Needed a new back up camera, Tadi is highly recommended here on the forum. When the camera arrived the glass was cracked. Called customer service, on hold for 30 min then disconnected, called later and got someone. Had to send copies of my invoice, (yes the one they sent me) and photos of the damage. They do not make it easy. Received a return authorization but I have to pay the shipping back to California: It arrived broken!
I am not impressed!
Bummer!
That's a big bummer. Amazon would've taken much better care of you than that. I'm not sure what their value proposition is If not customer service.
Most companies I deal with require the customer to pay return shipping of the item, then will pay the shipping for the replacement item to the customer. This was pretty standard until Amazon came along to try to one-up everyone and now this is the expectation. Do they have a printed/posted warranty policy? If so, make sure they are sticking to it. If they say they will pay return shipping, hold them to it. If they say it's the customers' responsibility, then they are following their guidelines.
I get paying for return shipping if you're not happy with the purchase like color, fit, size or purchased by mistake stuff.... But paying to return a broken product,, not cool.
I would have to rethink doing business with them.
It's easy to get dragged into the game of whose fault is it. The company will probably want to blame the shipper who will try to blame it on the receiver, etc. It's never a fun game for the buyer who at the very least is inconvenienced and now has to wait for a replacement. But when this happens that's when you see what their customer service is actually like.
Sorry you have to go through this and hope it gets resolved quickly.
I went round and round with Tadi. Never again
It's disappointing to anticipate something new and open the box to that.. We all know crap will happen but we reserve the right to be darn tired of crap happening.. Hopefully they will do right by you.
If it's packaged correctly, it shouldn't break like that in transit unless there is physical damage to the shipping box. If there is damage to the box, they should be able to claim it against the shippers insurance. If no physical damage, then they just didn't pack it well enough.
The way it is packed in the box may be the reason for the cracked glass. The plugs / connectors are are pushed under the shield and sandwiched between the shield and the glass. Poor practice.
UPDATE: after much on hold time and and emails with no luck, I called sales, where they answer immediately and I asked for returns. SORRY, we can't do that, you must dial again and use option 2!
Instead I asked for a manager to call me back and about 45 minutes later, got a call, apologies and a return shipping label.
So off it will go tomorrow and when they get it (5days) they will ship the replacement, a bit slow but at least it will be resolved and all will be well!
Thanks
David
Sadly, customer service has been put on hold with most companies lately. The old adage "the customer is always right" has disapeared. Good to hear that Tadi is stepping up, but aggravating that you had to go through that process in the first place. When I ordered a 1 1/4 inch easy out from Amazon, it came in a envelope which when shipped, ripped out of that because of the weight. Called Amazon and next day received replacement, no questions asked. Can't beat service like that!
I sometimes think about a training seminar I went to about how to treat customers.
I never forgot one example of what NOT to do.
Example? If we wanted to lose customers, call the store and select the hardware dept. Then get in your car and drive down to the store and go in and answer the phone.
This happened all the time!
The store? SEARS!! Wonder where they are now. Where did Sears go?