28
Mar
07

Memorex Electronics: The Continuing Saga

Just when I thought customer service could not get any worse, along comes Memorex Electronics to prove me wrong. To read the story so far, click here.

Okay, so guess what I received in the mail today? My Memorex iPod dock. Besides the fact that I never got the e-mail confirmation that I made sure to request, the fact that it came in at all is good news, right?

Okay, I got it back, and the problem that I had sent it in for was that none of the buttons would work. This is called a clock radio. What are the two main functions you would think necessary, going by that?

  • Clock
  • Radio

Memorex Clock Radio

Well, the buttons to set the time still don’t work. They shipped me the same freaking unit, in the same box, with the same problem. The time from first service request to the present is 40 days now. I have to say I’ve honestly never had this much trouble with a warranty replacement from any company before, ever.

So I get on the phone again, call their (non toll-free) customer service number, and listen to the mind-numbing propaganda of “We Care about your Call” every ten seconds, and finally get ahold of a living, breathing, (not necessarily sane) individual. He asks for my phone number, and after a give it to him, I can honestly feel the tension build up in whatever room he’s in over there. It’s the same guy, I’m pretty sure he remembers me now.

First thing I told him was that it would be easier if I could just talk to his supervisor. Naturally, they won’t do that, they want to torment themselves by trying to fix my problem themselves. Makes me wonder what really goes on over there. Maybe there’s some sort of neck choker that shocks them anytime they have to request help from an external source, in which case I can’t imagine the punishment for calling a supervisor.

So what is his first plan of action? To send me a paid mailing label for me to ship it back. Well, that’s nice. At least I won’t have to pay for the shipping this time, right? Just check my e-mail, print a label, and send it back, right? That’s what you would expect, correct?

They’re going to mail me a shipping label! Please tell me I’m not the only one who sees the complete irony of this? “Most companies usually just e-mail the label, is that what you meant?”, I ask. “I really don’t know how they do it, or who will send it to you, or when it will be sent to you”, his exact words, I swear on all that’s holy.

“Is there ANYONE there who DOES know?”, I ask. So he goes to ask someone, and comes back to inform me that they’re shipping me a UPS label by US Mail.
UPS vs USPS

What the HECK? To make it better, at this point he informs me that it will take “approximately five days for me to get the label, and once I send it in, close to a month for me to get a replacement”. No way am I going to wait another month to get a replacement for this. No freakin’ way.

At this point I tell him to forget the label, and to send me a refund, and that I’ll ship it back to them at my own cost. “No refunds, sir.”

“Can I speak to your supervisor?” I say.

“The supervisor will tell me what I am telling you now” he responds.

At this point, I completely give up and tell him to just send the label, and that I’ll contact them later. He tells me to have a nice day.

I don’t return the favor.

If anyone would happen to know of any direct contact numbers for Memorex Electronics higher-ups, rather than a customer support line, please let me know them.

Otherwise, my current attempt is going to be to attempt a return to the store I bought it from, and just exchange it for another type of dock, but I don’t know if they will or not, since it’s definitely out of their return period. I’m thinking of not bringing the receipt at all, sometimes they’ll then swap it for store credit, and I can just get another one there.

As for the shipping label, I plan to send a brick with my e-mail correspondence and these two posts attached.

Advertisements

1 Response to “Memorex Electronics: The Continuing Saga”



Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: