I just moved to Nashville from Colorado. My son lived there and plays a Playstation 3, which can play games over the internet. Being that I want to be the best dad I can, even from 1400 miles away, I thought I would try playing this with him, so I wet and bought a playstation 3 from Electronic Express. The salesman was friendly, and he looked for answers to my questions, so I bought the system from Electronic Express because of him.
When I tried playing it, the quick movements hurt my hands and wrists, so I packed it up 3 days later and went to exchange it for a different type of gaming system, and this is when the following shocking customer service issue started.
The manager said that the reciept clearly stated that gaming systems are non-returnable. Well, I read the entire reciept (which is longer then some contracts) and it never said what he claimed it said. I even read him his stores entire return policy to him. He said he couldn?t help me. So I asked for his boss, who just happened to be standing right next to him. His boss stepped forward and said that he wasn?t going to do anything about it ? nothing at all! So I asked for the name and # of his boss, and he stated that he didn?t have a boss!!!
I then got a bit flip and asked, ?So you write your own paycheck? You are ?Mr. Express?? He reiterated that he didn?t have a boss and that there was no one at Electronic Express ?that would even bother with you.? Yes, he actually said that. That is when the first manager I spoke to spoke up and said, ?That?s right. When you?re speaking to this man it?s like speaking to Bill Gates. Bill Gates doesn?t have a boss. GET IT!?
I was infuriated. So I looked up their home office on my phone, got the number and then asked if I call it if the Sr Manager?s phone would ring. Well low and behold, I did call that number, and guess what ? His phone never rang, but as soon as I got a hold of the main office, that Sr. Manager sure did a quick ?bee-line? to get to a phone and ?give his side of the story.?
You should have seen it, it was almost comical how fast ?Mr. Gates? started to change his story when I finally did get his boss on the phone!
Regardless, his boss went on to explain that ?There was no electronic company in the world that would give a customer their money back on a opened gaming system? because of the hard-drive. Well, that mat least made some sense, so I thought I would check out what he was saying to see if it was true. If it was, then I would lick my wounds and accept it.
I went 3 blocks down the street and stopped at the first electronic store that I could find, which was a Best Buy. I went in and explained what had happened to them. Well, they not only DO accept open gaming systems, but Best Buy went WAY above and beyond what I could have hoped for. Best Buy gave me my money back for the system that I bought at Electronic Express refused to take back!!!
Best Buy - You have won a lifetime customer!
Electronic Express - You are headed to the same place Circuit City went! I can?t wait to see your doors close FOREVER!
Pros: Friendly Salesman
Cons: Deceitful return policy, Smart-mouthed Managers