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Ok, so in working for the department for my company that handles returns and troubleshooting call backs I can't count the number of people who think our return policy is crap.
So what I'm looking for here is an opinion from fellow CS'ers because unless I'm completely off my rocker our return policy is pretty stellar IMO when compared to the rest of the market.
I work for a prepaid cellular phone provider. Prices for our product (supplied directly by us) range from $45 to $80 US for a phone. Some of our dealers sell as low as $20 taking a loss on the phone and making up for it in prepaid airtime sold.
Our warranty when bough from us or one of our suppliers is 120 days from the date of purchase. The only thing that can void this is very obvious physical damage or obvious water or other liquid damage. When you make a warranty claim you package your phone, ship it to us by a method of your choosing (which means yes you pay to ship it to us) and then we ship a replacement once we receive the non-working product and inspect it.
We generally warranty batteries and chargers for the lifetime of the phone again, so long as we supplied the phone directly and generally don't require the non-working battery or charger to be returned. We will just ship it out, no questions ask. We will limit generally to one new battery or charger every two years and have made exceptions past on a case by case basis.
Anyway, the most common complaint I hear is that either
A: 120 is ridiculously too short. Unless I'm completely crazy I don't think most stores or companies provide more than 60 - 90 days on electronics if your lucky.
or
B: Asking the customer to pay to ship the broken phone is us is like a cardinal sin. If I had a nickel for each customer who complained about this I could retire early. Again, unless I'm completely crazy this is pretty much an industry standard. I know I've done the same at least with Verizon.
or
C: More often than not if you are out of warranty we will offer a replacement phone for $25 or roughly 50% off of the cheapest phone we sell directly. And yet this is still not good enough for some people because they feel they should not have to pay a dime at all. I should also add this $25 covers shipping charges.
So my question here is what does everyone else think? Is this good, great, stellar or just meh when it comes to return policies?
So what I'm looking for here is an opinion from fellow CS'ers because unless I'm completely off my rocker our return policy is pretty stellar IMO when compared to the rest of the market.
I work for a prepaid cellular phone provider. Prices for our product (supplied directly by us) range from $45 to $80 US for a phone. Some of our dealers sell as low as $20 taking a loss on the phone and making up for it in prepaid airtime sold.
Our warranty when bough from us or one of our suppliers is 120 days from the date of purchase. The only thing that can void this is very obvious physical damage or obvious water or other liquid damage. When you make a warranty claim you package your phone, ship it to us by a method of your choosing (which means yes you pay to ship it to us) and then we ship a replacement once we receive the non-working product and inspect it.
We generally warranty batteries and chargers for the lifetime of the phone again, so long as we supplied the phone directly and generally don't require the non-working battery or charger to be returned. We will just ship it out, no questions ask. We will limit generally to one new battery or charger every two years and have made exceptions past on a case by case basis.
Anyway, the most common complaint I hear is that either
A: 120 is ridiculously too short. Unless I'm completely crazy I don't think most stores or companies provide more than 60 - 90 days on electronics if your lucky.
or
B: Asking the customer to pay to ship the broken phone is us is like a cardinal sin. If I had a nickel for each customer who complained about this I could retire early. Again, unless I'm completely crazy this is pretty much an industry standard. I know I've done the same at least with Verizon.
or
C: More often than not if you are out of warranty we will offer a replacement phone for $25 or roughly 50% off of the cheapest phone we sell directly. And yet this is still not good enough for some people because they feel they should not have to pay a dime at all. I should also add this $25 covers shipping charges.
So my question here is what does everyone else think? Is this good, great, stellar or just meh when it comes to return policies?
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