Staples Complaint - RETURN PROBLEM - PC PURCHASE AND VIRUS REMOVAL SERVICE
ALHAMBRA, CALIFORNIA -- Just want to tell you they are typical sales people working in there. When they are trying to sell you something, everything is no problem. But when problem exisits, nobody takes care of it.
I experience two problems with them within one day.
1st, I purchase a PC through their call in purchase phone number, I asked about the return policy, I was told I would have 14 days upon receipt. 9 days after I received the item, I wanted to return it. Since it's quite hassle to wait for pick up, I called the customer service line and ask them if I can return this item in store. The representative answered the phone reviewed my order and said yes. After I hanged up, I wanted to make sure what is the last day I can return because I couldn't make it that day, I called again and asked the representative to count which is my last day to return. I was told the coming Saturday. That was on Tuesday night. On Thursday, I drove to their store with the PC, the PC tech called Steven checked my shipping list, checked the PC top to bottom and bottom to up, and told me to wait. After 10 minutes, he came back from their behind the scene room and told me their GM said I cann't return it to them. Simply because it has passed 14 days - based on the shipping date. So I had to call the call center in their store and this time, the representative told me they were making an exception for me they the other reps told me I would be able to return it by Saturday! Come on! I have never asked for exception! I asked the same question since I placed the original order! The representative told me she can email me the return policy which is 14 days from the time of shipping. I didn't have Internet access when I was in the store. What can I do?! Had to drive all the way back home with the heavy box again. When I got online, guess what, their return policy on technology on website is 14 days from receipt!
2nd, I dropped off the old pc I have for their tune up service since it slows down lately. The technician called after a week and told me my computer got virus. I told him I have McAFee, but he told me some times some virus is hidding from this kind of software. It made sense to me. So I paid the $129.99 and have the virus removal service. But after that, the computer doesn't run any faster. When I called them again, another technician answered the phone, and asked me to take it back again. Don't know what they are trying to sell me this time. Luckly I was able to get hold of theri contracted PC engineer who performed the removal for me. He told me this is an old computer, the virus removal doesn't necessayly help to fix the problem. I should just get a new computer or buy more RAM! So they sold me something useless to my case.