The Source

The in person customer service at The Source is fine. They are very friendly and — as long as you are willing to wait for help– they are good when they actually give you their attention.
The immediate customer service is not the problem.
The problem is that they lie and there is no follow through.
I bought a computer from The Source 3 years ago. Three years ago I said ‘no’ to purchasing a warranty several times because I did not feel like I needed it.
The person that helped me in person (Toronto Eaton Centre) convinced me when he said they would provide me an extra battery– in ADDITION to the one I had on my Toshiba. He told me that it was excellent value and that I would not even have to do any of the work with Toshiba– the Source would send it in on my behalf and call me when it was ready to pickup– I could even go into any store location in the country. This sounded good. I made sure to double check that the warranty on my Toshiba meant it was 3 years PLUS an additional battery (not a replacement battery if dead).
Fast forward 3 years later and my unit had no problems with very light use.
I go into a Source location to get my Toshiba serviced, cleaned up, diagnostic. This is something included in the warranty. I also want to collect my extra battery as promised. The 777 Bay Street Location customer service agent was VERY nice and took my Toshiba in. I talked to him about acquiring the additional battery and he made sure to put clearly on the form to leave the old battery and package the additional battery that is included in my warranty. He made an explicit note of this.
I receive my Toshiba back (at the Vancouver Kingsway location) and it looks like Toshiba did not give me the additional battery on the warranty NOR did they even replace it to give me the new battery even though it was EXPLICITY STATED to add an additional battery and KEEP the old battery.
The customer service at the Vancouver Kingsgate Mall location was very nice and sympathetic and said that I was right and they do not know why Toshiba made that mistake.
They said that they would contact Toshiba and they would make it right. In the mean time I could take home my computer and they said they would contact me and Toshiba and make sure that Toshiba sent over a battery for my Toshiba NB305.
Almost a month later and still no response.
The people at The Source are very nice and helpful to your face. However expect them to lie in order to sell something you don’t need and never expect them to follow through on anything you ask them to.
and never EVERY buy their warranty.
From a very dissatisfied customer.

This is my favourite The Source location.
Sometimes I find it’s a bit pricey here, but if you watch out for the sales you can grab some pretty good deals.
This location is pretty small, so selection can be limited.
The customer service here is fantastic: the staff are always smiling, friendly, and helpful. I’m never in the store very long before someone comes to greet me and asks if I need any assistance. This is what brings me back time & time again. If you’re looking to shop somewhere where you can get some top notch assistance — bring your butt down to this location!