danns
Jan 3rd, 2012, 12:04 AM
It all started when I purchased a flash at one of their locations and it was missing the manual. I called the store right away to which their response was that it was "not surprising and that Nikon sometimes does not include the manual". I find it strange that a company "sometimes" includes the manual but I acquiesced, believing that blacks had honest service. Unfortunately the flash was a dud.
The problems started when I had to return it. I would think that it would be a breeze and there would be a mutual understanding that the flash is defective and it would be an easy return. Just before this, I had to return a lens at a local Henry's and was welcomed with a smile, friendly service and an understanding of why it was being returned. What do I get when I walk into a Blacks? THey say they cannot return it because it was past the return period. I show them the receipt and it was within the return period. They ask me to go back to the location where I bought it. I tell them "no", their policy is to return at any Black's store. Customer service rep leaves me there for a few minutes and comes back telling me he cannot accept the return because there was no manual and was therefore incomplete. I explain that the other store's rep told me there was no manual included and that its normal. He did not care. I told him thats how I received the package so to me, it was a complete package. He did not care. I offered that we call the other store to explain the situation. He did not agree. So i'm left thinking about a few questions:
Why did Black's sell me a product that was missing items?
Can't I just return it to one Blacks store and they would ship the product with the missing manual? Its not the customer's fault and they are making me suffer by having to do the legwork. Can't they do it, they are on the same team.. right?
Is a "missing" manual even a legitimate excuse to return a product that was testing in the store and deemed defective?
I think its unfair that I'm in the butt end of things when all I wanted to do was return a product that was defective. Their "Refund and Exchanges Policy" is complete bogus.
From blacks.ca;
"We will gladly refund, exchange or replace any product within 30 days of shipment." - They tried to deny my refund BEFORE the 30 days. They were certainly NOT GLAD about me pointing out their LIE.
"For the quickest and easiest service, you may return or exchange items to your local Black's store" - They gave me a very difficult time, providing excuses, giving false claims. It was certainly not easy and not quick. I HAVE NEVER HAD A MORE DIFFICULT TIME RETURNING A DEFECTIVE PRODUCT IN MY LIFE.
"All products must be returned in original condition including the original packaging - I returned everything in the EXACT condition that was sold to me.
The problems started when I had to return it. I would think that it would be a breeze and there would be a mutual understanding that the flash is defective and it would be an easy return. Just before this, I had to return a lens at a local Henry's and was welcomed with a smile, friendly service and an understanding of why it was being returned. What do I get when I walk into a Blacks? THey say they cannot return it because it was past the return period. I show them the receipt and it was within the return period. They ask me to go back to the location where I bought it. I tell them "no", their policy is to return at any Black's store. Customer service rep leaves me there for a few minutes and comes back telling me he cannot accept the return because there was no manual and was therefore incomplete. I explain that the other store's rep told me there was no manual included and that its normal. He did not care. I told him thats how I received the package so to me, it was a complete package. He did not care. I offered that we call the other store to explain the situation. He did not agree. So i'm left thinking about a few questions:
Why did Black's sell me a product that was missing items?
Can't I just return it to one Blacks store and they would ship the product with the missing manual? Its not the customer's fault and they are making me suffer by having to do the legwork. Can't they do it, they are on the same team.. right?
Is a "missing" manual even a legitimate excuse to return a product that was testing in the store and deemed defective?
I think its unfair that I'm in the butt end of things when all I wanted to do was return a product that was defective. Their "Refund and Exchanges Policy" is complete bogus.
From blacks.ca;
"We will gladly refund, exchange or replace any product within 30 days of shipment." - They tried to deny my refund BEFORE the 30 days. They were certainly NOT GLAD about me pointing out their LIE.
"For the quickest and easiest service, you may return or exchange items to your local Black's store" - They gave me a very difficult time, providing excuses, giving false claims. It was certainly not easy and not quick. I HAVE NEVER HAD A MORE DIFFICULT TIME RETURNING A DEFECTIVE PRODUCT IN MY LIFE.
"All products must be returned in original condition including the original packaging - I returned everything in the EXACT condition that was sold to me.