[STAPLES] The Cartridge Incident
None of my current printers were working under Windows 7 (no official driver support). I needed to print something urgently. Normally I always shop online, but I wanted the printer right away. Figured I'd get the cheapest ink jet printer I can. Went to STAPLES and got one immediately for $50. The salesperson said if it doesn't work under Win 7 (he guaranteed that it would, I didn't have time to do any research), they'll do a refund. I come back...set it all up, put in the cartridges etc. The printer doesn't work. It was near closing time so I decided to go the next day to return it.
I pack up everything in its package the way I got it, just that the cartridges were still inside the printer in their slots (not in their little separate boxes its initially in). Go to the Customer Services/Returns/Refund counter. The woman at the counter told me someone in charge of the Hardware would be here to inspect it before they do a refund, as per their policy. I said fine. The guy comes...and inspects the printer at the counter at the back (just behind the woman so his back is facing me now). I didn't keep an eye on him all the time, as there were other customers waiting in the line so the woman told me to step aside and wait. The guy turns around and asks me about the cartridges. Says "where are the cartridges". I respond, "What do you mean? They're in their slots. I never took em out after I put em in." He says "We can't refund it without the cartridges. They're not in here". And walks away.
Im standing there clueless and shocked...as I packed the printer myself. How the hell did the cartridges just disappear? It was a weekend so the store closes early. I was told I'll have to come back tomorrow. I figured its possible someone else in my house took em out or fiddled with the printer. I rush back home, check everywhere, ask everyone...and as expected, no one had any idea about the cartridges. They don't even know how to operate these things but I thought I'd eliminate all doubts.
At this point I'm thinking the guy inspecting the printer could've taken em out. I rush back to the store immediately. The manager is standing at the door as a couple of other people are closing. I tell him I need to speak with the person who inspected my printer. He tells me everybody left, theres no one in the store. BIG FAT LIAR! The same guy was walking RIGHT behind him. He saw me at the door and flinched. Gave the most guiltiest look you could imagine. Like "Oh ***** he's back". That was my biggest cue. I had no doubt that he didn't take it out (unless proven otherwise). I tell the manager the cartridges are missing so I need to talk to him, hes right behind you. The manager gets all offended. From there on his tone and the way he handled things was extremely rude.
Manager: "Are you accusing him of stealing? Thats crazy"
ME: "Im not accusing anyone, I wana ask him about the cartridges. Maybe he put them aside and forgot about them. Now they're gone. I checked back at home and I don't have them. I packed the printer myself and they were there".
Manager: "I don't know where they went but he didn't take them"
ME: "How can you be so sure?"
Manager: "Why would he?"
ME: "Why would I keep the cartridges and return the printer?"
Manager: "I don't know"
ME: "Well then you can't speak for him either."
Manager: "Look, I have to defend him. I trust him. He didn't do it. I can't help you today. Come back tomorrow"
ME: "What do you mean you have to defend him? Shouldn't you be resolving this with an unbiased view? You trust him. I don't. I don't know him. Your conclusion is based on 'trust'. You're defending someone and taking sides without looking into the matter deeply. And you lied when you said every worker had left."
Manager: "OK. Its ludicrous for you to suggest that he took it out, but as a gesture, come back tomorrow I'll refund the printer"
ME: "NO. Its not. Anythings possible. I won't accept the refund before finding out what happened here. The printer is technically mine and this can be filed under theft. And for a person being accused, hes standing awfully quiet and not offended."
Manager (to the hardware guy): "Do you know where the cartridges are?"
The hardware guy: "No."
Manager: "There, he doesn't have it."
ME: "You expect me to take his word? There are cameras all over the place. There are many ways of knowing what happened"
Manager: "Fine! Fine! We'll take a look at the tapes tomorrow, but if it shows that he didn't take em out, I won't be doing a refund."
ME: "Fair enough."
I went there today. Went straight to the manager.
Manager: "Yeah shes checking the serveillance footage."
Manager: "Do you have the receipt? I can refund the printer right here"
ME: "Wait. What? If the footage shows that the guy didn't take the cartridges, I'll gladly take the printer back like we agreed upon last night. I don't want a refund in that case."
A woman from the management walks up to us. Tells us the security camera doesn't show anything from an angle which would suggest that he did or did not take the cartridges. She was there last night as well but didn't say a word then.
Manager: "The footage doesn't tell us anything. I can't do anything else to help you out."
ME: "Can I take a look at the footage?" [I don't think its possible... but the camera was right on TOP of the Return counter and I found it hard to believe that it wouldn't show up in the footage]
Manager: "We can't allow that. But I can give you a refund."
I didn't see this going anywhere. Maybe I should've taken matters to their head office. The manager never had a neutral stand in this from the get go. Instead of creating a scene, I took the refund and came back. So why did he offer me a refund right away? Before even knowing what the woman, who checked the videos apparently, had to say about it?
Apologies if the post got boring or too long. I just had to let it out. I have no doubts about this and I know what happened. Can't believe the guy is still working there. But yeah....sticking up for someone without any substantial proof or willingness to accept both sides of the story all seems too fishy to me. Who knows what they are upto over there. I won't be shopping at STAPLES again. Atleast, not at the same branch.