Staples Compliment - Good customer service for defective product at Staples
About eight months ago we purchased a Panasonic home three-station telephone system. We paid $10 extra for a guarantee to "replace or repair a defect with no questions asked."
After many problems, due to a battery issue, my wife went back to Staples to use the guarantee. She was told by a clerk that the guarantee didn't apply during the warranty period and she would have to call Panasonic directly. She tried to do so, but it was a hassle getting through during the holiday season. Eventually, for the $70 the phones cost we decided to just buy a new system.
When my wife went to check out with the new AT&T phones, another clerk asked if she wanted the $10 guarantee. She said "What for? the guarantee is worthless." This clerk called the manager who apologized, honored the guarantee, said the first clerk was wrong and would be retrained, and gave her the system for free as promised. As she was prepared to pay, Staples could have very easily taken her money, but the action to honor their promise made us happy campers who will continue to patronize the Stapes in South Burlington, Vermont.