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Target - Deceptive and Fraudulent Sales ~ Corporate Doesnt Care
Ipad REPLACEMENT policy - Complaint
Review by kellywoodworth on 2013-01-02
Rating: 
PENSACOLA, FLORIDA -- January 2, 2013
I am writing to inform you about the deceptive business practices which Target employees are practicing to sell extended warrantys to customers. Unfortunately I was a victim of their unscrupulous practices.
Let me begin by saying that I am a single mother, raising 3 children on my own. My eldest son has Autism. I was looking to purchase an Ipad for him to help with his communication and social skills. Other than price, my main concern when purchasing an Ipad was a replacement plan. Since my son would be using this on a daily basis, it would need to be replaced quickly if something should happen to it, so as not to upset his routine.
On June 1, 2011, I had taken my son to the neurologist in Pensacola, Fl and we had spoken about the benefits of Ipads with Autistic individuals, and I decided that it really would be a benefit for my son. After the doctor’s appointment, I took my children to the Target that was located right down the road from the medical office. The sales associate in electronics was a young man and he seemed very pleasant and eager to help me with my purchase. I told him the reason I wanted an Ipad, what I was looking for, and asked him specifically about warrantys and replacement plans. The employee told me that for an additional fee, Target offered their replacement plan on electronics, and if something should happen to the Ipad I would call the 800 number, and then they would send me a package to return the Ipad to them, upon receipt of the Ipad they would mail me a gift card for the original amount I paid for the item and I could return to a Target store and purchase a new Ipad. ( I told him that I knew Best Buy had a replacement plan available where I could take a broken Ipad in and exchange it for a new one. ) I asked to see the plan, and he handed me a small packet for a 2 yr replacement plan. I opened up the packet, and read indeed that it did say replacement. When the salesperson rang up my purchase, the first time he tried to scan the plan, it wouldn’t take it. He tried it a couple of times and them called for assistance. Another associate came over, and told him that the plans were based on value of the product, so there was a separate card for tablets, laptops, etc. and got him the ‘correct’ one. This time it scanned in fine. I was a little concerned that the price of the plan was $119.99 in addition to the $699.99 I had paid for the item itself, but the associate assured me that if anything happened, it really was a good investment and I could send the broken item back, get a gift card and buy a brand new Ipad. Besides, if I was going to be investing in this for my son, I really need the assurance of quick replacement if something should happen. I paid for my purchase, put the receipt and service plan in the Ipad box and was anxious to get my son started on his Ipad.
Unfortunately last month the Ipad screen was broken. I was upset that my son’s Ipad was broken but very glad that I had purchased the replacement plan at the time. So, on December 28, 2012 I went online to the internet address listed on the plan packet and filled out all of the information abut the damage to send the broken Ipad back and expedite the product return and replacement. A little while later I received an email from Warranty Logistics stating that they would send me labels and packaging to ship the item back and then it would be another 4-5 days for typical repairs but they would call me if it would be longer.
I immediately called the company and told them that this was not what the employee had sold me. I definitely asked if it was a replacement plan and the Target employee assured me it was, I even checked the packet before purchasing (not remembering that he actually had to ‘switch’ to the ‘correct’ replacement plan to scan it). The service representative at Warranty Logistics told me that they do not offer ANY replacement plans on the Ipads. I was informed that they would repair it, they didn’t know how long it would take and that was all that they would do. My problem is I NEVER would have purchased a repair plan! I do not want it repaired. I want it replaced, which is what I thought I was buying before the employee pulled the ‘bait and switch’ sales tactic.
I was FURIOUS, and I still am. This is NOT what I was told I was purchasing. Target employees are intentionally deceiving customers and essentially stealing from them… they are taking money and offering a product which does not exist and are substituting a repair plan for a replacement plan at a ridiculous cost. I NEVER would have purchased this item from Target. I would most certainly have purchased the Ipad and replacement plan from Best Buy (located nearly across the street) if the sales person has not deceived me!
I have made several calls to my local Target Store, to the Warrantee Center and to Target Customer Service 800#. My son is very upset about his Ipad being broken and I am getting no help from anyone at Target who is willing to do the honorable thing and provide honest service.
Just this morning I have called three local Target stores and spoke to sales associates in the Electronic’s Department to inquire about purchasing an Ipad and a replacement plan. Two of the three associates I spoke with offered me the $119.99 Replacement plan and told me that if something happened, you just call the 800#, return the item and they send you a gift card. I am documenting the associated names, times I called and store locations. Target employees are offering this plan which according to the Warranty Logistics does not exist, and are selling an inferior service plan under false pretenses to unsuspecting consumers! Something needs to be done about this.
I just finished speaking with Derek, The Supervisor of Target Guest Services in the Minneapolis headquarters who informed me that apparently there is a lack of training with their employees. However, he has no intention of doing anything to correct my situation. He does not feel Target has any obligation to correct the deception of their employees. Buyer Beware because Target does not train their associates and they can say what they want and do what they want and as long as Target has your money, too bad for you!
I am writing to inform you about the deceptive business practices which Target employees are practicing to sell extended warrantys to customers. Unfortunately I was a victim of their unscrupulous practices.
Let me begin by saying that I am a single mother, raising 3 children on my own. My eldest son has Autism. I was looking to purchase an Ipad for him to help with his communication and social skills. Other than price, my main concern when purchasing an Ipad was a replacement plan. Since my son would be using this on a daily basis, it would need to be replaced quickly if something should happen to it, so as not to upset his routine.
On June 1, 2011, I had taken my son to the neurologist in Pensacola, Fl and we had spoken about the benefits of Ipads with Autistic individuals, and I decided that it really would be a benefit for my son. After the doctor’s appointment, I took my children to the Target that was located right down the road from the medical office. The sales associate in electronics was a young man and he seemed very pleasant and eager to help me with my purchase. I told him the reason I wanted an Ipad, what I was looking for, and asked him specifically about warrantys and replacement plans. The employee told me that for an additional fee, Target offered their replacement plan on electronics, and if something should happen to the Ipad I would call the 800 number, and then they would send me a package to return the Ipad to them, upon receipt of the Ipad they would mail me a gift card for the original amount I paid for the item and I could return to a Target store and purchase a new Ipad. ( I told him that I knew Best Buy had a replacement plan available where I could take a broken Ipad in and exchange it for a new one. ) I asked to see the plan, and he handed me a small packet for a 2 yr replacement plan. I opened up the packet, and read indeed that it did say replacement. When the salesperson rang up my purchase, the first time he tried to scan the plan, it wouldn’t take it. He tried it a couple of times and them called for assistance. Another associate came over, and told him that the plans were based on value of the product, so there was a separate card for tablets, laptops, etc. and got him the ‘correct’ one. This time it scanned in fine. I was a little concerned that the price of the plan was $119.99 in addition to the $699.99 I had paid for the item itself, but the associate assured me that if anything happened, it really was a good investment and I could send the broken item back, get a gift card and buy a brand new Ipad. Besides, if I was going to be investing in this for my son, I really need the assurance of quick replacement if something should happen. I paid for my purchase, put the receipt and service plan in the Ipad box and was anxious to get my son started on his Ipad.
Unfortunately last month the Ipad screen was broken. I was upset that my son’s Ipad was broken but very glad that I had purchased the replacement plan at the time. So, on December 28, 2012 I went online to the internet address listed on the plan packet and filled out all of the information abut the damage to send the broken Ipad back and expedite the product return and replacement. A little while later I received an email from Warranty Logistics stating that they would send me labels and packaging to ship the item back and then it would be another 4-5 days for typical repairs but they would call me if it would be longer.
I immediately called the company and told them that this was not what the employee had sold me. I definitely asked if it was a replacement plan and the Target employee assured me it was, I even checked the packet before purchasing (not remembering that he actually had to ‘switch’ to the ‘correct’ replacement plan to scan it). The service representative at Warranty Logistics told me that they do not offer ANY replacement plans on the Ipads. I was informed that they would repair it, they didn’t know how long it would take and that was all that they would do. My problem is I NEVER would have purchased a repair plan! I do not want it repaired. I want it replaced, which is what I thought I was buying before the employee pulled the ‘bait and switch’ sales tactic.
I was FURIOUS, and I still am. This is NOT what I was told I was purchasing. Target employees are intentionally deceiving customers and essentially stealing from them… they are taking money and offering a product which does not exist and are substituting a repair plan for a replacement plan at a ridiculous cost. I NEVER would have purchased this item from Target. I would most certainly have purchased the Ipad and replacement plan from Best Buy (located nearly across the street) if the sales person has not deceived me!
I have made several calls to my local Target Store, to the Warrantee Center and to Target Customer Service 800#. My son is very upset about his Ipad being broken and I am getting no help from anyone at Target who is willing to do the honorable thing and provide honest service.
Just this morning I have called three local Target stores and spoke to sales associates in the Electronic’s Department to inquire about purchasing an Ipad and a replacement plan. Two of the three associates I spoke with offered me the $119.99 Replacement plan and told me that if something happened, you just call the 800#, return the item and they send you a gift card. I am documenting the associated names, times I called and store locations. Target employees are offering this plan which according to the Warranty Logistics does not exist, and are selling an inferior service plan under false pretenses to unsuspecting consumers! Something needs to be done about this.
I just finished speaking with Derek, The Supervisor of Target Guest Services in the Minneapolis headquarters who informed me that apparently there is a lack of training with their employees. However, he has no intention of doing anything to correct my situation. He does not feel Target has any obligation to correct the deception of their employees. Buyer Beware because Target does not train their associates and they can say what they want and do what they want and as long as Target has your money, too bad for you!
Comments:
Posted by trmn8r on 2013-01-03:
Aren't the terms of whatever plan you purchased in writing? It is what is on paper that matters, not what someone tells the customer.
I'm surprised that they will cover a broken screen - you may not have the replacement plan you believe you were sold, but most often warranties on electronics do not cover broken screens.
The company obviously does not have the same appreciation of the distinction between replacement of the product and repair. I can see both sides on this one. Hope you get a working one soon - I just saw a report on how helpful these can be to children with autism.
I'm surprised that they will cover a broken screen - you may not have the replacement plan you believe you were sold, but most often warranties on electronics do not cover broken screens.
The company obviously does not have the same appreciation of the distinction between replacement of the product and repair. I can see both sides on this one. Hope you get a working one soon - I just saw a report on how helpful these can be to children with autism.
Posted by DebtorBasher on 2013-01-03:
8er, 8er, my 8er...it's true...my Niece's little boy has autism and my sister is home schooling him. She bought him an iPod last year and he is doing great with it. It helps him a lot with his schooling...but it doesn't take place of 'good ol' fashion' schooling, he still has to read REAL books and study from them.
Posted by JISCal2 on 2013-01-03:
I've learned the hard way that the only things that should be purchased at Target are items like toothpaste, deodorant, house cleaners, etc. NEVER buy anything at Target that there is any chance you may need to return, get warranty service on, etc.
Posted by Churro on 2013-01-03:
I gotta to agree with JIScal2 on this one. I'd rather get a root canal before the advent of modern pain killers than have to deal with a Red Shirt on a return. ya know at least the root canal is productive. I've heard it said before somewhere or another that savvy consumers avoid Target and by golly you should too.
Posted by At Your Service on 2013-01-03:
I've got to agree with trmn8r once again, as I was thinking the same even before reading his remarks.
I can see your frustration Kelly and don't necessarily disagree with your remarks however many plans have no intention of covering a broken screen. The fact that Target seems to be covering said damage, to me, is more of a compliment than a complaint.
As one that regularly touts exactly what you've done; that is, shop the warranty coverage along with the purchase of the merchandise, I'd compliment your actions.
I'd point out something that I think your review does not consider, however. Replacement plans are just that -- a one time replacement of a product. Whereas a service program guarantees the unit for a specific length of time. The consideration is that, after the Ipad is returned, you may still have coverage on the merchandise in case this happens again. I'd get a written statement of the terms and conditions to know exactly what to expect. Please let us know, as I would very much be interested.
I can see your frustration Kelly and don't necessarily disagree with your remarks however many plans have no intention of covering a broken screen. The fact that Target seems to be covering said damage, to me, is more of a compliment than a complaint.
As one that regularly touts exactly what you've done; that is, shop the warranty coverage along with the purchase of the merchandise, I'd compliment your actions.
I'd point out something that I think your review does not consider, however. Replacement plans are just that -- a one time replacement of a product. Whereas a service program guarantees the unit for a specific length of time. The consideration is that, after the Ipad is returned, you may still have coverage on the merchandise in case this happens again. I'd get a written statement of the terms and conditions to know exactly what to expect. Please let us know, as I would very much be interested.
Posted by yoke on 2013-01-03:
My son bought an IPod from Target and got the replacement coverage also. He dropped his IPod and cracked his screen. They replaced the screen, not the IPod. He is aware how lucky he was to have gotten the screen replaced, most won't replace it.
Posted by Bo on 2013-05-09:
The one thing I really like about Apple is that if you can get to an Apple store, they cover cracked screens as long as the product is under
manufacturers warranty. After the warranty they may charge you for repair/replacement but it's worth it. Also, you can purchase extended coverage through Apple rather than through the seller. Safer, and I wish more electronics manufacturers would try Apples business model..it's why they have so many loyal customers.
manufacturers warranty. After the warranty they may charge you for repair/replacement but it's worth it. Also, you can purchase extended coverage through Apple rather than through the seller. Safer, and I wish more electronics manufacturers would try Apples business model..it's why they have so many loyal customers.
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