Firedog Complaint - Unprofessional and costly Firedog 'service'

Review by g7766 on 2008-09-28
MADISON, WISCONSIN -- I purchased a brand-new computer from Circuit City in Madison, WI in July 2008. Within just two weeks, I began experiencing problems with error messages and numerous system crashes. Convinced that these were just typical 'glitches,' I attempted to correct the problem myself by using both the 'system restore' and 'system recovery' options. Neither option was useful, as the problems soon returned. My final attempt to restore my computer to its original settings was disastrous: the restore disks that Firedog had created for me brought about a complete system crash.

I had no choice except to take my computer, not even a few weeks old, into to Firedog, for repair. The cost, for re-formatting of the hard drive was a whopping $137. The following day, their technician telephoned to let me know that he'd encountered something 'weird' and that it would likely be another day before they'd be finished with the repairs. Following this call, I never heard from Firedog again -- I had to make endless calls to them to find out what was going on, only to finally learn ten days later that they could not repair the system and that it was up to me to return the computer to the manufacturer. In short, my computer was held hostage for a week and a half and I was out the money only to be blown off with a 'tough luck' response. Furious, I then phoned the Circuit City store manager, who happily swapped my computer for another comparable system that I'm now using.

Although I am pleased with the professional, timely manner in which their manager dealt with the matter, I certainly can't say the same about Firedog. I was not offered any type of refund, partial or full, and am thoroughly disgusted with the complete disregard they appear to have for their customers.
Comments:4 Replies - Latest reply on 2008-09-28
Posted by madconsumer on 2008-09-28:
this is typical of these large computer stores. seems the only thing they can do correctly is simple upgrades.

i always suggest finding a local computer tech for future issues.
Posted by Anonymous on 2008-09-28:
Firedog, Geek Squad, they are all bad. They are in it just for the money now. They lost sight of their original business plan which was to help the consumer.
Posted by Anonymous on 2008-09-28:
Since I work for Office Depot, I am required to push protection plans (warranties) and things similar to firedog, geek squad, etc... Anyway, the other day Iwas sent to this meeting that promoted this stuff and the guy running the meeting was from our warranty company WACA. I flat out asked him to tell me why this stuff isn't just a fraud and a way for him to make money and pretty much questioned everything he said (Even though I work in retail, I understand the customers are the one's that "give" me my paycheck and I want to help them the best I can). You know what he told me? He said that like anything and anyone else, they are looking for major profit and to make money. He went on to say that consumer demand for better technology has created the need for warranties other than the manufactureres. According to him, because consumers wanted better technology, all this money was poured into research which is why the casings and screens on laptops, computers, etc are more breakable and these are things the manufacturer won't cover. I will say that I have seen customers be in a bind because of breakage but they bought the protection plan and were satisfied because they were able to get out the bind. The best thing to do is ask questions, become informed, read any paperwork first, and make the decision that is right for you.
Posted by Anonymous on 2008-09-28:
Could you not have just returned the computer as defective?

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