FYE Complaint - Poor Customer Service and policies!
ESCONDIDO, CALIFORNIA -- Ok so I bought my daughter an mp3 player at FYE formally known as Wherehouse music yesterday. It was not very expensive only 19.99 but she's only 9 years old and it was intended to be a "starter" for her. To see how she does with it before spending more.
Anyway, I get it home and fill it with mp3's and whaddya know it doesn't work! Now I'm not trying to be a know it all or whatever but I know my way around a computer very well. I have an ipod and am very aware of different media formats and the differences between them. So when it says it only plays mp3's and wma formats I know what that means.
This dumb thing would only play about 12 of the 40 songs I put in it. Mind you those same songs played fine on my computer. It wouldn't power on or off correctly either. So I said the heck with this thing I'm taking it back!
I figured you get what you pay for is really true in some cases so I would spend a little more and exchange it for a nicer one.
Well, before I even have it out of the bag the guy starts telling me how they won't take electronics back and that I have to send it to the manufacturer for a refund or replacement. I was shocked! First of all why would I even want a replacement? It was junk also I just bought the darn thing YESTERDAY! Actually less than 24 hrs ago! And I was willing to do an exchange and spend MORE MONEY!
He tells me how the policy is written on the receipt and that if I didn't purchase the "extended" warranty on it then they can't take it back. He tells me that I need to "read the receipt to find out what to do". I told him that at the time of purchase I was NOT offered any type of extended warranty and that none of this was mentioned to me at all. If it had been I wouldn't have bought it in the first place.
I don't get this at all. This to me is bad business for many reasons.
First if a company sells a product to a customer and that product is defective why should the customer have to suffer further inconvenience by going through the whole process of sending if to the manufacturer and most likely waiting weeks for a refund or replacment? Especially in the case of a gift. My daughter is 9 and she was very disappointed.
In the past you would take it back to the store and they would send it back to the manufacturer themselves. Now they are pushing that responibility on the customer saying "we don't care if we sold you something that doesn't work talk to the poeple who made it" It seems the customer is becoming less and less important these days. Companies care more about profits than they do the level of service they are providing to their customers. I know for a fact that if I bought a pair of name brand shoes at JC Penny say Vans for example and the next day I noticed a hole due to faulty stitching they would not tell me to send them back to Vans for a refund or replacement. It's ludicrous.
Second, it seems to me that in order to make an extra buck the store trys to sell you these extended warranties and will only take electronics back if you have purchased one. Otherwise your forced to send it back to the manufacturer. To me that's crooked. Most of these "extended warranties" have tons of limitations and fine print so you have to really read, read, read them!
Third, it sends a huge "we don't give a damn about you" message to the customer that I heard loud and clear today!
Fourth, if this is going to be the policy then it should be posted in BIG LETTERS right next to the products it applies to!
I was told to "read the receipt to find the policy" but I had to PURCHASE the item to get the receipt. How ridiculous is that?!
If I had be informed before I purchased it that in the instance it's defective I would not be permitted to return it to the store I never would have taken that gamble.
In the end the manager took it back and only because I was going to be spending more money. If I would have wanted my money back I would have been out of luck. And my daughter would have been without her new mp3 player.
I am so disgusted. I will never shop there again for electronics. Ever! In fact I don't think that I will even be buying cd's from them either. Walmart is cheaper anyway.
Thankfully the new mp3 player works great and my daughter is thrilled with it but I am left feeling very disappointed at what is becoming of the retail world these days.
So just FYI ( ha ha lol ) don't buy electronics from FYE unless you are willing to send them back to the manufacturer and wait weeks for a replacement when you open them and they don't work.