Staples, Inc. Complaint - Staples warranty is a shell game
MESA, ARIZONA -- We purchased the extended warranty with our second HP printer from Staples, Inc. When the printer developed an ink level problem, we contacted Staples to initiate the warranty process. Staples took the info and said we would receive a replacement printer within 10 days per the warranty. We received a refurbished HP Photosmart Premium printer which was the only HP photosmart being made at the time. We installed the replacement and it worked just fine for 10 days, then one morning it was unable to connect to our wireless system. We then had to contact the product replacement company that had provided us with the replacement, called Encompass, which was also a Staples, Inc. company. They said they would replace the replacement. More than 10 days passed and we called Encompass again. They advised us that they had many shelves of this printer but non were ready yet. The supervisor authorized an upgraded printer and we were told that we would receive a return call asking for our approval of the selected upgrade. We never received a call or email. We called back after two days and were told that another HP Photosmart Premium printer had been shipped the previous day. We received it in a few days and attempted to install it. The 2nd replacement printer was much worse than the first. Not only wouldn't it connect to the wireless system and computer, it kept printing multiple copies of unrequested reports, using up paper and ink and then jamming. Long story short. It's now mid-July, we still don't have a working printer and Encompass tells us we must wait for them to receive the first replacement printer back so they can trouble shoot it. In the meantime. Staples calls and a customer service representative offers us $170 debit card to Staples to resolve the issue. We call back the next day to accept the debit card, only to be told that they can't do that. They can't transfer me to the same representative and to call Encompass. We call Encompass, they tell us to call Assurant Group, who is also a Staples, Inc. company but they have the same 800 phone # as Staples, Inc. and around and around we have gone, seemingly endlessly. We have been in contact with a dozen reps and a supervisor from Encompass and no one will take responsibility to help resolve this case. I ask you, is this warranty that we purchased in good faith worth anything? Is this customer service? Is this how consumers should be treated? I say, "NO!" It's time for Staples to step up and do the right thing!!!!