vB Easy Archive - Agents and 30 day Return Policy

Pages: 1

Agents and 30 day Return Policy
(Click here to view the original thread with full colors/images)

Posted by: SmokinTrickster

I'm wondering how other agents handle the 30-day return policy. At my store we treat it as buyers remorse. If the phone is still in new condition, and all the materials are there, we will refund or exchange.

I'm asking because recently I had a customer come in on the 30th day and wanted to do a exchange. The problem was that the screen was all messed up. There were no scraches or anything, but the image on it was doubled up and split across the middle, that is when it wasn't just completly white. The problem was that when it was all white you could see two very light blurs that looked like bleeding on underneath the screen. I told her that it could be damaged or just faulty equipment, and that since I'm not sure, she would have to call in and go through warrenty department.

After back and forth calling all day I get on the phone three way with the customer and someone from the warrenty dept. This CS rep tells me that I "have to take the phone back since it's within thrity days and theres no physical damage to the outside or water damage". I tell her no I don't. I didn't get into the details of why with them with the customer on the phone, but what ended up happening is the CS rep thought the lady only had the phone for like 14 days(since that what she said and what her contract showed) , after I informed her that this was actually her 30th day, and the phone was purchased but just set for a fucture activation, she said she would go ahead and process it.

From my understanding Agents can do what they will on the 30 day return poilcy. I get this from reading the terms of it. Specifically

"Customers that upgrade or purchase through an agent or national retailer should return back to that location for return details."

http://www.cingular.com/learn/en_US...olicy-popup.jsp

Thoughts?

Posted by: SuxBeingU

No longer a Cingualr dealer BUT same issues with all the other carriers in Cali...
Aaf ew things we do different to avoid this particular issue. We don't do future activations. we program the phones and make the 1st call. this also allows us to see the condition of the phones.

Posted by: crystus

I agree with your response. I have done the returns for our company and at times our return policy has not always been in line with Cingular. I probably would have done the same thing. We have a lot more to lose because of the jacked up prices that Cingular charges us for the phones.

Posted by: SmokinTrickster

Quote:

Originally Posted by crystus

I agree with your response. I have done the returns for our company and at times our return policy has not always been in line with Cingular. I probably would have done the same thing. We have a lot more to lose because of the jacked up prices that Cingular charges us for the phones.

That was my point. If we take it back and it's damaged, we are out alot of money. If they send it in and its damaged, well they get to pay for it.

What if Warrenty keeps telling them that they have to bring it in, when we don't cover it? What is the customer suppose to do? Just wait until past 30 days? *shrugs*

Posted by: Trakstar99

I get people coming into my store all the time from agents being told that if they want to do a return they have to come see us, a corporate store location....dont know what thats all about but its annoying.

Posted by: anubis9278

phone sounds damaged by unknown means customers lost in this case

Posted by: shafferds

at the bottom of our reciept it states: "must be in new condition"

i have customers who have scratches or marks on the phones and i say NO - i did not hand the phone to you with marks or scratches on it . . .SORRY - call customer care and i have had customer care back me up on it. IF THERE IS ANY VISABLE DAMAGE the customer is SOL - hey thats why we sell cases right?????

Posted by: andy4310

An agent should have the same return/exchange policy that COR has

Posted by: anubis9278

Quote:

Originally Posted by andy4310

An agent should have the same return/exchange policy that COR has

agents have the right to have "stipulations", but it is the same in a since. damaged phones shouldn't be returnable.

Posted by: oneaznriceboi

I had a guy come in on day 26 of his 30 days today with a damaged screen on a razr. Boy was he pissed when I refused to refund his money and exchange it for a different phone. Thats what you get for getting a razr sucker.

Posted by: elushon

30 Days is 30 Days to us so we have to take it back unless it's been like eaten by your dog or something.

A few scratches here and there is cosmetic in my store owner's eyes, and therefore going to happen with normal wear and tear, so we exchange the phone.

Posted by: Jovian

I will exchange the phone within 30 days unless its damaged.

Posted by: MoeDrummer

I had a customer want to exchange his Nokia E62 for a RAZR a few weeks back. While I was looking over the phone I noticed a few marks on the corners. He told me it fell out of his lap when he got out of the car in our parking lot. When I told him that I could not return the phone because of damage he took it very well.

The company I work for tells us that if we take back a damaged phone, we will pay for it out of our commission check. So yea, I could have returned it but I might have had to pay for it myself. No thank you.

Posted by: Linkman

Agents can and DO set their own terms for returns. Many of course use the old double contract trick to insure they get paid either way.