I work at a competitor of FS’s and I can definitely assure you that I heard (past tense, they’ve since moved away from mall property) daily about peoples disatisfaction with the customer service.
Having to deal with customer service myself, and being a store manager myself, I’ve encountered situations where I’ve had to make exceptions and/or had to deal with customers who were clearly in the wrong (but got their way anyway through causing a scene or going up the ladder).
If there’s one thing I know, it’s store policy. The other thing I know… customers don’t give two shits. I don’t want to defend Future Shop on this one… seriously, I don’t… but policy is policy and I’d ask that all customers respect it. Most businesses give more than reasonable time frames for refunds & exchanges. Most even make exception within reason for product without receipts (why we should ever have to do this is beyond me… what? you stole this from who but you say you bought it from me? Why sure you can go grab something else in exchange!). I see people every day bringing back items without receipts and/or past the policy dealine for refunds and exchanges. What do I do? I make exceptions to keep them happy. Know why? Not worth my time 99% of the time. I don’t want to deal with the hassle and complaints from the majority 80% of those 99%ers who will freak out on me or my staff if they don’t get their way. Besides that, we even have acustomer service number we can offer to customers should an “issue” arise, where they can explain the situation to someone at our head office. I’ve offered the number up a couple times… know what happens? Guess. Customer gets what they want depsite the fact that it’s outside the policy.
My point in my rant/complaint. Good customer service nowadays basically means the customer is always right even when they’re wrong. For better or worse… whether I like it or not. It’s the job nowadays.
Now, from reading most of what’s been posted on here… I wouldn’t say anyone was in the wrong. I can definitely see where some perhaps, poor judgment was used… but most definitely, I see where poor ACTUAL customer service comes into play. I’ve fallen prey to the extended warranty myself and learned the hard way…
Despite my dislike for the customers who abuse store policy, I have absolutely no issue whatsover when it comes to any issue that can be resolved with a proof of purchase (receipt) and a clear explanation of why the refund/exchange should be completed. Most businesses have the same policy on UNOPENED product: with a receipt/within XX days for refund or exchange. Most also offer the same on OPENED AND DEFECTIVE product: with receipt/within XX days/exchange for same item or in the even that the item is no longer available, store credit can be issued. No REFUND on defective products. The retailer is NOT responsible for the defective product. In that I mean that WE did not break your whatever you bought. BUT, you did want it, so we’ll REPLACE it for you. You can’t get something different… that just says to us (whether it’s true or not) that you used it, didn’t like it, don’t want it and A) are lying and saying it’s broke or B) broke it in hopes of getting soemthing different in its place. In the case of FS, with their extended warranty programs, they should replace it with the next, most current model should yours now be out of date (and shouldn’t be accusing you of breaking it without PROOF that you in fact broke it). Finaly, most reatilers also stand behind NO REFUNDS OR EXCHANGES on open product. Period. Not broke? Then why did you open it? You used it… just admit it. Not liking something is not the retailers fault and is not our responsibility. Every business, and I’ve seen this posted in one, should have this very clear and simple policy posted. “If it doesn’t work, we’ll replace it for you. If you don’t like it, that’s not our problem.” That’s quite simply one of the greatest policies ever… just add in a open/unopened amendment…
And again… why do I rant? Because what I’m reading here is that Future Shop isn’t so much standing behind its policies… its outright making them up as they go and not informing customers about the details surrounding these policies. That’s totally NOT Cool.
Whenever, at my store, we make a large sale, or in particular items that are of high value or have exceptions to our policy attached to them (did you know that Nintendo, Sony and Microsoft will deal with manufacturers defects directly as long as you’ve registered your system online? Usually not even at your expense!), myself and my staff are sure to explain the details up front in regards to store policy and we make sure that a customer wants to go through with transaction now knowing the details. I don’t want customers to come back to me unhappy. And not ’cause I don’t want to deal with it (like it or not, it’s my job, right?) but because I quite enjoy repeat business and I actually enjoy when people leave happy from my store. I wouldn’t be working the same RETAIL job, climbing a tiny ladder for 8 years if I didn’t enjoy RETAIL.
I’ve shopped several times at FS myself… and long ago learned to do my research ahead of time. To go in, use the demos, read the stats, check forums… get opinions… hell, I still use the FS website and customer reviews… but I don’t always buy from them. Sears got my TV and accessories sale and they didn’t even have to work for it, but that was mostly because FS wouldn’t give me the time of day and I didn’t want the hassle of the upsell of a warranty.
Those employees are tough… I think they’re programmed that way. And I sympathize for them a bit. I can’t imagine they got that job hoping to lie to people and make them fee like junk. But they COULD remedy alot of the issues if they were properly trained to resolve issues AND more importantly, clearly explained details surrounding extended warranties (service/repair/damages covered) and the actual products themselves. Being honest is the best customer service. Sometimes I talk people into more expensive products, but only after I’ve asked what’s more important, price or quality… ’cause sometimes it really DOES make a difference. And sometimes it doesn’t, and I’m also very honest then as well… ’cause again, I don’t want them to come back unhappy or dissatisfied just because I couldn’t be honest with them and say… hey, what you’re buying there… totally not worth your money, just get this, it’ll save you $5 and do the same thing just a well for just as long. PLUS, I never lie about something I do not know about… I get another assciates help where possible. I’ll recommend other businesses where they may get the answesr and/or products that they’re looking for (recommending other businesses is not a cop-opt… it’s positive customer service… hey, they didn’t have what I wanted, but they knew where else I could try, I can trust these guys!). There’s nothing more obscene than being lied to completely by a sales associate.
Re-reading this rant makes me realize that I sound like I really hate customers and customer service… but I DON”T. I just get really passionate about bad situations. I guess I just really get burned by the maybe 2 crap customers I deal with in any given day. The rest are great and I’m more than willing to help out (and make exceptions for them). If there’s a point to this rambling message it’s that FS needs to take a step back, look at themselves and see what dip-shits they’re being to customers. Even if they have to take the point-of-view that’s it’s just not worth the hassle… then DO IT. Make a customer happy once in a while! For every 1 customer that takes advantage of good thing, there’s hundred that are completely satisfied with just getting some help within some reasonable capacity. And funny.. it sounds like for every hundred FS customers there’s one that gets helped within reason. Kinda bass-akwards results, no?
Oh, and PS: Always keep the original packaging. If I have to deal with one more customer saying “who keeps the packaging?”… man… KEEP IT! Who throws it out?! Just keep it for at least like 90 days… that’s very basic manufacturers warranties. Do you know how rediculous is it to ask us to give you a refund or exchange on your BAG of whatever merchandise? Just keep the box… seriously, please.
I think you make good points and show balanced thinking. I also appreciate the concession of keeping it for 90 days only, but if I have one pet peeve about retailer expectations, it’s that they expect you to keep the packaging for the unforseen.
I understand that it is a pleasant courtesy and makes things easier to resell if the original packaging is kept and presented at request for exchange, but in a small apartment, the packaging for a 42 inch plasma TV is an eye sore and won’t fit into storage with hockey equipment and a bike.
Also, that hard, clear plastic packaging that one has to cut open with scissors they are okay with wrecking doesn’t make any sense to keep around with a small child when there is a 70% chance of the average adult getting cut in the process of opening it properly.
As far as I’m concerned, any retailer who asks me to keep the packaging to be eligible for a refund should:
1. Post a sign right at the cashier stating prominently that refunds will be refused or more difficult without the packaging.
2. Expect to lose my business immediately.
Who keeps the packaging?
The bigger picture here is that, in a capitalist society, businesses should expect to have costs of doing business. Notwithstanding bad or non-existent policies, an allowance should be forecast for defects. refunds and exchanges. This should cover any operational burden associated with the RMA process, purchasing, shipping, product identification, international logistics, import/export laws, bills of lading, proof of deliver, economic order quantities or the like. Not planning for this and expecting the customer to anticipate returning the product is just bad management judgement. Or, if there are many expected defects, perhaps the business analysis and decision to carry the product came up short. If, as a whole, carrying inventories of the product line is too troublesome, don’t carry it. Drug companies have to consider lurking side effects and go through stages of FDA approval before even releasing products to the public — they take a risk to possibly gain a profit.
Any retailer not willing to take the risk that they will have to accept returns without the original packaging shouldn’t expect to make a profit from carrying the inventory. Smile, take the returns with a smile and take your profits. It’s a cost of doing business.
Left by nice_guy on January 22nd, 2009