Do I have a legitimate argument for a discount? - 10 Points?

Question

Recently I sent my computer for servicing at Staples Business Depot. It turned out that it had a fried graphic card, or video card or something of the sort, and would need to be replaced. 

I gave the go-ahead for the replacement on december 21st, but the told me that they would close for the holidays on the 22nd, so my computer wouldn't even be touched until they got back (Dec 28th) Fine. Understandable. "How long will it take?" "About five Business days.

7 Business days later I went to the Staples to see what was up, as I had received no call for pickup. It turns out they where still waiting for the video card. It is now the 19th of january, and only yesterday did I get a call saying they got the card, and I can expect to pick it up on Monday. It is now Tuesday and my computer isn't in.

Now, the thing is, they outsource their computer repairs, and I was chatting up a guy the last time I called in and he said they where waiting on a part, that was what was causing the delay.)

To make a long story short, do I have any grounds for a discount? I waited almost four times the estimated time. However, I was never told 'yes, it will be exactly five days' , nor did I get anything in writing (It was over the phone)

Bonus: how do I ask politely? I don't want to be rude. The people at that store are REALLY nice, and I know it's not their fault. (They outsource their computer repairs)

geek-in-training · Accepted Answer

You were promised nothing. You were only given an estimate of time.
While you may want to explain your displeasure to the manager, there is nothing they could do. It was out of their hands.
Next time get something in writing - then you'd have something to hold over their head.

Anonymous · Answer

If they told you that you can pick the computer up on Monday and then the next day (Tuesday) your computer wasn't there then where the hell was it? Did they send your tower off to some other location to be diagnosed? That's ridiculous. I can understand waiting on a part that they do not have available but not sending the tower off to some remote location. No computer shop in Australia would do that.

In any case, i don't think that you are legally entitled to a discount. Diagnosing a dead video card and fitting a replacement should only take 15 minutes (if you have the replacement card available) so really, not much work time has been devoted to it.
The only profit that they stand to make is on the markup of the video card and whatever they choose to charge you for the time it took to diagnose the problem.

I'd be asking for a discount considering the length of time it took for them to fix it. 
I'd be telling them that you know it only takes 15 minutes to diagnose a dead video card and that you've been without a computer for a long time despite that, even taking into account the Cristmas break.

After stating these things i'd be asking how well they could look after you in terms of price, considering the delay, which put you at a huge inconvenience.

Anonymous · Answer

If you know its not their fault, then why do you want to ask for a discount?? If its not their fault, why should they pay? 

I kinda had something similar - I ordered a ring for my wife from a department store, that she had picked out. They said it *might* be in by Dec 24. It wasnt. Then, they said it *might* be in after Jan 1. Then, they promised that it would be in by Jan 16th. 

When it wasnt there on Jan 20th, I told them to keep the damn thing and give me my money back.

BrownBall · Answer

I think you have a legit argument. Unfortunately, you'd probably have to talk to the manager and tell him the story. Tell him or her that it's an inconvenience for you to have your computer gone so long. They will probably give you a store credit or something.

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Do I have a legitimate argument for a discount? - 10 Points?

4 Answers