And this is really unfortunate. I love our local OD store. The employees are actually HELPFUL. I mean, out of their way helpful. I asked a guy if I could see the rebate form before I purchased an item, and he had to go to a computer and look it up online as if he was filing a claim, and it took him lik 5 minutes to figure that out, because nobody in the store knew how to look at the actual form, but he stuck with it and was totally helpful. The store manager is just super nice and actually tries to solve problems. (I actually talked to her boss once just to tell him how great she was.
But I have had nothing but problems in dealing with their extended warranty people.
This is only the most recent incident:
- laptop quits working. it has the exact same symptoms as it’s had the other 2 times I sent it in (jan and april)
- I call. the guy I talk to is really hedgy and sketchy with information, asking me bizarre questions like “when was the last time you sent it in” when I know he has that right in front of him. Turns out the laptop is not actually under warranty any more, but considering that they never fixed the problem from Jan and April, I don’t think it’s unreasonable of them to try to stand behind their work.
- They won’t.
- I talk to supervisor named Goldie (yeah right). Goldie told me that maybe Nexcore, the company who did the repairs, would stand behind THEIR work. I could call them. She wasted another 10 (literally) minutes before giving me the phone number.
- PS, NONE of these people will give you a last name. For “security” reasons. And they have 4 locations, but they will not tell you which location you’re talking to when you call. This makes it EXTRAORDINARILY hard to file an effective complaint with corporate. They seem to exist in a no-accountability environment.
- I call the number given to me in the morning. The number is for a phone dating service.
- Yes, seriously.
- I call back, asking for the correct number for Nexcore. The kid I’m talking to has to look up my account. This takes another 12 minutes. Then I’m on hold for 5 minutes. When he comes back he gives me a completely different number. I asked him if he found the other (wrong) number while he was searching for Nexcore’s number. No, he didn’t.
- I call nexcore. They’re nice. 90 day warranty on their work. But she can’t help me directly. I have to do a claim thru the warranty company.
- Call warranty company back. I’ve been on hold for 14 minutes. Apparently, it’s suddenly a huge deal that I don’t know what I paid for the laptop before tax. what the hell?28 minutes now.
I hope they’re able to fix it. I do. But you can be guaranteed that the next time I need to buy ANYTHING, it won’t be from Office Depot. I will be letting the local store, and the regional manager, know this. And I do feel bad about it, because I really like them, as I said. But for the love of Pete, a warranty shouldn’t be this hard!!
