• Report: #451457

Complaint Review: Staples

  • Submitted: Wed, May 13, 2009
  • Updated: Thu, November 26, 2009

  • Reported By:hendersonville North Carolina
150 Highland Sq. Dr. Hendersonville, North Carolina U.S.A.

Staples And Assurant Warranty Falsely Advertised and Denied Extended Warranty Claim Hendersonville North Carolina

*Author of original report: Staples Came Through

*UPDATE Employee: Not a staples issue!

*Author of original report: Got Satisfaction - sort of

*Consumer Comment: Read your warranty Terms

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I purchased an Optoma EP-719 projector from Staples for $999.99 and bought their extended warranty for $79.99. Staples web site showed the manufacturer's warranty was two years. The extended warranty was for two years beginning after the two-year mfg. warranty expired.

It's been three years and one month since the date of purchase and the projector stopped working. When I called to claim on my warranty, I was told it had expired last month. Even though I have the original documentation showing the mfg. warranty was two years, they argue that the original warranty was for only one year. Upon researching, I found that the original warranty, according to Optoma's website, was, indeed, only one year.

The sole reason I purchased this projector was because of the two-year mfg. warranty that Staples advertised and I still have that advertisement and have produced it to Staples. The best the store will do is only offer me a refund for the warranty purchase price of $79.99.

My company has spent over $20,000 with Staples in the last three years, including purchasing 95 office chairs (with an extended warranty on each of them), office furniture, file cabinets, multiple office machines, office supplies, break room supplies, cleaning supplies, etc. I was told by the previous manager that our company was their largest volume customer for that store. But they don't care about all of that and they are willing to throw away years of loyalty and potential revenue. All of this over a $1,000 projector, which could be replaced with a $400 projector, in today's world.

Staples is always more expensive than most stores but I wanted to support our local work force by buying local since we don't have a locally-owned office supply store in our town. I will never buy another item from Staples, not even a pencil, and I would recommend anyone who is considering purchasing an electronic item of significant value, to shop somewhere else and save time and hassle. And whatever you do, don't buy the warranty from them. You will regret it.

hendersonville, North Carolina

This report was posted on Ripoff Report on 05/13/2009 10:43 AM and is a permanent record located here: http://www.ripoffreport.com/reports/staples/hendersonville-north-carolina-28792/staples-and-assurant-warranty-falsely-advertised-and-denied-extended-warranty-claim-hender-451457. 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

Staples Came Through

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

It is IN FACT a Staples issue when STAPLES advertised the warranty as two years, when in fact, it was only one year.  The manufacturer has little, if any, control over Staples website and how they advertise and promote their products.

Ironically, the replacement we were allowed to choose from Staples website ALSO showed the manufacturers warranty as two years.  When the unit arrived, the warranty in the owners manual said it was only one year.  Staples eventually refunded my money after I sent the unit back.  (It had been opened before and the remote was missing.)

I will say that even though STAPLES continues to falsely advertise the Optoma warranty periods, whether intentionally or incompetently, they finally came through and did the right thing.  The customer isn't always right, but this time I was and they were good enough to realize this.

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#2 UPDATE Employee

Not a staples issue!

AUTHOR: rebuttal1 - (USA)

Sounds more like the problem is with the manufacturer than Staples. Staples is doing what they say, extending a manufacturers warranty by xxx years. If the manufacturer changes their warranty terms, that's not something staples has control over.

I've used (redeemed) the protection plans three times myself and have never ever had a problem.. the terms and conditions are clear, the Staples card arrives in about 2 weeks like they say (for the two that they just sent me my money back) and they didn't even ask for the old one. This complain should be filed against the manufacturer for false advertising.....not staples....

Oh, and price wise-I have yet to see another office supply store with lower prices than Staples. Even walmart is higher (sometimes lower online, but their stores won't match the online prices). And have you ever tried redeeming an extended warranty from Walmart or BestBuy? Walmart gives you a huge hassle and finds a cop out, and ferget trying to deall with BestBuy, you'll be on hold forever.
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#3 Author of original report

Got Satisfaction - sort of

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

The issue I have is not with the manufacturer or the terms of the warranty. The issue is that Staples advertised the original warranty as two years when it was only one year.

I called the president of Staples and they went out of their way to make it right after I presented the original Staples ad and all of the paperwork. They gave me a model number that they would replace mine with using PCMall.com for the replacement and directed me to the page that had all the specifications of the new unit. GREAT!

NOT REALLY. The listing on PC Mall's web site said the unit had a 2-year warranty and that it included all cables so I agreed to accept that unit. The unit arrived and had a one-year warranty and no cables were included. I called about it and they agreed to send a check for about $400 less than I paid for the original unit once I return the new unit, which I did. "Check will arrive between 7 to 10 business days."

It's been a month and still no check. I called about it and they said they only write checks on Thursdays in Atlanta and the check will be here by the next Tuesday. No check on Tuesday.

The bottom line is that Staples admitted that they made a mistake by falsely advertising and tried to recover. But they haven't quite recovered as of yet. I have no replacement and no check.
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#4 Consumer Comment

Read your warranty Terms

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

I also have a staples warranty and I pulled out the terms, it says in black and white that this is a date of purcahse plan and that it covers anything the manufacturer wont within that time period.

You have chosen not to shop at a business that you say you were trying to support because you the customer didnt fully read or understand the terms of the warranty.

I also find it hard to beleive that you buy from the most expensive retailer in your area Staples offers very competitive pricing and ive been shopping with them for over 10 years.
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