Iím not an extreme returner. I actually hate returning items to the store. Itís just something else that takes time, that I donít want to do. Not because itís hard, but usually with kids in tow, itís one less stop I want to make. However, I feel like I have a lot of return stories to share in this platform. I often wonder if I have this many return stories, as an average consumer and returner, is this just the norm for all consumers? I have several examples coming up in the next few editions that provided great customer service, however I feel need to address their Reverse Logistics practices.
One of my children got this Leap Start educational toy for Christmas. After a few weeks, we noticed that we were replacing batteries almost weekly, and sometimes more often! Then we realized the auto shut-off was not working. When she would close the device, it stayed on, and used up the battery. I contacted customer support via e-mail. It took me several weeks, maybe even a month or two, but the outcome was that they replaced the item, at no cost to me. GREAT Customer Service, even if it was a lengthy process. However, they asked me to deface the product by writing the RMA# on the surface using a permanent marker. I then emailed a photo of the defaced product, and thatís when they sent me the replacement. So what do I do with this defaced product? No instructions were given. Of course, I know it should go into electronics recycling - but why arenít they telling me this? Or more importantly, why arenít they taking the product back and repairing it for resale or re-using the parts? Possibly a missed Reverse Logistics opportunity.
RL Magazine Editor