I had a slow computer and brought it to the Staples in Columbia, SC which is about 40 miles away. It took several weeks to get the computer back.initially they said that they had an issue with 1 program on the computer and could not figure out how to put that program back on the computer, but later said they figured it out. I was told they reinstalled the OS. When I got it back there was still a problem. This time that the system would freeze if left on for more than a day or so and there were errors with some programs.
When I called and they did not reinstall the OS because of that program but tried to fix the problem anyway. I brought back. Again they said they found and fixed the problem but that the computer would have to be turned off every 2 days. I brought it back.
Now they said the only way to fix it was to reinstall the OS, which is what they told me was done the first time. The program that they could not figure out how to reinstall took me 1 email to Fujitsu to resolve. So I agreed. At one point I even told them that if it could not be fixed I would get a new computer and transfer the data to it,
When I got the computer back I found that they deleted ALL of my data. No back-up and reinstall. It was never hinted, implied, suggested that all of my data would be gone. Before they talked about backing everything up and reinstalling it. They said the data is gone that the reinstall deletes all data. Who wipes out all data? Even with cell phones the most first issue when people change phones is not losing data ie: phone numbers.
I called the Office of the President, 1-800-338-0252 and spoke to Jeffery Palmer at ext 30805. He said he would talk to upper management and get back to me. I explained that a major problem anytime I brought a computer in was poor communication from the EasyTech people. The tech guys do not even have the ability to send or receive emails. Accordingly, I asked, and he promised, that he would call me back that afternoon even if he did not have an answer. That afternoon came and went, but no call. The next day I left a message with Jeffrey and no call back. Today I left a message and no call back, but I did get an email from Jeffery. He looked into the matter and since he was not there for the conversations and Staples’ paperwork says that there is the risk of loss of some data, the case is closed. So much for discussing it with upper management. I emailed him back asking that he call me to discuss this and he replied through email that “would not be anything that Staples could address in terms of further resolution at this time.” He closed the case. No call from Jeffrey.
They hide behind “risk of loss of some data” but this was the deliberate deletion of all data. When they first mentioned the restore they said they would back up the data. They had the ability of creating a back-up but chose not to.
The customer service chat agent was of no help, but did give me their corporate office at 1-877-235-9088. I have left a message for Ryan Pimentel. But, for now I am left with an old computer, no programs, no data, but an apology. Beware of EasyTech, unless you are willing to have all of your data lost.in general avoid Staples if you have any expectation of customer service, good communications and thought that they will make any effort to provide customer satisfaction or even discuss an amicable resolution. Avoid staples and easytech. Remember, the only problem was a slow computer.
If they were an auto repair store it’s like bringing a car in for a tune-up and getting it back as a block of scrap metal. “Oops, sorry. We told you we were not responsible for providing quality work. Enjoy your car and come back and see us again.”
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