In December 2009, I purchased a set of Bose ear buds, on sale, at Future Shop. The sales representative recommended the two year "Product Replacement Guarantee" and explained in detail how it worked. Because the item was on sale for almost half price, I asked, " What if the I have a problem with the ear buds and the price two years from now is considerably more? " He patiently explained that, "... no mater the future price, the item will be replaced at no cost - on the spot - hence 'Replacement Guarantee" In December 2010, I returned that set of, now defective Bose ear buds, to the Future Shop outlet from which they were purchased, along with my two year "Product Replacement Guarantee." I was told that the replacement cost to me would be $67. I was advised, " ..that the product identification number had changed since my purchase and that, therefore, Future Shop was not obligated to replace the item but would return the value of my original purchase in the form of a gift card." My argument, taken to the department supervisor was that, notwithstanding the change in product number, the product on the shelf, now, was the same one I had originally purchased and was at the same price - just not at the sale price" and " When I originally originally purchased the product, I was assured they would be replaced it should it become defective within two years." I further argued, that I had paid a 30% premium on a $67 dollar item for their 'Replacement Protection' guarantee, and that I did not wish to have a gift card in the sale price amount - and no ear buds, I would like them to honor the original agreement and replace the ear buds. I was then advised that they could not give me a gift card either. Because the item was purchased one year and three days ago, I would have to call their 1 800 number and give them the details, and they would send me a Future Shop gift card. I left a very dissatisfied customer. Two days later. Best Buy, (owned by the same parent company as Future Shop and located, in this case, across the street), advertised, in their Boxing Week Sale flyer, the ear buds by Bose on sale at $67. My intention was to take the Best Buy add to Future Shop, (because I was now obligated to spend my gift card money their), point out Future Shop's own Price Guarantee -
" To beat any advertised price by 10% of the difference" and purchase the product from them, at the original sale price as the year earlier. For my effort, I was told by the Department Manager, that Future Shop does not match Boxing Week sale items of any one. What a surprise.
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