• Report: #398103

Complaint Review: Staples Office Supply

  • Submitted: Thu, December 04, 2008
  • Updated: Tue, July 14, 2009

  • Reported By:Rancho Santa Fe California
Staples Office Supply
Lomas Santa Fe Drive Solana Beach, California U.S.A.

Staples Office Supply Warranty Ripoff: One-Time Only Staples charges 15% extra for a "2 Year Warranty" that is immediately voided upon any usage Solana Beach California


*UPDATE Employee: ...

*Consumer Comment: hp warranty

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Staples Office Supply charges an extra 15% - 20% for a 2-year extended warranty on electronic products such as the Hewlett Packard printer without revealing it is a "one time only" warranty. Hence the first time you use the warranty, even if one day later, the warranty is voided! Imagine any other product, such as a car, whose "Two Year Warranty" is voided immediately upon first usage - Unbelievable.

In September 2008, I purchased a $150 Hewlett Packard 6310 Printer at Staples, plus $200 in extra ink cartridges. I paid an additional $30 at checkout for what the salesclerk termed a "An extended 2-year warranty: covers any repairs over the next two years, beyond the original warranty". I took the printer home and unpacked it 10 days later. Upon a first usage the feeder jammed as the Hewlett Packard printer sold by Staples was simply defective; no problem I thought: I'll go to Staples next week and simply return it. WRONG! Upon returning it, Staples informed me it was past the 14 day warranty period so it was not covered. (Wow, a "14 day warranty"? What manufacturer or store thinks their products can only last 14 days?) No problem, I had meticulously saved my records so I produced the "2-year extended Hewlett Packard warranty" which Staples sold me for an extra $30. The salesperson accepted such and replace my printer, then asked if I'd like to buy another $30 two-year warranty for the new printer. A lively debate ensued, with the Staples store manager confirming the opinion of the well-trained clerk: my two year warranty was actually a one-time only warranty that was really only good until a first usage and was then cancelled. Class action lawsuit against Staples would be wonderful; meanwhile, boycott Staples and Hewlett Packard until they change the name of their "Two Year Warranty" to "Two Year Warranty or Two Day Warranty: You Pay, We Decide, Sucker!" Vance Hilderman warrants that this is my real name and a real story; I was a sucker so you don't need to be ;).

Rancho Santa Fe, California

This report was posted on Ripoff Report on 12/04/2008 11:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/Staples-Office-Supply/Solana-Beach-California-92075/Staples-Office-Supply-Warranty-Ripoff-One-Time-Only-Staples-charges-15-extra-for-a-2-Ye-398103. 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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Updates & Rebuttals

#1 UPDATE Employee


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

Okay, so if you would have read the warranty information you would know that if you call the hotline that the service also provides you, that you do qualify for UNLIMITED repairs but a one time REPLACEMENT. If you go into the store and say I want to swap it out that is considered a REPLACEMENT. If you call the hotline they pay for shipping to the repair facility and they REPAIR it and send it back to you. THIS IS ALSO FOR EVERY WARRANTY OFFERED FROM EVERY COMPANY EVEN ON CARS. If you buy a car warranty and 2 months later the car breaks down and you go in and say you want to swap it out then they are going to ask if you want to purchase another warranty.... its that simple.
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#2 UPDATE Employee


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

Just a little clarification on what Blackbird03 wrote, just want to elaborate.

It does clearly state on your warranty brochure:

"One-time replacement if product cannot be repaired*

*Some restrictions apply. See Terms and Conditions for complete details."

Printers, 999 out of 1000 times, literately, cannot be repaired. It simply costs too much to ship it back and forth. Staples will replace your printer, then ship it back to the manufacturer, who will then repair and sell it refurbished. The replacement printer now contains a new serial number, so your warranty from the first one cannot be transferred. It can only transfer from person to person, if you sell that printer within two-years the warranty goes to the new owner for the remainder of the warranty period.

The warranty brochure contains 6 pages in the Terms and Conditions section. It is assumed that when purchased, the owner will read and understand those 6 pages, just like any other product you would purchase. It would take almost an hour to explain everything in there to the customer. If the customer cannot understand them, they provide a toll-free number for you to call. If you fail to understand the Terms and Conditions, or procrastinate, it is not at the fault of the retailer. Always treat the return as if you didn't have the warranty. You wouldn't have hesitated to return it then.

I see no fault in what happened, and this happens at every retailer. Reading and understanding warranty details is the responsibility of the consumer.
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#3 Consumer Comment

hp warranty

AUTHOR: Blackbird03 - (U.S.A.)

staples does not sell manufacture warranty they sell theirs through an insurance company such as assurant. since you brought the warranty and printer back to the store they probably thought they were helping you out. the warranty states they will fix your item if anything happens to it for the next 2 years. 2 years starting at the date of purchase not the end of the manufactures warranty. but in the brochure they gave you it states that 1 time replacement will be issued if they are unable to fix the device. of course none of this is from the stores, you must call the number on the brochure, but most stores do have the customers best interest in mind and try to get them a new printer or whatever it is the same day so they dont have to wait a week. And not to many other retailers have that mind set. and if you think its because staples gets more money out if, thats not the case. those insurance companys backing your printer have way less margin then all that ink that you bought.

the complaint i was expecting to hear is that since staples warranty starts the date of purchase but you cant even use it if you are covered under the manufactures warranty, staples states the reason for this because HP for example like most compainies is a Limited warranty, But anyone who has ever used hp's warranty during the first year including 11 months 30 days knows that they stand behing their products as long as its a manufacture defect. and by the way most vendors that staples sell have very similar return models. so staples should really start sell the replacement plans on a larger selection of devices or sell their warranty as extension plans.

to avoid confusion, ask questions right down names, and read what you are buying. your right you wouldnt buy a car warranty if it could only be used only once. but there also not giving you a brand new car everytime you come back.

I hope staples does not change their liberal translation of the terms of their warranty, since most customers go 16 months before anything goes wrong, bring their broken worthless printers into the store staples gives them 200 dollars for their machine that rings up 44.50 or something in the system and you walk out the door with the newest technology and all they ask is you pay them another 30 dollars.

for every 1 customer that doesnt like this there is 100 that love it.
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