Complaint Review: OFFICE MAX - STORE #1493 - ROUND ROCK Texas

I PURCHASED A LAPTOP AND A PRINTER ON FEBRUARY OF THIS YEAR AND I PURCHASED THE WARRANTY ON BOTH ITEMS THROUGH MAXASSURANCE.THIS WAS RECOMMENDED BY THE SALES PERSON WHO WENT ON TO EXPLAIN HOW THE COVERAGE WILL WORK.  HE STATED THAT THE WARRANTY WOULD COVER ANY ISSUES; THE PROCESS WAS NOT COMPLICATED AT ALL AND IN AN EVENT OF A PROBLEM I JUST NEEDED TO BRING THE ITEMS BACK TO THE STORE FOR REPLACEMENT.  ON NOVEMBER 23, 2010, I WENT TO THE STORE WITH BOTH ITEMS.  THE ASSITANT MANAGER TOLD ME THAT I HAD TO PUT IN A CLAIM TO THE MAXASSURANCE, THAT THE SALES PERSON HAD MISLED ME AND THAT THE ONLY THING FOR ME TO DO WAS TO PUT AN ORDER THROUGH MAXASSURANCE.  WHEN THE ASSISTANT MANAGER PLACED THE ORDER FOR ME THE MAXASSURANCE PEOPLE WERE GIVING HER THE RUN AROUND BECAUSE BOTH ITEMS ARE UNDER MANUFACTURER COVERAGE.  HOWEVER, THE HEWLET PACKARD CUSTOMER CARE PERSON EXPLAINED TO ME THAT THE MANUFACTURER COVERAGE IS NOT VALID BECAUSE I HAD PURCHASED EXTRA COVERAGE THROUGH THE STORE (OFFICEMAX).  THEREFORE, I NEEDED TO CONTACT THEM DIRECTLY. I ALSO EXPLAINED THIS TO CAROL (ASSISTANT MANAGER @ OFFICEMAXX).  SHE PUT IN THE ORDER FOR ME.  ON FRIDAY, NOVEMBER 26, I RECEIVED ONLY ONE BOX FOR THE SHIPMENT OF THE LAPTOP TO THE PLACE WHERE IT NEEDS TO BE REPAIRED. I DID NOT RECEIVE THE BOX FOR THE PRINTER. TO THIS DAY I STILL DO NOT HAVE THE BOX (TUESDAY, DECEMBER 07, 2010). I CONTACED MAXASSURANCE DIRECTLY.  I NEEDED TO KNOW WHAT WAS GOING ON. THEY EXPLAINED THAT THE PROCESS WAS DIFFERENT.  THE MAXASSURANCE REPRESENTATIVE WENT ON TO SAY THAT HE DID NOT KNOW WHY THE ASSISTANT MANAGER WOULD TELL ME THAT I WAS GOING TO RECEIVE GIFTCARDS SINCE THAT IS NOT THE CASE AND THAT I NEEDED TO CONTACT THE STORE DIRECTLY.  HE INDICATED THAT THE WAY THE WARRANTY COVERAGE WORKS IS DIFFERENT.  MAXASSURANCE NEEDED TO RUN DIAGNOSTIC ON THE COMPUTER AND THIS COULD TAKE SEVERAL DAYS.  THE REPRESENTATIVE COULD NOT GIVE ME A TIME FRAME.  THE PRINTER WOULD ONLY BE COVERED IF I HAD INTENTIONALLY DONE SOMETHING TO IT. NORMAL WEAR AND TARE IS NOT COVERED.  THE REPRESENTATIVE TOLD ME THAT THEY WOULD SEND ME A NEW PRINTER NOT ISSUE ME A GIFTCARD.  I EXPLAINED TO HIM THAT I RUN A SMALL BUSINESS AND I COULD NOT BE WITHOUT A COMPUTER OR A PRINTER FOR A LONG TIME.  I HAD TO PURCHASE A NEW PRINTER IN ORDER FOR ME TO BE ABLE TO WORK AND THEREFORE, I DID NOT NEED A NEW PRINTER. I WAS ADVISED BY THE STORE MANAGER THAT I WAS GOING TO RECEIVE A GIFTCARD FOR THE AMOUNT OF THE PRINTER AND I WAS ASSURED OF THAT.  THE CUSTOMER SERVICE REPRESENTATIVE STATED THAT THEY COULD NOT DO ANYTHING ABOUT THIS. TO THIS DAY I HAVE NOT RECEIVED THE BOX FOR THE PRINTER TO BE SHIPPED TO THE REPAIR PLACE. I HAVE NOT SENT THE LAPTOP IN BECAUSE I HAVE NOT PURCHASED A NEW LAPTOP YET.  I ALSO EXPLAINED MY SITUATION TO THE MAXASSURANCE CUSTOMER SERVICE REPRESENTATIVE, THE DISTRICT MANAGER FOR OFFICEMAX (SCOTT MURPHY) AND THE ASSISTANT MANAGER (CAROL) FOR OFFICEMAX. THIS MORNING, DECEMBER 7, I CALLED THE OFFICEMAX CUSTOMER SERVICE AND PUT A COMPLAIN IN.  THE DISTRICT MANAGER (SCOTT MURPHY) CALLED ME. HE WAS NOT APOLOGETIC OR COMPREHENSIVE AT ALL.  I ASKED HIM TO PUT HIMSELF IN MY SHOES.  I EXPLAINED MY FRUSTRATION AND MADE HIM AWARE ABOUT THE PROBLEM AND THE MISSLEDING INFORMATION BY BOTH THE SALES PERSON AND THE ASSISTANT MANAGER.  HE STATED THAT HE COULD NOT DO ANYTHING ABOUT IT.  I NEEDED TO SEND BACK THE COMPUTER AND THAT I WAS NOT FOLLOWING THE CORRECT PROCEDURE.  SCOTT MURPHY TOLD ME THAT THE ASSISTANT MANAGER CAROL HAS WORKED FOR HIM FOR 5 YEARS AND HE HAS NOT HAD ANY PROBLEMS WITH HER. HE ALSO STATED THAT RECEIVING A NEW PRINTER WAS THE SAME AS THE "REPLACEMENT OR GIFT CARD".  I TOLD HIM THAT THIS IS NOT THE SAME.

PLEASE HELP ME WITH THIS ISSUE.  I AM FRUSTRATED. I FEEL LIKE I HAVE BEEN TAKING AVANTAGE OF.  THIS COMPANY SHOULD NOT BE IN BUSINESS LIKE THIS.  THIS IS VERY MISSLEDING AND DECEPTIVE ON THEIR PART. 

SINCERELY,
ISABEL HERNANDEZ