Will Never Shop at the Source Again
I purchased an Acer netbook for a Christmas present for my daughter in December 2011 from The Source in Mission Park Mall in Kelowna BC. The netbook was the last one in the store and was in a display case. Against my better judgement, I bought it (I usually only buy electronic gear if it is sealed in its packaging). The salesman put it back in the box, but didn't turn it on to show me that it worked properly. On Christmas morning, my daughter turned on her new netbook only to discover that the screen was cracked in several places. When I took it back to the store, the manager refused to give me a refund or replacement. He implied that we broke it ourselves and said that it would have to be sent out for repair and that if the repair depot deemed the damage to be "user caused," we would have to pay for any repairs.
I've contacted BC Consumer Protection and they told me that we are covered under the Sale of Goods Act. I made a Boxing Day sale at Future Shop and asked the salesman what would happen if I opened the box at home and the item I bought was damaged. He said "things happen in manufacturing, shipping, or storage. If it's broken, just bring it back and we'll replace it or give you a refund."
With retailers like Future Shop and Best Buy, who truly seem to believe that the customer is always right, The Source is digging a big hole for themselves if they treat their customers like they have treated me. I sent an e-mail to their customer support and got no reply. I phoned their customer support and the person I talked to told me that he would contact the regional manager and he would call me. He never did.
I've always like shopping at The Source because the stores are small and you get personal service. However, after this experience, I will never shop at The Source again. Future Shop and Best Buy will get all my business from now on.