The Long Road

03/19/2003 Archived Entry: "Back to Future Shop or www.wheresmyrebate.com"

AAAARRRGHH!!!
So I bought a router a few months ago from Future Shop. Here’s the story.

At first, I got a hub so my brother and I could share our Internet connection at home. So I get the 19$ hub, right after I buy it I notice it’s only a 10 base-T hub. So 2 minutes after I buy it, I’m at the customer service line exchanging it for a 100 base-T hub. It was 50$. We get home after a while, and plug it in. It all works fine. My brother and I are now connecting independently to our ISP. A week after it no longer works!! Frustration. I call the ISP, and the guy tells us that it’s a new thing they’ve just implemented where one home can’t get two different IP addresses anymore. We have to pay ‘em an extra five dollars a month if we want 2 IP addresses. No way were we going to do that.

Back to Future Shop.

We get a 100$ router. Bring it home, jack it up, doesn’t work. We fiddle with the settings for something like two days, nothing. Just for a joke, we reset the router and put in the same settings as we had before and OF COURSE it works. About a week later, the router goes on sale at half price through a mail-in rebate.

Back to Future Shop.

So I’m in line for the 3rd time to “exchange” the thing. We do a refund-resell which is basically just them taking the thing back and selling it to me again so that my receipt has a date that’s within the mail-in rebate timeline. All good. I send in the receipt, the mail-in rebate form and the UPC from the box. About six weeks later, I check the website www.wheresmyrebate.com , DENIED. I call ‘em up (Netgear). And apparently the person’s name on the receipt is “Deacon Roduck” and I can’t claim someone else’s refund. The person ends up telling me to fax them a copy of my receipt (I’m not sure why). So I did that about 2 weeks ago.

Call them again today, same problem. I don’t know if she was trained in annoying customers but today’s receptionist was aggravating. I couldn’t understand a thing she was saying, and she couldn’t understand a thing I was saying. I read her my postal code FOUR times. The fourth time, really slowly. “N”, “N?”, “yes, 2”, “2?”, “yes, L”, “L?”, “yes, 5”, “5?”, “yes, A”, “A?”, “yes, 7”, "7?", "yes".

And then she asked me my name.

After some effort, she finds my records and says the same thing I’ve heard before about it not being me that bought the router. I tell her that I did so buy it. And that Deacon Roduck is probably just the employee that sold it to me. She asks something like “did you use YOUR credit card”, as if calling me a liar. “Yes” I assured her. Then she makes a request that sounds very much like this “Can you send us a copy of the person?”, “huh?”, “Can you send us a copy of the person!?”. After some linguistic wrestling, I figure she’s actually saying “can you send us a note from that person saying that he works at Future Shop”. I swear to god, they make getting these rebates as hard as possible, after all this work though, they can be sure that I am not giving up.

I let her go and call Future Shop in Ottawa. Get the computers department. They have no idea who Deacon Roduck is. After explaining my dilemma, the guy says that it’s probably just that my phone number is under Deacon’s name in their database. He passes me over to customer service. I explain to the woman my problem. “ok, I’ll forward you to computers”, “WAIT!! NO!!” too late. Some OTHER guy picks up. “pass me back to customer service please”, someone ELSE picks up. So I explain the thing again for about the one billionth time. He forwards me to yet ANOTHER person. It’s JEN! Ah Jen. She doesn’t know me, but I know her well. She’s the person that’s been at the register EVERY TIME I’ve exchanged my router. She’s pretty capable. Anyways, I explain for the one billion and first time. She tells me that I could just go get it exchanged again, and talk to a manager and they would work some kind of voodoo and all will be good. I don’t actually have my receipts or anything that I need for that right now, but guess where I’ll be going once I’m done exams?

Back to Future Shop

Replies: 37 comments

Hate Futureshop yet? ;)

Posted by Andrea @ 03/19/2003 09:32 PM EST

Future shop is ok, but not when it comes to rebates. Dave and I ALWAYS make a photocopy of them for this reason. As for incompetent workers...I'm with ya on that one....then again, they are getting paid $7 an hour...would you care about your job if you only got $7 an hour?! ;)

Posted by Jen @ 03/19/2003 09:54 PM EST

I wouldn't work there for $7 an hour...I just turned down a job for $7.75 an hour. Then again, our minumum wage is $8/hr.... ;)

Posted by Andrea @ 03/20/2003 03:19 AM EST

Nah, I don't have anything against future shop, its the netgear that really have me pissed off. i've had to do so much running around.

i'm glad i've never had to work for 7$ an hour =)

that'd be the worse, i'd be completely un-enthussed

Posted by Rayne @ 03/20/2003 02:19 PM EST

Never again will I work for under $14/hour *hoping*

Posted by Romer @ 03/21/2003 04:42 PM EST

Boris rules !

Posted by Boris @ 10/01/2003 03:00 PM EST

Dude! Deacon Roduck is my ex-girlfriends cousin... he's actually a pretty cool guy... although I haven't talk to him in quite some time... either way, sucks about your rebate... double check things before you leave a store... and yes, last time I knew, he lived in Ottawa.

Posted by Super Corey @ 10/31/2003 12:06 AM EST

corey: wow..that's really really strange. Things got solved eventually, I've detailed it elsewhere on this site

Posted by Rayne @ 11/07/2003 12:18 AM EST

Future shop sucks!!! they screwed me over for a $200 rebate on a computer I bought from them. I will never shop there again. Plus they were rude when I discussed it with them! They have no dedication to their costumers.

Posted by Heather @ 11/26/2003 01:05 PM EST

having to wait over 3 months for a rebate from a router i will never buy anything again that needs a rebate. waste of time

Posted by michelle @ 07/16/2004 01:37 PM EST

Some people need to see things from other angles. When a rebate is shown on a product, it's not Future Shop who is providing it. Generally it is the manufacture who is doing it, so while Future Shop advertises it, we have little to do with the process, other than selling it.

The Database has been updated, in western Canada, so now it supports multiple Phone Number to Names, which is great.

Posted by Gord Of Future Shop @ 07/30/2004 06:15 AM EST

Now if you are having problems with rebates, talk to the Head CSR. There are CSR’s, CSS’s (Seconds in Command.) and the Head CSR. Depending on the store, service will vary. It is best to get it from a smaller store, in a smaller town. They can less afford to piss off the people in the area, because unlike the huge towns, they do not have the chance to piss off a million people.

Yes, the pay sucks, but can’t do much about it.

Now, when buying stuff, go to a different section than what it should be in. Looking for a computer? Go to Televisions. Ask the guy there, which associate should he be dealing with, or even better, ask them to direct you to a good one. You’ll save time, and get a better associate, who should know what they are talking about.

Posted by GOFS @ 07/30/2004 06:16 AM EST

In my experience at future shop knowledgeable sales associate are few and VERY far between. I met one who knew more about digital cameras than anyone I've ever met, however, I've also met sales associates who couldn't tell you what brand a TV was from looking at it. Just terrible.

Posted by Mike @ 07/30/2004 08:10 AM EST

The person who has started this futureshop hating site will be tracked and we as an international
company will sue for departing our
customers and sales in the buisness department. This act is in violation of section 3C of the Ministry of Canada and ottowa act.
thank you for your patience.

Posted by futureshop representitive: Jon McManana @ 07/30/2004 04:34 PM EST

Who is this McManana fool? Sounds like a sloppy McDonald's happy meal served with banana's.

As for Future Shop, my turn off from it is the fact that the workers are commissioned. They are seriously only interested in filling their own pockets (just like in Sportschek). Best Buy is the place to go.

Posted by dAN @ 07/30/2004 11:19 PM EST

Not all workers are commissioned at Future Shop though. There is a plan in the works, which makes them closer to the company, which now owns them, Best Buy. It allows for commission and non-commission sales people on the floor. Ones in dark blue are commission, and light blue are non. Well, that is a little less than the truth. Light blues make a tiny bit of commission on the Product Sales Plan they try to sell. Use your head if you think about getting it, and just think what does and does not break down.

It has not reached all the way across Canada as of yet, but by the end of next year, it should be.

So Dan, there is a little fact for you to chew on. Best Buy is Future Shop, that's how Future Shop, while only open in Canada, is an International company.

Best Buy employees make Commission too though. They get it based upon the volume they sell, and if their section makes budget, and what percent said person sold.

Posted by Gord Of Future Shop @ 07/31/2004 07:18 AM EST

Gord, as per the notion of "chewing" on your little factoid, its Best Buy that bought out Future Shop and NOT the reverse. So don't be making false claims that Best Buy is Future Shop, when the reverse obviously holds more truth.

Posted by dAN @ 08/02/2004 11:18 PM EST

i think i fail to understand this whole having the "non-commission" and commission people on the floor ... this provides for good employee motivation? aren't the commission people still going to chase after you as soon as you step a foot into the store (this is one of the reasons that futureshop frightens me) ... and won't this create a sort of divide b/w the commission and non-commissioned sales people? the commissioned people will resent the non-commissioned ppl for stealing their sales (and therefore wages ... the possible commission would be completely lost in this situation) and the non-commissioned people would be resentful b/c they aren't getting the commissions for doing the same job that the commissioned ppl are getting ... if that all makes any sense

but i must say, that it is unfair to blame the store for not receiving your rebate since it's generally a manufacture's rebate and the manufacture generally outsources the rebate function to an entirely different company on top of that (i had a rather large problem with a rebate that i was supposed to get once upon a time, and the store that provided me originally with the rebate was good enough to get hp to send it to me finally ... although the store then told me that i wasn't eligible for the second rebate that they gave me even though that rebate was included in the advertised price of the system ... which is rather false advertisement if you ask me .. and that is why i don't shop at staples/business depot anymore)

Posted by melpie @ 08/03/2004 10:52 AM EST

Dan... See if you can understand this. 1 = 1. Likewise. 1+1 = 2, or 2 = 1+1. So, 1+1 is 2. Learn some math, and you'll find out that the reverse of an equation is the same. You're the kind of people that makes me think that you should have a license to use the Internet. So to sum it up, Future Shop is Best Buy. Best Buy is Future Shop. Future Shop just generally carries higher end stuff, but in the end they are owned by the same faction, and so the same company.

Now the idea behind the commission and non commission is that Commission people try and sell the big things, like computers, while the non commission try and sell the things like ink, paper, blank CD's/DVD's, or peripherals. Non-commission people have a target to hit, just so it looks like they are doing something, so they can really sell anything in the store. Commission people’s time from staying away from the little stuff, allows them to just try and sell the big stuff. Why would they waste time on putting in half an hour trying to sell ink for a printer, when they could sell a LCD?

Of course there is a little animosity between to two parties, but there is something called a team bonus. If their section does well to budget, they make a percentage, which is really 5% at most, for the departments. Actually Computers has a max of .375%. It doesn’t cure the problem, but it is something the management team can say makes everything equal. This all leads down the path that sales suck, because of the disputes. Also the point is raised, that the person who works the most, is going to see the most customers, and so will make more money in the end.

Posted by Gord @ 08/06/2004 12:12 AM EST

I really think Future Shop should take down the "Proudly Canadian" sign from its store windows since it is no longer really Canadian. Best Buy purchased Future Shop, thus making it a US owned company and not "Proudly Canadian". Also Best Buy spoke of phasing out the FS stores over the years so that only best buy would remain.

And Gord, in retort to your BB = FS equation; it's more like Best Buy owns Future Shop, therefore FS would be a subsiduary of BB. Therefore best buy owns futureshop but best buy does not equal future shop. So take your grade 9 math skills back where they came from and get back to your long and unsuccessful career as a future shop employee.

Posted by Mike @ 08/06/2004 05:11 PM EST

Mike...I can't top your rebuttle to Gord...I applaud your talents and for saving my time...:)!!

Posted by dAN @ 08/06/2004 09:35 PM EST

You guys are fighting over petty semantics and displaying needless animosity. Grow up.

Posted by Rayne @ 08/07/2004 01:35 AM EST

Mike, you're the one who needs people to tell you about what a digital camera is. You're the one who is retard enough that you need help from people who have "long and unsuccessful" careers at Future Shop, to help you make a choice of which one you should buy. With that said... please shut the fuck up.

You only look at what is right in front of you, rather than the big picture. You have that little bit of trouble, just reading between the lines. So let me guess, you dropped out in Grade 10, because with your shoes on, you couldn't count any higher. Or was it in Grade 8, right before the class you learn to spell things, like... subsidiary, because you’re off the mark.

You should look up the word subsidiary, because if Future Shop is subsidiary it Best Buy, why are there still more stores in Canada of Future Shop, than there is of Best Buy? Why are there still more of them opened, than Best Buy, and them not just converted over?

Also, take it another way. There are two Chains, Chain A, and Chain B. They are both owned by Chain Z. Chain A is Chain Z. Chain B is Chain Z. They are the same company. It's like the phrase, same shit, different pile. The phrase works well with you Mike and Dan.

Posted by Gord @ 08/07/2004 03:34 AM EST

Gord, as per the digital camera thing, I was merely in the store and an employee as giving a presentation to people about digital cameras, it was very knowledgeable. I didn't need, nor want, him to tell me anything, I just ended up seeing it for a few minutes because I was shopping in that area of the store. That being said I've also met very few employees who were working there more than just part time, or as a means to an end for a short while, most of whom would probably not bother to become so defensive about a chain of stores.

We have problems with FS, and guess what, we probably aren't the only ones. But you coming on here and rambling about how wrong we are isn't going to change our minds.

Sure, spelling isn't my forte, but math most certainly is, so don't bother trying to one up me here. I may have made a one letter spelling mistake in the word but I still know what it means. (and if you are going to insult someone on spelling you might not want to make spelling and grammar mistakes in your own posts) Here's a definition for you: " Subsidiary: A company controlled or owned by another company". Now this doesn't mean the subsidiary company has to have less stores in one country than its owner, the parent company can decide this. I've worked for three companies during either a merger, buyout or conversion from subsidiary to parent company, so I'm definitely sure I know how it works.

Thai, you may think this is all just semantics but that is pretty much what all arguements of this nature are about, no need for me to grow up, however, I think we may have pushed Gord a bit over the edge. But either way you shouldn't be coming into your comment threads and telling us to grow up when there are many other threads that you yourself have participated in that have gotten more childish than this.

Posted by Mike @ 08/07/2004 07:12 AM EST

Oh Thai, PLEASE! It would not be in your character to back out of an argument where someone is shoving false truths down your throat and mockingly "teaching" you algebra.

As for growing up, it'll never happen...:P!

Posted by dAN @ 08/07/2004 08:32 PM EST

From Future Shop's own info page:

"Future Shop stores are a division of Burnaby-based Best Buy Canada Ltd., a wholly-owned subsidiary of Best Buy Co., Inc. (NYSE:BBY)"

There's your answer. Now, children, stop fighting!

Posted by katie @ 08/22/2004 06:48 PM EST

Ok mommie...

Posted by dAN @ 08/22/2004 10:58 PM EST

Futureshop customer service is about avoiding the customer.

I also purchased a router (wireless) from Futershop - of course with a rebate. After 8 months the rebate company is ignoring me, even though I sent the forms a second time at their request. Each request to Futureshop customer service told me to contact the rebate company. Futureshop didn't seem to notice that 8 months of waiting and the rebate company ignoring me was unacceptable customer service.

I used to look forward to reading the Futureshop flyer, now I just throw it away.

Posted by Liam @ 08/28/2004 12:56 PM EST

Futureshop has NOTHING AT ALL to do with the support of the rebates. If you guys printed your names properly and read the forum thoroughly you would realize that you have to put the serial number in sometimes, and IF you do everything right they will give you your rebate. So stop crying about them you guys need to learn how to fill them our properly!

Posted by Manik @ 10/03/2004 07:52 PM EST

Hi guys,

I used to work at Future Shop for 2 years, if anyone has any questions or comments just ask me. :)

Posted by Tyson @ 10/24/2004 01:57 AM EST

Future shop is dediated to give good customer service and get the customer the best deal around. All u have to do is ask. Try shopping at a future shop in Nova Scotia, u are guaranteed to get a friendly associate.

Posted by Jo @ 12/02/2004 02:05 PM EST

MY NAME IS ROBERTO IBALE. I REPRESENT FUTURESHOP/BESTBUY INC IN DISPUTES. I SUGGEST YOU CEASE AND DESIST FROM MAKING NEGATIVE COMMENTS AGAINST THIS COMPANY OR ELSE YOUR WEBSITE WILL BE SUED FOR FALSE INFORMATION. IF YOU HAVE ANY QUESTIONS OR CONCERNS CALL ME AT 416-910-1208. TAKE THIS INFLAMMATORY MATERIAL DOWN AT ONCE!
YOURS TRULY,
ROBERTO IBALE
LAWYER IN CHIEF.

Posted by ROBERTO IBALE @ 01/08/2005 03:33 AM EST

Reach me here.

Posted by Roberto Ibale @ 01/08/2005 03:34 AM EST

This is how I got screwed at futureshop. click for pics of the damaged pc and links. I ordered this pc off their website and it was shipped with purolator..what a mess! I tried to claim with carrier but its only insured for 100 dollars!!!! what is going on???

Posted by former futureshop customer with proof @ 01/08/2005 03:36 AM EST

SIGH...so clever, Roberto.

Posted by Rayne @ 01/08/2005 05:16 PM EST

I randomly happened to stumble upon this forum here and took some interest in reading through the comments made. As a current Product Expert at Futureshop i'd like to throw in a few points of my own.

First of all,

most of the people working at futureshop are not evil car salesmen-like people. As said, futureshop is not a highpaying position. I'm full commission and make about 40,000 CDN per year, that puts me at the top of the foodchain there. Most guys are working for half of that. So when you see someone who politely approaches you and asks if you need help, it's not because he's DIEING for a sale or wants to rip you off, it's because it's his/her job description to help people.

Secondly, I always get a kick out of how people treat employee's at places like futureshop. If I was to randomly meet someone outside of work for the first time chances are they'd be somewhat friendly or at least civil to some degree. Put that exact same person in futureshop thinking about buying something and it's like they think they have God status. People have a tendacy to treat employee's like dirt. Don't forget, the guy helping you out is HELPING YOU OUT. He's also a REAL person, not just some thing for you to take your bad day out on. I've personally stopped people dead in their tracks and told them "hold on there sir, before we continue lets get something straight, i'm a person, not a dog and if you'd like to continue to enjoy my service i'd suggest you treat me in the same way i'm treating you". It's always interesting to see the look of utter humiliation on their face when they've realized how rude they'd acted.

Additionally,

The warrantee's... EEEEK, the warrantee's NOT THE WARANTEE'S. I've seen webpage after webpage and customer after customer HELL BENT on not buying a warrantee. But you know what, that's fine. Don't buy a warrantee on your 2000 dollar laptop that's your choice. In fact, even tell me i'm crazy for trying to sell it to you. But don't come back to me and flip out when you have a problem with it either. Nearly all products come with warrantee's, yes. This is very very true. However, they are MANUFACTURER warrantee's. Therefore, FUTURESHOP has nothing to do with them. We offer a FUTURESHOP warrantee so that if you have the option of having IN STORE service on them.
When you go out and buy a 1000 dollar computer, the store makes anywhere from 20-100 dollars average off the actual unit itself. The salesman makes anywhere from 2-10 usually. So don't expect the store to provide a free in store warrantee at the same time. They'd go broke overnight.

Last things,

DON'T Buy your computer from a futureshop salesperson and then expect free technical support for the remaining 5 years that you own it. The same applies if you go and buy a computer from someone else and then call futureshop and expect to be able to call futureshop and have them spend an hour on the phone with you while you set up your wireless internet.

Bottom line,

Futureshop is not the problem. People are the problem. Everytime you buy something in any store you're making ALL THE CALLS. You decide what you buy and what you do not. Upon purchasing something you have the option to add in aditional costs that will benifit yourself down the road. The problem with people is that they don't think more then 3 seconds into the future. What may save you 200 bucks now will cost you 1000 bucks later and you're gonna have a flying fit over it. So do yourselves a favor and the next time you walk into a futureshop be polite to the guy who's assisting you, ask the right questions, if you're buying something expensive don't be a cheapskate, but the warrantee and then go home happy. Chances are you got a great price, and had some good service while you were at it.

Posted by FutureShop Employee @ 05/06/2005 05:32 AM EST

Do any of you fucking realize how stupid you sound? Here's the deal...when retail outlets offer rebates it is usually at the manufacturers discretion...and not the stores to honour it...look at the rebate form and you'll see you are not sending it to FS but to the manufacturer...FS rebates are typically instant. That complaint line is purely a courtesy because too many ppl get confused doing simple things! And I guarantee you the router mf. will not be caring too much about how much you paid and how you configured your router.
And for the rest of you....try serving well over 100 shitty complaining customers ( within an 8 hr span) of whom 90% would have no problem if it was not for their own idiocy...then tell me you've been served by a rude person, no buddy unless you were told directly to fuck off you were treated in an unreasonably polite manner! for interest...go to customerssuck.com for a taste of what we really think of you.

Posted by Megz @ 07/24/2005 10:01 PM EST