stop me if you think that you've heard this one before
Seriously, if you are getting sick of hearing about my Office Depot battles, just tell me to STFU already. But if not, here's the update.
After leaving two voicemail message for Tim Collins, who is the manager of the District 73 regional office and supervisor of the infamous Pete Burns, and receiving no reply, I indicated that I would be taking further action.
So today I sent off an email to:
-David Fannin, Executive Vice President and General Council
-Robert Brewer, Senior Vice President and Chief Compliance Officer
-Ray Tharpe, Investor Relations
- cc'd the nice fellow at Customer Care, who actually answered me on September 1
Here's a bit of what I said:
I would like to bring to your attention the fact that I have experienced a serious breech of customer service from Office Depot and unfortunately, despite repeated efforts on my part to bring closure to this situation, I have yet to receive satisfaction.
I have detailed my experiences below, and I will say that I did receive a prompt response from Anthony Thomas at E-Commerce Technical Support, as well as a phone call the following day from Tim Collins at the District 73 Regional Office, which were greatly appreciated and gave me false hope for a timely and satisfactory conclusion. However, since my initial contact with Tim Collins on September 2, 2006, I have received no further action from anyone at Office Depot, despite repeated messages left for Mr Collins.
The unfortunate fact remains that I have spent $235.38 for a wireless router and USB adapter which are unusable (and thereby faulty) and have been forced to make all subsequent office purchases (an estimated $2400 for personal use alone) from other companies.
I am distressed by the bad business practices demonstrated by Office Depot, who seem to be taking an adversarial approach toward the merchant/customer relationship, and feel that unless I receive satisfaction in the form of a full refund for this merchandise, I will be obligated to contact, among others, the Director of Materials Management at the University of Calgary, where I am employed. Since I have made numerous purchases from Office Depot in the past on behalf of the University of Calgary, it will be my duty to ensure that, as Calgary's fourth largest employer, they are aware of the failure of customer service that can be expected when dealing with Office Depot, that they may instruct their employees to conduct their business elsewhere. The University of Calgary takes very seriously the quality of customer service they receive and continuously monitor and evaluate business practices of companies with whom the Department of Materials Management or any employees may deal, in order to identify problems.
I look forward to being contacted very shortly by a representative of Office Depot and to a full refund of my purchase.
I'll give them a few days to respond and then make good on my promise.
After that ... the media.
I've got to give a big shout out to my buddy, GOB, the Jim Rockford of the corporate culture / internet-searching world.
GOB, thanks for all the great info - you da MAN!