I had purchased a (8GB iPod Touch 2nd Generation - Refurbished unit) from The Source on-line store on the 1st of March 2011.Very happy to pick up the unit from the Cote-Vertu St-Laurent Quebec store two days later. This was a gift to my wife and after giving it to her the next day. She had told me that there is a problem with the unit. When you use the unit with the headphone the speaker inside the unit will not mute. The volume control doesn't control the sound on the headphone. I then e-mail the on-line sale office for help (issue/question 189174). The Source Support had ask me to return the unit to the store to get a full refund.
I then brought the defective unit back to the Cote-Vertu, The Source store here in Montreal, which I had explain what is not working with this (8GB iPod Touch 2nd Generation - Refurbished unit) to a salesman where I had pick this unit up a few days ago from this same store. He had checked the unit and found that the unit is defective. I then give a copy of the e-mail (issue/question 189174) to the salesman and I had ask him for a refund for this purchase.
He had ask me to wait and an other salesman came out from the back office and he told me that they will not refund me for this purchase. I ask him why and he told me that this is a refurbished unit and it is not the store's problem if the unit is defective. He ask me to call the store manger Mr. Andre at (514) 332-2649 tomorrow and he will tell me what to do. I then show him a copy of the e-mail (issue/question 189174) and told him that the Head office had ask me to bring this unit back to the store to get a full refund. He told me that he is the assistance manger of the store and he don't care what the Head office says and he will not refund me at all. He say that it is my problem and I have to bring it somewhere to get it fix. I had told him that the unit was sold to me and it never work (defective unit) from day one. He say I only pay $129.00 tax for this unit and it is too bad for me. I then ask him for his name and he had refuse to give his name to me. After asking him three more times for his name, then he told me his name is Mr. Kamal and he send me on my way by telling me to have a nice day!
I had never had this type of bad service in my life from any salesman even if he is the assistance manger. When I was picking up this unit on the 3rd of March, I think it was Mr. Kamal who served me. He didn't look too friendly then and he just want to rush everything make me sign and I didn't get a chance to ask him anything and he was gone. May be he is not making any commission by serving me, but that was not right.
I then send a few complaints to the online customer service. No one reply the email and after a few days I had to called the customer service and they told me to bring it to an other store. Brought it to the Fleury East store next day and no one in the store know what to do. They told me to give them the unit and they will send it back to Online sale Head office for me. No paper work was done and I ask the salesman about my refund. I was told that the online office will refund me soon? Two weeks later still no refund, call customer service and they don't know where the unit is. I had to call them again the next day and they told me that they had found the unit at their shipping dept. and then they finally refunded me the next day. Until today no one from The Source had say that they are sorry or reply any of the complaints that I had send to them. I had spend over $1500.00 last year shopping at The Source online store. But now I will never buy anything from this store and their online store again. The Source Online and their retail stores don't care about each other or their customers. If you need help from their stores or the customer service then GOOD LUCK!
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