Dear Sir / Madam,
I have to bring an issue to your knowledge because now its gone very serious and things are turning out to be really bad. I bought Sony laptop in April 2010 from future shop before leaving for my business trip. My trip got ruined as during my trip the laptop stopped working. I contacted the customer services 3 times they told me to perform some tests and finally they diagnosed as hardware failure. They suggested to send it back to Sony as i was abroad and I informed them they said as soon as you are back return it to future shop and then we will get it sorted as its under warranty so there is no issues.
My trip was much longer than expected as i was totally gone out of touch and all data got wiped off due to the hardware failure. Its long story how much loss incurred and how much expenses i had to bear for that extra time I spend abroad.
When i reached back home many things had to be sorted and then finally in Dec, 2010 I went back to Future shop with the emails and all the reports that Sony send to me and i requested them to send it to Sony. I received a call after few days that the laptop is fixed so I can collect it.
I collected the laptop and it seemed fine and i started to transfer the data to my laptop as the work was getting pending. Just after few days of usage the screen turned blue and the laptop started to get very hot. I tried turning it on and it didn't turn on if it did was the blue screen. After few tries it turned on and went into the recovery mode by itself and it never booted and all my data was wiped up again. I brought it back to future shop and explained that instead of getting better it started to get worse and all my data has been lost so pls try to recover it. They said we will send it to Sony and we will get it sorted. I told them that now i cant trust this so pls replace it they said it need to be sent back to Sony and see what they have to see what they diagnose about it.

After few days I got another call from future shop and they said its has been fixed and I can pick it up. i went in they showed me as it was working ok. I did say that I dont trust it but they argued and even became really rude that i dont know how to use the laptop and started to accuse me that why do I have to restore the laptop and so many things. i have been using laptops for the last 15 years and I am not new to this territory and when i asked few questions to them they became quiet and they had no answer to my questions.
Finally they reassured me that now I will not be having any more issues. I brought it back and then again i transferred all my stuff to the machine and after few days same things started happening. I noticed it started to get really hot and then the screen turned blue which meant that it had some major hardware issues and I was quite surprised that as everything has been given to them in writing why Sony hasn't been able to sort it out.I always asked the customer care department in Future shop for the Sony number but they always refused to give to me. i said i need to talk to them so I can explain to them what is matter may be there is some misunderstanding but the always refused to provide me with it. One more thing they always said the store manager was not in and I cant see him.
The same scenario happened it went back into the recovery mode and all my data was lost.
I bought this laptop for my business and not for being on the social networks and msn. This was highly priced and high spec system which i chose and paid premium price on the Sony brand as i have been using their laptops for ages. I have been losing so much money every month and my business have been affected so much.
This time I called in the Store manger on 19th of March, 2011 and he said he will check and get back to me. i didn't get any calls, later I found out he left for vacations without replying back to me.
I called in again on 21st and spoke to the customer care manager and then on 24th march went in person and met Mr. Mike customer care manager he said nothing to worry about and he will update me.

I got call from Customer Care and they said finally its been been diagnosed by Sony as total hardware failure and they will replace the system on its arrival. i told them my next business trip is due on Thursday 24th so pls get it sorted asap. i got a call Wednesday morning that the system has been fixed and I can collect it. I have no idea what was happening. One day before they telling me total hardware failure and then telling me for replacement and suddenly how overnight the system has been fixed.
I was already not happy and very much suspicious so this time I located the number of Sony Customer Care and then I talked to them gave all the details and wrote down everything. They said they call me back asap. They called me next morning and shocked to hear what they told me.

1. The future shop never send the laptop to them for repairs for the first two times.
2. They never told them what was the error on the system.
3. Only change was made was the hard drive as they didn't know what else was the problem with system as Future shop didn't tell them anything.
4. they said no emails or paper work was sent to Sony otherwise the problem would have been resolved the first time and never needed repairs again.

Now I need an answer to my questions:
1. Why Future Shop staff lied to me?
2. When i asked for any paper work from Sony they never had it.
3. They accused Sony that they are lying whereas they cant find any record of the system being sent to Sony.
4. When i asked about the file or paper work from Sony what they have repaired they even refused to provide me any proof.
5. What is my mistake and why I have to go through all this hassle.
6. Who is responsible for the loss which I had to bear due to data being wiped off?
7. Who is going to pay me for the extra expenses occurred for my extended stay and traveling?
8. How dare they misbehaved to me and lied to me?

I have lost all my faith on Future Shop. All appliances and electronics of my house were bought from Future shop and now I am thinking if they can treat a loyal customer like that and then what about the new ones.

I am not going to take laptop back and I need full refund and compensation for the hassle I had to suffer because of Future shop.

If my issue is not resolved in few days I will take this matter to higher management.


Regards
Really Annoyed Customer

I had purchased a new HP laptop from Future shop. I did not go for the extended warranty although pressurised by the salesman. The pc was supposed to be from the bos, however I found a part of the charger cord missing. Also the touch pad was working erratically. I approached Future shop later to complain, but they insisted that it was a new piece and I should have informed them earlier.
I was not able to get the charger cord but I want to caution other buyers to be very careful when they purchase anything at Future shop. Ensure that all the components are actually in the box, since these guys at Future shop cannot be trusted.

I saved up for a desktop with a Core i5 Processor. Future Shop had a sale on a Gateway desktop so I went to the first sales person and asked if I could could purchase it. That was my first mistake. He was all over the to grab the right computer and kept loosing his binder. We get to a computer to put the purchase through and he would not let me pay. He kept trying to sell me a warranty plan for almost $400. He was so enthusiastic, I almost buy into it. He gave up and asked if there was anything I needed. I mentioned that I was interested in Microsoft home office and Norton internet security. He told me for the almost the SAME price of the two products he could give me a discount and have the tech crew intall the programs, make backups, and ensure its working. My second mistake was agreeing to this "deal". What should have been $175, I realize after I pay, that I was charged $250. Not impressed.

I went back in to pick up my computer and stopped at customer service to explain that I did not consent to spending $100 to have someone do what I could do myself and without driving back to Future Shop. The Front End Supervisor was amazing. He made me feel good about what I was getting out of the $250. Was it not for him, I would have returned the product.

It was all good until I set my computer up and it the task bar and shortcuts didn't appear. It was stuck on the backdrop. I called the store and asked what I needed to bring back for a replacement. I was told I need to bring back the CPU, mouse, and keyboard, but not the backup copies of the programs I purchased.

I get there and they inform me the the service I received the first time, where they got rid of the trail version of the programs that took up space could not be offered without the software. Regardless, I would have to call the anti-virus company and Microsoft if I want to have a backup copy. I have go out of my way to make it right, when I paid $100 to ensure this would not happen.

The tech I dealt with was very unpleasant. No 'hello', just "there is only one more of your computer in our store but the box has been opened; so you'll have to have that one". She asked if I had brought the backup files and when I explained I had called she used a condescending tone to explain why she couldn't provide a service I had paid for because I failed to bring the CDs.

I will NEVER shop at Future Shop again.

FUTURE SHOP NOW FOR THE SECOND TIME (FIRST TIME TWO YEARS AGO) HAVE SAID THEY WOULD COPY MY HARD DRIVE TO ENSURE DATA INTEGRITY WHILE IT WAS REPAIRED UNDER WARRANTY.

WELL, THEY AGAIN WIPED OUT ALL OUR CORPORATE EMAIL FILES; FIRST DENIED IT WAS THEIR FAULT; THEN ADMITTED THAT THEY MADE A "MISTAKE" IN COPYING THE HARD DISK; HAVE HAD MY COMPUTER FOR OVER A MONTH; AND STILL NO SOLUTION...

THE WORST OF ALL - THEY HAVE BLOCKED ME TWICE NOW FROM TALKING TO THE STORE MANAGER AND HAD THE "SALES MANAGER" TALK TO ME BOTH TIMES SAYING THEY WOULD BE BACK TO ME LAST FRIDAY...

TEN GUESSES AND THE FIRST NINE DON'T COUNT AS TO WHETHER THEY GOT BACK TO ME LAST FRIDAY...

THEY ARE A BUNCH OF LIARS AND DON'T DESERVE OUR BUSINESS.

FOR THOSE OF YOU WHO HAVE HAD THE SAME THING HAPPEN TO YOU, PLEASE FEEL FREE TO CONTACT ME AS WE ARE ABOUT TO SUE THESE BLEEPY BLEEPS!

HARRY ALEXANDER
1-613-675-4446

We bought my son an Apple Ipod for his birthday two years ago for $400.00 and change and at about the two year mark the headphone jack stops working. He can only hear the music out of one side of his headphones. So, having bought the extended warranty from Future Shop we brought it back to the location where we purchased it and asked that it be fixed. Two weeks later we received a call that the problem was with the hard drive and that the reason there was a problem with the hard drive was because there was physical damage (a small dent in the back of the Ipod). We picked up the Ipod and took it home over Christmas. Then decided we would bring it back to discuss the fact that there was nothing whatsoever wrong with the hard drive. The electronic portion of the device is just fine -- it scrolls, displays all the menus, plays the music etc. By that time the warranty had expired but the woman there said because we had brought it in before the expiry and that the problem had not been addressed correctly she would send it back with a note to ignore the hard drive and just to replace the headphone jack. We recently received the Ipod back again but nothing had been fixed. When we returned with the Ipod a third time we were given the runaround by the manager and counter personnel who said that there was nothing that could be done. The original diagnostic was correct and the warranty was now expired anyway. As we complained further we were greeted with blank stares and then as I further explained that the hard drive was fully functional and that what we were experiencing was a mechanical and not an electronic problem she said that *we* had caused the problem by jiggling the headphone connection inside the jack. Future Shop extended warranties are not worth the paper they are written on. Anything will be used as an excuse not to address the problem and managerial staff are clearly trained to let you rant until you run out of breath and then leave you fuming at the desk.