Supermedia.com Complaint - Buyer Beware - Toner Cartridges

Review by 57pontiac on 2007-06-25
I purchased $1000's in toner, ink, and media, CD's, DVD's and cases from Supermedia for 4 years. I always bought toner ahead of time so I would not run out. I had a toner on the shelf for 2 months and when I started using it, it was defective. I called and emailed the company and was told twice to submit a form for an RMA, but the dept issuing RMA's declined stating it was out of 30 day warranty. The product, BLUE brand toner, has Supermedia's label on it as the distributor and has LIFETIME WARRANTY in several places on the packaging. I finally got in touch with a customer service supervisor who stated they would replace it but to submit another request for RMA. This too was ignored. They didn't even tell me it was ignored or reply and I had to call them back again. This time the representative was rude and to the point that they would not replace it.
What had started out at 60 days of ownership, had now turned into 6 months of their run-around and lies and they again stated they could no longer replace it. I again STRESSED that it was a LIFETIME WARRANTY and they still refused.
With no where left to turn, I replied to the customer service rep that myself, my business, and my church would take our businesss elsewhere and warn others about their poor customer service.
A note here... we used them for several years because their price and product was generally acceptable but their warranty service is the worst I have ever experienced. They lost approximately $3000 to $4000 per year in sales over an $89 cartridge that they failed to warranty and I did inform them of this. Their reply was "That's the rules and I can't do anything about it".
Comments:4 Replies - Latest reply on 2010-11-10
Posted by MRM on 2007-06-25:
Im surprised that Supermedia.com has a complaint as I am a satisfied customer. I have bought cd/dvd jewel cases and USB Flash drives and never had any problem with the product nor delivery services.
Posted by Anonymous on 2007-06-25:
I bet the man at the top has no clue how the CSR's treated you. If you track him/her down I would guess you will get a different answer. The problem you will have is upper mamnagement at companies like Supermedia.com hide out from their customers. And the CSR's will not disclose who the boss is in fear of losing the job they have. It's a real catch 22.
Posted by Billy10 on 2010-03-29:
You have posted information that is for the wrong company! SuperMedia is an advertising company that does eCommerce Marketing and owns the Verizon phone book.
Posted by supermedia on 2010-11-10:
We are never pleased when one of our clients is unhappy. Please give me the opportunity to review your issue. I promise someone will get back to you within 48 hours with an update. Please provide me with the following information and e-mail back to me at: customerservice@supermedia.com

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