J & B Auto Sales

[redacted] If you have any issues with your order it is a NIGHTMARE! I have received no response to my email or to voice mails once again and will be arranging to return the computer and go elsewhere for my purchase to a business where they value their customers!

From: Darcey
Date: 11-08-2015 12:02 PM (GMT-04:00)
To: josh.[redacted]@thesource.ca
Subject: Order#[redacted]

As per my telephone conversation with you yesterday, please forward my email to your supervisor, Lisa.

Hi Lisa,

I have asked to have this message forwarded to you in order to express my concerns and dissatisfaction over a recent order.

On June 10th 2015 I ordered a refurbished ** desktop computer for my elderly parents. I took special consideration to ensure the computer had [redacted] installed on it to make it easier for them to use.

I picked up the computer at the store on June 15th, took it to their home and set it up. On or about July 15th, my mother phoned advising me the computer was giving an error stating the [redacted] key was not valid. I advised her to look over the computer or the box it came in for a sticker or to check the box for the disc as I hadn't recalled seeing either when I unpacked it. She could find neither. I went to their home and checked both items myself and found nothing. I called the online order phone number for the Source and advised the issue. I was initially told I would have to contact ** myself as it was a computer THEY refurbished not The Source. I advised that I would not be doing that as I purchased the computer from The Source and not **. I was then told they would speak to their superiors and get back to me with a resolution. I received the following email:

From: Alexandra H.
Sent: Monday, July 20, 2015 1:44 PM
To: Darcey O.

Good afternoon Darcey,

I've spoken with our assistant service center manager and he informed me that the repair depot has seen this with a few different units after they have had a restore done to the units. He advised that to fix the issue, you would have to re-enter the product ID Key that should be on the sticker on the outer casing for the desktop. However, this unit was not restored by our repair depot, it is a "Factory Refurbished" unit, meaning it was shipped directly from **.

Please let me know if this helps.

Kind regards,

Alexandra H.
279 Bayview Drive, Barrie ON L4M 4W5 | Canada
www.thesource.ca

Obviously, as I had already been through the fact that there was no sticker anywhere on the unit I found this response extremely frustrating as really we were back to square one. I sent a reply to her email asking for a resolution or a windows key to enter and never received a response. I then called the same representative several times leaving several voice mails, none of which were responded to. Finally I called and spoke to someone else explaining the situation once again. I was put on hold for a lengthy period and finally advised that they had decided to send me a whole new replacement pc to exchange with the current pc. I was advised it would be about 5 business days before it would arrive in store. I waited for the arrival of the unit and contacted the local store a few times to see if it had arrived with no success. Finally I called the online order number again to check on the progress of same and was advised the unit was backordered until after August 9th. I was rather perplexed that I hadn't been advised of this but decided to simply wait for the new unit.

This morning, August 10th, I was surprised that I received a call from the local Source store advising it had arrived. I was told to bring the old unit in in order to exchange with the new one. It worked out well as I had the day off work and would have time to do the exchange and set up the new unit for my parents. I went to my parents home in order to gather the old unit and clean off their personal information prior to packing it up for return. I took it into the store and the employee went and grabbed the box addressed for me. When he brought the box to the service counter I expressed my surprise that it had [redacted] written on it as it was supposed to be a ** unit. He advised that they sometimes reuse boxes and asked if I wanted him to check it. I said yes that he had better. Imagine my surprise when he opened the box and it contained a [redacted] laptop rather than an ** desktop! He then called the online order line and told them what happened which apparently was a shipping error. He told me they would be sending the proper unit out; however, he neglected to ask the time frame in which I should expect to receive it. I left the store and when I returned home I contacted the online order line to check on the time line. I was advised it would be 2 to 3 weeks!!!! Hence the reason I have decided to contact someone in a supervisor/manager position!

This is BEYOND ridiculous! Now not only are my parents without the replacement computer but I have removed all their personal information including emails and virus protection programming off their old unit for its impending/expected return today. I have gone to other online webstores and found the same unit I am awaiting stating an arrival time of 3 to 5 business days. Why is it your store is advising 2 to 3 weeks????

I expect some sort of resolution to this immediately or I am demanding a full refund! Please do not ignore my emails as I have experienced previously. If this is what I experience I will have no alternative but to contact the Revdex.com and make my experience well known on social media.

I look forward to your reply,

On Dec 3/16 I acquired a [redacted] mobile phone from The Source, Midland, Ont. I told the mgr I wanted paper bills by MAIL not email, since I pay my bills by PHONE. [redacted] while dealing w me & my son & chatted w other clerks, clients, talked on the phone, etc. Finally, she told us that my 1st bill would come on Dec 5th for $5; each month after that it would $45. no mention taxes, hookup or anything. Consequently the first bill arrived by EMAIL on Dec 5th for $72.69 payable (by email) by Dec 25th. It was NOT $5 as she stipulated. The bill doesn't categorize what it covers. In the meantime, I attempted to learn to text, email, take a picture, phone in/out. As a senior I found all this terribly confusing & awkward to hold & decided to return it on Dec 8th. Returns are allowed if the phone is 'nearly new' & the 50MB (whatever that is) isn't used up. That mgr declared I went over the 50MB - impossible as I hardly used it, so the phone must be defective. She refused to accept it or to help me in any way & [redacted] that she isn't allowed to call anyone, etc. She said "you call X-XXX-XXX-XXXX yourself". I went home, called that # & talked w 'Brad' & 'Garrett'...both said she should have accepted the phone & credited me without any charges. Also both said, "...go back & tell her to phone NATIONAL CHANNEL SUPPORT- she has the number". So back I went. She made a call & said, ".. a WAYBILL will be sent by mail. You are to return the phone vi [redacted] w the Waybill, BUT if it gets to them after a certain # of days , they wont accept it". [redacted]