re: Future Shop PSP
I normally would have filed a customer complaint with Future Shop’s head office about my PSP, but they probably know what goes on in their stores everyday with a Product Service Plan. Lucky for you, I’m going to share my experience about it to save someone the hassle of going through what I did.
Anyway, here is my Future Shop Product Service Plan (PSP) customer complaint:
This is an old Future Shop PSP story, but nothing seems to have changed in all this time, so it is worth your time to read it.
On July 2007, I purchased the LG Electronics LRH-880 DVD Recorder for $249.99. I also bought a 3 year Product Service Plan / Extended Warranty from Future Shop for $69
I get the unit home, and start figuring out how it works. This is my first DVD recorder, so there is a bit of a learning curve. Over the next few months, I get it working, but I notice it is very sensitive to particular brands of Media. It also wants to be rebooted a lot before it works. Some days it won’t record at all. Other days, you have to play a regular DVD movie first, then pop in your DVD-R for it to recognize it.
I finally give up, and Feb 2008 I bring it in to Future Shop for service especially since I plan to start making a lot of DVD-R’s. Future Shop sends in for repair, about about 7 weeks later (49 days) it finally comes back. On the note it says that it was a Major Repair, they had to change the printed circuit board (motherboard), and some drive mechanisms. Basically they changed the entire guts, and kept the case and powersupply the same.
I take my LRH-880 DVD Recorder home, and it is performing exactly the same way as when I brought it in for repair! It won’t recognize any brand of DVD-R. I bring it back to the store, and the customer service manager says that they can send it in again.
I explain to the Future Shop manager that I do not want to wait another 49 days because I need to use a DVD Recorder now. She says that under the PSP policy, the unit has to receive 3 major repairs before they can offer me a replacement unit or an exchange. She then says “well, you could always buy another DVD Recorder, use it, and return it”
I then say, well how long would I have to return it? She says 30 days. I said so if this next repair takes 49 days again, I will have to buy a DVD Recorder, use it, bring it in for a refund within 30 days. Then I will have to buy another one, use that one, and bring it back for a refund again.
I then say “So I have 2 more major repairs before my Product Service Plan will allow me to get a replacement or exchanged unit, that will mean I will have to buy 4 DVD Recorders during this repair time, open the box, use the recorder, and bring back the open box for a refund. Do you really want to have four open box DVD Recorders sitting on your clearance table at a reduced price?”
She gives me an evil smile, because she knows Future Shop is playing games with me with this stupid “send it in, wait 49 days for repair, it comes back, still broken”
..and as a customer, I also can play games with Future Shop too... “ok, you keep my unit for 49 days on three separate occasions, and I’ll just keep buying other DVD recorders, using them and returning them, while I wait for my repairs. Otherwise, let me trade up to this $489 Pioneer DVD recorder now, and I’ll pay the difference and we’re both happy.”
The Future Shop customer service manager looks at me, and says “Ok, ok, listen, I’m in a good generous mood today, so this is what I am going to do… I will give you a refund of your LRH-880 DVD Recorder now. You buy the more expensive $489 unit plus another 3 year PSP warranty”
She proceeds to type on the computer and says “ok, your unit is selling for $199.95 now, so I can refund that plus tax”
I ask her “Ok, wait, I paid $249 for my unit when I bought it, so thats a $50 loss. Plus I paid $69 for my Product Service Plan, so now I’m losing $119 plus tax!!”
She says “sorry, that’s all I can do, otherwise we’ll have to take this unit back in for repair again, and you’ll have to wait”
By this time, I’m so fed up with the system, and I really do need to burn some DVD-R’s, I finally agree to buy the $489 Pioneer unit, and take a $119 + tax loss on my original purchase!
She says “ok, and you’re getting the 3 year Future Shop PSP warranty with the new $489 unit too, right?”
I say “You know what, just sell me the $489 unit without a warranty. I’ve already taken a loss of $119+tax from this whole deal, and I’m really not happy how this PSP thing works, about bringing something in for 3 major repairs and waiting 6 months (3 separate repairs) before it is exchanged or replaced.”
The Future Shop manager says “Sorry, that’s the only way we’re going to do it then.. You buy the $489 plus the 3 year PSP warranty, and I refund you $199+tax from your original purchase”
I finally give up, and agree. I can’t take this anymore.
I go home, feeling cheated by Future Shop. Atleast I have my new Pioneer DVR-550H that costs me $489 + tax. I am not happy about being forced into the Product Service Plan again, especially since it cost me another $119 for it.
So I go online, and read up on this stupid Product Service Plan nonsense. It turns out that the PSP is an agreement between you, and the American Bankers Insurance Plan of Florida for customers in BC. It also says that the PSP can be cancelled within 30 days.
So we wait 2 weeks, and we walk in and cancel the $119 PSP that was forced upon us as a condition of taking an early exchange / replacement on my original LG LRH-880 DVD Player.
Do you see how this game works at Future Shop?
1. I buy a cheap $249 unit, which has problems and a $69 PSP Warranty
2. I bring it in for repair, they keep it for 49 days, while I need it
3. It comes back saying everything was replaced inside (major repair), meanwhile it is still not working properly
4. They agree to refund me $199, make me lose $50 on the original unit cost, and lose my $69 PSP Warranty, plus related tax, ONLY if I buy a more expensive $489 unit, plus a more expensive 3 year PSP for it too.
5. I agree, just because I need this equipment and I’m tired of play games and waiting for non-existant repairs.
6. I wait 2 weeks, come in, and cancel my $119 PSP Warranty.
So in the end, I am out $119 plus tax, but I have a wealth of knowledge about Future Shop, and their Product Service Plans (PSP) rip off – what a joke!!
I will avoid buying the PSP again. Its a better idea to save the PSP money, and apply it to a more high-end unit in the first place. All the PSP does is let them selling you cheap on-sale merchandise with false promises of “hey! If this low-end cheap product doesn’t work right, or last you, take out the extended warranty (PSP)”
What Future Shop doesn’t really mention at the time of a sale, is that you will have to wait a huge amount of time for repairs, chances are, you will have to bring it in more than once for a repair, and to top it all off, the money you are saving on the cheaper on-sale unit would be better spent on a better quality item anyway.
DON’T BUY THE PRODUCT SERVICE PLAN FROM FUTURE SHOP! IT IS A RIP OFF! Save your money or put it towards a more expensive, better quality unit.
…again, Disclaimer: My memory is a little foggy on the exact price of the original PSP for $69, but the whole concept of what happened remains the same.
I wrote this May 2008. It is now May 2014 and my Pioneer DVR-550H is still working flawlessly. This is 6 years later, with an internal hard-drive past its life expectancy in the DVR.