Take Three
In April of 2008 we purchased a portable DVD player to take with us on a couple of long trips. We got a nice one with a wide screen and a long battery life, made by Insignia. It served us very well on Sonya's first flights. Unfortunately, the device completely quit working after only a few months.
In August of 2008 I called the store and was told to bring the device back in for the service department to repair. I did that and had to call back a week later only to be told it was not going to be repaired and that I could exchange it for a replacement if I could locate the cables and remote control for it. I gathered my things and experienced a rather poor customer service experience - either the guy took a break without finishing my order or he completely forgot I existed. However I got a completely new device of the same make for no charge, so we were happy.
We went on a few more trips with the DVD player and over time the charger stopped working. Sometimes it would power up the battery and sometimes it would not. Eventually the device could no longer power itself. I tried a Radioshack cable in case it was as simple as the power cord, but that did not resolve the issue. It took us a couple of months to find the remote control, we feared it might be lost and we could be out of luck without it. After that turned up again I prepared myself for the worst. I had been over a year since our first purchase, but less than a year from the replacement. I thought the store might pawn me off to the manufacturer, especially since my last visit was less than helpful.
Tonight I went back into the store with our receipts and dysfunctional device number 2. There was no line, customer service immediately greeted me. The conversation took a couple of minutes. I explained that the DVD player no longer powered up. He confirmed that, then told me I could exchange it for a new device. Much to my delight I discovered that I did not have to get the same brand and could pick any replacement, plus if it cost less than we originally paid we would get store credit for the difference. The selection was not too great, since half were the same brand I swore off, so we ended up with a far smaller device. It's a Sony and we got a chunk in store credit too. Checking out was quick, no hassles, and I left feeling so good that I got a celebratory coffee at the shop down the street. Thanks to Best Buy for making the last exchange process to easy for us.
Our fingers are crosses this one works out... for more than six months. Right now we're happy to have a new device and a chance it lasts a long time, and very glad to have it ready for upcoming road trips.
In August of 2008 I called the store and was told to bring the device back in for the service department to repair. I did that and had to call back a week later only to be told it was not going to be repaired and that I could exchange it for a replacement if I could locate the cables and remote control for it. I gathered my things and experienced a rather poor customer service experience - either the guy took a break without finishing my order or he completely forgot I existed. However I got a completely new device of the same make for no charge, so we were happy.
We went on a few more trips with the DVD player and over time the charger stopped working. Sometimes it would power up the battery and sometimes it would not. Eventually the device could no longer power itself. I tried a Radioshack cable in case it was as simple as the power cord, but that did not resolve the issue. It took us a couple of months to find the remote control, we feared it might be lost and we could be out of luck without it. After that turned up again I prepared myself for the worst. I had been over a year since our first purchase, but less than a year from the replacement. I thought the store might pawn me off to the manufacturer, especially since my last visit was less than helpful.
Tonight I went back into the store with our receipts and dysfunctional device number 2. There was no line, customer service immediately greeted me. The conversation took a couple of minutes. I explained that the DVD player no longer powered up. He confirmed that, then told me I could exchange it for a new device. Much to my delight I discovered that I did not have to get the same brand and could pick any replacement, plus if it cost less than we originally paid we would get store credit for the difference. The selection was not too great, since half were the same brand I swore off, so we ended up with a far smaller device. It's a Sony and we got a chunk in store credit too. Checking out was quick, no hassles, and I left feeling so good that I got a celebratory coffee at the shop down the street. Thanks to Best Buy for making the last exchange process to easy for us.
Our fingers are crosses this one works out... for more than six months. Right now we're happy to have a new device and a chance it lasts a long time, and very glad to have it ready for upcoming road trips.
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