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Waranty returns - is this reasonable?
lloydcom:
I had a similar problem with a company we shall call company X. They had a lifetime warrany on all their products. It's packaged right on the box. The item is available all over the planet.
One day the unit failed. I contacted company X to be told that the unit I bought (in the UK) was only warranty'd in the USA. If I wanted another unit I would have to buy another one.
Back and forth the emails went, to no avail. I contacted the company's sales manager (or so he said he was) for company X, and he caved into one solution. I had to pay $14.00 via paypal, and the shipping of the item to company X and back. For which I could buy two units for the same money.
Since the product was still in waranty I complained about their customer service to several registered distributors of the product that was within earshot. One of them took pity on me and replaced the unit free of charge.
So it goes to show, that Company X might have a good review and an excellent product, but when it comes to waranties.....
Read the fine print, and get an ultraviolet light for the magic ink they use when they tell you the warranty is good only in the USA. ::)
MYX:
I would fight that, then I would find a lawyer friend that could write up some really legal sounding mumbo jumbo and send it to them. I thought that the whole NAFTA thing was supposed to protect against that sort of shenanigans.
acevedor2:
:soapbox: alert
I guess I have to respectfully disagree with the notion that he has been made whole - he has not been - At a minimum he is out 20 bucks in shipping the items back, not to mention the inconvenience. It is a sad state of affairs (in many industries, not just the arcade retail industry) that we should be happy that a company is selling to us at all. That is essentially what many posts above have said.
I understand that no company would deliberately send you a defective product. That said, once they do, it is up to the company to do everything possible to correct the deficiency and make you a satisfied customer. That includes paying for return shipping and expediting the faulty product's replacement.
Yes, this would likely cause the vendor to lose money on the sale. That is the cost of doing business and providing a high level of customer service. I think too often we buy into the notion that - " I am just lucky he is selling that to me." It's ok if customer service stinks or the product is overpriced. You see it everyday from car sales to electronics.
As a result, customer service has become a rare commodity in many cases. Again, this is not an attack against the particular company here. It is instead a wake up call to all who believe that as long as they provided a replacement they did good.
We will not get customer service unless we demand it. And we demand it through the use of our dollar, yen, deutsch marc, etc. In nearly EVERY field of retail, including the arcade retail, there are alternatives. Yes it hurts when a vendor goes under and our field of choices is therefore diminished, but it is a sacrifice I am willing to take in order to demand quality service.
Ok, I am off the soap box now. I hope everyone has a Merry Christmas. Cheers
CheffoJeffo:
--- Quote from: acevedor2 on December 24, 2006, 08:07:25 am ---Yes, this would likely cause the vendor to lose money on the sale. That is the cost of doing business and providing a high level of customer service. I think too often we buy into the notion that - " I am just lucky he is selling that to me." It's ok if customer service stinks or the product is overpriced. You see it everyday from car sales to electronics.
--- End quote ---
Since this one was pretty clearly aimed at my comments ...
I do not typically "buy into the notion", however, there are a number of instances in this hobby where we ARE lucky and some vendors operate at a close-to-break-even range (if that). Hang around a while looking for that elusive part or watch the vendor who sold a part you wanted/needed close up shop and you will understand what I am talking about.
The OP asked if the service he received was REASONABLE ... the answer is yes. Yes, he is out the return shipping and the time (and that sucks). If he had bought in a store, he would be out gas and (signficantly less) time. The fact that it is around the world is the primary contributing factor here and is unfortunate.
There are vendors who provide unparalleled service and, by all means let's support the heck out of them. I notice that you chose to support a vendor wth a dismal service record and even worse customer relations attitude, paticularly hostile towards members here ... it makes your whole rant ring a bit hollow.
You mention that there are always alternatives, and this is not always true, although it may be for your project. While YOU may be willing to sacrifice vendors to get better service (in which case, you had better send that SlikStik spinner back right now, mister!), I am not willing to sacrifice those vendors who provide reasonable service and provide valuable parts and services.
Cheers.
EDIT for spelling
acevedor2:
There are vendors who provide unparalleled service and, by all means let's support the heck out of them. I notice that you chose to support a vendor wth a dismal service record and even worse customer relations attitude, particularly hostile towards members here ... it makes your whole rant ring a bit hollow.
Just a couple of notes:
I will continue to support ANY vendor who provides me a quality product and quality customer service. In the case of SLIKSTIK, this is only a sample size of one. I have received one product from them, and the service was very good. I didn't research them before I ordered through them so I guess I got lucky. That said, if I fail to receive the same level of service in the future (as many have indicated with regards to that particular vendor) then I will cease doing business with them.
I by no means intended to "rant" and I hold absolutely no ill will to any member of this forum. In fact, in the short time I have been on this particular forum I have found the knowledge and friendly demeanor of the members to be without reproach. I am grateful to be a member of this community.
All of that said, I have VERY strong opinions on customer service, or the lack thereof, that has become so prevalent. I just think many retailers take it for granted. They expect the customer to "suck it up."
I wanted to wish everyone a very happy Holiday Season. Be safe and have a wonderful Christmas. Cheers.