The. Computer. Must. Go.
I bought this laptop as a cheapo supplement to my work computer at my last job. It’s about 18 months old, and it’s always been a grinding, whining slowpoke. In the past month, the space bar has ceased to work, and it has stopped hibernating when I close the cover. Oh, and don’t get me started on how it hangs when I restart…
I’ve been researching desktops for several weeks, figuring that I can set up the desktop for my main work and get the laptop to a repair place. I zeroed on the HP Pavilion Slimline S3330f, which CNET loved.
Ha! So I just went to Overstock.com to link to the computer so you guys could get the great $799 price that I did, and now it’s $499! This is not the blog post I anticipated typing today, but I thought I’d share my adventures in electronic purchases.
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Shawn: Thanks for visiting Overstock.com, this is Shawn, how can I help you? you: I just bought an HP Pavilion slimline s3330f for $799 you: It’s now $499! you: And mine hasn’t arrived. Shawn: Just to confirm, are you referring to ‘HP Pavilion Slimline S3330F Desktop PC w/ Blu-Ray/ HD-DVD’ which was placed on 06-13-2008? you: Yes Shawn: Would you mind holding for 3 to 5 minutes while I check on that for you? you: No problem. you: Just make something wonderful happen here, Shawn.  Shawn: Thanks for holding. Shawn: Elizabeth, we have a Price Change Policy. Shawn: As per our Price Change Policy, we can offer you an in store credit of the difference in price towards your next purchase when prices are reduced within 5 days of the purchase date. Shawn: You have placed this order on 06-13-2008. Shawn: This order is beyond 5 days timeframe. you: Today is 6-18, Shawn. you: I haven’t even received the order. Shawn: 1—06-13-2008. Shawn: 2—06-14-2008. Shawn: 3—06-15-2008. Shawn: 4—06-16-2008. Shawn: 5—06-17-2008. Shawn: Today is the 6th day, let me check what best I can do for you. you: Thank you. I appreciate your help. Shawn: Since you are a valued customer for us, I will make an exception and issue $50 as in-store credit back to your Overstock.com account which will reflect on your next purchase. you: What is your return policy? Shawn: Can I know the reason that you are asking about the return policy? you: Perhaps I don’t need this computer. I’m certainly disappointed about this policy. you: That’s $300 difference. Shawn: Click here to view our Price Change Policy. Shawn: Elizabeth, please accept my sincere apologies for any disappointment or inconvenience we may have caused. you: What is the return policy? you: Not the change policy. Shawn: Let me check what best I can do for you. Shawn: As per our Computers and Electronics Return Policy, Computers and Electronics returns must be initiated within 20 days of the purchase date. Shawn: The items must arrive at our warehouse within 30 days of purchase. Shawn: You must return items in their original condition to qualify for a full refund. Shawn: We will issue a partial refund of up to 70 percent if returned items have been opened, used, or returned late. Shawn: You can expect to receive the refund within four weeks from shipping your return to Overstock.com. you: Ok, so if I just turn this around and ship it back, I get a full refund. Shawn: This includes conservative estimates of the time required for the return shipping, inspection at our returns facility, and processing from your bank or credit card company. Shawn: We will notify you via email with the details of your refund. Shawn: You will receive your refund via the form of payment that you used. you: Ok. I’m quite disappointed, Shawn. $300 difference. you: One day. On a product I haven’t even received. you: And the reason I found out about the price was that I was writing a blog post on where people should get this computer. Shawn: Elizabeth, let me check what best I can do for you. you: Thank you, Shawn. Shawn: Since you are a valued customer for us, I will go ahead and issue $100 as in-store credit back to your Overstock.com account which will apply on your next purchase with us. Shawn: Is that okay with you? you: I need the $300. Shawn: Let me check with my Supervisor. Shawn: I have checked with my Supervisor. Shawn: Since this order is outside the Price Change Policy timeframe to issue the difference price, I will go ahead and issue $150 as in-store credit back to your Overstock.com account which will apply on your next purchase with us. Shawn: Is that okay with you? you: I’m sorry. It is not. Here’s what will happen if I can’t get the $300 credit: you: I will return this product unopened for a full refund. you: I will buy the product with the new price. you: I will keep the $300 difference myself. you: If you give me the credit, I will spend the $300 with your company. you: If not, you will not get the extra $300 Shawn: You can return the product unopened for a full refund. Shawn: Since you are a valued customer for us, I will make a note on your account to release a free shipping label to return this item. Shawn: Once the ‘HP Pavilion Slimline S3330F Desktop PC w/ Blu-Ray/ HD-DVD’ is delivered to you, please do not open the package and contact us so that we can set up return for refund and release a free shipping label to return the item. you: You understand, of course, that by not giving me the $300 credit today, you are losing the opportunity to have me spend $300 at your store. you: All it costs me is a little extra time to get the computer. Shawn: I’m sorry, as per our price change policy, we can offer you an in store credit of the difference in price towards your next purchase when prices are reduced within 5 days of the purchase date. Shawn: Once again, I apologize for any inconvenience or disappointment. |
Claire on 18 Jun 2008 at 8:03 am #
Oh. My. God. I was going to recommend HP, but I bought mine from Best Buy, not online. What if the computer doesn’t get to you before the 30 days? I’d just cancel the order and stop the shipment period. It’s only a day later, and don’t they have a cancellation policy – not a return policy. By the continual “let me see what best I can do for you” phrase, I’m presuming this rep was in a foreign country – India – there, I said it – and is reading a script. He probably has an allotted amount he can work within and I doubt he talked to a supervisor. Now, if YOU talked to a supervisor, you might get a better response. Ask to speak to the manager on duty. Argh. How frustrating.
Art for art's sake on 18 Jun 2008 at 8:20 am #
“That’s our policy” – Words that spell doom for anything resembling good customer relations…..
A few years back I went to my bank and while at the window I asked the clerk to verify my balance. She told me that the bank now had a policy to charge a “slight fee” for balance inquiries. I was a bit stunned since it was obvious to me that as soon as she brought up my account on her screen, she was already viewing my balance as we spoke. Nevertheless, she told me it was now their “policy” to charge for such inquiries.
Somewhat dumbfoundedly, I asked “So if I want to get a piece of paper with my balance on it, you are going to charge me?”. She replied, “Yes, that’s our policy”. I then asked, “How much does it cost to close my account – and walk out of here with another piece of paper that has my balance written on it?”. She said, “There’s no fee for that”. Needless to say, I closed my account and took the check (with my balance written on it) down the street to another bank, which I’m using to this day (and they *do not* charge for balance inquiries BTW…)
Beth on 18 Jun 2008 at 9:14 am #
The $799 computer should be here by tomorrow, and the $499 one has been ordered. I’ll let you know how things work out…
At least it’s amusing, no?
Kurt on 18 Jun 2008 at 12:05 pm #
Policies like this only prove when companies don’t trust a) their customers and b) their own workers.
The best (albeit fantasy) response I ever heard to this kind of stonewalling was in the movie “Serendipity”:
(Talking about who is protected by privacy laws) “Kids your age. Pimple-faced college drop outs who have made unhealthy sums of money forming internet companies that create no concrete products, provide no viable services, and still manage to generate profits for all of its lazy day-trading son-of-a-bitch shareholders. Meanwhile, as a tortured member of the disenfranchised proletariat, you find some altruistic need to protect these digital plantation-owners?”
I wonder if that would have worked.
~Kurt
Beth on 18 Jun 2008 at 12:43 pm #
Kurt,
You can quote a full passage from “Serendipity”? I am impressed. Umm. I think.
chris on 18 Jun 2008 at 12:44 pm #
So can I make fun of this?
“Since you are a valued customer, I’d like to give you the run around like a used car salesman. So hold on a minute Elizabeth, I need to talk with my boss (2 minutes go by)… I have checked, you are a valued customer (as if something changed in that 2 minutes) and I am a person who follows policy and does not understand the power of word of mouth advertising and brand. So what I can do for you is provide you with a string of “Chats” that you can post on your blog. My boss will be happy since we didn’t give you $300 our name will fly around the internet.”
That potential transaction was worth a heck of lot more than $300!
Beth on 18 Jun 2008 at 12:53 pm #
Chris,
Because of my experiences trying to buy panties, one of the most popular search phrases that leads people to my blog is “Victoria Secret customer service” and the like.
http://www.lifeonavenuez.com/2008/01/10/customer-service-overkill/
How’s that for TMI?
Papa on 18 Jun 2008 at 1:21 pm #
Did I tell you about the great computer I got from Dell for only 400 (a laptop) and they they went up and I have never seen them that cheap again?
Oh yes I did tell you cause you sent me the link.
Love ya
Pop
Sarah on 18 Jun 2008 at 2:44 pm #
Speaking of the $400 laptop, Lawrence says they are there again, and add ons are really cheap, sooo, you could get a pretty nice computer for $500. I guess they are coming out with a thinner one.
Who knows what your specs are versus this one, but something to think about.
Kurt on 18 Jun 2008 at 3:17 pm #
Beth,
Honestly? I remembered that scene and knew where to look up the exact quote.
I was really only thinking of the props I might get for quoting a chick flick.
~Kurt
Scoats on 19 Jun 2008 at 3:00 am #
Wow so their policy is to be really effing stupid?
It’s amazing they would pay to have it shipped back and get no sale rather than just make good on the price change. What idiots. What nasty, stupid, idiots.
I would buy the computer elsewhere. Go to http://products.google.com and put in the product number. Sort by price.
steph on 19 Jun 2008 at 10:47 am #
Oh my God, my blood pressure was rising as I was reading that! I couldn’t believe it!! And I applaud you for being so forthright and firm on what you expected and were going to do. Good for you!!
My next one is going to be the iMac. I can’t resist.
David on 23 Jun 2008 at 2:46 pm #
Beth – Your exchange with “Shawn” made me squawk aloud! And, as I also suspect that “Shawn” was a service rep based in India (there, I said it, too), I’m afraid some of your killer one-liners might have been lost on him.
Once I read your entire story, I did have a little video flash go off in my head of your chat exchange up on the big screen in front of a trainee audience of service reps, somewhere in India…
Gluten Free Steve on 23 Jun 2008 at 4:44 pm #
Beth, while your story sounds very frustrating for not being able to receive the $300 credit, I think you are not seeing the big picture. After all, he did offer you “a free shipping label to return this item.” Come on, a free shipping label vs. $300, and you chose the $300?! You surely thought twice about passing that up, right?!
It’s so sad to see how poor customer service is anymore. And too many Americans put up with it, as they just expect it to be poor. If more people stood up for it, things might change.
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