Office Max Compliment - Another positive Customer Service experience
MERRIAM, KANSAS -- On Tuesday, 1/30/2007, I stopped by the Office Max located at 5830 Antioch in Merriam Kansas. I have a lot of 8mm home movies that we are looking to convert to DVDs, so I was looking for video editing software. I found a couple that looked good and decided on Pinnacle Studio Plus.
The problems started when I tried to load the software. Even though my new PC exceeds not only the minimum requirements but also the suggested levels, the install was not smooth. The software would not run on my machine, even to the point of completely locking my machine, preventing me from logging on to that user. By logging on as a different user, I was able to uninstall and try again; same results. Over two days installed, uninstalled and re-installed multiple times with no success, continued to lock-up my PC.
I decided this was not going to work and was bummed at throwing away $70. I checked the receipt and the web site for the return policy at Office Max. The policy clearly states: “OfficeMax will not accept returns of opened Computers, PDA’s, Digital Cameras or Software Packages unless defective. These items that are defective may be exchanged for the identical item only.” Knowing this policy, I decided to call the store and speak to the Manager and explain my situation. To my surprise, after explaining my situation and that I understood the policy and that I was hoping I could return it and purchase the other software in its place, the Manager told me “No problem, just make sure you have your receipt.”
On Thursday, 2/1/2007, I stopped by on the way home from work and in less than 5 minutes I was on my way with the new software (which loaded and runs wonderfully). Kudos to the Manager at this OfficeMax location.