So you want to know what really grinds my gears?
Most Online Return Policies for Defective Items and those Copy and Paste Emails!
I purchased a stick of memory online a few months ago. The memory stick finally got to me and sure enough, it was a bad stick. I contacted the company from which I purchased the stick from - ZipZoomFly.com - and told them about the defective product. I requested that they send me a replacement stick along with a prepaid return label so I could return the defective product back to them. A few days later I received an email from someone in that organization that was just a copy and paste of their return policy, other than that no real attempt at solving my issue. It stated that returns have to be paid for by the customer, the returned product would have to go through testing, and then they would send me the replacement after they found the memory I received to be bad. I repeated my request, after all, they sold a defective item and I was not wanting to pay shipping for an item that was defective and not my fault. It wasn’t the cost of shipping, its the principles I hold dear on business transactions. You sold me a part that was claimed to be a brand new working part, thats what I bought, thats what I want, so take this back and give me what I bought from you.
Now I know I’m spoiled normally when it comes to good service, the majority of the technical buying I do is for my employer. When products are for a business rather than an everyday consumer, vendors bend at every request most of the time. “Something wrong with that part, sure thing we will get you a new one out right away, please just return the bad part with the included shipping label”. When it comes to my employer, this is what happens about 98% of the time, you are a business and a vendor does not want to lose you. But as an everyday consumer, you will see that most Online Companies treat you like dirt when it comes to defective returns.
So long story short, I just kept getting copy and paste emails back from ZipZoomFly.com. The memory stick was a Corsair memory stick and had a lifetime warranty. I decided that if I was going to pay to ship it anywhere, it would be to Corsair. I didn’t want to have any further dealings with ZipZoomFly.com period. Corsair on the other hand was great. I received constant email updates about where in the process my new and old stick were. I think there were about 5 update emails all together that I received from them. All typed out by an actual person. Now that is service and I was very grateful for that. That brightened up an overall bad experience. Oh by the way, they confirmed that the stick was bad, so I was not making it up.
The Outcome:
I will try to buy Corsair more when I can, both at home and at work, that service experience was excellent. I will never ever buy another thing from ZipZoomFly.com again. If they come in cheapest on a pricegrabber or whatever, they are not going to get any further business from me. They had the opportunity to save my business, but copy and paste emails are not the way to save a customer.
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