• Report: #614704

Complaint Review: Office Depot Performance Protection Plan

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  • Submitted: Wed, June 16, 2010
  • Updated: Fri, February 03, 2012

  • Reported By: Mike — Lincoln Nebraska United States of America
Office Depot Performance Protection Plan
6600 North Military trail Boca Raton, Florida United States of America

Office Depot Performance Protection Plan Warranty Department 3 Weeks on the Hamster Wheel Boca Raton, Florida

*REBUTTAL Owner of company: Office Depot extended Warranty

*REBUTTAL Owner of company: Office Depot Performance Plan

*Consumer Suggestion: Call Centers useless - only a conduit

*Author of original report: questions

*Consumer Comment: A few questions...

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To all it may concern,

     I will start plainly,  be blunt and straight to the point.  Do not purchase an extended warranty from Office Depot.
     I purchased my Notebook less than two years ago,  I had some minor problems with it to begin with.  The keys on my keyboard began to fall off,  at this point I was still under the manufacturers warranty.  HP handled this efficiently and without any hassle whatsoever.
     Now,  here i am nearing the end of my extended warranty through Office Depot.  My notebook begins shutting down randomly after being used for roughly an hour.  Then it stops working all together.  So what do I do,  I think ok im glad i got this warranty.
     I contacted the Warranty Department through Office Depot, speak with an operator named Chad who is very pleasant and helpful,  he sets up my service order,  sends me a box, and away she goes to be repaired.
     About a week goes by and i decide to contact them on the status of my notebook.  Call #1  was pleasant and somewhat helpful,  they kindly reffered me to the outsourced service department called MicroMedics,  supply me with a contact number and reference number.
  Call #2  I contact MicroMedics,  asking on the status of my notebook,  this would be my first "i dont know" I was unaware that is actually the extent of this and office depots vocabulary.  Anyway,  they politely let me know that they havent finished their diagnostics yet and refer me back to the Office Depot Warranty department.
   
     I could sit here and outline the whole series of phone calls,  which would probably be somewhat amusing but i think you get the idea here.  

     Finally a couple of weeks have passed with me spending hours on the phone trying to get a simple answer. "Are you going to repair my laptop?"
     
     Their simple response was "Due to physical damages to the machine we cannot do the warranty work,  the damage must be repaired first"

      Ok,  MicroMedics graciously offers to send me a qoute on the repairs that need to be made before my warranty work can begin.  Here is the mighty list of Damage done to my machine.

     -The Right Control Key is missing from my keyboard (im certain this is from shipping)
     - There is a crack...(more like a scratch in the gelcoat) in the case above the left USB port
     - This one was just added in today during my last conversation with Jason,  the hard drive is disconnected
       
        Three Days later i recieved my notebook back in a smashed box.

So i started on the phone again,  determined to get satisfaction,  which did not come in the form of my next several phonecalls (other than the people who shipped my notebook,  they have been more than helpful). Now i spoke with Jason,  he seemed eager to help.
      
 He was kind enough to tell me that my warranty did not cover accidental damage,  which is fine.  I had already offered to pay to have the damage repaired. 
So i asked him very simply "is my motherboard covered under your warranty?"
...."I dont have that information available sir"

So here is where i stand over a month after submitting my notebook for warranty work.  
         I have my notebook back,  in a smashed box.
         MicroMedics claims they returned the notebook, minus the qoute, on Office Depots order
         Office Depot denied this at first but then said yes they told them to send it back (eventhough i offered to take care of the keyboard)
         I have filed a complaint with Office Depot Headquarters, Now with Rip Off Report,  and im about to move on to any organization that i can complain to.

     Im sorry if my story got a little scattered around, i have spoked to every customer service rep in the PPP department including an unpleasant supervisor named MaryAnne at least twice,  and it seems their main tactic on covering warranty work is to pass the buck back and forth until you are completely livid at which point the switch to I dont know.  

       To all you would be consumers of Office Depots extended warranty Beware,  take the time to verify what is covered and what is not. As for me, I will never purchase anything from Office Depot again.  Or if you need an extended warranty check with your notebook's manufacturer they probably offer one.  Be certain that you have accidental damage,  or replacement coverage.  Be Certain,  i was led to believe i was covered for these things.

       Fortunately,  it appears that my notebook was mishandled during shipping so the kind folks at the un named shipping place are going to help me out.  Good Luck!


God Bless America and Take good care of our troops.

      

     

This report was posted on Ripoff Report on 06/16/2010 10:08 AM and is a permanent record located here: http://www.ripoffreport.com/r/Office-Depot-Performance-Protection-Plan/Boca-Raton-Florida-33496/Office-Depot-Performance-Protection-Plan-Warranty-Department-3-Weeks-on-the-Hamster-Wheel-614704. 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:
1Author 2Consumer 2Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Office Depot extended Warranty

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

I also had the same problem with this company.  Called, got the nice person, said it was covered, sent me the box.  Sent it back not repaired.  Long story short, they refuse to fix it.  Tell me it has  to be "Bio-hazard cleaned".  My very little dog peed on it.  My tech guy at work  has already taken it apart and cleaned it.  Even included a signed statement from him that it was cleaned.  They still sent it back, this time with the F5 key broken off and dings and scratches above the keyboard that were not there.  Also, they cannot tell me where to take it to get "bio hazard cleaned" I was going to pay for that to be done. 

I am fortunate that I can still use my computer, just not the keyboard.  I was able to go and buy a wireless keyboard and mouse and keep working.  Not happy about it but what can you do?  I also will not buy my new computer from Office Depot and I will never buy a Premium warranty again.  Yes I bought the premium one.  I will buy direct from the manufactorer now not going to purchase from a 3rd party again.

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#2 REBUTTAL Owner of company

Office Depot Performance Plan

AUTHOR: Heidi - (United States of America)

I had no problems with my claim.  I don't understand why these sites aren't shut down.  It makes me sick.  I am glad I purchased my plan and have a $150 gift certificate coming in the mail to use at Office Depot.  I had a desk where the laminate started flaking and they are covering it 100%.  It's awesome because we are going to use our gift card to purchase an up-to-date printer.  I guess for people who can't read their warranty and figure out what is covered and what isn't, too bad for you.  For all the people who can understand their warranty and do know what is covered, you can enjoy the warranty!
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#3 Consumer Suggestion

Call Centers useless - only a conduit

AUTHOR: IntheKnow - (USA)

Mike: Micromedics tells the call centers what needs to be done. A certain fee is authorized. Only the "Premium" plan would have covered damages - but at those prices you might have just got another laptop. The call centers are those of the company listed in your brochure, N.E.W. Each rep puts notes up on their computers - there are no case assignments to individual reps - that is designed so there is no "personal" connection to one.

Best best to to call Office Depot - a public company - and ask for the Director who is responsible for their extended service programs. Even if you get the Assistant - you should get satisfaction. If not, call your local BBB who will contact Office Depot.

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#4 Author of original report

questions

AUTHOR: BishML76 - (United States of America)

     I did in fact contact the shipper right away,  the gentleman at the 1800 number Chad authorized the shipping,  micromedics sent me a box with labels etc.  The driver took note of the condition of the box,  and we opened it together,  his initial comment was "where is the packing material?"
it was a cardboard box with a w shaped piece with plastic around it,  you fold the ends up to loosed the plastic, slide the laptop in and then fold the flaps back down to tighten it up.  I dont think they had crushing in mind when designing this box.

Ive also spoked to my local office depot where i print all my standard contracts, cards, flyers etc and they are trying to help me out as well knowing fully how much business i do there.

Something else to note,  no one at the PPP center will give you an agent ID or any way to contact them.  they have a round robin type of call system so you never really speak to the same agent twice unless you call them relentlessly like i have.

I probably haven't been able to articulate very well the events that have led me here,  i am pretty aggravated at the moment.  I hope i have answered your questions


Still getting the runaround.
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#5 Consumer Comment

A few questions...

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

Who authorized the notebook to be shipped out for warranty work? Was'nt it insured for the trip to where it went? When it arrived at the service center, was it noted that there was damage? Who was the shipping company? Have you contacted them and filed a report? If it came back to you in a smashed box, did the shipping company make note of that? Did you tell the driver? Did you call immediately after it came back to you? These are questions I have for you, and you should be able to get some help.
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