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Poor service - RBC Canada and Staples - Raj Wadhwani - ContactCenterWorld.com Blog

Poor service - RBC Canada and Staples

Just wanted to share some experiences to members - things you may want to think about!

Royal Bank of Canada
So i apply for a British Airways (BA) Visa care through RBC online and get it approved instantly and also notification of the limit - very impressive I thought! I then get an email from them advising me it could take 7-10 business days to arrive so I thought I would call them to see if they could speed it up so I can book some travel with BA.
Call no 1. Had to go through a ton of questions and i was running out of time so asked the RBC person if they could call me back ... answer no! I would have to call back and start over again ... frustrating! I had to go so called back later ...

Call no 2. Got a different person who was good and congratulated me on my acceptance - good touch! But he suggested i speak to a different department and quickly put me thru. I then spoke to a new person who asked me lots of questions. She suggested I get the card sent to the branch as that would be quicker and suggested I speak to another person at RBC in the credit department (even though i explained at the start why i was calling). So now onto my 4th person at RBC! - I had to explain again why i was calling and after answering a few questions was told it can't be done any faster as it has to go through the process and he told me my credit limit had not been set - I corrected him and told him I was advised what that would be as I had seen it when I got the approval page. Anyway he said there was nothing he could do. Frustrated, I replied "wish someone would have told me earlier then I would not have wasted 20 minutes. I guess I will continue to make my bookings for these flights on my AMEX card." At that point I said thanks and hung up!

What a process - why the first person I spoke to could not tell me that! 

So thumbs down to RBC!


Staples

So I buy a new laptop and it breaks down after a few weeks. I take it back to Staples and the manager agrees to me upgrading it to a better machine - this time a Lenovo and he tells me I should invest in an extended service plan and I reply "sure, you have helped me and this would make sense" They add this to the price and I walk out with a new machine and what i think is a sound service plan for 2 years.

A few weeks pass by and I notice a small crack in the screen from the inside of the glass which progressively gets worse so I pack the laptop up and take it in with the service plan and  receipt to the store. I was told I have to call the hotline as the store can't help - has to go through the service plan. I call the service plan number and am told the store should have dealt with it and I need to go back to the store! Ok frustrating! I go back to the store and am told because it’s a cracked screen is classified as accidental damage and that’s not covered unless i paid for the service plan that includes this cover. I explain that the manager sold me the plan and we check - nope! He sold me a basic plan not the accidental plan!!! Ok so now I am frustrated!! It is not because of an accident the glass is cracking. By this time the laptop is about as useful as a chocolate fire guard as it can't be used because the sensors in the touch screen think it’s being touched. I insist they deal with it - the laptop is in mint condition apart from this crack and it is certainly not from any damage.  They agree to send it off for review and will get back to me.

About a week passes and I get a call from a tech at Staples saying the screen is cracked due to accidental damage!! Ok they are not listening so I explain again and am told well we can replace it ... the laptop cost around $550 to buy and add the service plan I purchased of $150 and now they want me to pay another $520 to replace the screen!!! I am so fed up by now. What a joke. I am going to complain to Lenovo and see if they will sort this. For years I purchased mostly Sony laptops but since they stopped selling them I am looking at alternatives and we use a lot of laptops. Never in 15 years have I had a screen crack like this and all i get is its accidental damage!! I just hope Lenovo take a look at agree its not down to any misuse - it is a flaw in the laptop! So so frustrating that companies have this ridiculous approach to products that may be defective.

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So big thumbs down to Staples! 

Publish Date: January 12, 2015 3:37 PM

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