Tried to return service plan to Staples. Manager refused. What recourse do I have?

[Nuprapture]

I purchased the extended warranty from one staples location because the location nearest to me doesnt sell that particular laptop. I changed my mind about the warranty and tried to return it at the staples closest to me as it's a lot further to the other location.

The manager at this location first told me that I can only return the warranty to the staples I bought it at since this is stated on their policy. I told him that it says 30 days return policy to any staples location, but he doubted me. He decided to treat me like an idiot and began to SLOWLY read his policy to me - a policy which he read, "a full refund will be issued at any staples location within 30 days of purchase".

After realizing what he just read, he told me that it would take a long time because he has to call the other store and authorize it. I chose to wait, so he went into the office and probably sat there twirling his thumbs. He came out a few minutes later and said that because I had gotten a discount (open box) on the product, he would have to deduct this discount from the warranty (which was rang in at full price on my receipt). This is not stated on the policy and I was not given a discount on the product ONLY because I bought the warranty.

I am sick of the games these managers play at Staples and I would like to do something about it. Where would be the best place to call to report this? I will call their head office tomorrow, but is this the kind of thing I can report to the BBB or any other consumer protection organization? What options are out there?

Thanks for the input!

[Hunter316]

There is nothing in their policy that states that a service plan must be returned at the location it was purchased. Do you know if it was the GM of the store of if it was another manager? If you phone their customer service then they will send an email to the GM at the store for them to deal with it. If it was the GM then you could ask for the complain to be forwarded to the district manager. As long as you are within 30 days and there was no service or discount given to get you to purchase the warranty then you should be able to return it.

[mystery]

That is just bulls**t. The fact that you are returning the extended warranty does not magically change the open box notebook you bought into a brand new sealed box. The discount is because it is open box, not because you are buying the extended warranty.

Complain all the way up the corporate ladder until you are satisfied.

[ndrew029]

There is nothing in their policy that states that a service plan must be returned at the location it was purchased. Do you know if it was the GM of the store of if it was another manager? If you phone their customer service then they will send an email to the GM at the store for them to deal with it. If it was the GM then you could ask for the complain to be forwarded to the district manager. As long as you are within 30 days and there was no service or discount given to get you to purchase the warranty then you should be able to return it.

Actually, when I used to work there (within the last year), there was such a rule, as ridiculous as it was, and it was explicitly printed on the warranty. I don't know if anyone can clarify now, but it still might be so.

Try to stay within the company for your complaints. All BBB will do is try to contact them for you, which you can already do yourself. And they get tons of complaints about major retailers like Staples...it's normal, so it's unlikely to have any effect.

[darkprince]

I say return the laptop and warranty all together and forget about it.

[I am XeNo]

From all my experiences with staples, the managers are almost always looking for ways (which are not even indicated on their service plan agreements) to screw you out of your warranty and money. I will never buy another product from staples ever again.

[mystery]

I say return the laptop and warranty all together and forget about it.

+ 1, unless you really want to keep the notebook.

[zoolander]

...I was not given a discount on the product ONLY because I bought the warranty.

:arrowu: That is the misunderstanding. What a waste of your time. It should be resolvable if you go to the original Staples and speak to the sales associate who sold you the computer+EW, albeit more inconvenience.

BTW, if it's past 14 days, Nuprapture can't return it. Only the EW can be returned within 30 days, and depreciated over time until it kicks in at 1 year.

[Nuprapture]

Thanks for the tips.

I was speaking with the GM of the store, so I'll call and ask to speak with the district manager or to get his email address.

I already gave the laptop to my gf for valentines day as I'll be moving away before saturday. This being the case, I cant/wont return the laptop altogether (although I really feel like it!)

I read over the warranty details again and the only thing I see that can reduce the amount of the warranty is if it's over the 30 day refund date, or if I've made a claim against the warranty already.

The receipt clearly states, "demo model" as the reason for the discount being given, so the manager was blowing smoke out of his a$$ as far as I can tell.

[Evil Baby]

Just reading this infuriates me. I know returning warranties will reflect poorly on the stores numbers and that will affect the managers bonus at the end of the year.

That in no way gives the manager the right to not only refuse but straight out lie to you.

I would perhaps try to contact staples via email (http://www.staples.ca/ENG/CSR/csr_contact_us.asp?CSREmailAddress=bd%2Eother%40or ders%2Estaples%2Ecom&Subject=Policy+Inquiry&OrderRequiredFlag=No) and see if you can get a phone number.

You could also try to walk into the store, ask for the manager and ask for the phone number to corporate. I'm pretty sure they have business cards with the number on it. If they manager asks you why you want the phone number just tell him/her it is because the store lied to me and refused to return the full price of my esp which I was fully instructed I could return within 30 days. The items was either clearance/open box and that is why you received the discount, not because you bought the esp(which is actually against the rules, discounting an item to sell an esp). You can let the manger know that you intend on filing a complaint about their store to corporate.


Getting items returned goes is only as easy as the manager is decent. I once bought a gps unit from 1 store and tried to exchange it at another store because the one I bought was defective. The manager at the other store wouldn't return it for me because I had an employee discount. I ended up going back to my store, complaining to my manager who called somebody higher up and in turn got the other stores manager in trouble. Beyond that, after I stopped working at Staples I went back to the store that wouldn't let me return the gps unit, bought a brand new laptop with esp, took it home opened it and returned it 5 days later. (made me feel a little better :))

[Kamloops]

contact Info

Alessandra Saccal
Public Relations Manager
(905) 737-1147 ext. 2363
alessandra.saccal@staples.ca


Lesley Kisil Ciciretto
Public Relations Specialist
(905) 737-1147 ext. 2424
lesley.ciciretto@staples.ca

[Nuprapture]

You could also try to walk into the store, ask for the manager and ask for the phone number to corporate. I'm pretty sure they have business cards with the number on it. If they manager asks you why you want the phone number just tell him/her it is because the store lied to me and refused to return the full price of my esp which I was fully instructed I could return within 30 days. The items was either clearance/open box and that is why you received the discount, not because you bought the esp(which is actually against the rules, discounting an item to sell an esp). You can let the manger know that you intend on filing a complaint about their store to corporate.
I'm gonna do that just to let the manager know that I'm not fooling around. I'm gonna give him one last chance tomorrow and then let him know if he doesnt budge. Any excuses whatsoever, and he's gonna hear from upper mgmt. I'm busy packing to move right now and I don't need his BS. I would drive to the other store to return it, but I wont have my car anymore as it's been shipped away already.. grr


contact Info

Alessandra Saccal
Public Relations Manager
(905) 737-1147 ext. 2363
alessandra.saccal@staples.ca


Lesley Kisil Ciciretto
Public Relations Specialist
(905) 737-1147 ext. 2424
lesley.ciciretto@staples.ca
THANKS!
These's guys are gonna hear from me tomorrow if I leave that store still owning that esp.

[trixR4kids]

have u tried at a different staples? they might be more willing elsewhere

[emmafb]

I wonder if the rules are the same in every province! Here Staples (Bureau en Gros) extended service warrantly can be refunded within 10 days. (not 30)

[Sprite_TM]

my experience from staples was that you had to return the warranty to the same store because the store you purchased from provides you the warranty if anything goes wrong. not sure if they were BSing. i am sure someone who works at staples can shed some light on this issue.

[Kinki]

having worked these big box stores in the past.

warranty numbers count towards store quota and bonuses.

so if you bought a warranty from store "A" they get +1 point and if you return to store "B" they get -1 point. i'm sure head office is fully aware of the issue, but chose to keep the rule as is, so that the front line workers would do everything they can to prevent the return.

either way the store manager is gonna get *****... for refusing to return and risk getting a warning from head office or return warranty and get a warning from head office for the low warranty numbers.

** the head office ppl will always play the "nice guy", when they are the ones behind the mess.