Futureshop will not refund/exchange defective product after only a week of buying!

Bought an ipod touch on the 11th of October 2007 from futureshop # 053. Before doing so i made sure to ask the rep AND the cashier about the warrenty/return/exchange procedure. They both assured me that i have 30 days warrenty from futureshop and that all i needed was the reciept and all the origional equipment to recieve a full refund or an exchange if there was anything wrong with the unit. I made sure to ask twice because the iPod touch was new and i had heard many problems with them.

After being assured it was under FUTURESHOP warrenty for 30 days i bought my iPod and off i went, thinking that if anything went wrong i could get a replacement or a refund within 30 days.

After using it 6 times within the past week i noticed that the battery life of the iPod is not anywhere near the advertised life. The battery, when charged over night only last 4 hours if i am lucky! And that is just Music use, no wifi or videos.

I wait until the end of the week when i dont have work or school to head to futureshop to see what can be done about this.

The "customer service" rep informs me that the ipod is not in origional condition because it has a few minor scratches on the back. Now in no way did i abuse the iPod, the screen has not but one scratch on it, no dents, just the back due to its design has a few scratches that any iPod owner will tell you is really easy to get even with gentle use!

The rep points to a sign above him, the sign is huge, and tells me our policy is no returns or exchange for items not in origional condition, i tell him that no where on the sign does it say that, not even the fine print. He reads the sign and informs me now that there is no room for it on the sign. He then informs me its on the back of my reciept, problem is i get that after i buy the item and who reads the fine print on the BACK of the reciept? He tells me then i should have asked, which i inform him i did. I then get accused of not telling the truth and he tells me "sorry but its buyers beware" and he cant do anything for me.

Is this how futureshop treats its customers? BUYERS BEWARE? i guess they should have put that on the back of the reciept and then no one would be mistaken where futureshop stands. I am totally disappointed in futureshops customer serivce and the lack of backing of their products. I was intending on buying my girlfriend a laptop from futureshop as a birthday gift in a few weeks but after this they will be lucky if i ever spend one cent in their stores ever again.

So i guess take their word for it, BUYER BEWARE of Futureshop and their lieing and cheating associates who will tell you anything to sell you a product and then wont back it up when it is not working right!

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My complaint to Futureshop:

"I recently purchased a GXT multi-card reader for my Compact Flash card at the Bayers Lake Futureshop in Halifax(088 I guess). I went to insert my card and it never went in smoothly. I pressed a little harder and the card got jammed between the edge of the casing and where the pins are. Now, there is a lip around the casing and my card was stuck under it. I had to break away a piece of the plastic to get the card out in order to see if it still worked in my camera. Fortunately it did and I won't lose my pictures. I tried to insert it a number of more times and it just wasn't going in. Frustration level #1!

So, I thought I would exchange it. After standing in line about 20 minutes at the Customer Service Desk we are informed that the network is down and no returns can be processed that night. Frustration level #2!

Go back the next night, why are there so many staff walking around there like they have nothing to do but people have a long wait in Customer Service lineups? Frustration level #3!

I then explain what happened and the girl gets a manager, some guy named Matt. He tells me that because it was damaged that they couldn't do an exchange. I sure as hell wasn't going to exchange it with my card still in it! He indicated that I could have brought it in with the card and that their techs could have removed it. I didn't see that printed on the receipt anywhere so how was I to know?

He then tells me that some of the pins in the device are bent and that I shouldn't press so hard. Hmmmm...some pins are bent...maybe that was why I couldn't get it in there in the first place!!!!! If that was the case then it sounds more like a manufacture issue and whether I damaged it(the plastic casing), or not, should not be an issue. Thus an exchange should have been done!! Since he said I couldn't exchange it he could give me another one for half price!!! Needless to say that didn't go over well and here I am complaining. I needed my pictures pronto so I paid for the second one. Thus I paid 45.59 (taxes in) for the first one and 22.79 (taxes in) for the second. So I've paid 68.38 for something that cost 45.59. That will retain customers!!!

I've always enjoyed buying from Futureshop and I do a fair amount online due to the convenience. Needless to say I have my scissors ready to cut up my Futureshop card. So for the sake of 22.79, that was what Matt said was cost, you are going to lose a customer that will do nothing but preach negativity about your business."

Their response was having the store call me back and tell me the same thing buddy initially told me. Why did I waste my time emailing my complain when it just goes back to the source. Stupid!

Heck, if I take it back with the card still in it that's not the original condition is it?