I bought an asus monitor 20 days ago. There have been blurred screen for many times. I contacted the seller. Their response was I am needed to go to a local asus examination center to have my monitor tested by their own staff, and their staff will give me a report if the monitor really has the problem.
I heard that in the US, returning a product is not a hard process. They contact apple customer support and they got promised to have a new one. The whole process isn’t infuriating and instead it is easy and comfortable. The support staff do give hard on their customers in the US.
I have much more to say but there is a word limit from this sub.
13 comments
It varies from company to company. Some are great and some are horrible.
Most large companies in the U.S. make it extremely easy. For Amazon you click 1-2 buttons, they tell you to take a picture of a code, take it to Kohl’s or something, you show them a code, done.
Small sellers or 3rd parties may be more difficult but generally companies try to have good customer service as to not lose a customer.
Varies based on what you bought and who you bought it from.
It’s all over the map.
Some are great and some are bad. Depends on the company.
I had an issue with an air purifier we got as a gift so we didn’t have a receipt and it would work a little bit and then fail. We didn’t use it in the winter because it’s for pollen in spring summer fall. So it had been sitting broken and unused for months with no receipt or order number.
I called the company and got a foreign call center. I was kind of bracing for the worst… nope. Found the order based on the serial number. Sent us a replacement. Right away. I put the old unit in the box and sent it back with a pre-paid UPS tag.
I specifically asked to talk with the guy’s manager and held while he got him. Told him his rep was fantastic. In five minutes I was cc’d on an email to their in house QC people with my quotes about the good service and how well the rep did.
Great experience.
The next day I called to get medical records for a client of mine. Five transfers and three faxes later and we didn’t get the medical records for over a month and nearly had to deny this poor guy his disability benefits. He had to drive an hour to his specialist to get a copy himself and scan and email it to us.
That was a nightmare.
Compared to some other countries, yes, the customer service in America is good. We have a lot more means to return products, get refunds, use coupons and discounts, etc. Some countries don’t have much of a return or coupon concept so if you’re buying something there, you have to be sure of the purchase.
It all depends though.
If the product is unopened and you still have the receipt, its usually pretty easy. Often a 30 day return window, though sometimes it can be much shorter. Particularly for high dollar items like electronics. I know Gamestop has a 7 day return policy for their refurbished line of game consoles, for example.
If the product is defective, that technically isn’t the retailer’s fault. Many of them may still do an even exchange in the name of customer service, but some will tell you to go to the manufacturer to get an in-warranty repair done.
I’d say so, but depends on the company
Varies. But many are pretty good yes. Most of the time we buy something at say, Target and can return it easily with reciept (or purchasing card) heck, some places we do not even need that (though then you get lowest recent price and only on a gift card usually)
Depends on the service sector, and whether or not there is a lot of competition in that sector.
My mom dropped her iPad with apple care+ coverage in the tub, this is my experience.
I take the iPad to the Apple Store, figuring since it’s days old I might be able to get a new one immediately.
A door greeter asks if I have an appointment, I say “I’m afraid I don’t, but it’s thoroughly dead so I don’t think this should take long. Should I come back?” And the greeter tells me it’s fine, I’ll need to wait.
Android/PC guy, walkin’ round the apple store.. run Geekbench on a new Mac pro, just because I seemingly can. Leave the results on the screen, because it should already be on there (have some pride Apple peeps! Macbench should be on the desktop!)
After about… Tenish minutes, an employee calls me over. He plugs in the iPad with a tool that is supposed to pull the serial, but even the USB IC is unresponsive. I have the box, and it’s clearly dead as a doornail so he asks me to remove it from iCloud..
Cut to 20 minutes of trying to get the icloud password out of my mother, apologizing profusely to the salesperson who assures me “It’s fine, it’s fine”
Get it removed, he checks and they don’t have a cellular model in stock but can have it mailed instead. We set that up, and I thank him and leave. 5 days later, a new iPad arrives and Mom is happy.
An online friend of mine in Australia had a similar run around trying to return a broken monitor that he recently purchased. I don’t recall the exact details but it was something like contact the retailer, get them to agree to ship it back to the manufacturer (maybe it was some sort of examination center like you said, actually), have the fault confirmed, then he finally gets a refund or replacement. It took him about 3 weeks for the authority that be to agree to replace it. Totally ridiculous compared to what I expect for a defective product: bring it to the store and immediately get a new one or a complete refund.
Generally- us customer service is a frustrating and lengthy process. Call 800 number, sit on hold for 40 min, finally get a real human, they transfer you out to someone else, sit on hold 40 min, repeat, repeat, repeat.
Product returns, generally handled at store the item was purchased at, as long as you’re within the return period, and have your receipt, physical returns at a physical store are simple.
As a Spaniard who lived in the States, I’m gonna go with yes. My experience with American customer service was always excellent, but my frame of reference was Spain, where customer service tends to be less than stellar.