response is spot-on...as a tech/admin with 20+ years' experience who got laid off in the economic crash of '08, I took a job as an ERT, thinking I could genuinely help customers...boy was I wrong! Further, this scummy outfit doesn't even mention the whole "sales" aspect of the position prior to hire...and our store's ET "expert"? She couldn't even explain the basic differences between IDE, SATA, and SCSI drives...or the upper limits of addressing between 16, 32, and 64-bit systems; forget A+--these are basics a "D-" tech should know!

At Staples, it's all about SELL-SELL-SELL...push those bogus "technical service plans" that have so many disclaimers and legalese that a Supreme Court justice couldn't decipher. Worse yet is that a tech is not judged on their tech skills, but rather how much junk they can sell or "attach" to a sale-"market basket" ring a bell, Bob??? Of course, this horse manure is not mentioned in the hiring interviews or training...but once you're working, the pressure never ends.

And, let's be honest here: REAL techs choose that profession because it's what they love to do...they're working in a "black and white" environment, and love to solve computer problems. Their skills usually do NOT include ripping off people, or selling...and we're willing to work for peanuts, IF we're doing what we love.

EasyTech and GeekSquad are the most scummiest outfits imaginable; the average consumer would be far better off taking their system to a genuine, legitimate local computer repair shop, instead of a retail store who's SINGULAR focus is how much up-selling they can hammer you for.
Posted by madconsumer on 2010-12-18:
best answer boB@Staples!!!!!
Posted by Kyocere on 2011-01-28:
I would love to chime in here. Many of the customer that get viruses are un-informed and just plain ignorant. We do the removal then they take their pc home and download the same stuff, and go on the same website that got them into the mess. Being a tech and knowing what goes on, we do a heck of a lot extra then just "removing the virus" including a tune up in the process. When we do get people returning in my store, I re-open their old work order and redo the service for FREE, every single time regardless of how I believe they got the new virus.

Ignorant people give good companies a bad name. That is more of a fact then the complaints in here.
Posted by OS associate on 2012-02-20:
there are good and bad comments in here. I agree with bob to an extent. yes, they could come back in to the store and have them remove the virus if it wasnt fully removed the first time. but in order for staples to keep their image for customer service, the manager will have to play nice for the customer and just let them remove the new one too if the customer complains enough.
and no, you dont have to have limewire on your computer to get new viruses. there are plenty of stuff on the internet that could get your computer get infected. social media sites and porn sites are the main ones. but you can also get one from other sites too.
easytechguy, you're right, there is no training on some of the tech work jobs and virus removals. its mainly selling techniques and product knowledge, and if you pass your cert test, you get some BASIC trainings. not enough to say your a TRUE tech. however, if your ERT waits 3 days before even starting the work, then there is something wrong with him/her work ethics and with the managers involved. our techs ALWAYS start at the latest 2 days in.
kyocere, you are right, ignorance is what kills companies' names. however, if some more important info were given to store level employees, MAYBE WE wouldnt talk bad about them.
and habitiual cynic. you are also right. it's all about selling. even if you are an ERT, you have to keep you average weekly market basket up to at least $200, or you dont work there. this is where best buy excels because their techs are separate from the sales people. if staples chimed in and spent some money, they could REAL techs to work there and get stuff done CORRECTLY so that all this talk about how staples doesn't have good tech service can diminish. but as far as the whole Sales aspect not mentioned in the hiring process, you should read the qualifications and expectations on the application. it can't stress enough about sales. in fact, the only ET position that doesnt mention about knowing anything tech is the ETE
Posted by asdf on 2012-05-15:
Honestly, as with any service-related job, it depends on the experience and integrity of the person doing the work.

I'd liken myself akin to those "real techs" like cynic above stated: genuinely interested in technology with a college education, multiple certifications, and years in the field. I stay up every night tinkering around on systems just for fun.

I work with 4 other technicians, only one of which is A certified (which doesn't mean you know much, anyways). They're good sellers, telling clients we'll solve all their issues and whatever else they want to hear. The females we have can bat their eyelashes and convince middle aged men they need $300 in unnecessary parts and services within seconds. All of their collective knowledge couldn't figure out the simplest of issues, though.

The most recent example I can recall was that a system went an entire week without anyone figuring out why Windows wouldn't install on a brand new hard drive. I sat down with it for 10 minutes and all that needed done was changing the onboard HD controller settings from SATA to IDE within BIOS.

As the most experienced tech we have, I end up responsible for the majority of systems brought in. The intake technician never fails to make outlandish claims and promises to the client, then I'm the one stuck on the receiving end of a verbal lashing whenever I have to make a call explaining they were sold the wrong service, or that the service cannot be completed on time, or even at all sometimes.

Another example: A client brought in a PC that didn't power on. She was sold a $70 diagnostic service, which another tech concluded as a dead PSU. She was sold a new PSU with a $40 installation fee. It turned out to be a motherboard issue which should have been caught during the diagnostic service, and the other technicians failed to inform her of this for nearly a month. I was fed up with the other technician's incompetence and called the customer myself, explaining the situation. I offered a partial refund and the option to back up her hard drive to DVD's at no additional charge (regularly a $70 service), but I still do not feel like that made up for the wait and hassle she had with other technicians.

Posted by DCX on 2012-06-20:
RE ASDF: Switching the bios setting for the sata controller from data to ide may have allowed you to install windows....(assuming windows xp) but will impact performance. You still could have installed windows by leaving the bios setting to sata (ahci) as long as you downloaded the correct driver to be used during the F6 stage of installing windows xp to insert additional drivers so the installer can use the controller, and see the hard drives attached while benefiting from the speed/performance of having AHCI enabled. Another item you could have done was used Nlite to integrate the F6 driver. A little more work but, thats how that should have been done. Although in a hurry or uneducated switching from Sata to IDE will allow windows to install at the cost of a decrease in I/O performance due to running the sata controller in IDE (compatibility mode) vs SATA (AHCI)
Posted by Jerry on 2013-03-08:
I'm an easy tech associate and i know at my store everyone works as hard as possible on these machines with the tools we're given. We know the ovr is a joke and always do double checks on machines and reconnect to the ovr if necessary. Granted not everyone is a certified and it's stupid that even if you are you have to take staples stupid certification but overall techs go behind managements backs to do everything possible to make sure everyone who walks out that door is satisfied. Unfortunately with the nature of infections and the strict deadlines we're given it's hard to remove some infections totally. And they don't tell you before you're hires that even though you applied to be a tech working on computers and you're a certified that you have to wait many months before you can actually do tech work
Posted by Hilarious! on 2013-06-25:
I really wish I had read reviews about the Staples Easy Tech before buying their extended coverage for my computer. I bought a desktop in December and it started crashing in January. I took it to Easy Tech at Staples.

First they said it was a virus, which the “removed”. I took it back and it crashed again the same day. This time they told me I had a bad hard rive. After they eventually “replaced” and reloaded the software. They gave it back to me and it crashed as soon as I plugged it in. This time they said it was a bad RAM. Same thing happened again after they “fixed it”.

At this point they should have just given me a replacement computer, but they refused, insisting they had the right to keep trying to service it. The next time they said it was a bad power supply. At this point I have had use of my computer for 3 week out of the 4 months that I have owned it. I got it back again two weeks ago, and before I even left the store, I tested it out there and there, and it crashed again. I gave it right back to them.

It has now been two weeks and, after 5 phone calls asking for a status. At this point, I got so fed up with the "Easy tech" trying to service my computer that I had to go in search of someone else to fix this. NO ONE in their right mind could possibly deal without having their computer for this long. I found safepcfix.com a place that does online computer repair. The support staff there assured me over the phone they could fix it right away. After explaining everything that Staples did, the safepcfix guy logged into and changed some hardware settings. Its been 3 days and I havent had a single crash. Apparently, "the drivers" werent installed correctly.

I am never buying computer from Staples again, and would not buy their Easy Tech Support extended service plan if you put a loaded gun to my head! If you need a computer repaired, DO NOT GO here either. It will be weeks and a big headache before you get your machine repaired correctly. Think about it... Do you really want a high school kid working on your computers?!
Posted by Annonymousesytech. on 2013-07-05:
STaples is a sham. I am current
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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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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.

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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