Originally Posted by Casey_Bryson
The first agent I spoke with was very sympathetic and nice and tried to get me a prepaid shipping label. The supervisor was not nice at all and could care less about me or my issue only their policy. Note that me mentioning that I was going to post the results of my call on this forum was considered a threat":
Ok. Best to ask for a one time exception over and over again but I get that you were trying to leverage an unhelpful supervisor. In retail they say unless you're told no 3 times in a row that's not a real no. I applied that to when I was the customer.
It was not a threat. I requested that they should pay shipping due to the fact that it is under 90 days. I've worked at a call center for many years in the past and I know it's better to be nice about it, but I didn't sugar coat it once a supervisor told me that it doesn't matter when it happens that is their policy.
Under 30 days most can try to go back to the original vendor and get some help that way. Even at 90 days I still don't think a one time exception pre paid label is out of the ordinary as far as an ask but that's just me.
I understand policy, but their policy is not a good one when it fails under 90 days...a year sure, but 90 days they should ship me a new one and have me ship the old one back in the same package.
Yeah, no large company is ever going to do that. I received a broken speaker a while back from a large speaker manufacture and I had to ship it back then wait 2 weeks or longer on my credit back then had to reorder a new one. They had to inspect it and make sure I didn't switch the speaker out for something else and verify everything at the warehouse yada yada yada. That's just the way it is no matter what the name on the product.
That would be a company that stands behind their product and knows good customer service. If I went their route I would be out of a receiver for about a month (assuming a week back and forth and then a week for service) and out around $50 for shipping. That's horrible customer service for something brand new.
I understand your point and your frustration but any product is only brand new in a showroom or in a retail warehouse. Once it's been bought and paid for it's used. So if it went out in a year instead of 3 months then that would be good customer service or still bad? Point being no one regardless of time into a purchase likes having to pay to ship their amp or receiver to a manufacture. There are sometimes local repair shop options but not always. I was without a TV once for 2 months and I think they actually lost it and I had to rent a TV in the meantime and got reimbursed under my extended warranty before getting a credit to buy a new one. Getting any kind of warrany repair on a piece of electronics usually sucks one way or another.
As far as Onkyo goes, they might have a similar policy, but they took care of a similar issue much differently.
If that was related to their bad HDMI board issue that they kept acting like they weren't bad and told people to pound sand for years before finally losing so much business that they then instituted a policy to backdate warranties to keep from losing even more business then yes they did handle things differently. As far as the other there ain't no might. Amplifier and reciever makes all have this exact same policy. Still should be room for exceptions IMO but exceptions have limits as well. I worked retail for a couple of decades and I've seen exceptions made and I've also seen people screaming in our face that their vehicle was only a few months out of warranty(meaning 3 plus years old) and we should just cover the repair under warranty because that's the right thing to do. Not saying you shouldn't have gotten the label but everyone wants to be an exception and everyone thinks that's the sign of good service. I still think you should have gotten some help but I'm not ready to burn Denon as a whole in effigy for simply following their written policy. Supervisor shouldn't have had an attitude though. I've had to tell people no before but I always told them in a calm professional manner. We were being paid to be nice.