Wwyd

[Callie]

I'm beyond upset and to wits end with issues around my laptop. I purchased an HP laptop last February. It wasn't cheap at all, over $1,000 and I bought the protection plan as well, including accidentals. Well this fall the screen started going out, so I had to send it to HP to be repaired. It was gone for about 2.5 weeks. Well two months later, the same issue starts again. I sent it out through the company Office Depot partners with, OVER A MONTH AGO.
It still has yet to come back, and I keep calling this company and office depot demanding answers. I keep being promised I will have an update that night....and it never comes.
I also come to find out, the first time that it was sent into HP for repair, it won't count towards the three strikes and refund rule. I don't know what to do?
I'm a college kid, and I cannot keep affording to be without my laptop for months, and not know whats going on.

 

[kwelch10377]

The issue you sent it back to HP for repair it must have still been covered under the manfacturers warranty, which is totally seperate from the extended plan warranty. The 3 strikes rule typically only applies to issues that are taken care of under the extended warranty.

I would call both OD and the warranty company and ask to speak directly to a supervisor. If they tell you that they will have an update that night, tell them that you expect a call by X time and if you don't get one you be calling back at X:01.

I work for Staples Corp offices in the Customer Satisfaction dept and part of my team is the highest escalation for customers. One of the issues we deal alot are these types of warranty issues. I overhear so many calls that I am pretty familiar with how things work with the plans.

 

[golfgal]

I would go to Office Deopt, talk to the store manager, explain the situation and let them know they have 2 days to rectify this situation by either returning your repaired computer, replacing it with a new one or giving you a FULL REFUND including the worthless service plan or you will be going up the chain of command until you get some satisfaction, filing complaints against the store manager all along the way.

 

[Callie]

I keep getting the same run around, and I've tried every section of customer service. They won't even let me speak to a manager, even after I tell them I have to.They keep telling me to call back during the repair centers hours, and I do, and they still can't get ahold of them. I'm in tears tonight, stressed over not having it for over a month.

 

[kwelch10377]

I keep getting the same run around, and I've tried every section of customer service. They won't even let me speak to a manager, even after I tell them I have to.They keep telling me to call back during the repair centers hours, and I do, and they still can't get ahold of them. I'm in tears tonight, stressed over not having it for over a month.

What happens when you try and call the repair center directly? Don't back down when you ask to speak to a manager, be persistant and direct to the point.

I would also try going into the store and speak to a manager. Go in explain the situation and get the manager to call on your behalf. If they will not help ask for the District Manager's contact info and speak to him. They may be limited to what they can do directly since they are not in possession of the computer themselves, but they should be able to make contacts on your behalf and get a resolution.

 

[Callie]

If I ever get through, they just tell me they don't have any info, and they need to email the back for updates. I try again and I can't get through. They either don't answer, or claim they are closed when it's clearly their business hours. Same story over and over.

 

[kwelch10377]

What is the name of the company that you sent it too?

You need to go into the store and talk to someone. I know it is stressful, but when you talk to them try not to let your emotions take over.

 

[Callie]

Micromedics

 

[kwelch10377]

If it is the one in IL, I just read some reviews and they are not good.

I think you only option is to work with a manager at an Office Depot and hopefully they can help you get it resolved.

Good luck and I hope it gets resolved soon. Don't afraid to be persistant until you get a resolutions and at the very least I would ask OD to refund your warranty.

 

[Kathi OD]

I hope you have been documenting the times that you call both OD and the repair firm and got the name of the person who you spoke to, along with their response to your questions. It's time to move to the pen and start writing letters to OD's customer service, including the president of the company detailing your problem. Send your letter certified (or is it registered, it's been so long), so that you have proof that you sent the letter to them. Usually when you write to someone up the chain of command, rather than just keep calling the same people over and over, you get a better result.

Good Luck!

ETA: here are some names & an address for you:

Steve Odland, Chairman & CEO
Kevin Peters, President, North American Retail

Office Depot Corporate
6600 North Military Trail
Boca Raton, FL 33496

 

[cm8]

If I ever get through, they just tell me they don't have any info, and they need to email the back for updates. I try again and I can't get through. They either don't answer, or claim they are closed when it's clearly their business hours. Same story over and over.

I'd be frank and upfront with telling them that since they can not seem to locate your laptop and you have waited long enough and have not received the goods YOU paid for, that you are going to file a police report reporting it as being stolen merchandise . That is no way to treat someone. Something is not right with that "Ill get back to you", seems someone has either loss your laptop or using it for their own pleasure!

 

[Northstar]

Hey, Callie. Computer problems... deadly for a student, I know!

A key thing to remember with dealing with customer service is to state clearly what you want.

Your problem may be that what you are saying you want is INFORMATION... "I want to know what's going on with my laptop." The customer service people do not have that information, so they tell you to call the repair center or tell you they will arrange for someone to call you back.

Try not even saying "I want to know..." Say "I need my laptop returned in working order by Friday" and, when they say they can't arrange that, ask for a supervisor.

Would you be willing to accept a replacement laptop, or do you need the stuff on your hard drive? I tell you, after 2 major problems with this one, I'd be asking that supervisor for a new laptop to replace the one that is so hard to repair that it's spent a month in the repair center.

It might actually be easier for them to give you a replacement (especially if you end up going to the store manager) than to deal with the repair center.

And I agree with the people who have told you it's time to put things in writing. Or at least let them know you're recording the call, and actually do record it!

Good luck!

 

[bicker]

Micromedics

I'm not sure if they're actually coming into the issue, at this point, but you should know that they've got an incredibly bad reputation. They offer these incredibly low-cost warranties, and then provide commensurately low-value service. From what I've read, they aren't actually doing anything illegal, but their business model is clearly one which relies on people being attracted by the low price-tag for the warranty, and then not worrying about whether anyone will ever buy another warranty from them in the future: They evidently make enough money just selling consumers one extended warranty (and providing very limited coverage, to the letter of the terms and conditions), after which those consumers either never buy another extended warranty from anyone, or get future extended warranties from high-end providers.

Best of luck with your tribulations.

 

[Callie]

It's gotten to the point now I'm having some horrible dreams about this stupid laptop. I do a ton of photography and video editing in the summer, and well I can't do any of that without my laptop. The house computer is old, and won't work it the programs.
I found out today, that one of the parts is back-ordered. Why did it take them 2 weeks to tell me, let alone 4 days of calling nonstop?
I then called Office Depot demanding either a refund, new laptop, or a loaner, because I NEED something. They refuse to do anything until it hits the 45 day mark. I feel sick to my stomach, I just cannot wait that long. This is even speaking to the supervisor. My mom even got on the phone to explain things, and asking for a direct number and person to speak to, and they won't even give that out.
A backordered part could take MONTHS.

 

[kwelch10377]

How many days has it been since you sent it? I would imagine it is coming close to the 45 day mark.

Do you still have the brochure they gave you when you purchased the warranty? If you do look through all the fine print and see if it mentions anything about what would happen if they can't get the part to repair your computer.

 

[Callie]

It's only about 10 to 11 days, but I honestly can't go that much longer. I've been doing a ton of traveling, and not having this laptop is impossible. I'll look through the booklet i received.

 

[Handbag Lady]

If I ever get through, they just tell me they don't have any info, and they need to email the back for updates. I try again and I can't get through. They either don't answer, or claim they are closed when it's clearly their business hours. Same story over and over.

Repeat after me. "That is not acceptable. I want a manager, please." "That is not acceptable. I want a manager, please." "That is not acceptable. I want a manager, please." "That is not acceptable. I want a manager, please."

And again. "That is not acceptable. I want a manager, please."

 

[cherylp3]

I would try calling investor relations for Office depot, 561-438-7878 or Office Depot
Melissa Perlman, Public Relations, 561-438-0704

the CEO is Steve Odland. Also have you tried contacting office depot on twitter?
(I had great luck getting help from a different company using twitter)