Staples Complaint - Staples Computer Repair - SCARY BUSINESS
BOONE, NORTH CAROLINA -- Staples just proved to us that they don't care about their customers...and what's more, they ruined our Christmas!
We took our Apple PowerMac G5 in to the Boone, NC location in November, because they were running an offer where they would do diagnostics and fix anything for a set price. Sounded good, as we were having problems shutting down, an issue with the logic board.
Since we work from home, we were concerned about how long it would be in service and were assured 7-14 days. Two weeks, max, they promised. When the 14 days had passed, we called and they said they had not even sent it out to the repair shop yet. A week later, we called and they said they needed us to mail them a cable. Frustrated, we asked for the computer to be returned asap (we were already losing work for down-time). Because they had it so long and did not fix it, they honored our request for a refund. When asked what had been done, they told us 'just diagnostics.'
Knowing the condition of our G5, we prepared for its return by buying another bare-bones G5 and figured we'd put the hard-drive in it and get back to work.
When the computer finally arrived, all the files and programs on it were gone. Whereas it is their policy to 'strip' a computer if they are replacing hard-drives, they 1) claimed that nothing had been done to it and 2) had no reason to scrub or replace the hard-drives which were both working properly.
We called Staples to find out why they had done this if they had only performed 'diagnostics' and it did not need a new hard-drive. We were assured that someone from the 'President's Office' would call us back, and the never did. Follow-up calls were met by people who said everyone was out of the office for the holidays and to call back later.
We opened it up to move the hard-drives to the new G5 and found that the back-up hard-drive was jammed in wrong and had broken prongs. Also, where the main hard drive holding all of our files and programs should have been, was an empty 2005 version.
Today when we called the 'President's Office' we were treated rudely, as if we had no reason to call and ask for help. We were talked down-to sarcastically, and assured that our experience was 'standard procedure.'
That's scary. Treating customers badly and ruining their equipment is standard procedure? In this economy, customer service will come back or you won't find us putting our hard-earned money to work for STAPLES!
That is, once we CAN get back to work.