I purchased an Acer netbook for a Christmas present at The Source in MIssion Park Mall in Kelowna BC on Dec 17, 2011. The netbook was not in the box but was in a display case and was the last one in the store. The salesman put it back into the box without turning it on to test it. When my daughter turned the netbook on on Christmas morning, we discovered that the screen was broken. When we tried to return the netbook to The Source, the manager refused to give us an exchange or refund and implied that we broke it. He told us that he would talk to his manager. He called us later at home and said that his manager told him not to give us an exchange or refund. When I asked for the manager's name and contact information, the store manager refused to give it to me. He said that they would have to send the netbook to their repair depot and if they determined that the damage was "user caused, " we wouldn't get anything in return for the netbook and would be out the $250 we paid for the netbook.
I contacted another Source store and asked them what their policy was. The manager told me that when they sell something that is in a display case, they always turn it on to show the customer that it works properly. Later that day, I made a purchase at Future Shop and asked the salesman what would happen if I opened the box when I got home and the item was damaged. He said "things happen in manufacturing, shipping, or storage. If it's damaged in any way, bring it back and we'll replace it or give you a refund."
I've opened a claim with The Source but haven't heard back from them. BUYER BEWARE - DO NOT PURCHASE ANYTHING FROM THE SOURCE! I will never shop there again and from now on will only deal with Future Shop or Best Buy. The Source is not worth the hassle and it's not like they have amazing pricing. This is the first time that I have ever purchased a defective product anywhere and the onus was placed on me to prove that I didn't break it.
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