Canada Computers & Electronics — Attraction in Newmarket

Alright, what an experience! Let's start from the beginning of the story. So, I have a faulty laptop (the fan on it stutters and it tends to overheat). I'm on a tight schedule as I am going abroad for some time. I was opting for a fan replacement and a complete reset so the laptop is nice and fresh for when I leave. Hoping to get the laptop fixed in time, I came into Canada Computers on August 31st and provided them my laptop. I let them know the situation in that I would need it before September 20th. They weren't initially sure if they could meet that deadline, but we decided that they could hang onto the laptop and then they would call me back to let me know if it was possible. I received a phone call on September 2cnd, in which I was told that it was something they would be able to do. So we greenlight the repair, and I'm hopeful for the future. Needless to say, time started ticking and I started to get worried. I called 3 times on September 8th, just to check in but it seems like no one answers the phones there. Moving forward in time, I went in person a few times just to check on the progress of the laptop. Each time there was always a "situation" presented. They "had the part, it's just on the cart" and then they "didn't have the part, will be here soon" and every time it was always "it will happen soon". I get not having a part directly on time, but communication was really lacking here. All the while we received pretty poor customer service from Aidan who was working most of the times we came in. Finally, today, I had to pull the plug and we go in to just pick up the laptop. They had put in the "new" fan only to find it wasn't functioning. So they put in my old fan, reset my computer and gave it back to me. No diagnostics ran to see if the current fan is even working anymore, no nothing! I still have a faulty fan! The manager of the store did seem really nice and let me know upon running a short diagnostic, that while my fan is spinning it is spinning extremely slow (how nice!). I appreciated the manager's tone, but my guy, Aidan, needs to work on his customer service skills. He was abrupt, slightly rude and a little bit condescending. Just not the kind of person I'd want to deal with again. But at least I won't have to, as I won't be coming back (and neither will anyone in my family).

MORAL OF THE STORY, you're better off going to best buy. These guys are going to string you along AND not treat you very nice. I don't wish that...

Poor Customer Experience at Newmarket Location

Dear Canada Computers Management,

I'm writing to express my disappointment and frustration with the service I received at your Newmarket location. On May 13, I purchased an HDMI to Type C cable from your Richmond Hill location, where I was informed that I could return or exchange items at any Canada Computers store. However, when I visited the Newmarket location, which is closer to my home, I was met with resistance.

At 7:22 pm, I approached the manager and requested to exchange the cable. Unfortunately, they refused, citing that the purchase wasn't showing in their system. I waited 25 minutes, hoping the issue could be resolved, but the manager remained uncooperative. Despite my willingness to pay any price difference, they insisted that I return the next day.

What's unacceptable is the manager's attitude and lack of empathy. When I explained that I had driven 28 minutes to reach the store and that it was more convenient for me to resolve the issue that day, the manager responded with indifference, saying "I don't care." This response was not only unhelpful but also dismissive of my time and effort.

I believe it's unreasonable to expect customers to make multiple trips when there's a system glitch. A $16 cable shouldn't require extraordinary measures, and a manager should be able to make exceptions in such cases. The lack of customer-centric approach and inflexibility led to a heated exchange, which I regret.

Furthermore, I was surprised by the associate manager's confrontational behavior. It's clear that staff need training in customer service and conflict resolution.

To improve, I suggest:

System upgrades to facilitate seamless transactions across locations. Staff training in customer service, empathy, and conflict resolution. Clear communication about return and exchange policies.

I hope that Canada Computers takes my feedback seriously and takes steps to improve customer satisfaction.

I did had exchange of words and I did lose my patience and swear at Manager, which I do feel apologies to the team, but its unfair to ask me to come back again and system not loading, at least apologize to customer if the system is down other than blaming me to wait more time so the system can upload my purchase from other site and head office is close at 5pm like...

Up until today I never had a thought about going anywhere else but Canada Computers. Everybody has the same problems with charging cables eventually the ports wear themselves out. But this time it wore out in only 2 months so I decided to bring it back to see what they could do for me. It was Canada Computers own brand, iCAN. At first I ran into a very nice knowledgeable friendly associate that kindly looked up our receipt on their computer and it was purchased in May of this year 2025. For some reason the store manager got involved Derek. The cable had intermittent problems and in order for it to be covered under warranty the problem had to be replicated in the store which it did. Then they told me and I know maybe this is petty but it is the point, I owe them $2 to cover it under warranty only after 2 months when it's covered for 1 year. The conversation was what I would consider normal no one was upset or anything but I found out that the first cable that I purchased was considered to be "an open box" item. Meaning that somebody else returned it probably because it wasn't working properly and they gave me a $2 discount on the original purchase that was never disclosed to me. I said to the store manager Derek, that was not ethical. He started getting an attitude and I told him I don't want to deal with him I'll deal with the first representative, to which he kept on yapping in the background. If it's one thing I can't stand is an arrogant rude individual that thinks he knows better than anybody else. Perhaps I'm being harsh because I wasn't exactly pleasant myself after Derek got involved in the conversation. The history on my account shows that I have purchased many thousands of dollars worth of product from that store and I thought that I deserve to be treated a lot nicer than this store manager was treating me. Anyway the point is folks if you're buying anything at Canada Computers make sure it's not an " open box" item otherwise you might be buying damaged goods. To finish I want to say that previous to this encounter I loved going there because the staff were knowledgeable the prices were fair and I was in and...