My aging Toshiba Satellite laptop had crashed so I sent it to the tech shop to see if It could be repaired. While I was waiting I called the closest RAC and asked if they had laptops. The response was a resounding, "Yes". I then asked the Man named Tre who was apparently the "Store Manager" if the laptops had operating systems that were legitimate licensed copies, to which I was also told yes.
That being settled, or so I thought, I took a trip to RAC to see if I could get a rental until I heard back from the repair shop or worst case scenario, had to buy a new one. I was introduced to the "Assistant Sales Manager" named Scott. I chose another Toshiba and asked Scott what type of operating system was installed on the unit. He responded, "I think they all have the newest Windows system...I will check for you."
I came back after a few minutes and Scott said, "Yeah, it's Windows Vista. I then asked him if it included the windows office suite with MS word, Excel and Outlook. I was told yes. Scott explained the contract up-sold us the additional theft protection/catastrophic events insurance, read over the disclosures signed the papers, made my first bi-weekly payment and was given a bag with the lap top in it and sent on my way.
The next day I discovered several things that were wrong with the unit. The left shift button wouldn't work to capitalize, the lower left bottom of the screen had a blank spot where the pixels were missing and that the laptop's battery would not hold a charge. I looked on the Toshiba web site for any recalls and then found out that "this was a typical problem associated with laptops that have been left plugged in when the battery has had a full charge. This causes the battery to develop a "memory" and it thinks it only has a partial charge." I called Scott and was told he would order a new battery and that I he would get me a replacement and he would put in a request for the other items that he made not of on my account. I signed new paperwork for the new unit and left the store.
I went in exchanged the unit and was told "the battery was ordered and should be their in a week or two. The other items were forwarded to service for their review and repair." While I was waiting for the new battery I discovered they unit they gave me also had issues. The fan ran continuously, and I found out the office suite (Word, Excel Outlook, Powerpoint etc. were trials that were about to expire and I had to purchase the authentic versions at the windows web site or buy one from and authorized reseller.
I called to explain this to Scott who was at lunch but the store's manager Tre informed me that they didn't have any more of those units in stock and he would locate another one at a different store and notify me when it came in. Several days passed with no phone call. During that time I was informed that my old laptop was fried and they couldn't repair it. So I called the store and Tre answered and I asked him if the battery had come in yet, was told no and then I asked if they had the other Toshiba unit from the other store yet. I was put on hold and Scott came on. By this time I had made two bi-weekly payments.
Scott informed me that things has been very busy, to which I empathized and said I understood. I then asked if he could help me better understand when he thought the other replacement unit would be in. I was told the next day. I informed him that I would be in to test it out and exchange the other unit I had. I went to the store again a day prior to my third bi-weekly payment and Scott greeted me to "test the other unit out".
While testing it Scott left for lunch. Tre, the store manager was there to finish transacting the exchange and I said while I'm here I may as well make my payment for the next two weeks a day early. I received a receipt which was different and I asked Tre to explain it, which he did satisifactory stating that I had had issues so they adjusted the price of this unit to reflect the issues I had had. I thanked him and went back to work.
I then discovered that not only was the office suite (Word, Excel, Powerpoint etc. trials but so was the operating system. At this point I had had enough. I looked at the clock and realized the store was closed. I waited until the next morning called at 11:07a.m. and the phone rang continuously with no answer. I waited another half an hour checked the business card I was given for the store hours and realized it was well passed the time for the store to be open. I figured they're open but it's Friday and they're probably busy.
When I arrived at the store they were, in fact very busy. I waited about five minutes and Tre explained to me that someone would be right with me. I waited another ten minutes while I witnessed three employees leave the store for different reasons leaving Scott in the office on the phone and Tre at the register wrapping up with the customer he was with. The store had about four other customers in it. Scott finally came out and I explained to him that I discovered last night that even the operating system was a trial and I had asked him why he told me the laptops came with an authentic operating system. He told me that it was odd that it should have an authentic operating system installed looked at the bottom of the unit showed me a windows hologram sticker and said, "see". He then told me he knew that the office suite was just a trial but then asked me what I wanted to do. I asked him if the battery had come in yet to fix the original issue I had come in for and he said, "no". I said at this point I don't think I was interested in throwing good money after bad and that I didn't think continuing to rent from them was the right thing for me.
Scott apologized asked if I had the receipt to which I responded, "yes" and gave it to him, he signed and dated it gave it back and said, "thank you". He took the unit and bag and again apologized turning to walk away. I looked at him and said, "so do I need to call the corporate office to get my last bi-weekly payment refunded" and he replied, "oh, no we don't issue refunds except during the first week of a contract." I said, "I made my payment early and it's not due until today anyway. I've been in here four times now and each time have had different issues which were supposedly corrected. Now I find out this is not the case and that it's evident that you don't operate with full integrity and honesty, I tell you I'm not satisfied, you apologize take the unit back and don't give me a refund. Give me the unit back. I'll use it for another two weeks since I paid for it even though it doesn't work correctly anyway." I informed them I would be filing a formal complaint and left the store.
In summary they had several chances to correct several issues to get it right and a failed attempt to get it right. Yet they Happily took the malfunctioning unit back early and failed to issue a refund or make another attempt to expeditiously get me a brand new unit or make some other type of concession. I wouldn't recommend anyone go to this store for any reason. I gave them several chances to make it right and they failed even when they had a chance to salvage the relationship they failed. What stellar customer service....NOT!!!!!!!!!!!!
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