If you buy a new laptop or desktop from Staples, you’re likely going to get ripped off…unless you listen to me carefully.
While Staples may have good prices on their computers and peripherals, they are running a scam in their stores, at least in Canada. If you’re in the U.S., let me know if they are using the same scam down there.
The sales staff at most outlets are very helpful, when you can find one, and they seem to know their stuff. The problems begin once you decide on which model you want to buy. When you get to that point, the csr (customer service rep) will do his or her damnedest to hook you up with all kinds of extras that you DON’T NEED. Here are some examples:
1. A bogus fee to transfer your files (documents, photos, videos, etc.) from your old computer to your new one. This charge was recently quoted to be over $200.00. This is a completely unnecessary fee. Don’t pay it. Set yourself up with a flash drive, 8 or 16 gigs should be enough, and transfer the files yourself. A drive that size might be $15.00 or $20.00 but it’s both useful after you’ve backed up your stuff and a lot cheaper than the ridiculous transfer fee that Staples wants to charge.
TIP:Here is my how-to about backing up your computer Part one, part two and part three.
2. An expensive and completely phony charge to set up your new computer. Staples will tell you that the charge is to load the software that comes with your computer onto it. The csr will lie to your face and tell you that the software isn’t already on the hard drive, that it takes hours to load it but they will do it all for you. The fee is, again, in the $200.00 range. Trust me, this money is the worst ripoff out there. Every new computer comes loaded with all kinds of software ALREADY ON THE HARD DRIVE! There is absolutely nothing for you to do on a new laptop or desktop except to create a log-in name and a password, if you want one. The password is optional, of course. There is nothing else to do, even if the csr insists that there is. Don’t listen to the csr and if things get out of hand, walk out of the store. If you are firm about buying from Staples, in spite of what I am telling you, call their head office and insist that the store stop pushing you into these totally unnecessary extras.
3. Extra warranties. All computers come with a year warranty, at least they do in Canada. Believe me, if something is going to happen to a computer, it’s going to happen in the first few months. After that, there is no sense in paying for extra coverage that will, undoubtedly, be money down the drain. HP (and Compaq), Dell and most other computer manufacturers offer these extra warranties anyway. You have time to think about things like this, you don’t have to buy them at the store level. No matter how hard the csr or the manager tries, just buy the damn computer, nothing else.
4. Pay extra for Microsoft Word. Most new computers come with a Starter Edition of Word. This version of Word is fully functional, not time limited and is included in the price of the computer. There is no reason to pay extra for Office unless you KNOW that you must have it. Regardless, you can often get deals from Microsoft on the Student Edition of Office. Alternatively, you can download Libre Office, a completely free, open source version which is compatible with Microsoft Office. Get it here: http://www.libreoffice.org/
If you are firm about buying from Staples, in spite of what I am telling you, call their head office and insist that the store stop pushing you into these totally unnecessary extras. All of these things are generally done at the store level, none of this seems to be part of Staples corporate policy. However, head office must know that this kind of thing is going on and, as far as I can see, has done nothing to stop it. I have gone so far as to interrupt a csr who was deliberately lying to a customer in the store, saying that their new laptop had to be set up by an expert because the software wasn’t already loaded on the hard drive. In spite of my protests, the csr continued to mislead the customer. I finally took the customer aside, told them who I was and what I did for a living, and walked them out of the store. At least I saved one person from being conned by a Staples csr.
If other stores are doing the same thing, let me know. Buy the computer if you want but don’t pay for ANYTHING else.
Thanks for reading!
A friend recently bought a laptop and a desktop (HP) from Staples in Upstate NY. The desktop had tons of threats – malware and adware – on it. I am confidant in saying the desktop was most likely used and boxed to look new. Not good business practice and I personally will never buy from Staples.
It could have been a returned unit, used for a while then brought back. It should have been sent to the manufacturer for refurbishing but wasn’t. You’re right, it wasn’t right but sometimes these things happen. The user should have contacted Staples regarding this. We’re pretty sure there would have been some restitution made. On the other hand, most PCs come with some ‘extras’ on them. There is always some kind of anti-virus lurking in the background and, depending on the maker, various bits and pieces of adware. We wouldn’t go as far as saying malware since we’ve never seen that. Staples has always been decent here in Canada but it depends on the local head office as to how closely they stick to the rules. Thanks for commenting.
I have to say that I am an independent technician and I set up new computers all the time. I usually charge 1.5 hrs at $48/per so the cost is $72. There are a lot of people out there that don’t feel comfortable in doing this even though it is relatively easy. When you set it up there are a lot of programs that ask you to register, or update, or other technical jargon that could potentially active a subscription or even remove an otherwise free version. People generally do not understand about trial versions of free programs. I have had calls from people that thought they knew how to set the computer up to only have them call me a month or so later wondering why they have malware or junk all through their computer. As a technician it is my job to remove unnecessary programs,run all the updates, install java, adobe, anti-virus, anti malware, set up the email, optimize for speed, and physically take it to the customer’s home and give them a 20 minute lesson. I think $72 is good value. I also burn a set of recovery disks for $25 or show them how to do it themselves.
Everyone that is saying this is a waste of time but it is a necessity for some people that don’t have the time or the experience.
Do not say this is a rip off because by all means if you can do it yourself great but don’t assume that this is like a bad warranty, or a money grab. There is labour involved. Plus the last thing you want to do is take the excitement out of owning a new computer by being frustrated by programs and pop ups that ask you to accept this and decline that and install this and so on.
Happy Computing!
There may be a need for the services that you offer but that’s not what the post was about. Staples was lying to their customers, plain and simple. We stood and listened to the Customer Service Rep say things that simply were not true. Since we posted this article, Staples seems to have stopped this practice.
By the way, we took the link to your site out of your comment. If you wish to trade links, sure, but we don’t accept any links in comments for obvious reasons. Go through the regular channels.
My sister bought a New never used before computer 19/12/2013 from Staples Canada it was from the USA. Took it home it had Chrome Firefox 3 Search Protect by Conduit on it and 19 Threats. Phoned Staples back and they said Computer came from USA. Sister demanded her money back has buyer protection on her Credit Card. Lets see what Staples does about this one. Buyer Beware from Staples Canada.
Staples has excellent customer service, aside from the issues that we’ve pointed out in this post. If you can’t get satisfaction at the store level, contact head office. We’ve had great success using Twitter. They are very responsive to tweets. Good luck and thanks for commenting.
I hope you’re right I just sent an email to head office about a repair that cost $55.00 dollars more than the price quoted. The manager wasn’t there when I picked it up. I had no choice but to pay it. $301.00 for a new fan. Should have been $246.
I just bought a computer from staples. The rep ringing me out said I should know that that machine had only a three month warranty. Instead of letting on I knew different as I’d read about the machine before going in…I said , “What?!, What about the other computers, is it the same thing? The rep said, “yes, pretty much all of them”. And then proceeded to try and sell me the store warranty.
It really does seem to depend on the customer service rep and/or the store, not the whole chain. We took a video camera into the local Staples in an attempt to catch them up on some of the things they said. Fortunately for Staples, the rep said all the right things. It was a hidden camera so the rep did not know we were recording. We hope that people reading our posts see this and realize that what they hear at Staples isn’t necessarily the truth.
Thanks for commenting!
Hi, I just made the mistake of paying Staples $99.99 extra for Setting-up my HP Pavilion G6 laptop that I just bought from them. And as rightly mentioned, I was forced into this without knowing any details of the set-up.
If only I had known this before!
Anyways, I would like to know what how can reach out to the Staples Head Office and get back my money for th ‘set-up’.
Please share the contact information of the Head office. Thanks!
It depends on where you are. We’ve had success with Twitter but we are in Canada. Staples U.S. is simply @Staples. In Canada, they are @StaplesCanada. Websites for each are http://www.staples.com/ and http://www.staples.ca/ , respectively.
Write down what the customer service rep said and use our article to support your request for a refund. As far as we know, this kind of activity is store-based, not Staples-based. You can either go directly to the manager of the store for a refund request or email Staples head office.
We’re going to Tweet some of this now to see if we can get some action for you.
Thanks for commenting!