• Report: #538574

Complaint Review: STAPLES OFFICE SUPPLY

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  • Submitted: Sun, December 13, 2009
  • Updated: Wed, April 07, 2010

  • Reported By: Rick Trainor — Mt. Pleasant Michigan United States of America
STAPLES OFFICE SUPPLY
2135 N> Mission Mt. Pleasant, Michigan United States of America

STAPLES OFFICE SUPPLY Advertises mnufacturers warranties that they do not honor unless you pay for Staples warranty. Mt. Pleasant, Michigan

*UPDATE Employee: All companies are this way

*UPDATE Employee: okay...

*Consumer Comment: Staples Stores dishonest about warranty - Consumers Beware

*Consumer Comment: Manufacturer's Warranties

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Purchased a new laptop computer and printer from Staples on November 10, 2009.  On December 7, 27 days after purchase, the screen malfunctions with an obvious manufacturer's defect.

On December 9, 2009 I returned to the Staples where it was purchased and they told me that since it was more than 14 days old and I hadn't purchased their extended warranty(perhaps more appropriately - "Extortion warranty" based on the high pressure sales pitch to get you to buy one) , that they would not honor the manufacturers warranty.

I pointed out the 1 year warranty advertised on their website and they told me that I would have to deal with HP on my own since I hadn't purchased the Staples warranty.

This is deceptive advertising and a dishonest business practice.  I believe Staples may be bilking suppliers and customers out of a lot of money by selling warranties they bill as "extended" but are really duplicating the manufacturer's warranty and customers are being charged by staples for repairs Staples then turns in under the manufacturer's warranty! 

Bottom line --never buy electronics at Staples.  I approve all purchases for my company.  We have spent ten's of thousands of dollars at Staples. We will NEVER  never buy anything else from Staples. 



This report was posted on Ripoff Report on 12/13/2009 08:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/STAPLES-OFFICE-SUPPLY/Mt-Pleasant-Michigan-48858/STAPLES-OFFICE-SUPPLY-Advertises-mnufacturers-warranties-that-they-do-not-honor-unless-you-538574. 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 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

All companies are this way

AUTHOR: Bigslama912 - (U.S.A.)

First of all, you seem to be simple.

This IS NOT A STAPLES THING.

All places do this from best buy, to walmart, to comp usa. That is why on the back of the receipt we print that all technology items have a 14 day return policy. We state that the item comes with a 1 year limited MANUFACTURER warranty. In NO way shape or form do we suggest that this is a Staples warranty.

This is exactly why we offer those extended service plans. If you had bought one you would be walking out with another laptop....

For you to put the blame on staples is wrong... you are downright WRONG.

This goes for EVERYWHERE...

So next time before you freak out and start pointing fingers... stop and think....
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#2 UPDATE Employee

okay...

AUTHOR: Sarah - (United States of America)

First of all, it's Staples.  We are not HP.  You have a MANUFACTURERS warranty, the manufacturer being HP.  You did NOT purchase the Staples warranty.  Therefore, we are not in any way, shape, or form obligated to "fix" your computer for free.  Or to return it, as you are out of your 14-day electronic return period.
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#3 Consumer Comment

Staples Stores dishonest about warranty - Consumers Beware

AUTHOR: kristin - (United States of America)

I am a customer of Staples and have purchased many products + warranty from Staples.  I agree with everything that Clint said regarding the "manufacturer's warranty" and the "extended warranty" are not false advertisements.  However, I do want to Caution all fellow buyers that the written terms can be misleading and the in-store promises can be intentionally dishonest at times.  I bought an HP printer from Staples last year.  The salesperson who suggested I buy the extended warranty told me that with the extended warranty, I can bring the printer back to the store at anytime during the warranty period for any reason and the store will give me a new printer of the same model or a cash card good towards the purchase of another printer of my choice.  As I said, I've bought many plans from them before, yet I don't recall anything like that, so I asked him to show me where that promise is on the brochure.  He told me it is not written in there, but he's worked there a long time and that is how it works for as long as he can remember. I was skeptical at first so I walked around the store and asked a few other salespeople and they all told me the same thing.  So I felt reassured.  I made the mistake of just taking their words for it.  Anyways, a year later, my printer started having many problems, so I contacted the store and they said the district manager has just changed the policy 2 weeks ago and can't accept printer returns that are past 14 days anymore.  I said I'd understand if they applied that rule to purchases after the change, but I bought mine before the change and was guaranteed in-store exchange, so it is not fair that they refuse to honor their promise, but all they could suggest is I call Assurant.  So I called the number on the warranty brochure.  The warranty I bought was "on-site/free-shipping".  Yet, when I called, they (the tech support and his manager) said they'd only send technicians out if the product is over a couple of thousands.  So I asked for a location where I can drop the product off, and they said they don't have anyone locally.  They only work with one company and its located in Florida so the only way is to ship it out, but in order for them to schedule that, I'd first need to go through all the routine trouble shooting steps with them.  After an hour of pointless "trouble shooting", blaming the malfunctions on my system (a printer flashing and had to be turned off and on again during start-up has nothing to do with the computer!), and then telling me all the malfunctions are "normal", the tech told me to download the driver and reinstall.  I said my husband already tried that and it didn't work, but he told me I still had to do it.  So I uninstalled my current driver.  But when I went to install the new driver, the printer failed to find the network, even though all the hook-up is the same and I didn't change a thing.  After another hour, I asked the manager again to see if they can send someone out, this time he said they could, but it would cost about $1xx for initial set-up.  I said this was not initial set-up since I've had the printer set-up and running before.  It's a reinstall that is part of the trouble shooting process the tech support required me to do - something I didn't want to do to begin with.  Regardless, he said that I would be charge if someone were to come out.  Remember, earlier they said they can't send anyone out to fix the printer (because "fix" would qualify me for free service under the warranty), but now they could send someone out to do initial setup for a fee.  I had already paid for "ON-SITE" service as part of the extended warranty, so I didn't see why I had to pay again for someone to come out.  Thus, I was forced to sit through more troubleshooting with the manager.  To make a long story short, it took about 2.5 hours before he finally agree to set up a replacement order for me.  I was so excited, only to find out minutes later that the company they used to do the replacements is a shoddy one with a C grade from the BBB and numerous online complaints.  I spoke to the manager again and he told me that it's a good company, he only gets a complaint about every two weeks.  I don't know how many replacements he does a day, but a complaint every couple of weeks is not a good thing in my book.  So I am now terrified that, according to many nightmarish complaints, the replacement printer will be even worse than the one it's supposed to replace!!!  Of all the plans I've bought, this is the first I've ever claimed, and they've let me down.  If I'd known, I would've never spent money on all those plans!!  Well, never again.  It's Costco from now on.

LESSON: Make sure you take the time to READ and UNDERSTAND the brochure before purchase.  If you don't have time to read it, take one home.  I think they give you 14 days after the product purchase to add the extended warranty.  And go by what's on the brochure ONLY.  If a salesperson tells you something that's not on the brochure, ask for a manager to verify and have the manager to write it down on the receipt with his/her signature.  Because you'll never know.  Even if the person was being honest with you at the time, things can change, and oral promises are worth nothing.
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#4 Consumer Comment

Manufacturer's Warranties

AUTHOR: Clint - (U.S.A.)

The manufacturers warranty on ANY product is just that.  The MANUFACTURER'S warranty.  Not the sellers.  If you choose not to purchase the sellers coverage plans, which you are free to do, then you are bound by what the maker of the product covers AND the sellers return/exchange policies.  Since you refused to purchase Staples coverage plan (which, if you had, they could have helped you) then you MUST deal with Hewlett-Packard to get your product repaired/replaced.  All retailers restrict the time you have to return or exchange something in the store, especially electronics.  Stores like Best Buy also sell coverage plans. 

You state:  "...that they would not honor the manufacturers warranty."

Of course they aren't.  It's HP's warranty.  Not Staples.  You chose not to purchase Staples warranty.  So, because of that decision, you now must deal only with HP.  The store coverage plans are not so you never have to deal with the manufacturer warranty.  Makers have to be responsible for the products they produce.  That's why there is usually a warranty on a product.  I would be very leery about buying a product, especially one as fragile and prone to issues as a computer, that had no manufacturer's warranty. 

You also state:  "...This is deceptive advertising and a dishonest business practice."

How is it dishonest to inform prospective customers looking at a listing on a website of that products manufacturers warranty?  It is good business sense to inform customers of these things. 

What I think is going on here is that you believe that all manufacturer's warranties are taken care of in the place you purchase the item, and not through the company who made it.  If true, you must never have ever had any other product you've purchased in your life go bad and had to deal with the 1 year warranty offered by the maker.  If THAT'S true...count yourself lucky!  Until today. 
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