• Report: #668931

Complaint Review: OFFICE MAX - STORE #1493

  • Submitted: Tue, December 07, 2010
  • Updated: Mon, December 27, 2010

  • Reported By: Isabel — Round Rock Texas United States of America
OFFICE MAX - STORE #1493
201 UNIVERSITY OAKS BLVD ROUND ROCK, Texas United States of America

OFFICE MAX - STORE #1493 DECEPTIVE INFORMATION ON WARRANTY ROUND ROCK, Texas

*UPDATE Employee: Some explanation

*UPDATE Employee: Some explanation

*Consumer Suggestion: HP vs MaxAssurance

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I PURCHASED A LAPTOP AND A PRINTER ON FEBRUARY OF THIS YEAR AND I PURCHASED THE WARRANTY ON BOTH ITEMS THROUGH MAXASSURANCE.THIS WAS RECOMMENDED BY THE SALES PERSON WHO WENT ON TO EXPLAIN HOW THE COVERAGE WILL WORK.  HE STATED THAT THE WARRANTY WOULD COVER ANY ISSUES; THE PROCESS WAS NOT COMPLICATED AT ALL AND IN AN EVENT OF A PROBLEM I JUST NEEDED TO BRING THE ITEMS BACK TO THE STORE FOR REPLACEMENT.  ON NOVEMBER 23, 2010, I WENT TO THE STORE WITH BOTH ITEMS.  THE ASSITANT MANAGER TOLD ME THAT I HAD TO PUT IN A CLAIM TO THE MAXASSURANCE, THAT THE SALES PERSON HAD MISLED ME AND THAT THE ONLY THING FOR ME TO DO WAS TO PUT AN ORDER THROUGH MAXASSURANCE.  WHEN THE ASSISTANT MANAGER PLACED THE ORDER FOR ME THE MAXASSURANCE PEOPLE WERE GIVING HER THE RUN AROUND BECAUSE BOTH ITEMS ARE UNDER MANUFACTURER COVERAGE.  HOWEVER, THE HEWLET PACKARD CUSTOMER CARE PERSON EXPLAINED TO ME THAT THE MANUFACTURER COVERAGE IS NOT VALID BECAUSE I HAD PURCHASED EXTRA COVERAGE THROUGH THE STORE (OFFICEMAX).  THEREFORE, I NEEDED TO CONTACT THEM DIRECTLY. I ALSO EXPLAINED THIS TO CAROL (ASSISTANT MANAGER @ OFFICEMAXX).  SHE PUT IN THE ORDER FOR ME.  ON FRIDAY, NOVEMBER 26, I RECEIVED ONLY ONE BOX FOR THE SHIPMENT OF THE LAPTOP TO THE PLACE WHERE IT NEEDS TO BE REPAIRED. I DID NOT RECEIVE THE BOX FOR THE PRINTER. TO THIS DAY I STILL DO NOT HAVE THE BOX (TUESDAY, DECEMBER 07, 2010). I CONTACED MAXASSURANCE DIRECTLY.  I NEEDED TO KNOW WHAT WAS GOING ON. THEY EXPLAINED THAT THE PROCESS WAS DIFFERENT.  THE MAXASSURANCE REPRESENTATIVE WENT ON TO SAY THAT HE DID NOT KNOW WHY THE ASSISTANT MANAGER WOULD TELL ME THAT I WAS GOING TO RECEIVE GIFTCARDS SINCE THAT IS NOT THE CASE AND THAT I NEEDED TO CONTACT THE STORE DIRECTLY.  HE INDICATED THAT THE WAY THE WARRANTY COVERAGE WORKS IS DIFFERENT.  MAXASSURANCE NEEDED TO RUN DIAGNOSTIC ON THE COMPUTER AND THIS COULD TAKE SEVERAL DAYS.  THE REPRESENTATIVE COULD NOT GIVE ME A TIME FRAME.  THE PRINTER WOULD ONLY BE COVERED IF I HAD INTENTIONALLY DONE SOMETHING TO IT. NORMAL WEAR AND TARE IS NOT COVERED.  THE REPRESENTATIVE TOLD ME THAT THEY WOULD SEND ME A NEW PRINTER NOT ISSUE ME A GIFTCARD.  I EXPLAINED TO HIM THAT I RUN A SMALL BUSINESS AND I COULD NOT BE WITHOUT A COMPUTER OR A PRINTER FOR A LONG TIME.  I HAD TO PURCHASE A NEW PRINTER IN ORDER FOR ME TO BE ABLE TO WORK AND THEREFORE, I DID NOT NEED A NEW PRINTER. I WAS ADVISED BY THE STORE MANAGER THAT I WAS GOING TO RECEIVE A GIFTCARD FOR THE AMOUNT OF THE PRINTER AND I WAS ASSURED OF THAT.  THE CUSTOMER SERVICE REPRESENTATIVE STATED THAT THEY COULD NOT DO ANYTHING ABOUT THIS. TO THIS DAY I HAVE NOT RECEIVED THE BOX FOR THE PRINTER TO BE SHIPPED TO THE REPAIR PLACE. I HAVE NOT SENT THE LAPTOP IN BECAUSE I HAVE NOT PURCHASED A NEW LAPTOP YET.  I ALSO EXPLAINED MY SITUATION TO THE MAXASSURANCE CUSTOMER SERVICE REPRESENTATIVE, THE DISTRICT MANAGER FOR OFFICEMAX (SCOTT MURPHY) AND THE ASSISTANT MANAGER (CAROL) FOR OFFICEMAX. THIS MORNING, DECEMBER 7, I CALLED THE OFFICEMAX CUSTOMER SERVICE AND PUT A COMPLAIN IN.  THE DISTRICT MANAGER (SCOTT MURPHY) CALLED ME. HE WAS NOT APOLOGETIC OR COMPREHENSIVE AT ALL.  I ASKED HIM TO PUT HIMSELF IN MY SHOES.  I EXPLAINED MY FRUSTRATION AND MADE HIM AWARE ABOUT THE PROBLEM AND THE MISSLEDING INFORMATION BY BOTH THE SALES PERSON AND THE ASSISTANT MANAGER.  HE STATED THAT HE COULD NOT DO ANYTHING ABOUT IT.  I NEEDED TO SEND BACK THE COMPUTER AND THAT I WAS NOT FOLLOWING THE CORRECT PROCEDURE.  SCOTT MURPHY TOLD ME THAT THE ASSISTANT MANAGER CAROL HAS WORKED FOR HIM FOR 5 YEARS AND HE HAS NOT HAD ANY PROBLEMS WITH HER. HE ALSO STATED THAT RECEIVING A NEW PRINTER WAS THE SAME AS THE "REPLACEMENT OR GIFT CARD".  I TOLD HIM THAT THIS IS NOT THE SAME.


PLEASE HELP ME WITH THIS ISSUE.  I AM FRUSTRATED. I FEEL LIKE I HAVE BEEN TAKING AVANTAGE OF.  THIS COMPANY SHOULD NOT BE IN BUSINESS LIKE THIS.  THIS IS VERY MISSLEDING AND DECEPTIVE ON THEIR PART. 


SINCERELY,
ISABEL HERNANDEZ


This report was posted on Ripoff Report on 12/07/2010 11:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/OFFICE-MAX-STORE-1493/ROUND-ROCK-Texas-78664/OFFICE-MAX-STORE-1493-DECEPTIVE-INFORMATION-ON-WARRANTY-ROUND-ROCK-Texas-668931. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Some explanation

AUTHOR: Brandon0476 - (USA)

Ms. Hernandez, I am a Sales Associate at an Office Max in California and I am sorry to hear about your issues with the MaxAssurance program.

For the printer, you should be able to bring it in to any Office Max location for a replacement.If they still sell the same printer, they will replace it with the same exact one, but if not, they will issue you a store credit to use towards a new printer. The only thing you would optionally pay for is a new warranty for the replacement, because the MaxAssurance plan is non-transferable.

 

For the computer, you will need to call up the MaxAssurance line, and file for a repair/replacement. You cannot bring the computer into the store after the 14 day return policy and get a replacement. This is an unfortunate flaw in the MaxAssurance plan, but it is mentioned in the brochure.


Normal wear and tear is covered through the MaxAssurance plan. If someone tells you otherwise, prove them wrong, it is in big letters in each MaxAssurance brochure. In fact, pretty much everything outside of theft is covered.


I am surprised that the district manager is being so difficult, but he does have a boss too, and if you have a problem with the district manager, ask to speak with his boss and explain your situation.


I hope you have good luck trying to get both items repaired/replaced.


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#2 UPDATE Employee

Some explanation

AUTHOR: Brandon0476 - (USA)

Ms. Hernandez, I am a Sales Associate at an Office Max in California and I am sorry to hear about your issues with the MaxAssurance program.

For the computer, you will need to call up the MaxAssurance line, and file for a repair/replacement. You cannot bring the computer into the store after the 14 day return policy and get a replacement. This is an unfortunate flaw in the MaxAssurance plan, but it is mentioned in the brochure.

For the printer, you should be able to bring it in to any Office Max location for a replacement.If they still sell the same printer, they will replace it with the same exact one, but if not, they will issue you a store credit to use towards a new printer. The only thing you would optionally pay for is a new warranty for the replacement, because the MaxAssurance plan is non-transferable.

Normal wear and tear is covered through the MaxAssurance plan. If someone tells you otherwise, prove them wrong, it is in big letters in each MaxAssurance brochure. In fact, pretty much everything outside of theft is covered.

I am surprised that the district manager is being so difficult, but he does have a boss too, and if you have a problem with the district manager, ask to speak with his boss and explain your situation.

I hope you have good luck trying to get both items repaired/replaced.

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#3 Consumer Suggestion

HP vs MaxAssurance

AUTHOR: IntheKnow - (USA)

Ms. Hernandez:

Rule of thumb: Never believe a sales associate who is trying to sell you an extended service contract. Their only interest is their job and the pressure (and commission) to sell the plans.

Make no mistake, HP is liable for year 1. Mentioninganother's service contractto an HP support rep only confuses them. If there was physical damage in year 1, then you would have had to file a claim through MaxAssurance after it was rejected by HP. Some of those you talk to have no clue of the process. The stores are not set up for tech services or diagnostics.

Ask any store manager for the phone number of the Regional VP. You will get his assistant who will expedite the resolution of your issue. Be ready with your original receipt info and explain to the RVP's office that you were deceived about the MaxA and misled on its process.

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