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Broken Promises

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Staples Computer Tech Support Becomes Flop Squad--Leaves Customers Stranded and Stapled

November 30th 2012

Staples Superstore

It started as a reliable promises and quickly broke down into a typical Staples disappointment. The office supply superstore told its customers that it would not only service the hi-tech equipment it sold--but indeed any hi-tech gear in any office. Staples called its effort EasyTech. Unhappily, it was anything but easy. Unfortunately, the Staples attempt to compete with the Geek Squad created a laughable Flop Squad of broken promises, unreturned calls, and now a completely failed program that has left it customers stranded. Staples Customer Service won't even answer customers who ask what happened to their service guarantees and incomplete work projects.

In a typical case, a Washington, D.C. small business hired the aggressively-sold Staples EasyTech team to analyse and repair a RAID or Redundant Array of Independent Drives. RAIDs are comprised of mirrored drives that act as a fail safe system ensuring that even if one hard drive goes down, the duplicate retains the data. But the two must be perfectly synchronized. Getting them synchronized and keeping them synchronizing is daunting to the average user, but an easy task but a skilled tech. The Washington, D.C. corporate customer trusted Staples.

After months of unreturned phone calls, the customer finally connected with Staples and EasyTech. Turns out that Staples subbed the work out to another company, which in turn farmed the job out to an independent local tech. After many false starts and a brief scare when six months of corporate data was inadvertently "lost," replacement drives were installed and synced. But then the system began to fail with warnings on boot up declaring the RAID to be critical.

Numerous emails and calls went unreturned over a period of months. As the RAID became progressively more unstable, the customer stepped up efforts to contact the EasyTech people. When the EasyTech subcontractor was finally contacted, the customer was informed that Staples was getting ready inform some 10,000 customers that EasyTech was disappearing. This left customers in limbo as they tried to contact Staples Tech Customer Service for information. Assuring Staples reps promised swift answers, completion, and correction of problems. But to date, the Washington, D.C. corporation seems to be typical in its disappointment. None of his calls have been returned.

Once more, Staples staples a customer.


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