Extended Warranty & Laptop

[snoopy369]

Originally posted by asleepathewheel


The bigger the shop, the more likely you are to get high school kids or dropouts who are just punching a clock and don't give a **** if something isn't technically covered, they probably won't even bother figuring that out, so long as you don't volunteer "I spilled water on the keyboard and now it doesn't work", you'll likely be ok. I'm guessing that Future Shop's techies are similar in many regards to the Geek Squad...

From my retail management experience, i'm going to say Darius has it right more so than you ... in fact, often high school kids are the ones who are MORE likely to be technical on the rules, because a lot of them aren't old enough to realize there is a bigger picture than just the 'rules'.

Most major companies have policies to allow customers quite a lot of leeway in regards to the rules on things like this (returns, warranty repairs, etc.), as they realize that it is cheaper to pay for the technically unwarranted repair than to piss off the customer and ensure he/she and his/her friends won't ever shop there again.

[asleepathewheel]

Originally posted by snoopy369


From my retail management experience, i'm going to say Darius has it right more so than you ... in fact, often high school kids are the ones who are MORE likely to be technical on the rules, because a lot of them aren't old enough to realize there is a bigger picture than just the 'rules'.

Most major companies have policies to allow customers quite a lot of leeway in regards to the rules on things like this (returns, warranty repairs, etc.), as they realize that it is cheaper to pay for the technically unwarranted repair than to piss off the customer and ensure he/she and his/her friends won't ever shop there again.

Believe what you want, but I don't think the average slightly above min. wage clock puncher cares enough about the bottom line of a massive corporation to argue with consumers about warranties. So long as the consumer plays coy with the cause of the problem and doesn't raise any red flags, there isn't going to be an investigation. That is of course, based only on my own experiences as a consumer-I've never been cross-examined on a warranty return. Corporate policy plays a role, of course, but ultimately, who enforces tough policies?

[Fake Boris]

Did she get her laptop from Future Shop? Is so, their extended warranties are a documented crookery.

[snoopy369]

Originally posted by asleepathewheel


Believe what you want, but I don't think the average slightly above min. wage clock puncher cares enough about the bottom line of a massive corporation to argue with consumers about warranties. So long as the consumer plays coy with the cause of the problem and doesn't raise any red flags, there isn't going to be an investigation. That is of course, based only on my own experiences as a consumer-I've never been cross-examined on a warranty return. Corporate policy plays a role, of course, but ultimately, who enforces tough policies?

You're making a massive overgeneralization that is, in fact, incorrect in my experience. Particularly when you are in that age range of 18-25, you have a LOT of people who are very serious about rules, and more than you think are enthusiastic about doing their jobs. There's a reason most retail whining sites are primarily complaining about customers ripping them off and trying to bend the rules.

It is MUCH harder to enforce a rule asking people to NOT be technical about the rules than to enforce a rule asking people to be technical about them, on balance (though there are people who are difficult no matter what, of course). I'd guess that your experience is simply corporate policy - which is generally based on the 1:10 rule (a happy customer will tell one friend about his happy experience. A disgruntled customer will tell ten.)

If the policy is to be tough - as I've also had - you'll know it's being enforced by the managers, because it will have been a conscious decision on the part of the corporation, and they will push it hard on everyone, auditing returns aggressively, and probably making managers' bonuses tied to some metric relating to it. They'd simply require a manager or supervisor to sign off on any warranted return, and there you would have your point of control. Those folks have money tied into whether your return goes through or not (usually the store bottom line = their bonus, give or take a few specific other points). But, as above, they also have money tied into making you happy - either by a customer sat metric bonus, or simply increased business - and, unless it's a strict corporate policy, they will probably try to approve your return if at all possible.

Either way, please don't make blanket assumptions about 'minimum wage clock punchers'. While that may be true in a few instances, it's actually significantly incorrect more often than not... and especially with youth, who haven't learned to be jaded yet. You know a store is poorly run when it seems to be full of those 'clock punchers'; a competent manager can keep morale up and have enthusiastic staff under nearly any conditions. These folk are just as interested as you are in being a part of something that works well and doing a good job, for the most part; there are probably about as many attorneys who 'check out' early and don't care about their jobs, as there are retail employees... particularly if my mom's experience with said attorneys counts for anything

[CrONoS]

Originally posted by Oncle Boris
Did she get her laptop from Future Shop?

Yes!!

Is so, their extended warranties are a documented crookery.

How so?

[asleepathewheel]

Originally posted by snoopy369


You're making a massive overgeneralization that is, in fact, incorrect in my experience. Particularly when you are in that age range of 18-25, you have a LOT of people who are very serious about rules, and more than you think are enthusiastic about doing their jobs. There's a reason most retail whining sites are primarily complaining about customers ripping them off and trying to bend the rules.

It is MUCH harder to enforce a rule asking people to NOT be technical about the rules than to enforce a rule asking people to be technical about them, on balance (though there are people who are difficult no matter what, of course). I'd guess that your experience is simply corporate policy - which is generally based on the 1:10 rule (a happy customer will tell one friend about his happy experience. A disgruntled customer will tell ten.)

If the policy is to be tough - as I've also had - you'll know it's being enforced by the managers, because it will have been a conscious decision on the part of the corporation, and they will push it hard on everyone, auditing returns aggressively, and probably making managers' bonuses tied to some metric relating to it. They'd simply require a manager or supervisor to sign off on any warranted return, and there you would have your point of control. Those folks have money tied into whether your return goes through or not (usually the store bottom line = their bonus, give or take a few specific other points). But, as above, they also have money tied into making you happy - either by a customer sat metric bonus, or simply increased business - and, unless it's a strict corporate policy, they will probably try to approve your return if at all possible.

Either way, please don't make blanket assumptions about 'minimum wage clock punchers'. While that may be true in a few instances, it's actually significantly incorrect more often than not... and especially with youth, who haven't learned to be jaded yet. You know a store is poorly run when it seems to be full of those 'clock punchers'; a competent manager can keep morale up and have enthusiastic staff under nearly any conditions. These folk are just as interested as you are in being a part of something that works well and doing a good job, for the most part; there are probably about as many attorneys who 'check out' early and don't care about their jobs, as there are retail employees... particularly if my mom's experience with said attorneys counts for anything

Holy long post!

Ok, from my purely consumer perspective, I see workers at my local best buy that for the most part don't ask many questions about warranty returns (or frankly, pay much attention to other customers in store). I've taken that to be due to disinterest by the workers, but I concede that management does play a role in how they approach returns and what not. Path of least resistance, etc. As an end user, such determinations are ultimately academic.

I guess I'm a bit more jaded than you, or perhaps you have better staffed/managed stores in Chicago than I have in Houston!

And I would agree with you on the comment about attorneys-way too many of that type around. While they provide excellent fodder for me and as a (now) civil defense attorney keep me employed, the incompetence (and poor reputation they give) is a bit irritating.

[Darius871]

Originally posted by asleepathewheel
perhaps you have better staffed/managed stores in Chicago than I have in Houston!

There's your answer folks.

[David Floyd]

snoopy is right - his experience mirrors my own in many ways.

[notyoueither]

Re: Extended Warranty & Laptop

Originally posted by CrONoS
My roommates bought a Sony Vaio for 999$ and the salesman offered to her an Extended Warranty for 300$(3years). The salesman said a lot things to her about the fact that a lot of laptop broke, and that could happen to her. Since I was with her, I said to her, to think about the extended warranty at home, without any pressure from the salesman.

So, here we go; I'm asking apolyton, what's your opinion on extended warranty in the case of a laptop? Should she go back to futureshop and take an extended warranty?

You may be able to buy a warranty from Sony directly that will cover 3 years for a bit less. If they offer it, it is a good thing for laptops since they often cover physical damage (like from a drop, or spilling liquid on it).

The Futureshop extended warranties have been a very good deal for the people I've heard about them from. I think I'd go with a manufacurers extended warranty though. Just make sure it is one that will cover accidents.

[notyoueither]

Originally posted by Oncle Boris
Did she get her laptop from Future Shop? Is so, their extended warranties are a documented crookery.

Really? I've known people who abused them badly on things like game consoles.

Others have been given new equipment or generous credits when they had problems.

[notyoueither]

Originally posted by Jon Miller
Futureshop use to be down here in the US, I think. It just didn't do very well.

JM

They did well enough I suppose. Well enough for Best Buy to buy them.

[Jon Miller]

Originally posted by notyoueither


They did well enough I suppose. Well enough for Best Buy to buy them.

Maybe I got confused with Comp USA?

JM

[Fake Boris]

Originally posted by CrONoS
How so?

Really? I've known people who abused them badly on things like game consoles.

Others have been given new equipment or generous credits when they had problems.

There was a report on La Facture (CBC's French consumer protection TV show) that they didn't honor the warranties and horribly delayed the reparations.

I also remember from shopping a desktop for my friend that the extended warranty applies only after the standard manufacturer warranty has expired.

All of this is from 2-3 years ago though, it's possible that their policy has changed since.

[David Floyd]

You also should find out if their warranties include protection against accidents, ie, dropping the laptop. Some do. Also, find out if it is an extended warranty, or more of a service contract - there's a bit of a difference.

[Wiglaf]

Do not get the warranty unless you plan to break the computer after 2 and a half years and get a new one. To overheat it to the point of destruction I recommend a massive overclock of the processor, as well as at least five drops from ten feet or more. Paying 33% of the cost of a laptop for the 5% chance it'll break catastrophically on you is pretty dumb.