• Report: #1111601

Complaint Review: Staples Office Supplies/Richard Clark

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  • Submitted: Mon, December 30, 2013
  • Updated: Mon, December 30, 2013

  • Reported By: JBlair — Phoenix Arizona
Staples Office Supplies/Richard Clark
500 Staples Drive Framingham, Massachusetts USA

Staples Office Supplies/Richard Clark Like a computer that won't go into sleep mode, I go into nightmare mode! Framingham Massachusetts

*Author of original report: Were You There

*Consumer Comment: You basically proved my point...

*Author of original report: Sloppy Work Ethics

*Author of original report: You weren't there

*Consumer Comment: Here is why you caused your own troubles..

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I am currently embroiled in a nearly 6 month nightmare with Staples Office Supplies.

It all started July 23, 2013 when my less than 3 year old Dell Desk GTop Inspiron 570 would not wake up from sleep mode.

I brought my computer to Staples, 7th Ave. and Bell Rd here in Phoenix.  I paid 69.99 for their tech dept. to run diagnostic tests. Following the tests, which my computer passed, I re-hooked back together. i.e. screen, printer, keyboard, mouse. Shortly after I started getting blue screens.  Once again I unhooked evverything and brought my computer back to Staples.  I was dealing with 3 different technicians one of which was the store manager, Amanda.  She told me that will run more tests, but it sounds like it's the processor which would cost over $400.00 to replace.  I told her for that kind of money I could buy a brand new computer, which is what I did.  I would use the Dell as a spare.

My main concern with the Dell computer was to save my I-Tunes.  I had 5 years worth of playlists that I created with consisted of both purchases and imports.  as of the date that I first brought my computerinto Staples, July 23, 2013, I created 230 playlists with an average of 25 songs per playlist.  I was told by Amanda if all fails with the Dell they could transfer all my I-Tunes on to the new computer.

Now, Amanda tells me she believes the problem is the hard drive even though Aaron, one of the other tech's believes the problem is the mother board..  Amanda order a new hard drive.  Once the new hard drive was installed the next step was to install Windows 7, which apparently takes some time.  They close the store for the day figuring when they come back the folloowing morning it will all be installed.  However, sometime during the night the computer crashed and Windows 7 was never installed on the new hard drive.

Now their telling me the problem is the mother board.  With both anew hard drive and mother board the computer still crashes with blue screens.

I'm handed my computer in one hand and an uninstalled hard drive in the other.  The hard drive is the original one, and I leave the store putting the computer in the closet at home.  I receive a call that Staples can now install a new processor in my computer for approx. $100.00.  which they now beleieve is the problem.Aaron calls me when when the new processor arrived  and once again I bring my computer back to Staples.  Aaron first put my original hard drive back in the computer and then in amatter of minutes, quickly installed the new processor.  Expecting me to just take my computer and leave the store, I asked Aaron to boot it up, I wanted to check my I-Tunes.  Once up and running I clicked on I-Tunes, brought up the program and all my 230 playlists were gone!  And m,any oof my purchased songs were missing.  Aaron by his own admission tells me he dosen't know much about I-Tunes and begins click here and there and everywhere at great speed.  Still no playlists.  Acting like nothing happened, they tell me they don't know what happened and once again I takke my computer home worse off than when I brought it in.

I contacted I-Tunes tech dept. and explained everything that Staples had done to date.  The first thing that the I-Tunes tech did was show me how to retreive my purchased songs from the IClouds.  I'm told by the tech that the only way my playlists would disappear like they did is have been purposely removed.  There was no reason for the playlists not to be there.  Those playlists were the masters.  If anything were to happen to the burned CD', I no longer had the capacity of burning a new one.  5 years worth of work, over 5,000 song titles, some irreplaceable.  To replace all the songs would cost thousands of dollars.  All gone and Staples not accepting ANY responsibility.  There's s-o-o-o- much more to this ongoing nightmare.  I think by now you get the idea.  The Dell computer, with once again having a new hard drive installed 12/21/13, this morning 12/30/13 crashed twice with blue screens.  Help!!!!!!! 

This report was posted on Ripoff Report on 12/30/2013 08:45 AM and is a permanent record located here: http://www.ripoffreport.com/r/Staples-Office-SuppliesRichard-Clark/Framingham-Massachusetts-01702/Staples-Office-SuppliesRichard-Clark-Like-a-computer-that-wont-go-into-sleep-mode-I-go-1111601. 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 Author of original report

Were You There

AUTHOR: JBlair - ()

 What has always amazed me about people such as yourself is how easily it is for them to negatively comment about events when they were NOT there. My first instinct is to ask you to get a life, but since it's a New Year I'll make that one of my resolutions.  To ansawer one of your statements of which you made it sound like you were a fly on the wall, yes I did in the pressence of the technician connect to the I-Tunes web site and show them what I was concerened about.  Oh, and before I forget, again your jumping to your own conclusion, at NO time did I ever mention sueing for $5,000.  I was referring to the cost of replacement.  Happy New Year!

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#2 Consumer Comment

You basically proved my point...

AUTHOR: Robert - ()

Each time one of the technicians worked on my computer I stayed in the store to watch and ask questions.  One Saturday, as weired as it may sound, I remained in the store for 5 straight hours.  I watched
everything they did.  I constantly reminded them about my concerns.

 So during all of these times did you ever see them access your "personal" programs?  The answer is of course NO.  Because if you had seen them do that your report wouldn't have been several paragraphs of your entire "story".  It would have been one sentence.  "I took my computer into Staples and I saw them delete my data".  But that is not what you said now wasn't.  Or are you going to claim that out of spite they did this when you weren't looking?

Even in all of your "horror stories" you not once showed that your data was accesible when you took it to Staples.  This is exactly why if you really look at your paperwork you will see some section on "Data Loss". 

As I understand what your saying in regards to a backup, however you weren't there

- No you don't understand.  If you did you would also take responsibility.  As for me being there...I have nothing to do with you backing your data up...sorry.

Now, if by chance you truly have nothing that says they are not responsible for any data loss.  Then take them to court and sue them.  For $5,000 you are probably still under the Small Claims Maximum in just about every state.   Of course when you take them to court the judge is going to bring up the exact same points I did. 

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#3 Author of original report

Sloppy Work Ethics

AUTHOR: JBlair - ()

Regardless of having a back up or not, there's no reason for all my 5 yhears worth of work to have been removed.  Verbally I was told that at no time would they enter any of my personal programs.

No where on their paper work does it say, " We guarantee not to rip your computer apart and give it back to you in worse working condition than the time before.

Let me pick up where I left off from my original posting.  Here are a couple examples of work ethics by a few tecnicians I dealt with from the first Staples location.  When the tecnician was removing the hard drive she unplugged it by pulling directly on the cords rather than the plug(s).  I even brought this to her attention.  Next, when the processor was installed, if you recall, I wrote how quickly the work was performed. The computer worked properly for a couple days than began constantly overheating and crasing with blue screens.

That's when I developed a relationship with the second Staples store.  When I called and explained what has happened to date I was told to bring my computer in and they would fix the problems caused by the first Staples store at no cost to me.

When the technician opened the computer to look at the processor installation his responce was, Oh my God!'.  The reason(s) it began to overheat and crash was Aaron who installed the processor first did not remove the label on its top and drowned it with this goop on top.  The technician cleaned it up and home I went to try again.

If you would like more horror stories, just say so Iv'e got plenty more! 

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#4 Author of original report

You weren't there

AUTHOR: JBlair - ()

 As I understand what your saying in regards to a backup, however you weren't there.  Each time one of the technicians worked on my computer I stayed in the store to watch and ask questions.  One Saturday, as weired as it may sound, I remained in the store for 5 straight hours.  I watched everything they did.  I constantly reminded them about my concerns.  You did not hear the exchange of conversation.   As I mentioned at the end of my report "There's s-o-o-o much more to the story. And as of yesterday 12/30/13 the saga continues.  One week ago Staples installed a brand new hard drive in my computer and this past Friday it already crashed with freezing and blue screens.  The old expression, "To many cooks spoil the broth" that's what I beleive happened without fail to my computer in the end.   Regardless of a back up, the Staples still had NO reason to enter my I-Tunes program.  I have read my paper work from Staples and nowhere does it state they are Not Responsible.   Again, you weren't there and privliged to the many conversations we had.

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#5 Consumer Comment

Here is why you caused your own troubles..

AUTHOR: Robert - ()

 That is right the loss of your data is YOUR responsibility.  If these items were so important and critical to you why didn't you have a backup?   Yes it really comes down to something that simple.

You did not give Staples a working computer, you gave them a computer that had a problem as it would not exit sleep mode.  You can not be sure that the playlist and your missing songs were accessible on your computer when you handed it over to Staples.  In addition to that even if it was, when you gave them your computer they most likely had you sign an agreement that in effect said(may not be the exact words), that you have a backup of your data and will not hold them responsible for any data loss.

Just like a Mechanic has to diagnose a car or a doctor has to diagnose an illness.  A Computer tech has to diagnose a computer issue.  It is sometimes hard if not impossible to know EXACTLY what is wrong, and sometimes may be trial and error.  It could also be a case where everything went bad at once.  I can tell you from experience I have seen a bad motherboard basically "fry" the Hard Drive, Processor, and Memory as well. 

Unfortunatly without a backup you are as they say Up the Creek....Your last hope is not cheap one but if these items really mean that much to you they may be your only hope.  That is to contact a Data Recovery Company who will attempt to read your hard drive for existing data.  Now as I said it isn't cheap..you could be looking at anywhere from $300-$1000+ for recovery depending on what they have to do and the size of your drive.  This is also NOT guaranteed of what they will pull up.  Oh and as per the reason I stated in the beginning Staples is not responsible for this cost.


So the moral of the story....BACKUP..BACKUP..BACKUP.

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